How to Accelerate Digital Transformation
Let’s know about the creating a compelling customer experience with digital transformation
Organizations are waking up to the fact that transforming digitally is no easy feat.
Modernizing legacy infrastructure, which remains a central part of many IT environments, is easier said than done, and many initiatives are still relatively immature. With worldwide technology spending expected to exceed $4 trillion this year, it’s evident that enterprises need the right roadmap to maximize their investment.
Putting Customer Experience at the Heart of Digital Transformation
However, before companies can devise this roadmap, they first must answer a critical question: what is the end goal of our digital transformation project? Of course, there are numerous reasons that the average organization embarks on a digital transformation initiative. But if a company is to be truly successful, it’s important that they view creating a compelling customer experience as the primary driver behind their digital journey.
Numerous research results support this fact. For example, according to PwC, 73% of customers point to experience as a key factor in their purchasing decisions, behind just price and product quality. Forty-two percent would pay more for a friendly, welcoming experience and 65% say that a compelling customer experience is more influential than great advertising. Deloitte found that customer-centric companies were 60% more profitable than their peers and that CEOs who focused on customer experience enjoyed greater revenue gains than those who prioritized other areas.
Mind the Technology Gap
After companies have focused digital transformation around the customer experience they must evaluate how their technology can support this goal—and this is a complex undertaking. While the specifics vary by industry, at a minimum every company needs to unify all of the processes, technologies, data, partnerships, and integrations involved in typical customer interaction. Add to this the challenges associated with relying on legacy systems and compliance with industry-specific regulatory requirements, and it’s clear that navigating technology considerations is a significant undertaking.
What can companies do to overcome these and similar digital transformation challenges without sacrificing other technology investments or business priorities?
4 Pillars of Digital Transformation Success
There are four key considerations for a successful digital transformation roadmap that can accelerate success and lay the framework for ongoing innovation:
1. Clarity
Approaching digital transformation with clarity in mind is critical, otherwise, companies run the risk of biting off more than they can chew. Strategies should provide clarity on the project timeline, what technologies will be modernized, which processes will be optimized, and how, as well as insight into the new technologies that will be implemented. It’s also essential that the roadmap detail how all of these elements will combine to fuel the next wave of innovation.
2. Agility
Responding rapidly to changing market conditions is part and parcel of providing a customer experience that delights. Migrating systems to the cloud are one-way companies can increase their agility and better deliver on customer expectations. Another cloud benefit is that it can greatly simplify the deployment and scaling of new solutions, thereby positioning the company for greater success in future digital initiatives.
3. Resiliency
Resiliency is important when you consider strengthening existing systems and designing new ones for long-term success. In a perfect world, these technologies should be built in such a way that prevents them from breaking. When this isn’t possible, however, companies must be able to detect the issue in real-time, respond to it quickly, and ensure customers experience the minimum amount of friction.
4. Simplicity
Organizations should be cognizant of simplicity as they evaluate which processes to modernize. If something is inefficient or does not deliver the intended business benefit, it will likely continue to disappoint even after being updated with new technology.
Future-Proofing through Digital Transformation
It’s simple mathematics: the companies that prioritize the customer experience are those that reap the greatest financial advantage. As more organizations awaken to this reality in the next few years, I think we’ll see a significant chasm emerge between companies that successfully embrace digital transformation and those that struggle to keep up and, ultimately, fall into its depths. Enterprises can establish themselves firmly in the former group by ensuring their digital transformation roadmaps address the considerations outlined above. What’s more, they’ll be better positioned to maximize existing and future technology investments and continue to delight customers in the months and years ahead.
Author:
Rupert Colbourne, Chief Technology Officer, Orbus Software
Rupert has been with Orbus Software since the company’s founding, driving the ongoing vision and delivery of its product portfolio to ensure that its customers meet the increasing demands of enterprise-scale transformation. Over the last 15+ years, he has pioneered Orbus Software’s unique development approach: leveraging the Microsoft technology stack to provide familiar, easy-to-use tools that deliver maximum ROI for customers.
The post How to Accelerate Digital Transformation appeared first on .
