By Amanda AKUSHIE …Digital transformation is not about adopting the latest tools. It is about delivering better outcomes. Digital transformation that does not prioritize customer effort, simply accelerates dissatisfaction. Across industries, digital transformation has become a strategic priority and many organisations are investing heavily in mobile applications, chatbots, self-service platforms, ERP systems and automation tools […] The post Digital transformation without customer experience is just expensive automation appeared first on The Business & Financial Times.
technology
Digital transformation without customer experience is just expensive automation
Business & Financial TimesBy Christabel DansoThu, 23 Apr 2026 · 1h ago0 views
Share:
Photo credit: Business & Financial Times
Digital transformation, a strategic priority for many organizations, involves significant investment in tools like mobile apps and automation. However, the author argues that without prioritizing customer experience, these efforts merely accelerate dissatisfaction and become expensive automation rather than delivering better outcomes.
Source
Business & Financial Times
#["Features"#"Opinions"#"Amanda AKUSHIE"]