E57, Invest in Outcomes, Not Just Inputs, for Successful Digital Transformation and Customer Experience Initiatives

Leadership in Manufacturing

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The world of digital transformation and customer experience initiatives is booming. Companies all over the world are looking to invest heavily in their technology outputs, believing that this will go towards optimum customer engagement and satisfaction.

However, this is far from the truth – investing only in technology rarely leads to successful digital transformation. We must focus on outcomes rather than just inputs for successful customer experience initiatives, but how do we do that?

In this episode of the Mind The Innovation Leadership Podcast, Cynthia Kellam (Global Head of Digital, Customer Experience & Marketing data, Insights and Analytics, at TE connectivity), a leading expert in digital transformation, shares her insights on the importance of investing in outcomes, not just inputs, for successful digital transformation and customer experience initiatives in B2B companies. By focusing on the desired outcome and unlocking the full potential of digital transformation through the digitization of data, processes, and customer experiences, companies can improve their operations and enhance the customer experience. This must-listen episode is a valuable resource for anyone seeking to understand the power of digital transformation for B2B companies.

Key takeaways:

Digital transformation involves optimizing and maximizing the use of digital technologies for internal operations and customer experiences. It encompasses the digitization of data, processes, and experiences and is achieved through small steps and progress.
Leadership requires a mindset that is comfortable with taking various types of risks, including investments that may not have a guaranteed return.
Improving self-service can lead to increased productivity and customer satisfaction. However, human interaction remains crucial in differentiating a business and its services. The emphasis should be on improving self-service, which is a common area where businesses lag.

You can reach Cynthia on LinkedIn:

https://www.linkedin.com/in/cynthiagagekellam/

For more content like this, subscribe to Mind The Innovation on Apple or Spotify, or wherever you like to listen.

You can find Sannah on LinkedIn: https://www.linkedin.com/in/sannahvinding/

or visit this Website: https://mindtheinnovation.com

Thanks for listening!

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