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Digital Transformation: Why and How Companies Are Investing in New Business Models to Lead Digital Customer Experiences

August 4, 2014

Customer is king. Yet, in an era of “Digital Darwinism” where technology, society, and business models rapidly evolve, customer experience is often elusive. Businesses are beginning to realize that, throughout their evolution, they must invest in change to keep up with and ultimately lead a new era of connected markets. As a result, businesses are now entering an era of “digital transformation” to integrate and improve the customer experience.

To do so begins with noting the considerable differences between traditional customer strategies and those required to engage and nurture relationships with digital customers. We found that understanding the digital customer experience is one of the primary catalysts for businesses placing substantial investment in digital transformation.

Our research details what digital transformation is, how companies are embracing change, and the challenges and opportunities that emerge throughout the process. Through a series of interviews with digital strategists and executives at some of the world’s leading brands, Altimeter explores the role of new customer behavior and disruptive technology in influencing how organizations evolve. Our findings represent important trends and goals in digital transformation that benefit all businesses seeking to adapt to digital markets in meaningful ways.


(Please see our "Also See" section to the right for the full PDF of this report.)

Source

“Digital Transformation: Why and How Companies Are Investing in New Business Models to Lead Digital Customer Experiences.” Altimeter, 2013.

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