How Digital Transformation Is Driving
Customer Experience

 

Digitally-savvy Customers Expect More

According to global market intelligence firm IDC, worldwide spending on Digital Transformation technologies reached $1.3 trillion in 2017; forecasted to surpass $2.1 trillion by 2021. Why so much? #DigitalTransformation is fundamentally enabling businesses to get closer to their customers and thereby accelerating achievement of their mission through innovative, digital solutions.

"Based on a poll of 1,027 UK IT leaders conducted by YouGov between 2017 and 2018 on behalf of Brother UK and the Telegraph which focused on the nations’ attitudes to new, digital ways of working, 48% of respondents believe UK businesses will be digitally transformed within the next 10 years. Additionally, the main benefits companies hope to gain from digital transformation are to be more productive (68%), more customer focused (62%) and more secure (62%)”

- The Telegraph (2018)

Given the scale and imperative of these technology investments – along with the workforce responsible for evaluating and deploying these modernisation solutions – leading executives no longer view IT as a ‘cost of doing business.’ Investments in technology – and technology professionals – are now recognised as transformational assets that enable these organisational leaders to reimagine and redefine their business value, while simultaneously improving the customer experience with enhanced data analysis, and data-led change.

There is broad consensus that #DigitalTransformation is much more than simply enhancing your technology platforms. Organisations are developing a digital business strategy that includes modernising the culture, redefining operating models, innovating product and service strategies and finally, developing and honing modern skills necessary to serve today’s digitally-savvy customers within a highly disruptive, technology-centric marketplace.

Where to Start? Explore our training framework for a successful digital transformation.

View Digital Transformation Training Plan ›

 

What Is Digital Transformation?

Investments in technology – and technology professionals – are now recognised as transformational assets that enable organisational leaders to reimagine and redefine their business value, while simultaneously improving the customer experience with enhanced data analysis, and data-led change.


Kate Goldman, at the London Learning Innovation Event, on why Digital Transformation is not a Hashtag.

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Agility as a Key Enabler in Your Digital Transformation

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Data Behind The Data

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Supporting Digital Transformation

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Why Your Digital Transformation Needs A Digital Business Strategy

The purpose of a Digital Business Strategy is not to simply define the application of emerging technologies. Conversely, its purpose is to architect a revolutionary, data-driven design for improving the customer experience and mitigating disruptive threats to the enterprise. Aside from Amazon, Google, Uber and other known digital leaders, traditional companies are also successfully executing digital business strategies to reinvent themselves to remain relevant in this evolving digital economy –

  • Kaiser Permanente: 52% of their 100M patient visits are now virtual.
  • AIG: Implemented machine learning resulting in automation of >140,000 help desk tickets.
  • Sage: Businesses in the UK spend on average 120 days a year on administration. Freeing up people to focus on what matter will save trillion of pounds annually.
  • GE: Integrated sensors in traditional products, now generating very beneficial data for its customers, and profits for GE; $6B in business line revenue, 20% growth from the prior year.
  • Lifebit: Running on cloud servers reduces their customers computing costs by 80%, allowing large scaling and collaboration between teams.
  • Other Disruptive Companies: Check out these digital trailblazers – Disrupt100.

 

 

the biggest obstacle for most UK companies is budget followed closely by skills and training with most workers believing that training in digital skills should go right to the top.

- The Dawn of the Digital Age, The Telegraph (2018)

These initiatives are not isolated. According to Riverbed – a Gartner 2018 Magic Quadrant Leader – 77% of global decision-makers believe their businesses must actively invest in improving digital experiences in the coming years. Similarly, according to IDC, leading executives are forecasting that by 2020, 47% of revenues will be influenced by their #DigitalTransformation efforts.

These use cases and forecasts strongly validate the importance of fostering a #DigitalCulture across multiple departments and multiple teams, while developing vertical alignment throughout the leadership layers. According to most reports, #DigitalTransformation initiatives are most likely to fail when established organisations fail to assimilate to a #DigitalCulture, given the complexity of this transformation effort within legacy operating models.

 

 

5 Major Phases for Fostering a Digital Culture

Culture is the undercurrent of an organisation. It provides the freedom to high-performing employees to make decisions confidently that help advance organisational strategy. Modernising an organisation’s culture to a #DigitalCulture is creating profound results in how organisations develop agility, attract talent, increase employee engagement, and deliver improved user experiences; faster. A #DigitalCulture will complement, augment, or reinvent an existing culture by accentuating focus on customer experience, digitised operating models, and an optimised workforce.

Implement a Digital Business Strategy

Similar to other strategic plans, the key to a Digital Business Strategy is to empower your employees and the marketplace with a clear and thorough plan for delivering quantifiable business results – expanded value creation, improved customer experience, and a workplace that attracts key talent. Minimally, the Digital Business Strategy must include details about organisational leadership, capabilities and expectations of the workforce, redefining customer engagement, tools and technology modernisation, and a formal communication and change management framework. This crucial phase will help establish the vision for change.

Engage the Entire Organisation

Jeff Bezos, CEO, Amazon, discussing #DigitalTransformation stated, “In today’s era of volatility, there is no other way but to re-invent. The only sustainable advantage you can have over others is agility; that’s it. Because nothing else is sustainable, everything else you create, somebody else will replicate.” The entire organisation must be rowing in the same direction, at the same pace and with the same enthusiasm to create and sustain a #DigitalCulture capable of delivering products and services that meet the high, and constantly evolving, expectations of today’s consumers.

