Keith Barber, Director of Digital Customer Experience at Tyson Foods, a $40 Billion food manufacturer, first approached Lima Consulting Group (LCG) as a strategic partner for its digital transformation early last year. This case study describes how LCG leveraged its Digital Transformation Maturity Model (DTMM) with Tyson to:
- Break the digital inertia within Tyson’s leadership team to build consensus for the plan, and get it unanimously approved and funded
- Develop a comprehensive cross-functional and step-based digital strategic plan to align the performance, people, processes, and platform needs of the organization
- Enable direct digital engagement with the more than one million B2B customers served by third parties and distributors
- Scale the digital capabilities of the salesforce to provide more control and insight into relationships with high-touch clients while simultaneously establishing direct lines of communication with the millions of smaller B2B customers
The challenges Tyson faced during its digital transformation and how they overcame them offer lessons for any organization that seeks to improve the customer experience using digital channels.
