How to overcome CX debt and deliver a seamless customer experience | Striata

When there is an urgent business requirement, as there was in 2020, decisions are often based on what technology is available immediately to fulfil a function, even though it may not be the best technology for the job. Also, with the emphasis on ‘getting something working’ – the focus is on technology and the related decisions are made by IT and solution architects.

While the decisions made in such a scenario might feel like the best option for ‘right now’, it can reinforce the very same siloes that digital transformation is meant to break down.

Real digital transformation isn’t just about technology, it’s about shifting mindsets across the organisation. Even more importantly, it’s about creating the best possible experience for the customer, especially when it comes to digital communication.

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