For Consumer Businesses, Avoid the Noise and Focus on the Digital Strategies That Matter

Volume XVIII, Issue 26
July 19, 2016
by ,

The rapid pace of digital change has put companies in the unenviable position of trying to decide which tech trends to invest in and when. All too often, these “revolutionary” innovations offer only incremental benefits at best; at worst, they are a costly distraction. So how will you recognize a true digital differentiator when you see it? Generally, it will do one of the following:

  • Eliminate customer pain points
  • Elevate customer service
  • Create a differentiated, personalized customer experience

In this Executive Insights, L.E.K.’s Robert Haslehurst, Chris Randall, Jon Weber and Charlie Sullivan discuss a framework for focusing on the innovations that matter.