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why organisations must allow for those who can’t or won’t move online

  • Written by Angsana A. Techatassanasoontorn, Associate Professor of Information Systems, Auckland University of Technology
why organisations must allow for those who can’t or won’t move onlineGetty Images

We hear the phrase “digital transformation” a lot these days. It’s often used to describe the process of replacing functions and services that were once done face-to-face by human beings with online interactions that are faster, more convenient and “empower” the user.

But does digital transformation really...

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