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 and Jon Weber discuss a framework for focusing on the innovations that matter.