Summary
Digital business and strategy leaders need to reorient their strategy development to make customer value the primary objective. Too often, digital business strategies are collections of loosely related technology projects that obsess about cost efficiency rather than customer experience (CX). Making matters worse, the usual annual strategic planning cycle is too slow and rigid to serve ever-changing customer needs and expectations. To craft digital strategies that engage business leaders and explain how digital creates better customer and business outcomes, digital leaders need to ensure that their strategy is customer-led, insights-driven, fast, and connected.
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