Episode 27. How do you measure the success of your digital transformation?

In the search for automating customer service, you sometimes measure success based on how many interactions you avoided thanks to eg a chat bot or a FAQ. Many who do this often do not take into account the real potential that customer contact could entail in the form of extra sales and strengthened relationships, and many do not know if the customer really got the right help. If you do not look at the entire customer journey, you risk missing the goal and the result can be reduced sales and lost customers. We are talking about things you should keep track of when measuring the success of your digitization.