Every aspect of our daily lives is being affected by digitalization. While consumers can easily spend hours planning, scheduling, socializing, and ofcourse shopping on their phones and computers, the in-store retail experience has yet to catch up. But change is brewing. Recent digital innovations are modernizing the in-store retail experience, and driving big changes for…
The study explores how cities are using a broad array of assets and capabilities, which we term as “digital pivots” to move from “doing digital” to “being digital”. These assets and capabilities can enable cities to transform both digital service delivery and operations. Recommendations are informed by ESI ThoughtLab and Deloitte’s global survey to identify…
Over the past few years, my discussions with clients about how to improve their customer journey management solutions have changed. What was previously a question of turning chaos into order is nowadays a topic on how to enhance the customer experience and improve efficiency. Let us dive into what a great customer journey is, what…