Digital transformation without an ownership culture can digitise poor service

MyJoyOnline · 2026-10-13T15:06:05.000Z · Technology

Digital transformation has reshaped how customers interact with businesses. Customers can now pay, lodge complaints, request information, and access services through mobile apps, websites, chatbots, and social media. These advances promise speed, convenience and a better customer experience. Yet a critical question remains: what happens when the technology works, but the service mindset behind it does not?

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