Technology Enablement

Key Takeaways

• Technology does not fix broken processes — it accelerates them; automating a poor customer experience produces a faster poor customer experience, which is why process redesign must precede technology investment.

• Platform decisions made on the basis of vendor capability rather than customer outcome requirements routinely generate expensive implementations that improve internal efficiency while leaving customer friction intact.

• The organisations with the best customer experiences use fewer, better-integrated tools than their competitors — complexity in the technology stack is a direct predictor of complexity in the customer experience.