Skip to main content
L.E.K.

Main navigation

Back
  • Insights
    • L.E.K. Insights
      Block

      Industries

      • Business Services
      • Consumer Products
      • Education
      • Energy & Environment
      • Financial Services
      • Healthcare Services
      • Industrials
      • Life Sciences & Pharma
      • Media & Entertainment
      • MedTech
      • Private Equity
      • Retail
      • Sustainability
      • Technology
      • Travel, Transport & Logistics
    • Sustainability Centre of Excellence
      Block

      Navigating the Journey to Decarbonisation

      Fuelling the Future of Aviation

      Creating Value Through Sustainability

      Global Corporate Sustainability Survey 2022

    • Consumer Insights Center
      Block

      View Our Insights

    • Healthcare Insights Center
      Block

      View Our Insights

    • Webinars
      Block

      View Our Webinars

    • Podcasts
      Block

      Listen To Our Podcasts

  • Industries
    • Business Services
      Block

      Practice Areas

      • Industrial and Professional Services
      • Freight & Logistics
      • Outsourcing and Support Services
      • Properties and Facilities Management
      • Recruitment and Staffing
      Block

      Our Leaders

    • Consumer Products
      Practice Areas
      Apparel
      Beauty & Personal Care
      Food & Beverage
      Food Ingredients
      Footwear
      Health & Wellness
      Home Furnishings
      Household Products
      Pet
      Sporting Goods
      Block

      Our Leaders

    • Education
      Practice Areas
      Transnational Education
      K-12
      Higher Education
      Education Technology
      Block

      Our Leaders

    • Energy & Environment
      Practice Areas
      Environmental Services
      Oil & Gas
      Power & Utilities
      Renewables
      Waste & Recycling
      Water
      Block

      Our Leaders

    • Financial Services
      Practice Areas
      Banking
      Debt Management
      Insurance
      Investment & Wealth Management
      Payments
      Specialist Lending
      Block

      Our Leaders

    • Healthcare Services
      Practice Areas
      Health Plan and Private Health Insurance
      Employer Healthcare
      Acute Care and Hospital
      Physician Practice Management
      Mental and Behavioral Health
      Post-Acute Care, Long-Term Care and Residential Care
      Homecare and Home Healthcare
      Diagnostic and Ancillary Services
      Tech-Enabled Services and Healthcare IT
      Healthcare Supply Chain
      Telehealth and Digital Transformation
      Block

      Our Leaders

    • Industrials
      Block

      Practice Areas

      • Aerospace & Defense
      • Agribusiness
      • Automotive
      • Building & Construction
      • Chemicals
      • Engineering and Construction Services
      • Renewables
      • Industrial Digital
      • Industrial Distribution
      • Industrial Equipment & Technology
      • Industrial Services
      • Metals & Mining
      • Paper & Packaging
      Block

      Our Leaders

    • Life Sciences & Pharma
      Block

      Practice Areas

      • Biomedical Intelligence Lab
      • Biotech and Pharmaceuticals
      • Pharma Services
      • Diagnostics, Research Tools and Personalized Medicine
      • Drug Delivery
      Block

      Our Leaders

    • Media & Entertainment
      Practice Areas
      Advertising
      OTT and Direct-to-Consumer Services
      Filmed Entertainment
      Lotteries and Casinos
      Music and Radio
      Publishing
      Site-Based Entertainment
      Sports and Live Entertainment
      Television
      Video Games
      Gaming
      Block

      Our Leaders

    • MedTech
      Block

      Practice Areas

      • Consumables and Disposables
      • Drug Delivery
      • Medical Equipment
      • Procedure-Specific Devices
      • Tech-Enabled Services and Healthcare IT
      Block

      Our Leaders

    • Private Equity
      Block

      Practice Areas

      • Commercial Due Diligence
      • Operational Due Diligence
      • Portfolio Company Value Enhancement
      • Vendor Due Diligence
      Block

