(803) Creating a Culture for Sustainable Change - Strategic Planning for the Customer Experience
The world is now Digital. Between generations and progressing technology, there has been a window of time to change that will disappear in the next ten years, if not sooner. The generational shift, increasingly advancing technology, and coming economic slow down will only accelerate this change. Just as the Industrial Revolution began slowly and then accelerated to change the world at an alarming (too strong of an adjective?) rate, the Technological Revolution is poised to repeat this at an even more rapid pace. New technologies cycle in months, not years or decades as with the Industrial Revolution.
How will you prepare to change your company for this new customer and world? Technology must be embedded end to end through marketing, sales, fulfillment, delivery, and all aspects of operations working in harmony. Technology alone is not enough - people and process provide the data to drive technology. Without proper process and data in technology, failure will result.
Are your employees ready to embrace the digital era's constant appetite for change and improvement? Are we partnering with them to drive internal and external change? Do they understand their work has long ripple effects on the entire business and customer success? This is the single largest challenge to winning in the future.