President, Horizon Holdings
We see many brands that have started their digital transformation, at times partially starting with specific business processes or services, at times gradually, and therefore it is not always the ideal approach. First, the digital transformation has to be successful from the inside out, where the organisation needs to have the right digitally-savvy leader in place with the appropriate plan, strategy, culture, alignment and tools to implement. Second, any digital transformation has to be customer-centric, leverage effective digital technologies that people would like to interact with and ideally be implemented holistically, taking into consideratio
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