In Digital transformation focus on Customer Experience (XLA’s) makes the difference
True digital transformation means a different approach to how you measure effectiveness. SLAs are no longer relevant: it is the end-customer experience that counts. Ultimately, digital transformation is all about shifting the focus, also from the entire internal organization, from technically measurable KPIs to full focus on the end customer. For a digital acceleration, the IT organization usually needs to be substantially adapted, IT delivery and sourcing significantly improved and regulatory constraints better integrated into the approach. Chris Yap shares insights from URENCO on the big how to.
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