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Is taking a customer-centric approach to digital transformation an effective strategy?

I've been across manufacturing and services industries. In the service industry, you always put the customer at the center. For the hospital chain that I’m working with as a technology advisor, we rebuilt the journeys by putting the customer—the patient—at the center. What does the patient look for when they come to a hospital? Originally it was all about selling services to them, so I said, “That has got you to a certain place. Would you like to think differently?” We digitalized all the journeys, from our website to our social media, to the mobile app and everything else in between. And our NPS has been going up. It's been a great journey working with the marketing and operations teams to help them understand how to use technology. Because a legacy that I inherited in this organization was that oftentimes the technology went live, but then nobody used it. In that case, do you call that initiative a success or a failure? 

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I've been across manufacturing and services industries. In the service industry, you always put the customer at the center. For the hospital chain that I’m working with as a technology advisor, we rebuilt the journeys by putting the customer—the patient—at the center. What does the patient look for when they come to a hospital? Originally it was all about selling services to them, so I said, “That has got you to a certain place. Would you like to think differently?” We digitalized all the journeys, from our website to our social media, to the mobile app and everything else in between. And our NPS has been going up. It's been a great journey working with the marketing and operations teams to help them understand how to use technology. Because a legacy that I inherited in this organization was that oftentimes the technology went live, but then nobody used it. In that case, do you call that initiative a success or a failure? 
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