This article is the seventh part of a ten-part series on Digital Transformation Debt, post-Covid-19. Part 7 focuses on the most impactful and relevant trend for an essential focus of Digital Transformation: the customer. The customer in the digital era is always connected, tech-savvy, and has high expectations. Customer Experience (CX) Optimization is a critical dimension, especially in the Covid-19 era. CX can be realized through leveraging AI, innovative design, and Automation. DX transformation elucidates the need to shift from bulk marketing, siloed organizations, and ad-hoc experiences to digitally transformed 1:1 connected customer engagements. The combination of AI with digitized end-to-end value streams on behalf of the customer creates this experience through extreme Personalization that leads to concrete business results, such as improvements in Net Promoter Scores (NPS).
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