White Paper

"Go Live" Is Just the Beginning

Digital Transformation Requires a New Approach to Technology Implementation

Companies tend to think about digital transformation as a finite project with defined start and end dates rather than as a strategic initiative. Their primary focus is on design, development, and going live with a new CX technology solution. With this approach, they overlook the critical first step: assessing their organizational readiness. Do they have the right strategy, structure, processes, and people in place to meet their business objectives?


  • Why seamless experiences are table stakes for today’s customers
  • How hyper focus on technology obscures key omnichannel challenges and why preparing for the post-implementation reality requires new capabilities
  • How to identify and assess the right partner for digital transformation and find success beyond “go live”