The Human Side of Digital Transformation: The Consumer & Provider Relationship

The Human Side of Digital Transformation: The Consumer & Provider Relationship

Part 3: The Consumer & Provider Relationship This is the final blog of a three-part series discussing the key contributions of the human element within a digital strategy. The term “digital transformation” can prompt thoughts of a change related event that is purely technology driven; however, the opposite is true. To “go digital” requires a cultural shift that places human collaboration...

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Delivering Premium Service Through Self-Service

In the consumer-driven world, things are a changing. As more businesses look for increased scale through digital investments (e.g. increased focus on ecommerce) it is becoming more difficult to maintain the high-touch feel of differentiated customer service. By proxy, many brands are becoming largely the same. They expect customer to take more “responsibility” for their actions and rely less...

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