      Our Leaders

    • Retail
      Practice Areas
      Consumer Services
      Direct Selling
      Ecommerce
      Foodservice
      Grocery
      Mass Merchant, Drug and Club
      Specialty Retail
      Restaurant
      Retail Support Services
      Block

      Our Leaders

    • Technology
      Block

      Practice Areas

      • Enterprise Software
      • Technology Infrastructure
      • Consumer Tech
      • SaaS Pricing
      Block

      Technology Blog

      Block

      Our Leaders

    • Travel, Transport & Logistics
      Block

      Practice Areas

      • Airlines & Aviation
      • Airports
      • Distribution, Agencies and Tourism
      • Freight & Logistics
      • Hotels and Hospitality
      • Maritime
      • New Mobility
      • Rail
      Block

      Highlight: Shifting Attitudes to Travel

      Block

      Our Leaders

  • Capabilities
    • Analytical Sciences
      Block

      Practice Areas

      • Analytical Sciences
      Block

      Our Leaders

    • Artificial Intelligence
      Block

      Practice Areas

      • Analytical Sciences
      • Unlock the Power of AI
    • Data & Analytics
      Block

      Practice Areas

      • Advanced Analytics Strategy
      • Unlock the Power of AI
      Block

      Our Leaders

    • Digital
      Block

      Practice Areas

      • Advance Digital Maturity
      • Assess Digital Potential
      • Create a Digital Culture
      • Deliver Impactful Experiences
      • Launch and Amplify Disruptive New Businesses
      • Unlock the Power of AI
      Block

      Our Leaders

    • Major Capital Projects Advisory
      Block

      Practice Areas

      • Major Capital Projects Advisory
      Block

      Our Leaders

    • Marketing & Sales
      Practice Areas
      Customer Targeting and Value Proposition
      Go-to-Market and Commercial Organization
      Loyalty & Customer Experience
      Marketing Strategy
      Sales Force Effectiveness
      New Product
      Brand Strategy
      Channel Strategy
      Block

      Our Leaders

    • Mergers & Acquisitions
      Block

      Practice Areas

      • Carve-outs & Divestitures
      • Due Diligence
      • Exit Support
      • Joint Ventures & Alliances
      • M&A Synergies
      • Post-Merger Integration
      • Target Identification
      • Operational Due Diligence
      Block

      Our Leaders

    • Operations & Supply Chain
      Block

      Practice Areas

      • Planning
      • Procurement
      • Manufacturing
      • Logistics
      • Distribution
      • Supply Chain Strategy
      Block

      Our Leaders

    • Organization Design and Effectiveness
      Block

      Practice Areas

      • Commercial Excellence
      • Performance Improvement
      • Value Activation
      • Transformation
      • Strategy Execution
      Block

      Our Leaders

    • Performance Improvement
      Block

      Practice Areas

      • Dynamic Performance Management
      • Cost Optimization
      • Working Capital
      Block

      Our Leaders

    • Post Merger Integration
      Block

      Practice Areas

      • Carve-outs & Divestitures
      • M&A Synergies
      Block

      Our Leaders

    • Predictable Innovation
      Block

      Practice Areas

      • Predictable Innovation
      Block

      Our Leaders

    • Pricing & Revenue Optimization
      Block

      Practice Areas

      • SaaS Pricing
      • Consumer Pricing
      • Healthcare Services Pricing
      • Industrials B2B Pricing
      • Media & Entertainment Pricing
      • Medtech Pricing
      • Pharmaceutical Pricing and Market Access
      Block

      Our Leaders

    • Private Equity
      Block

      Practice Areas

      • Commercial Due Diligence
      • Operational Due Diligence
      • Portfolio Company Value Enhancement
      • Vendor Due Diligence
      Block

      Our Leaders

    • Procurement
      Block

      Practice Areas

      • Procurement 
      Block

      Our Leaders

    • Strategy
      Block

      Practice Areas

      • Business Unit Strategy
      • Corporate Strategy
      • Growth Strategy
      • New Product
      • Shareholder Value Management
      • Edge Strategy®
      Block

