Over the past several years, a great majority of organisations have been focusing their efforts on deploying Digital Transformation into their businesses. Nowadays, there is a growing need for digital innovation that can bring a company closer to becoming a digital enterprise. And only new technologies have the power to enable companies to create more agile environment, become more flexible, scalable, while also delivering a seamless and consistent customer experience across channels.
But while Digital Transformation can indeed help businesses achieve all that, for many, it may seem that this movement towards world run by technology and automation would make brands more distant from the consumers, instead of connecting with them more personally.
However, it is not true, and in fact, if implemented successfully, Digital Transformation is more than likely to help companies improve customer engagement.