Main point to considerImage
  • Digital transformation and competence are a continuous journey that changes the way businesses operate, respond to market trends & forces and engage with clients
  • Reaching digital maturity is a collaborative business and employees exercise that uses technology as an enabler
  • The new digital culture leads to customer experience, deploys agile methodologies and leverages analytics to evaluate success 

 Lead with Customer Experience 1st

  • Before you roll out any digital initiative, do keep in mind that everything an organization does must ultimately address an existing customer need, challenge or frustration. 
  • Focus on what your customers prefer, and how you can improve their experience. 
  • Your digital success will predominantly be dependent on this single factor. 
  • This can be as much an art as it is a science and it will serve as the key to maximizing your digital Return on Investment (ROI).
Accelerate  & Fail Fast, Learn Fast and Succeed Faster

  • Although digital investments can increase your profitability quickly, as cited by more than 55 percent of CEOs polled by Gartner,² you may not be as successful as others in the first few attempts.
  • It is imperative that you treat your digital investments like you do any other, like a series of experiments. 
  • You can almost never completely de-risk digital projects.
  •  Any failures encountered can serve as learnings for subsequent initiatives. Instead of spending extended periods of time perfecting a solution, use agile methodologies to prototype solutions quickly and then refine them over time.

Cultivate a Digital Culture

  • They say: “Culture eats strategy for breakfast, lunch, and dinner.” A recent report³ by Altimeter lists company culture as one of the top challenges faced by organizations embracing digital transformation. 
  • Digital initiatives are usually owned by specific departments, resulting in competing priorities when enforced on other teams that do not have a ‘digital first’ mindset.
  • In order to overcome this, establish a core team that liaises effectively with all departments to roll out digital programs. Your entire workforce must be sensitized and trained on all aspects of a digital enterprise, including customer centricity, agility, innovation and aligned goals.
  • A workforce with a culture that is open to change and innovation will naturally increase your chances of ‘first time right’ in the context of digital transformation. 
  • And, don’t forget to recognize and reward intrapreneurial employees willing to take calculated risks and drive forth change.

The Right Metrics

  • What cannot be measured cannot be managed or improved. This, of course, applies to digital investments and the associated ROI as well. You must maintain an enterprise-wide perspective on digital investments, and constantly monitor their impact on business. Each digital experiment must be tracked using a specific, pre-determined set of metrics, including both quantitative and qualitative parameters. 
  • Do deploy an analytics engine to model the change in probability caused by the digital action. 
  • This will play a crucial role in improving the probability of your digital programs’ success even before you invest in them.

Build a Partnership Model that Works for You

  • As you focus on overhauling your business model to become more digitally driven, partnering with the right technology and solution providers will become critical. 
  • However, you would also want your existing operations and technology landscape to be able to support any such partnerships. 
  • To optimize this experience, look for platforms that naturally support integrations with most of your business systems or those that extend or create customized integrations. 
  • Also, determine whether to build or buy and select suitable partner models for implementations using metrics like the total cost of ownership and cost of change.