Digital transformation has become one of the most frequently used phrases in modern business – and one of the least understood. Ask ten decision-makers what it means for customer communications management (CCM) and you are likely to receive ten different answers.
Our own research report – Between Vision and Constraint – illustrates this clearly. Among 250 senior CCM professionals, 38% define digital transformation as ‘going paperless’, 34% associate it with ‘improving internal operational efficiency’, and 28% see it as ‘enterprise-wide reinvention’.