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Digital Ops & Customer ExperienceWhat is “operational digitization” vs. “customer digitization”?
Operational digitization replaces internal processes; customer digitization replaces customer-facing interactions. Most firms digitize operations…
Operational digitization replaces internal processes; customer digitization replaces customer-facing interactions.
Most firms digitize operations before customers, but digital leaders invert priorities.
Channel impacts:
- Branch → workflow tools
- Broker → portals
- Direct-digital → full-stack experience
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