I love the picture below (which I borrowed from Dynatrace) … it sums up the new world perfectly.
Today the rise of the “me” continues unabated and the burden on companies to change their focus from an “internally-focussed” (or organisational-centric) view of the world to a customer-centric view of the world, becomes more of a necessity each day.
And with this, comes the requirement for organisations to continue to change the ways they do business and deliver services to their customers.
The way organisations are making these changes is through the application and use of new technology. New technologies that allow them to extend their current IT and Digital capability so that they can deliver new and existing services better, faster and cheaper.
Which begs the question – what does this mean to an organisation. Are they taking their business digital? Moving to the cloud or is this business transformation?
For me, it is a bit of all three – starting with the business.
Helping organisations leverage and navigate technology to achieve real business outcomes, requires a broad-based end-to-end digital and cloud transformation capability.
It also requires new capabilities to manage the customer experience via these new digital channels. Capabilities that allow organisations to understand whether their customers are having a good (or bad) experience; when (and why) they can’t add that item to their shopping cart or why they can’t make that payment on-line.
We know that successful adoption of digital business processes requires more than just technology, it is true organisational transformation.
We also know that the successful adoption of digital IT is not just picking your cloud platform and planning your migration; it has risk and governance considerations, operational, process and people impacts. It also needs to under-pin an organisations core business strategies.
All of which present challenges, especially if the transformation is not managed effectively.
While every organisation’s journey is unique, it should always be driven by business benefits and outcomes. It needs an approach that is simple and effective; one where the customer and subject matter experts work in partnership to navigate the path from legacy environments to a transformed digital environment, one step at a time.
Whether your approach to the application of digital IT is driven by cost, innovation or policy; it needs to be approached in a structured way that addresses strategy, organizational and IT readiness, risk, governance, operations and people and culture. All tied together by a holistic end-to-end view of the customers digital experience and journey.
If you would like to discuss with me how we might be able to help you on your organisations journey, you can contact me here.