How to increase engagement through a new way of communicating: the digital transformation of users through Customer Communication Management (CCM)

By Edoardo Righini

According to Bloomberg, any company can undertake digitization projects (for example, by automating internal processes or planning specific training for human resources), while a real digital transformation project requires a radical change in business strategy that impacts the entire organization.

Obviously, digital transformation is also made of digitization projects, but such projects are not enough to digitally transform the organization. Instead, these require a real change of mentality, which changes the core of the company itself. In his words: “digitization and digitalization are essentially about technology, but digital transformation is not. Digital transformation is about the customer.”

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