Managers need to realize that digital transformation is not just about technology. It’s really about reinventing your business: your products, your services, your business model, your customer and employee experiences—the whole thing. It means taking a fresh look at everything that previously made you successful.
The pandemic threw everything on its head, and I can’t think of something that’s changed more than experience, how you think about employees and work and how you think about your customers. Some companies are saying that they’re going to go back to how it was before when the pandemic ends. No. People aren’t going back, because they don’t have to go back. You can’t fight digital change.