Several years ago, an international utility in North America with millions of customers set out to become more digitally adept. On paper, it was about as big and as ambitious a “digital transformation” as a CFO could face. It was going to be expensive — and as it turned out, frightfully risky.
The goal was to move beyond simple tasks like online bill pay and offer customers new ways to manage their accounts, adjust their energy usage, and sign up for new products and services.
https://www.cfo.com/digital-transformation/2019/10/digital-transformation-one-step-at-a-time/
