Digital transformation is more than just adopting new technology—it’s about changing how a company operates and delivers value. It’s a long-term commitment to evolve, experiment and become more agile in how you deliver results for your customers.
Today, customers expect to be able to conduct business, do work and live their lives in ways that take advantage of the latest digital innovation. Digital transformation is the way to make that possible.
Using digital technologies to create the next innovations that will empower customers and drive growth is the foundation of any sustainable, successful business model. This requires a strong digital transformation strategy.
To execute a digital transformation, leaders need to rethink their operating models, processes and culture. They must also embrace a culture of continuous, customer-driven innovation. And they need to leverage the most powerful tools and technologies at their disposal—including automation, data analytics and artificial intelligence (AI).
A robust digital transformation strategy will help you overcome some of the biggest hurdles in getting your business running leaner, more efficiently and with stronger competitive advantages. This includes rethinking your organization’s structure to create more agility, and developing the right skills to support new capabilities that can accelerate progress.
To increase the likelihood of success, digital transformation teams need to focus on domains—a customer journey or process area—and on building solutions that address an entire set of use cases. For example, instead of focusing on a single step within a customer service domain—such as answering a call—you can build solutions that address the whole domain by building AI systems that mine marketplace information and internal sales history to anticipate what customers are looking for.