      Our Leaders

    • Sustainability
      Block

      Navigating the Journey To Decarbonisation

      Fuelling the Future of Aviation

      Practice Areas

      • Sustainability
      Block

      Our Leaders

  • Leadership
    • Leadership
      Block

      Regions

      • Americas
      • Asia-Pacific
      • Europe
      • Expansion to the Middle East
  • About
    • About L.E.K.
      Block

      Who We Are

      What We Do

      What We Believe

      Our Sustainability

    • Who We Are
      Block

      Get to Know Our People

      Meet Our Practitioners

      Learn Who Heads Our Organization

      Look at All the Places We Go

      Find L.E.K. In the News

    • What We Do
      Block

      Discover the L.E.K. Collaborative

      The Edge Strategy framework 

      L.E.K. Sustainability Centre of Excellence

    • L.E.K. at the World Economic Forum
    • Our Sustainability
      Block

      Environmental Responsibility

      Community Responsibility

      Diversity and Inclusion

      Pro Bono Work

      Sustainability Centre of Excellence

    • The L.E.K. Network
      Block

      Discover the L.E.K. Network

    • Books
      Block

      Predictable Winners: A Handbook for Developing, Forecasting, and Launching New Products and Services

      Edge Strategy: A New Mindset for Profitable Growth

      Where Value Hides: A New Way to Uncover Profitable Growth For Your Business

      Expectations Investing: Reading Stock Prices for Better Returns

  • Careers
    • Careers at L.E.K.
      Block

      Why Join L.E.K.?

      Life at L.E.K.

      The L.E.K. Career

       

       

       

       

       

       

    • Why Join L.E.K.?
      Block

      Who We Are

      • Get to Know Our People
      • Meet Our Practitioners
      • Learn Who Heads Our Organization
      • Look at All the Places We Go
      • Find L.E.K. in the News

      What You'll Do

      • Enhanced Opportunities
      • Flexible Work Options
      • Mentorship & Coaching
      • Roles at L.E.K.
      • Training & Professional Development

      What We Do

      • Discover L.E.K. Collaborative
      • Books
      • Edge Strategy Framework
      • L.E.K. Sustainability Centre of Excellence

      We Are Global

      • International Programs
    • Life at L.E.K.
      Block

      Community Responsibility

      The L.E.K. Network

      Diversity and Inclusion

      Environmental Responsibility

      Pro Bono Work

    • The L.E.K. Career
      Block

      Enhanced Opportunities

      Flexible Work Options

      International Programs

      Mentorship and Coaching

      Roles at L.E.K.

      Senior Staff Development

      Training and Professional Development

    • Apply
      Block

      Why L.E.K.

      Life at L.E.K.

      The L.E.K. Career

    • Life at L.E.K. Blog
      Block

      Discovering a Consulting Career

      Inside L.E.K.

      The Recruiting Experience

  • Search

Utility Navigation

  • Contact
  • Alumni
  • Offices
  • Press
  • English
  • Português
  • 简体中文
  • Deutsch
  • 日本語
L.E.K.

Utility Navigation

  • Contact
  • Alumni
  • Offices
  • Press

Main navigation

  • Insights
    • L.E.K. Insights
      Block

      Industries

      • Business Services
      • Consumer Products
      • Education
      • Energy & Environment
      • Financial Services
      • Healthcare Services
      • Industrials
      • Life Sciences & Pharma
      • Media & Entertainment
      • MedTech
      • Private Equity
      • Retail
      • Sustainability
      • Technology
      • Travel, Transport & Logistics
    • Sustainability Centre of Excellence
      Block

      Navigating the Journey to Decarbonisation

      Fuelling the Future of Aviation

      Creating Value Through Sustainability

      Global Corporate Sustainability Survey 2022

    • Consumer Insights Center
      Block

      View Our Insights

    • Healthcare Insights Center
      Block

      View Our Insights

    • Webinars
      Block

      View Our Webinars

    • Podcasts
      Block

      Listen To Our Podcasts

  • Industries
    • Business Services
      Block

      Practice Areas

      • Industrial and Professional Services
      • Freight & Logistics
      • Outsourcing and Support Services
      • Properties and Facilities Management
      • Recruitment and Staffing
      Block

