What does it take to create the strongest possible online presence?
PETER WEILL AND STEPHANIE L. WOERNER
ARE YOUR CUSTOMERS leaving you behind digitally? Are they seeking out other companies that provide great digital customer experiences?
These are far from idle questions. Customers are increasingly demanding to interact with companies anytime and anywhere. For instance, 72% of customers in a recent survey said they would replace some traditional channels with mobile apps if the capability was available.1
Given that, enterprises must strengthen their digital business models — how they engage their customers digitally to create value, via mechanisms such as websites and mobile devices.2 If your company ...