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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

UX Research & Marketing Executive

Andy delivers Fathom’s marketing and content activities, and provides insight–driven results for our clients as part of our research team.

Read more about Andy

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