As the behviour of customers is changed and it is the real digital transformation, so now companies need to think about their working behaviour or agenda. It is mandatory now to take action to understand the customer behaviour and make changes accordingly.
Now anyone can think, that his business customers have not changed and they are giving orders same way like they do, why i need to adopt digital. But the answer is simple, your customers are not only your consumers, they are using other daily world too,
they are using Google, Netbanking and ordering food online etc. and getting everything ready on one click. So surely they will expect something best experience from you also. From a Digital point of view, Customers are getting best experiences online and they are going to compare you with that experience but not with your competitors.