By definition, digital transformation is all about IT change. Migrating apps to the cloud to improve agility. Rolling out a mobile-first strategy to reach customers wherever they are. Delivering an omnichannel user experience to keep them engaged. Enterprises are spending millions on digital transformation initiatives like these, all with the goals of improving customer service and workforce productivity.
But here’s the uncomfortable question. How do you KNOW these IT changes actually produce a better digital experience for your customers and employees? The answer is you don’t. Unless you measure it.
