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Research Report

Digital Transformation in Education Services

This report is for Education Services members only

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Many education organizations believe that if they have digital content (online learning, social learning, virtual instructor-led learning) that they have successfully navigated digital transformation. The missing component in this belief is the customer experience and the ease with which a customer can do business with the education organization, digitally. This report looks at three variables, purchasability, findability, and communicability, and discusses the user experience in the context of a customer experience scorecard that includes rating the experience based on success, effort, and emotion.

Authored By:

Maria Manning-Chapman

Distinguished Vice President, Education Services Research, TSIA

Publish Date: September 28, 2021

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