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BCG Bytes

Welcome to BCG Bytes, a collection of BCG’s current thinking about all things digital by our experts in Australia and New Zealand. In this edition, we talk about customer journeys and their impact on successful digital transformation.

Lots of people are talking about ‘Customer Journeys’ at the moment, as being one of the keys to unlock the potential of digital transformation. Being customer-centric is not new, but in today’s digital age how do you ensure you are meeting customer needs, when their expectations are evolving so rapidly and shaped by influences beyond traditional industry boundaries?

The customer is always right - which is why smart businesses are learning to follow their journey

Digital is changing customer expectations, and in Australia companies who don't adapt will be left behind. BCG's global customer journey expert, Roman Regelman, takes a look at the changing face of the customer journey.

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What Digital champions do differently

BCG's latest Digital Acceleration Index (DAI) infographic explores what digital champions do differently from the laggards.

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