A digital transformation isn’t just about digitizing your process, it’s also about initiating a mindset shift across your organization. It requires leaders and their teams to think differently about the problems they’re solving not just at the level of operating, but in terms of culture, collaboration, and strategy. 

According to Gartner^®, “…organizations have the strong intention of accelerating their digital business initiatives, but lack a complete vision of the key elements of success.” 

So what are those key elements of success and how can IT leaders leverage them to drive innovation and performance in 2023?

Gartner^® breaks it all down in this complimentary report. You’ll learn:

• The 4 critical components that IT leaders must address to accelerate their organization’s digital business initiatives.
• How to create a more powerful operating model that clearly defines digital ambitions.
• Ways to drive digital transformation through collaboration, empowerment, and customer centricity.
• How to empower your contact center to manage their digital capabilities in a more efficient, autonomous way.

It’s a foregone conclusion that in the second decade of the 21st century, every company that undergoes a digital transformation will do so in a different way, but every one that does so successfully follows four critical steps that allow them to come away from the process with better organizational cohesion. Don’t just take it from us, the experts at Gartner® agree that the four key areas that will determine digital transformation success are: 

Process & Strategy Transformation: Create a roadmap for digitizing your process and strategies that includes both backend processes, customer facing strategies, and even product roadmaps. 

For example, the decision to offer more self-service in your contact center will transform the way the agents do their jobs because the adoption of bots will likely frontload much of the low value interactions they deal with. It will also change the amount of effort required for customers to do business with you. And finally, based on the successes you see, adopting the bot as a support channel might make its way into a product offering when you decide to add it as an in-app messaging option. 

You’ll need a business strategy that outlines all of these things because they each inform the other. Without one, implementations fail, rollouts are delayed or glitch, and time is wasted. 

IT Operating Model: You’ll need to be working in lockstep with your IT department – they’re the heroes of your digital transformation journey. And in order to pull the proverbial sword from the stone, you’ll need an agile operating model that helps your IT teams create self-adjusting, cross functional workflows across every part of the business. The successful digital transformation IT operating model entails strategy design, execution, and a library of best practices to refer to down the road as you continue on your innovation travels.

Cultural Transformation: Many organizations think digital transformation stops at the creation of a technology roadmap and, to their detriment, overlook a critical component of the process: galvanizing their teams and embedding an innovation mindset into the DNA of their company. 

Beyond developing and upskilling talent, implementing agile methodologies, adopting modern technology, and becoming data driven there’s the tricky part of continually adapting, scaling, and growing. This is accomplished through cultural transformation. When IT leaders view digital transformation through the lens of a company-wide cultural shift they can create greater business continuity. 

Laying solid tech foundations: Digital transformation doesn’t happen overnight, but it also doesn’t happen piecemeal. That’s why taking a platform approach offers the most solid technological foundation for business process and operational innovation. A platform based IT setup will allow for more experimentation, faster delivery, and simpler change management.  

For more on Gartner®’s four steps to digital transformation, download the complimentary report in full here. 

Gartner^®, The 4 Critical Components to Accelerate Your Digital Transformation, Roger Caleya, 29 April 2022.

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