Pantacles (Asia) Consultancy This article builds on my previous post which examined attitudes and awareness about digital transformation among Japanese corporations, and, due to its leading role in the transformation, placed a closer look on marketing functions. I decided to further examine efforts by businesses directly interfacing customers and how these efforts are reflected in customer satisfaction. I would like to highlight reasons behind the gap and outline opportunities that may go beyond the reach of individual IT or marketing departments and involve a reevaluation of corporate strategy, structure and allocation of resources. According to FUJITSU’s survey on digital transformation am
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