Technology can give you many flexible ways to reach the customers. But customers should feel, that they are being reached.
This happens only when you reach/touch their hearts, with true service and commitment. Satisfaction in service is a feeling of the heart.
Digitalisation or transforming digitally will not necessarily do this, unless organizations transform their service culture, in delivering real value to their customers and with committed customer service. Which is evident in the way they do service provisioning !
Value is always customer’s perspective, not service provider’s !
The biggest barrier in realizing digital transformation is, ignoring the true committed customer service with an end to end service culture, and value creation for customers.