A recent Gartner survey of more than 3,000 B2B and B2C customers found that only 14% report actually doing something different after having a digital interaction with a company.
Digital differentiation will not come from a smooth, intuitive user interface. Organizations should instead focus on customer-facing digital experiences that shift behaviors and beliefs. This can be achieved with the help of digital orchestrators — executives who innovate throughout the business by identifying new insights and influencing resource allocation.
Download this case study featuring three financial institutions that led digital experience innovations to shift customer behavior and beliefs. Digital orchestrators do this by:
- Finding opportunities for course change
- Pinpointing a narrow customer need
- Prioritizing company actions to meet that need