"How Can Companies Redesign For Digital And Improve Customer Experience?" With Martin Mocker CX Conversations podcast

"How can companies redesign for digital and improve customer experience?" with Martin Mocker

5y ago 26:22

Content provided by Vivek Jaiswal. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Vivek Jaiswal or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

Digital transformation is no longer a choice for organisations.

With almost 1/3rd of the world population now connected to the internet, companies need to look at digital technologies in a new way: not just as technology for operational optimisation and excellence but also as a differentiated product offering and customer experience.

In this amazing discussion with Martin Mocker, Professor at ESB Business School, and Co-author of "Designed to digital: how to architect your business for sustained success.", I explore what it takes to successfully become digital.

Interestingly, Martin shares key differences between becoming 'digital' and being 'digitized'. This is a turning point for big old companies to either redesign for digital or become irrelevant.

Among other things, we talked about:

The five building blocks to help big old companies in their digital transformation journey
Difference between digitization and becoming digital
What is stopping organizations from becoming digital?
How this transformation impacts Customer Experience?

Martin also shares case studies about how brands like Philips and Audi have undergone a digital transformation in the last few years.

Connect with Martin Mocker on

LinkedIn: https://www.linkedin.com/in/martin-mocker-9485322/

Twitter: https://twitter.com/martinmocker

Buy the book: https://in.omo.to/5dfa7130

41 episodes