“YES, technological advances are driving fundamental market shifts and a new wave of digital-driven disruption. But customers—increasingly seeking always-on, performance-based, and integrated solutions—may be an even greater catalyst. Indeed, customer expectations and demands are creating critical challenges—as well as opportunities—for employees across sales, services, support, and product functions. To successfully ride this wave of change, companies need to continuously evaluate how digital disruption is changing customer behavior, rethink their customer engagement model to leverage disruptive technologies, and redesign employees’ roles to form customer success (CS) capability that maximizes value for customers and enables an enhanced experience for them.”

The article: Customer-centric digital transformation