Defining Digital Transformation

Duration: 45 minutes, self-paced

This course sets the stage for service excellence and the knowledge journey. What do we mean by digital transformation, why is it important, and what role does knowledge management play in a digital transformation?

Formerly called “Digital Transformation Fundamentals, this course provides an in-depth exploration of the impact of Digital Transformation on service delivery and knowledge management. Participants will learn key characteristics of digital transformation, examine customer expectations, and understand how service organizations and agents can leverage digital tools and practices to enhance customer value and operational efficiency.