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Dr. Dirk Vater

Madrid, October 6th 2015

Digital Customer Experience

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Digital Customer Experience: Six learnings from ourworldwide experience

EXAMPLES

• The biggest challenge to succeed on the digitaltransformation is the cultural change

6

• Always design the most convenient customerinteractions – through a customer lens

1

• Technology should be an enabler to offer the bestcustomer experience, not an excuse not to provideit

3

• At critical touch points physical contacts can beuseful as customer experience can be influenced

2

• It’s almost impossible to become digital if you don’tmobilize your employees 

5

• Customer needs do not change dramatically, butcustomer behaviors do - what changes is the waythey solve their needs

4