Customers and employees demand higher levels of digital maturity. Organizational change management is critical for digital transformation. 
Open your favorite online business publication. You’re likely to see stories of digital transformation and customer experience success. Perhaps it’s about Domino’s advanced pizza-tracking technology improving experiences for both customers and stores, helping spur double-digit global sales growth. Maybe it details Target’s ability to track customers’ locations in-store and send personalized deals and recommendations to their smartphones. You might see a report on the success of Starbucks’ mobile application that allows customers to order drinks in advance and pay for them with the app, a capability that generates six million transactions per month.

The ability to offer these mature, effortless, digital customer experiences excites many business executives. But it still eludes most of them. In a recent Gartner study, 87% of senior business leaders said digitization is a company priority, but that the pace of change has been slow: 76% said their digital business transformation is less than 50% complete. One reason digitally mature companies have risen to that status is their ability to foster a more adaptive culture that views transformation as a journey rather than a destination. As a result, they can pivot and introduce new capabilities quickly to meet evolving customer needs and expectations.

In this paper, you will learn: 

  • Why, in a marketplace defined by the customer, successful change must start from within
  • Focus areas that can aid the transition to new ways of working that advance your digital vision
  • Practical first steps that can help your organization prepare for and navigate through change
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