Digital transformation is a concept that companies have defined and redefined multiple times in the scope of several decades. For the purpose of this e-book, we will revisit digital transformation as a construct of emerging cloud customer relationship management platforms (CRM), cloud contact center and other software as a service (SaaS) technologies; cloud infrastructure; advanced analytics engines and artificial intelligence. Through this lens, we will address digital transformation as a metamorphic process by which companies improve operational efficiency and depart from generalized marketing, sales and customer service to pursue specific and individualized approaches that improve profits, customer satisfaction and customer retention.
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