How Is Digital Transformation Shaping Customer Experience?

EDITOR’S NOTE:  Because extended enterprise learning involves multiple disciplines, we sometimes ask other experts to share their insights with our readers. Today we feature insights about customer experience from Daniel Newman, Principal Analyst at Futurum Research and CEO of Broadsuite Media Group. Daniel is an author, speaker, blogger and educator who works with leading technology brands to help businesses around the world embrace the benefits of digital transformation.


Some organizations assume that digital transformation is about efficiency – saving time and money, beating competitors to market or snagging customers with fancy apps. They’re wrong.

As I’ve often said, digital transformation is about one thing – creating business value by improving customer experience. Fortunately, many companies are starting to realize that this is a smart strategy. Here’s what stellar customer experience management looks like as digital transformation heads toward 2020:

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