Digital Transformation

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FountainBlue’s April 8 Front Line Managers Online program was on the topic of ‘Customer-Led Digital Transformation’. Please join me in thanking our panelists. Below are notes from the conversation.

We were fortunate to have such an experienced and engaging set of panelists, representing a diverse range of backgrounds, roles and organizations. They had much in common:

  • They took an ecosystem-approach to digital transformation which is strategic, collaborative, and customer-oriented.
  • They addressed technical, business, operational, customer, and other challenges to create the opportunities provided by digital transformation.

Indeed, our panelists agreed that digital transformation:

  • is impacting a wide range of leaders, industries and solutions;
  • is now and will continue to be a key differentiator for adding value for customers,
  • is integral for managing the customer journey, bridging silos across an organization,

Below is a summary of best practices proposed by our esteemed panel.

Be Strategic

  • Create and communicate a vision around digital transformation and the value it provides for all parties.
  • Although nobody can see the future, make an effort to anticipate what the future trends are and how they will impact customers. 
  • Strategically decide which products or solutions would add the most value for your customers and agilely pivot as necessary as things evolve.
  • Understand the factors and weightings which impact product/solution choices made and strategically manage directions and milestones accordingly.

Be Collaborative and Bold

  • Build alignment at all levels around the transformation objectives, milestones and timing.
  • Embrace a growth opportunity rather than hanging on to how things used to work.
  • Enable your workforce to fail fast, and fail forward, so that learning takes place.

Be Efficient

  • Provide personalized solutions for your clients, but make it easy to efficiently do it. (Sometimes that involves creating modules of code around micro-services…)

Be Customer-Focused

  • Be clear on who your customers are and how best to serve them.

Communicate Clearly and Consistently

  • Ensure that the message, messenger, and metrics are clear across the customer journey, navigating multiple groups across the organization.

Our panelists concluded that digital transformation is one of those inevitable directions. Leaders at all levels need to choose how and when digital transformation is adopted. The Winners will do so efficiently and proactively, with a focus on the needs of the customer.


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