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Conclusion: A digital strategy and the need for organisations to undertake numerous projects to achieve digital transformation have become the new norm. Digital strategies often require organisations to complete major transformation projects to deliver the outcomes required of the strategy. However, a digital strategy is not just about technology, it is a holistic strategy that involves change across the business processes, to improve both the organisation’s bottom line and the customer experience.

The considerations you must address in development of your digital strategy are much broader than just technology, or indeed just internal business processes or people skills. A digital strategy is about running the business in a smarter, more efficient and effective way, which allows customers improved and faster access to products and services.

For a digital strategy to deliver the best outcomes for the organisation, the customer experience must be the key consideration. Only from the customer’s perspective can the considerations of people, process and technology be best achieved.

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