Why Digital or AI First is NOT Always Correct

In the mad dash for going digital or for using artificial intelligence in Enterprise Applications, it is not uncommon to hear senior executives of Fortune 1000 companies speak about “Digital First” or “AI First”. This is not a correct strategy in many (MOST!) cases.

Remember, Digital or AI represents Channel. Technology or Tools. It is means to an end, but not the end. End is Customer Delight, Employee Satisfaction and Shareholder Value (in that order).

You need to choose your channel, technology and tools based on what delights your customers most, what satisfies your employees most and what generates most value for your shareholders. Selecting a technology without keeping customers or employees in mind is like putting the cart before the horse and expecting it to take you places. No, it is not going to run.

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