This article is spot on. Over the years I've been part of many corporate changes that looked to improve the customer experience, but there was little, if any, thought about how this would impact on the staff who were required to deliver the improved experience.
Having said that, this does seem to be a lot like what is happening in the Underground - but I didn't have the opportunity to disrupt the lives of millions by striking!
To any senior team looking to use digital transformation to improve customer experience: make sure you take into consideration your staff. Work the changes so that it enhances the experience for both sets of people
Digital transformation: in business, it’s the buzz phrase of the decade, but are small businesses getting it right? According to Tom Bryant, former senior advisor on digital and technology skill at the UK Government Digital Service, many businesses, by focusing on digitising their product range, are forgetting the secret ingredients for digital transformation: their people and processes. It’s not uncommon for businesses to focus solely on the customer’s digital journey and not the digital detail in an inward, operational function. “One of the first things a company needs to realise about digital transformation is that it’s about much, much more than just digital marketing,” he said in a recent interview with The ADBL. “Their strategy needs to consider the outward facing transformation, but also the inward facing change.”
