Digital transformation without an ownership culture can digitise poor service

What ownership looks like in digital service Ownership begins when employees take responsibility for moving a customer’s problem towards resolution.

Technology cannot replace accountability An ownership mindset means accepting responsibility for helping a customer reach a satisfactory outcome, even when the problem originates elsewhere in the organisation.

The real test of digital transformation For businesses in Ghana, where customers increasingly engage with organisations through mobile money, digital banking, e-commerce and social media, the quality of digital service will depend on more than the availability of technology.