Consumers expect brands to understand their unique lives and needs and respond with customized solutions. If the experience they encounter on their journey is poor, or if they can’t find the brand they are looking for, they won’t hesitate to switch brands.
Digital transformation as we've been doing it is not enough. It won't deliver the innovation and operational resilience needed to win in today’s constant change and challenge. Companies that can embrace systems thinking will accelerate value from their digital transformations.