Customer Journey Mapping — the heart of Digital Transformation

Digital technologies such as analytics, mobility, social networks, cloud computing and the Internet of Things are making old ways of working redundant and forcing companies to transform. According to Raman Sapra, global head of Dell’s digital business services, the best way to leverage digital is to take a comprehensive rather than a piecemeal approach. And a key tool to achieve this is customer journey mapping, where powerful new data collection and analytics tools are helping to provide deeper insights to fuel performance. In this paper, experts from Wharton and Dell examine how this mapping is at the heart of digital transformation.

Sourced through Scoop.it from: knowledge.wharton.upenn.edu

See on Scoop.itDigital Collaboration and the 21st C.

Advertisements

About Susan
Converging ICTs, multidisciplinarity, making knowledge and making meaning.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: