A digital transformation essentially extends the physical world, weaving together the offline interactions and conversations with the digital ones.
Going digital doesn’t mean leaving the physical world. A digital transformation enables an extension of the physical world, and it includes all the interactions and conversations we have in the physical world.
The customers have spoken – and in their mind, banks are all the same, focused on transactions, not relationships. Then there’s fintech and new regulations that are re-shaping the market landscape. These unstoppable market forces combined with customers’ dire indictment of the industry should be a rousing wake-up call to improve the customer experience before someone else does.
How to stay ahead of customer expectations? A Compendium of insight from the Bezos stakeholder letters
For the past twenty years, Amazon founder and CEO Jeff Bezos has published a shareholder letter outlining the company’s operations throughout the year. His letters are thought-provoking and concise, with insightful gems into the relentless pursuit of creating a great customer experience.