“Doing” digital and “being” digitally are two very different things. While almost any organization can do the former, only those that focus on customer experience, process design and a unified (“non-siloed”) operating model can achieve the latter.
By 2018, for example, IDC predicts that one-third of leading companies in virtually every industry will be disrupted if not displaced by digitally superior competitors. Knowing this, two-thirds of leading CEOs have already made digital transformation the center of their focus, according to industry analysts.
Not all digital initiatives yield the desired effect, however. Far too often, many organizations make the mistake of embarking on single-department installations, overlooking the importance of enhancing the customer experience, and ultimately failing to change their cultural mindset, behavior and operations.
Transformation-minded organizations must consider the following three non-technology concerns to succeed with their aspirations.