      Our Leaders

    • Consumer Products
      Practice Areas
      Apparel
      Beauty & Personal Care
      Food & Beverage
      Food Ingredients
      Footwear
      Health & Wellness
      Home Furnishings
      Household Products
      Pet
      Sporting Goods
      Block

      Our Leaders

    • Education
      Practice Areas
      Transnational Education
      K-12
      Higher Education
      Education Technology
      Block

      Our Leaders

    • Energy & Environment
      Practice Areas
      Environmental Services
      Oil & Gas
      Power & Utilities
      Renewables
      Waste & Recycling
      Water
      Block

      Our Leaders

    • Financial Services
      Practice Areas
      Banking
      Debt Management
      Insurance
      Investment & Wealth Management
      Payments
      Specialist Lending
      Block

      Our Leaders

    • Healthcare Services
      Practice Areas
      Health Plan and Private Health Insurance
      Employer Healthcare
      Acute Care and Hospital
      Physician Practice Management
      Mental and Behavioral Health
      Post-Acute Care, Long-Term Care and Residential Care
      Homecare and Home Healthcare
      Diagnostic and Ancillary Services
      Tech-Enabled Services and Healthcare IT
      Healthcare Supply Chain
      Telehealth and Digital Transformation
      Block

      Our Leaders

    • Industrials
      Block

      Practice Areas

      • Aerospace & Defense
      • Agribusiness
      • Automotive
      • Building & Construction
      • Chemicals
      • Engineering and Construction Services
      • Renewables
      • Industrial Digital
      • Industrial Distribution
      • Industrial Equipment & Technology
      • Industrial Services
      • Metals & Mining
      • Paper & Packaging
      Block

      Our Leaders

    • Life Sciences & Pharma
      Block

      Practice Areas

      • Biomedical Intelligence Lab
      • Biotech and Pharmaceuticals
      • Pharma Services
      • Diagnostics, Research Tools and Personalized Medicine
      • Drug Delivery
      Block

      Our Leaders

    • Media & Entertainment
      Practice Areas
      Advertising
      OTT and Direct-to-Consumer Services
      Filmed Entertainment
      Lotteries and Casinos
      Music and Radio
      Publishing
      Site-Based Entertainment
      Sports and Live Entertainment
      Television
      Video Games
      Gaming
      Block

      Our Leaders

    • MedTech
      Block

      Practice Areas

      • Consumables and Disposables
      • Drug Delivery
      • Medical Equipment
      • Procedure-Specific Devices
      • Tech-Enabled Services and Healthcare IT
      Block

      Our Leaders

    • Private Equity
      Block

      Practice Areas

      • Commercial Due Diligence
      • Operational Due Diligence
      • Portfolio Company Value Enhancement
      • Vendor Due Diligence
      Block

      Our Leaders

    • Retail
      Practice Areas
      Consumer Services
      Direct Selling
      Ecommerce
      Foodservice
      Grocery
      Mass Merchant, Drug and Club
      Specialty Retail
      Restaurant
      Retail Support Services
      Block

      Our Leaders

    • Technology
      Block

      Practice Areas

      • Enterprise Software
      • Technology Infrastructure
      • Consumer Tech
      • SaaS Pricing
      Block

      Technology Blog

      Block

      Our Leaders

    • Travel, Transport & Logistics
      Block

      Practice Areas

      • Airlines & Aviation
      • Airports
      • Distribution, Agencies and Tourism
      • Freight & Logistics
      • Hotels and Hospitality
      • Maritime
      • New Mobility
      • Rail
      Block

