Or does it simply to just wallpaper over the cracks and problems?
This is a question I've been wresting with lately and one that's let me to reconsider the work I do and scope of what Ideal Interface is actually involved in.
Or to put it another way, let me share with you a few key parts of a digital strategy outline and one that companies could use as the basic of their own.
Strive to be 'digital first':
Whether this be in the way you communicate to prospects, the way you design your core services or the way you integrate with business partners, 'digital first' is both a philosophy and a key requirement.
Accept change as a constant:
Understand that there is a continual change in customer & user preferences, channel shift patterns and technology trends.
Be inclusive and user-centred:
Providing self-service functionality via digital touch-points isn't enough. You need to do this regardless of a user's: ability, connection, device and location.
Whether this be by providing relevant, timely & targeted information or by maximising revenue using sophisticated conversion optimisation techniques, nothing stands still and everything needs to be tested, modified, measured and tested again (and quickly).
I'll leave this one up to you.....