Customer-driven digital transformation is the new normal
Companies that put the customer at the center of their digital transformation during the corona crisis were able to outperform their competitors, concludes PwC in a new study. PwC examined the financial results of more than 500 European companies for two periods. This includes both 'waves' of Covid-19 infections on the continent. Some winning success formulas have emerged from the organizations that used best practices, the research shows. Timo Koenen, Customer Transformation Lead at PwC in the Netherlands, summarizes the results: “The winners in the new normal will most likely be those companies that put the customer at the center of their transformation and that enable a digital or virtual experience through technology. to make." The importance of customer focus has been making headlines worldwide for some time now. Customers have raised their expectations in recent years: almost all of them now expect an Uber-like experience when purchasing product...