Digital Transformation? But are you doing what is right for your customers? Customers want their service with minimal interruption to their daily lives. Despite your strategy, they know your company at the operational level. And your company is just the worst. Doing the basics right for digital initiatives becomes more difficult as complexity increases, especially where web technology is involved. Fixes and improvements are par for the course. Yet many companies are still surprised by this reality. The value of plentiful monitoring, continuous improvements, automation and operational effectiveness cannot be overstated, especially in the new world of digital. Your customers care and so should you. They are watching. They expect excellence. And you may be damaging their joy.