Over the past two months we’ve been looking at the role of digital transformation in building a customer-centred culture. By automating and optimising their processes and enabling new services and channels, digital-first organisations are becoming more agile, efficient and responsive to their customer’s needs.  

We’ve been running a survey to find out the reality of digital transformation behind the hype. How are organisations progressing towards their digital-first goals? How successful have their digital initiatives been to date? What challenges have arisen along the way and are there significant differences in the experiences of public and private sectors?

If you haven’t already done so, do take a moment to complete the survey, and add your own experiences to the big picture. In return, we’ll send you an exclusive report of our findings, to help you benchmark your own progress against that of similar organisations.

Meanwhile, take a look at some of our recent blog content you may have missed first time around:

Characteristics of the modern IT workforce

The modern IT workforce must have a more strategic outlook to serve the business in a new digital era.

Digital transformation: 7 tactics to get key stakeholders on board

Securing the backing of key people within your organisation, for digital transformation projects, is essential. We outline some fundamental tactics for winning hearts and minds.

Customer satisfaction in an ‘always on’ multichannel world

Increasingly, customers expect to contact your business via a variety of channels. It’s becoming essential to develop a means of measuring satisfaction across your channels in order to meet the service standards customers require.

Calculating the true cost of legacy IT systems

Upgrading or replacing a legacy IT system can be expensive. But could the benefits outweigh the stresses on your budget caused by the true cost of legacy IT? This post will help you to decide.

Digital transformation: 7 key stakeholders you need on board

To achieve buy-in for digital transformation, there are four key stakeholder groups to engage.

Striking the balance between customer self-service and customer support

Live channels remain critical to delivering customer satisfaction, despite the increasing popularity of customer self-service channels.

Digital Transformation, Legacy IT, Customer Experience