The future of business is in knowing your digital maturity

Author: Suchi Yadav

Designation: Business Advisor - Retail

Enterprises are in a disruptive state where they are discovering technology as a need to survive and optimize. They are working to achieve a significant business transformation to serve a customer-centric digital world. This looks like the perfect time to analyze the digital gap and improving silo-ed processes. Starting from back-end IT infrastructure to mid-section business processes to front-end customer interfaces.

Digital Maturity is beyond technology!

Digital Maturity assessment begins with a series of choice questions, revolving around digital assets, processes, preparedness and objectives and maps activities assessing the gaps in vision and ability to execute.

It is interesting to note that as per recent surveys only 25% of organizations rate themselves as digitally matured, which are focusing on making “digital” core to their business. They strive to create an environment by cultivating a culture that supports change and attracts fresh talent, risk-taking, collaboration, agility and continuous learning.
Contrary to popular perception, digital strategies are not related to technology only, in-fact it is more about how organizations should do business differently. That’s why Maturity goes far beyond new technologies and becomes more about aligning the company’s strategy, workforce and culture to meet digital expectations of the customers.

And Automation is the Key

Organizations whose structures are based on legacy systems and manual interventions have the biggest drag on agility and thus revenues. Breaking down silos of data and integrating cross-functional platforms becomes crucial to achieve success in the digital environment. Seemingly, the market is no longer about product engineering, but it is more about system integration, software design and all the elements that fall out of traditional systems.

Connected platforms help easy collaboration with internal business units to work efficiently to overcome drags of siloed operations. For this, organizations can select service providers who can implement solutions that integrate their existing infrastructure into a single cohesive unit – from the back end to front end.

Analyse Consumer Insights…

Data is an enabler of future strategies due to the power of predictive modeling and context awareness. Harnessing the data smartly can help to achieve better fact-based decision making. With the advancements in big data technology, an organization can evaluate the data in seconds. Big data connectors integrate data, technology, and business units into a successful transformation roadmap. The key is to integrate big data with basic business analytics to create an ecosystem that allows business to generate actionable insights for personalized and context-aware activations.

Understanding the anatomy of Customers

For many organizations, digital transformation execution revolves around the understanding of their customer journeys. On the other hand, a lot of organizations are playing catch up with the rapid digital changes like customers who use multiple devices and channels to engage with brands with an expectation to have a unified experience. Hence, organizations want to conduct their businesses by keeping up “in the moment” whether customers use mobile, social or web.

Customer expectations that top the list of digital transformation includes reduced response time rate and real-time access to products, services, and support. Therefore, Omni-channel Environment, Hyper- Personalization and 360 Degree customer personas are essential to bridging the Digital Gap.

Organisations, therefore, need to evaluate their strategy, vision, service delivery capabilities and scalability of their offerings. It is very necessary to provide benchmarking and Maturity Assessment to develop a strategic roadmap for Digital Transformation.

In gist, this would involve evaluation of business processes and implement automated processes with tool and technology integration that ensure relevance of the digital connectedness. A well-planned, integrated strategy is key to digital transformation for aligned customer journeys and engagement.