In the current hypercompetitive business environment, it’s not enough to automate processes and increase efficiency. To succeed, companies need to differentiate themselves from their competitors. But with the growth of digitally savvy customers who expect more from every transaction, it’s becoming increasingly difficult to differentiate on product alone. Customers are demanding a more personal, service-oriented approach from the companies with which they do business, and the bar continues to be reset at higher and higher levels. To meet this demand, and stay competitive, companies need to move from a transaction-based model to more value-based interactions. This means putting the experience first.
Increasingly, companies are turning to digital transformation to help them stand out in markets, both old and new, by differentiating in new and often unexpected ways. By making connections at the brand level, they can create experiences that customers and employees alike find compelling—and in some cases, forever change the way business gets done.