What lies behind you, and what lies in front of you, pales in comparison to what lies inside of you.
—RALPH WALDO EMERSON
Codelco, the world’s largest copper producer, did not choose customer experience as the focus of its digital transformation. It looked inward, transforming its operational processes to increase both its efficiency and its innovativeness.1 The company, which is owned by the government of Chile, employs nearly eighteen thousand people and produces 10 percent of the world’s copper. In 2012, it produced 1.8 million metric tons of copper, generating $15.9 billion in revenue.2
Mining can be a dirty, dangerous, and labor-intensive process. Coordination is difficult because up-to-date ...