      Highlight: Shifting Attitudes to Travel

      Block

      Our Leaders

  • Capabilities
    • Analytical Sciences
      Block

      Practice Areas

      • Analytical Sciences
      Block

      Our Leaders

    • Artificial Intelligence
      Block

      Practice Areas

      • Analytical Sciences
      • Unlock the Power of AI
    • Data & Analytics
      Block

      Practice Areas

      • Advanced Analytics Strategy
      • Unlock the Power of AI
      Block

      Our Leaders

    • Digital
      Block

      Practice Areas

      • Advance Digital Maturity
      • Assess Digital Potential
      • Create a Digital Culture
      • Deliver Impactful Experiences
      • Launch and Amplify Disruptive New Businesses
      • Unlock the Power of AI
      Block

      Our Leaders

    • Major Capital Projects Advisory
      Block

      Practice Areas

      • Major Capital Projects Advisory
      Block

      Our Leaders

    • Marketing & Sales
      Practice Areas
      Customer Targeting and Value Proposition
      Go-to-Market and Commercial Organization
      Loyalty & Customer Experience
      Marketing Strategy
      Sales Force Effectiveness
      New Product
      Brand Strategy
      Channel Strategy
      Block

      Our Leaders

    • Mergers & Acquisitions
      Block

      Practice Areas

      • Carve-outs & Divestitures
      • Due Diligence
      • Exit Support
      • Joint Ventures & Alliances
      • M&A Synergies
      • Post-Merger Integration
      • Target Identification
      • Operational Due Diligence
      Block

      Our Leaders

    • Operations & Supply Chain
      Block

      Practice Areas

      • Planning
      • Procurement
      • Manufacturing
      • Logistics
      • Distribution
      • Supply Chain Strategy
      Block

      Our Leaders

    • Organization Design and Effectiveness
      Block

      Practice Areas

      • Commercial Excellence
      • Performance Improvement
      • Value Activation
      • Transformation
      • Strategy Execution
      Block

      Our Leaders

    • Performance Improvement
      Block

      Practice Areas

      • Dynamic Performance Management
      • Cost Optimization
      • Working Capital
      Block

      Our Leaders

    • Post Merger Integration
      Block

      Practice Areas

      • Carve-outs & Divestitures
      • M&A Synergies
      Block

      Our Leaders

    • Predictable Innovation
      Block

      Practice Areas

      • Predictable Innovation
      Block

      Our Leaders

    • Pricing & Revenue Optimization
      Block

      Practice Areas

      • SaaS Pricing
      • Consumer Pricing
      • Healthcare Services Pricing
      • Industrials B2B Pricing
      • Media & Entertainment Pricing
      • Medtech Pricing
      • Pharmaceutical Pricing and Market Access
      Block

      Our Leaders

    • Private Equity
      Block

      Practice Areas

      • Commercial Due Diligence
      • Operational Due Diligence
      • Portfolio Company Value Enhancement
      • Vendor Due Diligence
      Block

      Our Leaders

    • Procurement
      Block

      Practice Areas

      • Procurement 
      Block

      Our Leaders

    • Strategy
      Block

      Practice Areas

      • Business Unit Strategy
      • Corporate Strategy
      • Growth Strategy
      • New Product
      • Shareholder Value Management
      • Edge Strategy®
      Block

      Our Leaders

    • Sustainability
      Block

      Navigating the Journey To Decarbonisation

      Fuelling the Future of Aviation

      Practice Areas

      • Sustainability
      Block

      Our Leaders

  • Leadership
    • Leadership
      Block

      Regions

      • Americas
      • Asia-Pacific
      • Europe
      • Expansion to the Middle East
  • About
    • About L.E.K.
      Block

