At the upcoming 50th World Economic Forum Annual Meeting, attendees will discuss the need for companies to transform their business models and build a cohesive and sustainable world. I've given a lot of thought to what that will take.
Definitely a revolution in technology. Artificial intelligence and other advanced technologies have taken off in the last few years, but end-to-end digital transformation is still a struggle for many businesses. I believe this is largely because companies undervalue experience.
Experience goes beyond the front-end interaction with a customer. It includes employees, clients, partners, and vendors. To deliver a seamless experience you must engage the breadth of your organization across the back, middle, and front office. When done correctly, this is a holistic, design-led approach that tightly weaves together all touchpoints, interactions, and experiences across all aspects of the business.