Why have a strong Digital Culture?

Pallavi Agarwal
3 min readJul 7, 2021

A strong digital identity allows an organization to be close to its customers across channels, wherever they are, and helps in building long-lasting customer relationships. A digital identity can be developed by understanding the contextual dimensions of a digital experience and using technology to implement the same, but it isn’t as easy as it sounds.

What makes a customer tick — online or offline, can’t just be defined by ‘digital’ or ‘data’. The perception of customer experience is complex and diverse like human emotions and is impacted not just by organization as a whole, but also by individual employees. And, a crucial element that most organizations ignore is ‘Culture’.

Digital Culture drives Customer Centricity

Digital culture is a cause célèbre.

As more organizations delve into digital transformation and seamless customer experience, they want to ensure that the change sticks but very few think of culture as a means. Long term results can be achieved by instilling a digital customer-centric mindset in employees.

To create a seamless digital customer experience, an organization should focus on creating a digital customer-centric culture. No one can ignore the famous quote by Pete Drucker, “Culture eats strategy for breakfast”. Culture is as important as strategy and impacts…

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