Digital needs transformation

Written by
Laurence Cramp

Digital needs transformation

Written by
Laurence Cramp

Digital needs transformation

Written by
Laurence Cramp

Putting the transformation in digital

There are so many posts out there talking about digital and digital transformation in particular. More and more organisations are looking for higher quality products and services and want to ensure the productivity and efficiency of their staff. Service organisations are looking for even greater operational efficiencies and businesses turn to digital tools to drive cost savings.

As we've written before, digital isn't the goal of digital transformation. Digital is a method and toolset to enable the transformation not the other way round. It can be really easy to get excited by the new tools or the complexity of the software implementation and forget the need for focused effort on making the transformation a success.

Digital transformation in your organisation

The truth is that digital transformation has a major impact on your workforce. This is especially the case if your starting point is a sort of managed chaos of disjointed IT applications, systems and processes. It might be that your employees, whilst they would prefer better ways of working, have in fact been able to make things work in spite of the systems, and processes hang together in a fragile balance. There may be hidden complexity that you won't be aware of and staff working in disconnected areas who need help to change.

For digital transformation to work, business processes need to follow the customer experience. True transformation can't be achieved by the customer experience following the process (unless there are some unavoidable reasons why certain processes can't be changed such a regulatory reasons). When embracing a digital transformation processes and functional roles and your business operating model will be challenged and transformed and your organisation will likely need new skills and capabilities. In this context how can you deliver digital without the enabling transformation?

Digital needs change management

As we've written about in the change management section of this site, you can't overlook the effort you need to put in to manage change alongside your digital implementation. Senior leaders need to articulate a compelling reason for the change and role model the change across the organisation. Your employees need to understand “what’s in it for me” and the chance needs to be communicated and repeated.

Processes and systems that get in the way of the transformation that is needed, must be approached with flexibility. You will need to move away from creating rigid and static processes and people siloed in your organisation. Digital transformation done right, should transcend traditional roles like sales, marketing, and customer service. Instead, digital transformation begins and ends with your customers and your customer journey.

Why not take a look at some of the other blogs and articles here and also over at our sister site Leadent Digital.

Speak to us

Leadent Digital helps organisations to achieve transformational change. We love developing apps that transform customer experience and help you deliver a more frictionless service experience across all of your contact points and channels. Why not get in touch to tell us more about your current CX priorities?

https://leadent.digital