How organisations can embrace digital innovations for better customer satisfaction

I recently went through two experiences that made me think about what it means to go digital in Kenya today.

The first was an application for a national identification document. On realising I needed one, I quickly did a Google search on how to make the application and was delighted to see that the process was now online! I filled in the form, paid the fee and pressed the “apply now” button at the bottom of the screen.