Overview

Technologies have precipitated transformations in business and society throughout history. Technology-driven transformations are characterized by how they create new customer experiences. “Digital" transformation is distinguished by "data" and all of the technologies to generate, manage and analyze it.

Data alone is not sufficient, however. We define digital transformation in terms of three pillars: data, process and people. In addition to data, process reflects the customer experience or customer journey. People represent all of the stakeholders in the journey. Digital transformation innovates new journeys by assigning agency to stakeholders and their generation, management and analysis of data.