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How we did it: the customer transformation
A customer transformation is where the Company changes its methods, processes and outcomes responding to demand from its customers and employees [it’s people] (1).
Compared to a ‘digital’ or ‘business’ transformation which are led by a need to “retool”. A customer transformation is led by an internal (employee) and external (customer) demand for change.
It’s time to transform to how we transform
Since Digital and business transformations are failing at an surprising rate (88% of transformations fail or underperform according to Bain & Company (1), accounting for nearly 625 billion dollars in lost transformation investments according to Michelle Gilboy’s back of the napkin math (2). A similar number to where we were already in 2019 when the estimate loss was 900 Billion (3)).
Technology and data-led transformations don’t work. Because they don’t know where they are going or why.
Many of them are simply built on the goal of “more” (e.g. “to win in the future through…