In the local language, we don’t differentiate between EFFICIENCY and EFFECTIVENESS, yet the variance and aim between the two are significant
Many companies going through digital transformation only talk about efficiency – the ability to achieve intended results with the least effort, time, and resources. In my humble view effectiveness should be considered the aim, where efficiency comes out as derivative from effectiveness – the ability to produce better results than delivers more value and achieves a better outcome.
Customer Experience is an essential growth driver that is gaining weight. The future will be guided by how the customers think and feel, and how they react to the quality and depth or lack of interaction in any touchpoint or engagement.