Jennifer Jones — Chief Strategy and Experience Officer, RGP
Published:
It’s crazy that this stat really hasn’t changed in probably 20 years, but the fact that still transformations, digital transformation, 70 to 80% fail. And if you look at the reasons why… they’re all people problems… I feel like people… underestimate the people involved and overestimate the technology and data to support the issue.
What does Jennifer Jones say on The Agile Brand with Greg Kihlström?
Jennifer Jones, Chief Strategy and Experience Officer, RGP, says: In this interview, Jennifer Jones, RGP's Chief Strategy and Experience Officer, explains why many customer experience efforts fail because organizations neglect the employee experience and treat transformation as a tech-first, project-based effort. She urges leaders to prioritize human-centered diagnostics, sequence technology after understanding user needs, and adopt a continuous product mindset—ongoing listening, feedback, and development—rather than assuming digital initiatives are ever truly "done."
From: The Agile Brand with Greg Kihlström