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The customer is the driving force of the transformation process

The customer is the driving force of the transformation process

At present, many organisations are finding their digital transformation plans have been expedited by necessity. Leaders and product teams should rightfully seek advice from experts and trusted consultants – provided that the customer remains the driving force of every decision. Anything else is madness.

In this article, we give some examples of how consumer behaviour and expectations have changed in recent times, demonstrating why it would be madness to attempt to transform your technology, culture or processes without first consulting your own users.

Read The madness of attempting digital transformation without the customer by Gareth Dunlop, first published April 2018.

By Andy Robinson

Andy was a UX Researcher with Fathom until July 2021, when he moved on to take up a role at Rapid7.

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