The Impact of a Customer-Driven Digital "Product" Mindset

This Is CX

In this episode, Mike and Paul are once again joined by Kyle Hutchins, Senior Director and leader of WMP's Digital practice, and Nick Hahn, Director in WMP's Digital practice, to discuss CX's impact on an organization's digital transformation efforts. During this conversation, the group discusses the need to be a "capabilities-led" organization that puts the customer journey at the heart of the business, including potential overlap or alignment with CX capabilities, to make digital transformation successful. The conversation wraps up with a couple of key takeaways for CX leaders to fully support (or lead) their organizations' digital transformation efforts.