to download the report
Digital Disruption: have you been disrupted yet?
Digital disruptors are encroaching on the territory of traditional organisations with new business models that pose a very real threat to their very existence. No organisation, industry or region will avoid digital disruption.
Philippe Lemoine, Chairman of Next Generation Internet Foundation sums up this era of digital disruption nicely when he says: “What’s new about this phase, characterised by the word ‘digital’, is that the technology race is no longer driven by large organisations, but by people”. Digital disruptors are serving customers with better experiences and in order to compete established organisations must focus on the customer and optimise each experience, at every touchpoint across the customer journey.
As Peter Drucker, the legendary management consultant once said: “The purpose of a business is to create and keep a customer”. This serves as a guiding principle for both established businesses trying to maintain market share and for new start-ups that are trying to break through.
In this paper, we look at the reality that is digital disruption and why it is happening. We’ll explore who the digital disruptors are and why they’re achieving success. We’ll also look at why digital disruptors have the edge on customer experience and what traditional organisations must do to minimise the threat.