Ray Wang, Principal Analyst & CEO of Constellation Research, phrased this approach in a recently published interview by Microsoft Envision as the following: “Everyone can get the tech, but refining the business model is the secret to success. We’re in a post sale, on demand, attention economy […] you’ve got to continuously engage in the customer, you’ve got to change the way to transform your engagement experience.”
While the customer focus for transformational change is nothing new for a strategic approach – it is still a mostly overseen enabler in digital transformation programs that have been driven by a inside-out view far too long. Only recently the approaches have been changed to an outside-in view. This will be also the key focus of those best-practices that we are going to discuss on the Future Day / June 1 at the Enterprise Digital SUMMIT.
The session “Lessons Learned from Digital Transformation Initiatives” with Sodexo, Euroclear and Poult Group exemplifies very nicely how the customer focus is driving innovation approaches and justifies the transformational change behing the digital collaboration approaches.