This whitepaper defines digital transformation as improving customer experience and operational efficiency through adopting and integrating digital technology, noting CX typically yields better ROI unless operations run at very high scale, and that transformations are often triggered by shifts in competition or major structural change like acquisitions (pages 4–5). It presents a six-step roadmap: assess the current technology state and define personas, journeys, and critical-to-return outcomes with measurable metrics; identify true pain points beyond “squeaky wheel” requests; define a phased roadmap plus target-state architecture; execute with elastic staffing, partner support, and an MVP mindset across platforms like UXP, CRM, accounting, ERPs, and integration layers; measure results cont

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