💥 Online teams should not focus on online data for digitalization 🤖….

Digitalization is making something digital that isn’t. Looking at things that are already digital is the wrong place to start. 🤦‍ Digitalization should focus on non-digital actions by your clients (i.e. your contact center or physical store). And then you’ll quickly encounter questions that are difficult to answer by online Analytics / Hotjar:
👉 Did clients try digital and failed or didn’t they try a digital channel at all?
👉 Why do clients need a non-digital channel?
Focus on the source of the problem, don’t make minor tweaks to what already works.