When we think about digital transformation, we often think about the impact of technology on the customer experience.
However, research and practice are showing that people and culture can be either a key enabler of success, or a major barrier to transformation.
Customer service – human interaction, is a key driver of customer satisfaction.
🌟Amazon Web Services found that the three main barriers to digital success were culture, skills and siloed organisations.
🌟MIT found that changes such as business skills and customer service training, incentives and operating models had 15 times more impact on the likelihood of success in digitisation than pure changes in technology.
🌟A McKinsey report in 2017 found that cultural and behavioural challenges were the biggest single challenge in meeting digital priorities.
At Big Picture Training, we offer a customer service training program like no other in the not for profit sector. Very relatable and completely tailored to your organisation’s vision, mission and values. Customer Service – Making a Difference, really does make a difference.