Let’s know about the creating a compelling customer experience with digital transformation
Organizations are waking up to the fact that transforming digitally is no easy feat.
Modernizing legacy infrastructure, which remains a central part of many IT environments, is easier said than done, and many initiatives are still relatively immature. With worldwide technology spending expected to exceed $4 trillion this year, it’s evident that enterprises need the right roadmap to maximize their investment.
Putting Customer Experience at the Heart of Digital Transformation
However, before companies can devise this roadmap, they first must answer a critical question: what is the end goal of our digital transformation project? Of course, there are numerous reasons that the average organization embarks on a digital transformation initiative. But if a company is to be truly successful, it’s important that they view creating a compelling customer experience as the primary driver behind their digital journey.
Numerous research results support this fact. For example, according to PwC, 73% of customers point to experience as a key factor in their purchasing decisions, behind just price and product quality. Forty-two percent would pay more for a friendly, welcoming experience and 65% say that a compelling customer experience is more influential than great advertising. Deloitte found that customer-centric companies were 60% more profitable than their peers and that CEOs who focused on customer experience enjoyed greater revenue gains than those who prioritized other areas.
Mind the Technology Gap
After companies have focused digital transformation around the customer experience they must evaluate how their technology can support this goal—and this is a complex undertaking. While the specifics vary by industry, at a minimum every company needs to unify all of the processes, technologies, data, partnerships, and integrations involved in typical customer interaction. Add to this the challenges associated with relying on legacy systems and compliance with industry-specific regulatory requirements, and it’s clear that navigating technology considerations is a significant undertaking.
What can companies do to overcome these and similar digital transformation challenges without sacrificing other technology investments or business priorities?
4 Pillars of Digital Transformation Success
There are four key considerations for a successful digital transformation roadmap that can accelerate success and lay the framework for ongoing innovation:
1. Clarity
Approaching digital transformation with clarity in mind is critical, otherwise, companies run the risk of biting off more than they can chew. Strategies should provide clarity on the project timeline, what technologies will be modernized, which processes will be optimized, and how, as well as insight into the new technologies that will be implemented. It’s also essential that the roadmap detail how all of these elements will combine to fuel the next wave of innovation.
2. Agility
Responding rapidly to changing market conditions is part and parcel of providing a customer experience that delights. Migrating systems to the cloud are one-way companies can increase their agility and better deliver on customer expectations. Another cloud benefit is that it can greatly simplify the deployment and scaling of new solutions, thereby positioning the company for greater success in future digital initiatives.
3. Resiliency
Resiliency is important when you consider strengthening existing systems and designing new ones for long-term success. In a perfect world, these technologies should be built in such a way that prevents them from breaking. When this isn’t possible, however, companies must be able to detect the issue in real-time, respond to it quickly, and ensure customers experience the minimum amount of friction.
4. Simplicity
Organizations should be cognizant of simplicity as they evaluate which processes to modernize. If something is inefficient or does not deliver the intended business benefit, it will likely continue to disappoint even after being updated with new technology.
Future-Proofing through Digital Transformation
It’s simple mathematics: the companies that prioritize the customer experience are those that reap the greatest financial advantage. As more organizations awaken to this reality in the next few years, I think we’ll see a significant chasm emerge between companies that successfully embrace digital transformation and those that struggle to keep up and, ultimately, fall into its depths. Enterprises can establish themselves firmly in the former group by ensuring their digital transformation roadmaps address the considerations outlined above. What’s more, they’ll be better positioned to maximize existing and future technology investments and continue to delight customers in the months and years ahead.
Author:
Rupert Colbourne, Chief Technology Officer, Orbus Software
Rupert has been with Orbus Software since the company’s founding, driving the ongoing vision and delivery of its product portfolio to ensure that its customers meet the increasing demands of enterprise-scale transformation. Over the last 15+ years, he has pioneered Orbus Software’s unique development approach: leveraging the Microsoft technology stack to provide familiar, easy-to-use tools that deliver maximum ROI for customers.
The post How to Accelerate Digital Transformation appeared first on .
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