Greg Kihlström | Keynote Topic:

Digital Transformation Keynote Speaker

Agile Digital Transformation

How to successfully plan, implement, and optimize digital transformation with the goal of creating a customer-centric organization

 

Agile Digital Transformation:
How can an organization achieve true customer-centricity?


Great customer experience (CX) is more than something that is nice to have. It is now one of the chief points of competitive advantage for many brands across a growing number of industries. One of the biggest roadblocks to providing a more seamless experience to customers is the need to digital transformation within the organization. Whether the transformation helps the direct interactions customers have with your brand, the operational aspects behind the scenes, the measurement of CX, or all of the above, it sometimes takes large-scale organizational change to enable a better customer experience.

Digital transformation enables benefits beyond CX, including smoother operations, a better employee experience, as well as a more streamlined method to collect, analyze and improve organizational KPIs. All of these combined with a customer-centric mindset, and an agile approach to implementation and improvement can help companies succeed in their digital transformation efforts.

what is discussed

  • How to make the business case for digital transformation and overcome internal hurdles, budget constraints, and more

  • Return on Experience - how to measure and improve customer and/or employee experience.

  • How to embrace and implement agile methodologies within your organization to increase the chances for success in digital transformation.

  • The four primary areas of digital transformation, and how customer-centricity lies at the heart of it all.

  • Operationalizing digital transformation in a way that is repeatable and adaptive to change.

based on the book

For more thoughts and ideas related to using agile methods to create a customer-centric organization, make sure to check out Greg Kihlström’s recent book, The Center of Experience, available in print and digital formats.

Also, make sure to take a look at the Center of Experience half-day, 1-day, and 2-day workshops, now available in-person and virtually.

To read more, you can also read the 5-part article series on agile digital transformation on The Agile World blog.