This is CX, Episode 59: Digital Metamorphosis: Rethinking How Organizations Work to Drive Digital and Customer Experience

This episode was recorded prior to the COVID-19 pandemic that has hit the US this year, but the key takeaways are more critical then ever for organizations to survive and accelerate out of the current market conditions.
 
In this episode, Paul and Mike are joined by guest Elli Rader, a director in West Monroe's Product Studio, to discuss what's needed for organizations to rethink what they're doing and become digital companies. Some of these shifts include:

• Focus on an outcomes-based vs. deliverables-based approach
• Build comfort with more agile execution practices
• Learn from actual customers usage of products and services and improve through continual iteration
• Bring cross-functional groups to solve specific customer issues
• Just start - there are no perfect conditions to begin improving and transforming

Learn more about Digital Product and Transformation and West Monroe's capabilities to help organizations.

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.