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Understanding behaviour – are your customers ready for digital transformation?


For many businesses, digital transformation is a no-brainer, by improving customer service efficiency. Digital interactions with customers are faster and more efficient; there are clear cost savings. Ultimately, you will hold a lot more data on your customers, enabling more personalised CX, promoting loyalty and improving your chances of up-sell.

But are customers on board with going digital? For many the answer is a resounding yes, but there are those that resist digital transformation and you risk ignoring this group at your peril – it may just be larger than you think.

Download Craig Strudley’s article as we look at how clients need to understand their customers (and prospects); and how by using a psychological approach in Behaviour Change Modelling (BCM), you can quantify, predict and explain where individuals are on their ‘digital journey’.

For more information on BCM please contact senior research director, Craig Strudley, 03333 208 220,

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