Even allowing for a substantial measure of “this is what I am supposed to say,” enterprise executives rank the danger to profits and operating costs by 2023 as much more important issues than threats to customer experience, which is among the least likely to suffer from disruption in the near future.
What stands out in a recent McKinsey survey of 1140 senior enterprise managers is the concern that existing products and revenue models could be endangered and that new digital products must be created.
Even when some equate “digital transformation” with “customer experience,” that does not seem to be the way most enterprise profit center managers, C titles or directors seem to see matters. As always, the ability to generate profit at desired levels tops all other concerns, with operating costs also top of mind as that affects profits.
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