Authors: Connie Moore
Business stakeholders, technologists, and marketers each have a stake in delivering digital transformation success. But, depending on the firm’s sector and its C-suite leadership, digital transformation projects will most likely be seen through one of two lenses: customer experience (CX) or operational excellence (OPEX). Limiting the scope to one focus is a mistake. Large-scale digital transformation projects should address both perspectives, and project teams must tap into both skill sets. Successful initiatives will combine a rich mix of business stakeholder experience, technology expertise, and marketing insights, coupled with deep skills in customer experience and operational excellence.