AI-generated representative image In today’s rapidly evolving digital world, organizations are investing heavily in digital transformation to remain competitive and cater to customer expectations. However, when these initiatives are poorly planned or executed, they can alienate customers and damage brand reputation . A recent experience with a leading bank’s migration to a new internet banking platform highlights critical failures in how digital transformation can go wrong—and offers lessons for organizations aiming to get it right. When the burden falls on the customer The bank’s migration process placed an undue burden on customers to adapt to the new system, a common yet avoidable pitfall in digital transformation. Instead of ensuring a seamless transition, customers were asked to re-register on the platform—a process that could have been handled automatically by the bank. Why should the customer be responsible for re-registering on a platform they already use? Migration of user accounts, settings, and preferences should be the bank’s responsibility, ensuring the new platform works better than the old one without requiring additional effort from the user. To make matters worse, the bank set a tight deadline of less than a month for customers to migrate to the new platform. Effective digital transformation […]
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