This opinion piece raises some thought-provoking issues about where technology is going in the customer-support world. Since the early 1980s, IT has been positioned as a standalone business practice. We now continue to view digital strategy as a separate function to business strategy and product development. With some of the fastest growing businesses in the world building entire digital business models around valuable consumer insights however, this way of thinking is now insufficient.
Digital Strategy is covered in the DBK at Module 2.