      Who We Are

      What We Do

      What We Believe

      Our Sustainability

    • Who We Are
      Block

      Get to Know Our People

      Meet Our Practitioners

      Learn Who Heads Our Organization

      Look at All the Places We Go

      Find L.E.K. In the News

    • What We Do
      Block

      Discover the L.E.K. Collaborative

      The Edge Strategy framework 

      L.E.K. Sustainability Centre of Excellence

    • L.E.K. at the World Economic Forum
    • Our Sustainability
      Block

      Environmental Responsibility

      Community Responsibility

      Diversity and Inclusion

      Pro Bono Work

      Sustainability Centre of Excellence

    • The L.E.K. Network
      Block

      Discover the L.E.K. Network

    • Books
      Block

      Predictable Winners: A Handbook for Developing, Forecasting, and Launching New Products and Services

      Edge Strategy: A New Mindset for Profitable Growth

      Where Value Hides: A New Way to Uncover Profitable Growth For Your Business

      Expectations Investing: Reading Stock Prices for Better Returns

  • Careers
    • Careers at L.E.K.
      Block

      Why Join L.E.K.?

      Life at L.E.K.

      The L.E.K. Career

       

       

       

       

       

       

    • Why Join L.E.K.?
      Block

      Who We Are

      • Get to Know Our People
      • Meet Our Practitioners
      • Learn Who Heads Our Organization
      • Look at All the Places We Go
      • Find L.E.K. in the News

      What You'll Do

      • Enhanced Opportunities
      • Flexible Work Options
      • Mentorship & Coaching
      • Roles at L.E.K.
      • Training & Professional Development

      What We Do

      • Discover L.E.K. Collaborative
      • Books
      • Edge Strategy Framework
      • L.E.K. Sustainability Centre of Excellence

      We Are Global

      • International Programs
    • Life at L.E.K.
      Block

      Community Responsibility

      The L.E.K. Network

      Diversity and Inclusion

      Environmental Responsibility

      Pro Bono Work

    • The L.E.K. Career
      Block

      Enhanced Opportunities

      Flexible Work Options

      International Programs

      Mentorship and Coaching

      Roles at L.E.K.

      Senior Staff Development

      Training and Professional Development

    • Apply
      Block

      Why L.E.K.

      Life at L.E.K.

      The L.E.K. Career

    • Life at L.E.K. Blog
      Block

      Discovering a Consulting Career

      Inside L.E.K.

      The Recruiting Experience

  • Search
  • English 🇺🇸 🇬🇧
  • Português 🇧🇷
  • 简体中文 🇨🇳 🇸🇬
  • Deutsch 🇩🇪
  • 日本語 🇯🇵

Breadcrumb

  • Home
  • L.E.K. Insights
  • Current: 4 Principles for Improving Customers’ Digital Experience
voice assistant

4 Principles for Improving Customers’ Digital Experience

Dan McKone, L.E.K. Consulting
Dan McKone
Read more
Related Practice
Customer Experience
03312023120303

Related Insights

Smart Chart
Consumer Products

2025 US Footwear and Apparel Brand Heat Index

May 1, 2025
Executive Insights
Pet

Beyond Dogs and Cats: Exploring Growth in Other Backyard Animals and Wildlife

February 5, 2025
Video / Webinar
Artificial Intelligence

Look Forward 2025: Proving AI’s Value

January 16, 2025
Executive Insights
Healthcare Services

The Evolution of Structured Weight Management Programs

November 14, 2024
Published Articles
Digital

It’s time to go all-in on digital: Four key strategies of successful leaders

November 7, 2024
Video / Webinar
Digital

Driving AI Success: Leadership Strategies from the C-Suite

October 11, 2024
L.E.K.

Social

  • LinkedIn
  • Twitter
  • Instagram
  • Youtube
  • Facebook

Footer Menu

  • Insights
  • Industries
  • Capabilities
  • Leaders
  • Careers
  • Offices
  • Contact Us
© 2025 L.E.K. Consulting

Footer Utility

  • Privacy Center
  • Modern Slavery and Human Trafficking Statement
  • Fraud Alert
  • Manage Email Preferences
  • Web Accessibility Statement
Edge Strategy® is a registered trademark of L.E.K. Consulting LLC
L.E.K.

Social

  • LinkedIn
  • Twitter
  • Instagram
  • Youtube
  • Facebook