Introduction

Organisations that embrace digital technology have the opportunity to steer customer service strategy and innovate the customer experience.

This latest research project focuses on the adoption of digital technology to support business transformation.  Areas include:

  • What are the barriers that stand in the way of digital transformation?
  • What is the status of digital adoption in public and private sector organisations?
  • The value of digital technology in improving customer experience
  • The organisational impact of becoming a digital-first organisation

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