Target Specific Improvements & Technology Upgrades

Wholesale changes to an organisation will inevitably fail given the reluctance to change within a culture and the confusion that a transformation of this magnitude will unveil. Once the Digital Business Strategy has been formalised, and the team is accountable for its execution, select some key priorities that align with the Digital Business Strategy that will yield quick wins to further reinforce adoption and engagement. In parallel, evaluate existing and emerging technologies – web tools, mobility solutions, big data analytics, blockchain, AI platforms – that will enhance and accelerate a digitised operating model.

Proactively Address Resistance

#DigitalTransformation initiatives are journeys that will force several culturally-sensitive decisions about existing departments, technology, and people. Proactively addressing these concerns and decisions are essential for a successful implementation. Contracting with coaches and transformational experts to support key employees and early adopters will help an organisation more seamlessly navigate through the challenging implementation efforts. Coaches will help keep a focus on transformational outcomes, mitigate the common emotional responses, and deliver confidence to the team when it most requires it.

Implement a Learning Culture

Digital literacy is key in creating an effective and sustainable #DigitalCulture. The Digital Business Strategy should clearly define how employees and leadership will continually cultivate digital literacy as part of an ongoing learning culture – a multi-faceted approach that provides continual learning opportunities on-the-job, through mentors, in the classroom or via digital learning assets. Creating digital literacy will empower employees to think analytically, purposefully, and confidently during the transitions from an existing operating model to a modern model that more effectively serves digitally-savvy consumers.

 

8 Key Areas of Technology-Enabled Digital Transformation

#DigitalTransformation is a business initiative that seeks to enhance end-user experiences with modern technologies, tools and operating models. Most organisations are adopting several technology strategies, depending upon the desired business outcome, or expected customer experience. Learning Tree International has identified some of the typical technologies, and its purpose, associated with #DigitalTransformation efforts.

  1. Web Technologies – Basic tools used to conduct web development and improve user interface.
  1. Artificial Intelligence – Computer systems that perform tasks that normally require human intervention, such as audio or visual recognition, decision-making, and language translation.
  1. Machine Learning – Machine learning is an element of artificial intelligence that employs statistical techniques that allows computers to dynamically learn from data, without the requirement of programming.
  1. Chatbots – Computer programs that simulate conversations with customers over the Internet, or via phone conversations.
  1. Internet of Things – Networked devices embedded within common consumer products – cars, electronics and home appliances – that send and receive data via sensors.
  1. Cloud (SaaS) Migration – A common strategy to consolidate hardware expenses, improve operational performance and streamline administration, while delivering improved functionality and user experience.
  1. Big Data & Analytics – Resulting from a desire to overhaul and improve data analysis from existing business intelligence, CRM, social media channels, and other customer data sources.
  1. Cyber Security & Blockchain – Building and maintaining customer confidence is critical in a #DigitalTransformation. Implementing a modern security architecture, and the use of capabilities such as blockchain enable improved information-sharing within modern businesses.

 

 

 

 

 

 

 

Digital Transformation is a Business Initiative to Serve Today’s Digitally-Savvy Customers Within a Highly Disruptive, Technology-Centric Marketplace

Explore our interactive #DigitalTransformation Training Framework below:

 

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Featured Resources in Support of #DigitalTransformation

We encourage you to browse this curated selection of content below to help you on your digital transformation journey.

WEEK 1: Setting the Stage for Transformation Success

Digital Transformation Training Framework

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Data Science Demystified: Informed Organisational Decision-Making

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Let's talk Digital Transformation
with Chris Brady

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Let's talk Digital Transformation
with Ben Kite

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Digital transformation, egentligen inget nytt under solen....eller?

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How does Service Management support Digital Transformation?

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Digital Transformation: A Customer Perspective

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Defining the Data Puzzle: Data Science vs. Big Data vs. Data Analytics & More

Read Blog ›

WEEK 2: Program Success Stories

Driving Digital Transformation with AWS Migration

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Transforming a State's Digital Presence

Read Case Study ›

Agility as a Key Enabler in Your Digital Transformation

Watch On-Demand Webinar ›

Manage the Complexity of Your Digital Transformation

View Big Data & Data Science Learning Paths ›

Make the Cloud Work Harder for Your Business

View Cloud Learning Paths ›

WEEK 3: Guided Learning & SME Tips

Digital Transformation Training Framework

View Presentation ›

Data Science Demystified: Informed Organisational Decision-Making

Watch On-Demand Webinar ›

Manage the Complexity of Your Digital Transformation

View Big Data & Data Science Learning Paths ›

Make the Cloud Work Harder for Your Business

View Cloud Learning Paths ›

Agility as a Key Enabler in Your Digital Transformation

Watch On-Demand Webinar ›

Data Ethics: Is Privacy a Fundamental Human Right?

View On-Demand Webinar ›

Success with Azure Role-Based Certifications

View Certification Bundles ›

WEEK 4: Action Plans to Advance Knowledge, Skills, and Abilities (KSAs)

The Importance of People and Culture

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8 Key Technical Areas of Digital Disruption

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Unlock Your Data’s Value with Tableau

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Directly Involved in a #DigitalTransformation to Revolutionise the #CustomerExperience?

Contact Learning Tree – a global leader in supporting organisations to gain the right skills, for the right people for any phase of #DigitalTransformation initiative. We’ll get you in touch with our team of expert Digital consultants who are qualified to listen, learn and support your workforce development needs as a critical component of your transformation initiative.

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