FEATURE: DIGITAL TRANSFORMATION
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As consumers expect more their organisations, improve customer
from technology in the digital experience and attract prospective Gen-Z
employees who are emerging to dominate
age, business leaders have the job market. This change is being driven,
no choice but to meet the in part, by the customer. Our world of hyper
growing demands of both connectivity shaped by instant access to
their consumers and their online communication and streaming
employees. Jonathan Bridges, services, is transforming customers’
Chief Innovation Officer at expectations of businesses. Now, they expect
experiences that reflect the immediacy of
Exponential-e, discusses how personal communications – so businesses
businesses must take note in must take note.
order to achieve successful
Digital Transformation. ‘Digital Transformation’ –
to be or not to be?
D
igital technology has become
so omnipresent, it’s now
no longer an option for an
organisation to make a
distinction between ‘being digital’ or
not. In January 2020, it was estimated
that 4.5 billion people use the Internet,
encompassing 59% of the population.
As such, incorporating digital practices into
the workplace is vital for its survival. Many
organisations are searching for more agile
ways of working by taking advantage of
increased connectivity, cloud computing,
Artificial Intelligence (AI), Internet of Things
(IoT) – among countless other forms of bold
new technology.
As a result, overhauling operations is at the
top of everyone’s agenda to future-proof
Enter Digital Transformation. It’s no secret
that Digital Transformation has become a
buzzword, the concept slippery and difficult
to grasp. This is because the term has
become so widely used that it’s difficult to
understand what it actually means. And
it’s not just lip service; as the digital world
moves so fast, organisations struggle to keep
pace with the complexity of overhauling
operations to become inherently digital.
It’s no wonder then that there is a
substantial gap between what organisations
are expecting from their Digital
Transformation and what they are getting.
A PWC survey, which looked at the progress
of Digital Transformation, found that 91%
of respondents expected to create better
customer experiences via digital efforts, but
only 71% said they actually realised value.
The lesson? Digital Transformation is – or
at least should be – a continual process.
Sometimes, organisations claim to have
carried out multiple Digital Transformation
projects. In these cases (often in larger
companies), Digital Transformation
can introduce a mass churn mindset
Why a consultative
approach is the key to
Digital Transformation
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