The key driver to start the digital transformation is defining new customer journeys and building a new customer experience. This customer-centricity is what pushes the business to fund the digital transformation program. For our case, we can assume that the business has approved the digital transformation program and we proceed from there.
From a service decomposition perspective, we need to follow the steps mentioned here:
- Customer experience journey mapping: One of the key drivers for digital transformation is defining new customer journeys. A customer experience journey is a map of initial ...
