Digital transformation is not for the faint-hearted. It pushes companies to take stock of who they are—and what they could become. That alone is hard work. But amid the inescapable realities of new customers, new competitors, new partners, and new technologies, success cannot be left to serendipity.
The business imperative for all is to achieve enduring customer relevance at scale through a customer-focused digital transformation. Whether companies perceive digital as a threat, a challenge or an opportunity, those that ignore it do so at their own peril.
Moving forward, companies will need to pursue digital transformation in order to survive, let alone be market leaders. It is often complex and requires thoughtful investment. Yet the vision must be to continually renew the strategy, culture, operating model and infrastructure to flex the business on an ongoing basis. Because anticipating customers’ needs and exceeding their expectations is essential in a customer-relevant digital world.
