Steps to digital transformation
How will you respond digitally to your challenges in order to transform your business?
1. What is driving your change?
Transformation of any kind is specific to the organisation and the environment in which it operates but it should be possible to identify key drivers for change, including:
- The need to find new revenue streams and services;
- The need to improve customer experience and provide superior service;
- The need to differentiate in the market and become more competitive;
- The need to find efficiencies and drive down costs.
2. What are you trying to achieve?
Define your strategic priorities and establish key performance indicators (KPIs). Measures of success may be significantly different to what you have previously used, transformation means you can harness innovation and creativity, rather than simply enhancing and supporting traditional methods.
3. Where you are now?
Organisational maturity in the use of technology means that digital transformation looks different depending on where you are. For example, do you provide the following:
- Online customer service;
- Real-time access to detailed customer profiles across all contact points (mobile, web, etc);
- Personalisation based on customer profile characteristics (leveraging data analytics);
- Dynamic/flexible offers tailored to customers interests.
Digitally mature organisations leverage technologies, data and business analytics to better understand customers, including unique preferences, habits and requirements. How digitally mature are you?
4. Adopt the right delivery for your organisation
Change professionals recognise that there is no one size fits all for delivering change – many factors around the people, the processes, the technology and the leadership will make up the culture of the organisation and this will dictate the way in which you navigate change.
But, technology-driven change is accelerating and unpredictable. Many conventional process driven approaches to projects are no longer adequate. Delivering with agility and iteration, responding rapidly to change, learning by doing and realising benefits early are all typical characteristics of digital transformation.
This challenges the organisation’s ability to accept ambiguity, release control and drive ownership deep into the organisation. Introducing agility into your project delivery can offer significant challenges as well as benefits.