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Has anyone on here read "Digital Hesitation" yet? Thoughts?

JasminePilar Manager, Offers Research & AdvisoryMember | Enthusiast ✭

Heard JB and Thomas talking about "Digital Hesitation" on the TECHtonic podcast. Have you read it yet? What stood out to you?



  • CarlosAlves
    CarlosAlves Sr. Product Manager TSIA Administrator, Moderator, Founding Member | admin

    I did! The future is already here... what was said to be trends demand action now. Main insights to act upon:

    1. Establish recurring revenue earnings, instead of transactions

    2. Create a better digital experience for customers

    3. Increase customer retention

    4. Accelerate your capacity to increase market share


  • DougCaviness
    DougCaviness VP, B2B Strategy & Partnerships Member | Expert ✭✭✭

    To add to the list of @CarlosAlves, I would summarize as something like: product needs to be reimagined now as the sum total of customer experience; and customer experience needs to be intentionally designed and delivered to reduce the customer's friction in achieving their desired outcomes.