The traditional digital operations process often mirrors the print industry, with a focus on internal drivers and baton passing between teams, resulting in delays and missed customer insights. This approach can lead to wasted time and resources, as well as failed projects. A modern digital playbook is needed to bring teams closer to the customer, leveraging customer data and insights to drive the process forward. The old way of working ignores the advantages of the digital world, including access to vast amounts of real-time customer data. In contrast, a new approach puts customers at the center, featuring faster turnaround times, templates and features built in weeks, and built to scale from the start. This approach enables platform teams to build reusable components, pass them to experience teams for composition and launch, and create a cycle of continuous improvements with user input driving the process.