Free Digital Transformation Guide

Five Steps to Customer-Centric Digital Transformation

Moving from a channel-centric to customer-centric operating model can feel like a mammoth undertaking. Don't worry! In this White Paper, we'll explain the five key steps to enable end-to-end digital transformation that improves customer satisfaction, reduces cost, and increases revenue.

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Create connected customer-centric experiences faster than you think

Whether multichannel, omnichannel, or single channel,  companies struggle to align customer expectations with CX delivery across the business in the channels customers prefer. It’s one of the biggest challenges that has plagued the customer experience and contact center operations industries for years. Many companies see opportunity to more easily improve experiences in single channels, so they do. However, this leads to siloed experiences and inconsistency for customers. But it doesn’t have to be this way.

The goal of any digital transformation should be to create a digital business model that leads to connected, cohesive customer-centric experiences across business units. This can be achieved by applying customer journey strategy and real-time technology on top of existing systems. This layer creates a virtual glue that enables cross functional connectivity that’s customer-centric, not channel-centric. This customer centric approach improves your brand's relationship with customers and overall customer loyalty.


Achieve digital transformation with integrated technology and advanced journey design

  • Build customer-centric journeys for continuous improvement
  • Reduce human dependency
  • Enable all channels for a channel-less journey
  • Add intelligence with AI
  • Continuously add value

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step-by-step guide


We are customer experience and digital transformation experts


We've been delivering incredible customer experiences for 37 years by unifying our core capabilities of technology, services, and strategy. And with over 3.5 million customer interactions daily, we know contact center digital transformation. Here are more business transformation guides to help your company with its digital strategy.

  • Contact Center Automation Trends: The implementation of contact center automation is accelerating. Learn about the artificial intelligence, machine learning, and CX automation tools shaping 2020.
  • Voice of the Customer Strategy and Best Practices: Gain insights about your products and services by implementing best practices for customer feedback. Also learn about common customer data myths that hinder voice of the customer programs.
  • Digital Transformation Workbook for Contact Centers: Achieving a value-based digital transformation in the contact center starts with a tactical cloud migration plan. Our Center for Customer Excellence designed a 7-point digital planning workbook to help facilitate richer, more productive CX transformation discussions between IT and business leaders.
  • Contact Center of the Future: Customer support is not the same as it once was. To keep up with customer behavior, it’s important for brands to re-imagine their service experiences – from a more customer centric points of view.
  • Digital Transformation or Bust: Learn about the top 10 digital transformation objectives companies have, and how retailers and others are battling to adapt to an economy where flexibility and proactivity win the day.
  • Customer Experience Trends for 2021: As customer expectations for easy, effective, and personalized interactions increase, it’s critical that companies fine-tune their CX strategies. In this guide, explore five CX trends that are shaping customer service for 2021 and beyond, along with tips on how to stay ahead of the curve (and your competition).

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Five Steps to Customer-Centric Digital Transformation