Digital Transformation and Winning Customers | Howard Tiersky CX Conversations

Today we’ve got a great guest who’s got a book out there called Winning Digital Customers: The Antidote to Irrelevance, which has been highlighted in the Wall Street Journal’s best seller list and Forbes put it as one of its top business books in 2021. His name is Howard Tiersky and is the CEO of FROM, a digital transformation agency he created that helps companies transform from where they are now to where they need to be to succeed with today’s digital-first customers. “The goal of digital transformation is to catch up to the customer.”

How to win the digital consumer 2:03
Setting the stage of the consumer 4:17
Digital transformation 6:13
Map the journey 14:02
Should you revisit the journey map over time? 21:01

“If you’ve done research like that in the past, if you haven’t refreshed it in the last 12-18 months, it’s really obsolete because customers’ digital needs have changed so much during the pandemic, they’ve accelerated so much that you have to take a fresh look because your customers’ transformation have been faster than usual.” 9:58