McKinsey in a recent report said
"Companies that want to win at digital adoption are therefore recognizing that they must reimagine and digitize entire “customer journeys.” These are the beginning-to-end processes that customers experience in getting the product or service they need, across whichever channels they choose (see sidebar “How many journeys?”)."
To what extent is your initiative centered around the customer journey?
The report is here
http://www.mckinsey.com/insights/operations/speed_and_scale_unlocking_digital_value_in_customer_jour...
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