SPONSORED: The Case for a Digital Agility Model from WestMonroe
With market shifts on the horizon, it is clear now more than ever that organizations need to solidify a digital operating model and ensure agility across all areas of the organization. And companies are making strides to develop compelling digital-first plans and agile approaches for achieving them, West Monroe’sBeing digital is not a one-off project to check off as “complete.” It is a mindset, and it requires all employees—not just a specialized digital team—to be on board.
Still, no challenge is insurmountable. Tackling these roadblocks means focusing on enhancing customer experience , bolstering insight from data, and prioritizing process improvement that will drive agility. These priorities need to overlap; an organization can’t view them with tunnel vision. Any and all process improvements should be informed by data and should keep CX front and center.
Loyalty depends on high-quality CX, and nearly two-thirds of consumers indicated they will seek out another company if CX is lacking. This demand puts pressure on companies to prioritize speed over perfection by developing processes quickly so they can gather feedback and stay focused on customer needs and expectations. With this information, organizations can determine which enhancements are the most important to customers.
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