The Digital Hangover

The Digital Hangover — Something many organisations are currently experiencing.

Over the last two to three years we’ve all been inundated by stories of disruption, the boogeyperson at the door of any organisation. Only going digital will save us all from this savage beast.

The problem is, disruption is led by a customer mindset and expectation shift, driven by a new player or value propisition in the market. Not by automation of the same old bullshit.

Worldwide, organisations are scrabbling to reduce cost to serve and speed to market timelines through adopting agile methods and deploying RPA and Microservices. Consultancy firms are fueling the fire by promoting the success stories.

In reality, Automation and API’s become expensive as they require maintenance, support and rely on quality data, just as any solution would. Furthermore, the experience becomes lipstick on the pig of a legacy operating model.

When the excitement is over and teams are burnt out, organisations are delivering a new way engaging the same garbage, just faster and in a more convienant manner.

The hangover? Without being truly CX Led, the churn faster than before.

The solution? Take a good look at what the customer really wants, take on board the feedback and adjust the policy and operating model prior to embarking on a digital transformation journey.