Key factors that drive a successful shift of product-to-customer centric in digital transformation consulting firm: a case study of deloitte consulting Thailand

Abstract

In the evolving landscape of consulting firms amidst digitalization, there has been a remarkable shift from traditional product-oriented approaches to a customer-oriented paradigm. This transformation responds to escalating client demands for strategic digital solutions that seamlessly integrate technological advancements into business operations. This paper examines Deloitte Consulting Thailand as a case study, underlying how their transition has fostered significant growth during the digital transformation era. Emphasizing the noteworthiness of customer-centricity, the research further investigates mechanisms for collecting and leveraging customer data to magnify service delivery and satisfaction. By integrating insights from current literature, this research accentuates the strategic importance of prioritizing customer needs as a fundamental layer for competitive advantage in today’s digital economy.