In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it’s not just about technology; it’s about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be enablers rather than solutions looking for problems.
But it’s not just about the ‘what’ and the ‘how’; it’s also about the ‘who.’ Roy talks about the role of culture in a company’s digital transformation journey and how it can make or break the strategy. He also discusses the importance of customer involvement, stating that customers are often the ones leading digital transformation.
About Roy Aktinson
Roy Atkinson is a luminary in the fields of customer service, customer experience, and digital transformation. With years of experience and a deep understanding of how technology and people intersect, Roy brings a unique blend of strategic vision and practical advice to the table. He has been a keynote speaker at numerous industry events, sharing his insights on the importance of focusing on the human element in digital transformation. Known for his thought-provoking perspectives, Roy is not just an expert but a catalyst for change, challenging businesses to rethink their strategies and cultures to stay ahead in a rapidly evolving landscape.
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About Gregorio Uglioni
Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions
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