A human-led approach to digital transformation

The point of digital transformation is not merely to become digital, but to add value to the customer experience by adapting and evolving how you deliver this value.

Transformation is a journey, rather than an abrupt switch and it should be ongoing. Being able to understand and design effective strategy for digital progression is more important than ever. The problem many organisations face is that managers at all levels lack the tools or time to think and plan strategically. As a result, a business becomes reactive and lets opportunity slip by. Phrases like “it doesn’t have to be perfect” and “just get it live” are great motivators to get out of the starting blocks. However, if you don’t have a roadmap to improve the processes, your customers will eventually feel the effects of your operational inefficiencies and go elsewhere.

Traditionally, large businesses go through transformation in order to:

  • Defend against disruption.
  • Drive new revenue streams.

Often you hear that these businesses have failed or overcapitalised, which causes anxiety and reluctance to try again or innovate at all. However, businesses that have chosen a human-centred approach to digital transformation have had considerable success. There are two parts to this approach:

  1. Consumer demand — more access with fewer limitations and barriers.
  2. Employee efficiency through process automation.

Understanding the definitions

  • Digitisation is basically making processes paperless; for example, bookkeeping.
  • Digitalisation is process automation of functions that happen repeatedly, often, and involve human intervention.
  • Digital transformation is intervening at each point of the customer experience in order to add value. It’s not the tool that you buy or the system that you build; it’s the mindset and strategic backbone of a thriving business.

Start with the humans

Talk to employees. Digital efficiency starts with process and tools that help your employees become more effective in their jobs. Identify what operational needs are not being met. Understand the frustrations and gaps as well as the opportunities.

Talk to customers. Understand their current journeys and ask:

  • How do we ensure our customers are able to achieve maximum value from the offering they’ve bought from us?
  • How can we capitalise on the value realised by our customers?
  • What can we enhance to be in line with a customer-centric digital transformation journey?

Then categorise the feedback and understand which metrics are impacted.

For 5 steps to designing a digital transformation roadmap, view the full post at https://www.swipeix.com/blog/a-human-led-approach-to-digital-transformation

Originally published at https://www.swipeix.com.

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