Are your customers leaving you behind digitally? Are they seeking out other companies that provide great digital customer experiences? These are far from idle questions. Customers are increasingly demanding to interact with companies anytime and anywhere. For instance, 72% of customers in a recent survey said they would replace some traditional channels with mobile apps if the capability was available.~1 Given that, enterprises must strengthen their digital business models - how they engage their customers digitally to create value, via mechanisms such as websites and mobile devices.2 If your company doesn't offer a great digital experience, many customers, particularly younger people, will move to industry competitors or do more business with companies like Amazon.com that offer great customer experiences digitally, operate in adjacent industries and are starting to offer services similar to yours. To make this change more difficult, a great digital business model challenges the traditional physical business model that relies on places (such as bank branches, bookstores or department stores) and people (such as sales teams or insurance agents) to delight a customer. A digital business model challenges the physical model in three main areas: internal power, since who "owns" the customer's
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