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Digitalization without online data

πŸ’₯ Online teams should not focus on online data for digitalization πŸ€–….

Digitalization is making something digital that isn’t. Looking at things that are already digital is the wrong place to start. πŸ€¦β€ 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:
πŸ‘‰ Did clients try digital and failed or didn’t they try a digital channel at all?
πŸ‘‰ Why do clients need a non-digital channel?
Focus on the source of the problem, don’t make minor tweaks to what already works.

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