As digital strategy consultants, when it comes to Digital Transformation, we see an organizational lack of shared vision (between IT/LOBs) more often than not.
What we typically hear is:
One final common challenge comes from organizations that know why they need to adopt new technologies for transforming their business, but don’t know how to go about doing it.
In each of these cases, there’s generally support from the leadership team to explore and move forward with identifying and implementing new technologies (e.g. mobile, AI/ML, IoT, etc.), but they don’t know where or how to start. So, leadership will task an individual or team with researching solutions, meeting vendors and even conducting proof-of-concepts or building prototypes. The challenge is there’s no clear understanding of “why they are looking at these technologies” or “what problem they’re trying to solve.” So, what ends up happening is that companies will choose and implement a solution without aligning it to a specific use case or business objective (e.g. improve the customer experience, increase employee productivity). Or, they’ll identify the right technology solution from a functional perspective without consulting IT to determine how it will be integrated or if it complies with security standards, ongoing support, etc.
We also typically see what I refer to as a “Siloed Approach”: organizations that create a whole department or Innovation Team. This is a decent approach so long as the department or team is aligned with the organization’s business goals, and understands IT’s readiness to support tech innovation. It’s great to explore new technologies and create cool innovative solutions, but if they can’t be supported by the organization (IT/Business) and don’t deliver any value (e.g. improve operational efficiencies, enhance customer experiences, increase competitive advantages, increase employee productivity) then these organizations are spending investments in time, people and money for the sake of research and development.
Based on the challenges above, the following are our recommendations for achieving digital transformation success:
Don’t let the all-too-common problems of a missing shared vision or lack of focus block your path toward digital transformation. Follow the proven steps above and achieve this critical, company-wide goal. Finally, if your organization wants to provide or update its self-service capabilities for customers, please check out our Digital Solution Kickstart. In just three weeks, this Kickstart helps you develop the perfect Digital Solution to get you well on your way to providing a truly superior experience across all channels. More engaged customers start here.
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