Last week I attended a conference with a great Forrester keynote speaker whose main topic was on Digital Transformation and the Age of the Customer. It is clear there is a new business cycle where the power has shifted back to the people and engagement will mean everything – in other words – companies must embrace a “customer obsessed” operating model to stay ahead of the competition. He gave some great examples of some companies that are succeeding:
- Southwest Airlines consider themselves a customer service organization who happen to fly planes. They treat their customers as guests and the results are proof positive they get it. I flew United to the conference, got bumped from my very small plan that was overbooked to begin with and was several hours late with very little apology. Maybe time for a change.
- One of our very own customers, Florida Blue was also shared as a success story. With a massive industry shift, they focused on the new consumer and transformed their business to meet their needs with huge success. Perficient and IBM have been a partner in their journey and continue to evolve with them.
The rest of the conference was just as engaging and I came away loaded with tools to help our customers continue their digital transformation journey.
Today the story continues and I am delighted to be attending a roundtable discussion led by Perficient’s digital transformation strategists Michael Porter and David Stallsmith, and guest speaker Nigel Fenwick, Vice President and Principal Analyst covering digital business strategy with Forrester Resear
ch. Some of the topics they will be discussing include:
- Crafting a vision that works for your company
- Understanding where you are on your journey
- Aligning executive vision with business and IT roles
- Making the business case for digital transformation
- Combining tactical projects with the digital transformation strategic vision
- Uncovering and managing technology gaps
I look forward to hearing about current trends, roadmaps, and technology that can be used to create a better customer experience. I hope you will join me and learn how we can work together to create operating models that take advantage of what’s newly possible for competitive differentiation – it’s time to put our customers at the center of the business and embrace the technology that supports the customer life cycle. It’s time to: Rethink and Realign for Digital Transformation Success
If you can’t make it today – no worries – listen to the replay posted later today.
