There are few things more frustrating than initiating a service request through your digital channel of choice, only to be kicked out halfway through and told to call the contact centre, fill in a paper form or visit a store. Our expectations have been set by the digital giants: Google,...

Digital transformation has been a hot topic in recent years. But it’s not without significant risk. The major consulting firms cite success rates below 30%. It also comes at a cost: a recent Harvard Business Review study found that 69% of the $1.3 trillion spent on digital transformation last year...

Digital transformation is hard and expensive. A recent Harvard Business Review study found that 69% of the $1.3 trillion spent on digital transformation last year was wasted. And with the major consulting firms citing success rates below 30%, it’s not for the faint hearted. Why Is Digital Transformation So Difficult?...