Why your digital transformation strategy will most likely fail (and how to stop it)

In the past few years, most organisations have undertaken digital transformation projects of various sizes and scope. However, research shows that the vast majority of these projects fail, somewhere in the range of 70% to 95% depending on which study you rely on.*

So why is this such a common trend, and how can you ensure your customer experience digital transformation project doesn’t join this club?

This session will look at the most common pitfalls businesses experience when implementing Digital and AI technologies into their existing customer experience ecosystem, and what you can do to avoid them.

We’ll explore how to build your CX transformation strategy to successfully:

• Capture and utilise customer intent to design seamless customer journeys
• Engage customers with the right experiences at the right time on every channel
• Maintain personalised engagement throughout the customer journey
• Equip agents with the knowledge to be subject matter experts

* Source: Forbes: 12 Reasons Your Digital Transformation Will Fail