Why we are all digital customers

The digital customer - not a matter of generations?

The digital customer – not a matter of generations?

In an article on the digital customer experience I briefly mentioned how the availability of digital channels and tools has become a criterion for many customers to pick a company. Today’s “digital customer” simply wants to be able to interact, act and transact across digital and social platforms when and where it suits best.

You’ve heard it all before. But is it really true and who is that so-called “digital customer” anyway? In this blog let’s take a look at how the availability of digital channels has become a decision factor in choosing businesses (in this case insurance providers) and why behavior and context trump generations when it boils down to the digital customer.

Note: with the digital customer we simply mean those customers that use digital channels and platforms far more than others. In reality, there is no digital customer, just a customer who doesn’t care about channels and labels. [Read more…]

Sameer Patel: four elements of a holistic digital transformation framework

Sameer Patel at CeBIT

Sameer Patel at CeBIT

Last week I was following a few events where the core theme was digital transformation. One of them was CeBIT 2015 in Hannover, Germany. Just like last year, SAP’s Sameer Patel had a speaking slot in CeBIT’s Social Business Arena.

I noticed this tweet with a picture of Sameer and a quote from someone who attended his presentation. It read: “Who owns the audience, owns the last mile. Closest to customer, closest to disruption, shift”. Even if Patel has a problem with the word disruption – as I now and then do – he talks a bit more about the mentioned last mile in a blog post “Why true disruption requires putting the last mile, first“. I agree with the tweeted quote.

And in more than on regard there’s a striking resemblance with what Charlene Li says in our interview on engaged leadership, transformation, disruption and her new book “The Engaged Leader”. [Read more…]