Digital transformation through the customer lens
“Whilst it is imperative to drive efficiency of production, it is also essential to look through the customer lens. By understanding the customer perspective, organisations can improve the opportunity for their programmes to succeed.”
What is the definition of success as defined by your customer or even your customer’s customer?
How confident are you that your programme has the right balance between cost efficiency and meeting your customer’s needs in a human way?
Are you confident you have de-risked your investment?
Is your process as efficient as it could be?
How effectively you deliver the product?
Could technology or digital transformation help improve that efficiency?
Can we use digital transformation to support the customer experience?
A customer-first approach to digital transformation
A true brand experience
”“There is nothing so useless as doing efficiently that which should not be done at all…Quality in a service or product is not what you put into it. It is what the customer gets out of it.”
Chris Garthwaite is CEO of CGA and is recognised as a pioneer of customer experience, based on his work over the last thirty years, helping clients around the world design and deliver design compelling customer propositions.
CGA a highly respected Customer consultancy, specialising in customer-centric insight and change programmes. Working with leading brands across a range of sectors, CGA one of Europe’s leading Customer experience solution providers, and specialises in helping clients navigate the challenges of changing customer needs, societal shifts and digital disruption.