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In the digital age, your business is defined by technology. Your business wants to evolve.

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.

In this document:

  • Learn how to define and create digital transformation
  • Discuss technology leading the technological revolution
  • Develop a plan for your own digital transformation

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