There is definitely no shortage of studies and articles written on the success and failures of digital transformation. Up until recently, the largest detractor of digital transformation have been the people. COVID-19 calls for unconventional and situation response strategies, digital channels being a best pick. Everything is being digitized. The once relegated digital strategy is being dusted, figuratively.
You might have come across these two polls on your social media pages.
In today’s climate, digital transformation is no longer optional—it’s essential. With social distancing, curfews and lockdowns limiting human contact, customers are engaging with businesses through online channels. This past few weeks, culture has been disrupted, for instance, those who were used to an 8–5 job, have all over sudden been forced to adopt a new way of working. Some can no longer have long winded meetings, or a pile of paper to go through for reference. How might we as businesses continue supporting business continuity in these not so business as usual times?
It has been hopeful to see organizations working tirelessly to support their clients, employees, those affected and everyone at large. These efforts reflect how corporate digital transformation is playing a vital role in maintaining business continuity while ensuring safety. Here are some SMS sent out this week from different businesses, showing a need for business continuity and at the same time staying safe amidst the chaos. In all of them, digital tools are at work.
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This has us thinking, will #COVID19 take the credit for accelerating #DigitalTransformation?
What does digital transformation mean?
We see it as a transformation that thrives through a continuous change. It has technology as an enabler but is deeply supported by the people and process shifts. It involves making changes from a current state to one where digital inclusion technology is integrated into all areas of the organization. It’s a culture change, a mindset and a process streamlining, where all units of the organization support the new way of doing things.
COVID-19 has accelerated the need for digital business transformation, pushing organizations to adapt quickly to continue supporting clients and employees. Customers are now using online channels to engage with businesses be it in e-commerce, e-learning, digital payments, online entertainment among others. Other more traditional organizations are also moving online to reach and serve their clients in these uncertain times e g the case of online justice where judgement in courts is being delivered via online tools. This shift highlights the growing relevance of digital transformation services.
Why do I need to think of this digital transformation?
COVID-19 is clearly bringing the world together, to work on a solution, and contain the transmission. At the same time, it’s keeping us apart and leaving digital channels as the only safe resort.
Now more than ever, the value of IT has never been clearer. This has been showcased through remote collaborative work, business continuity amidst the pandemic and IT as the ultimate support tool. The more automated a business process is, the easier it has been to adjust. Organizations should definitely use this time to catalyze their transition, with the help of digital transformation solutions.
Now more than ever, customers are opting to engage with businesses through digital channels. Businesses should work to scale those channels to not only deal with the rising demand but also offer an improved customer experience. A strong digital transformation strategy should include regular digital customer journey audits to see how they can effectively map their offline experience to an online experience, and even provide a better experience. Now more than ever, interactions with customers will occur on screen rather than in person.
What can you do now?
Digital transformation is enabled by tech but it’s ultimate success depends on much more — the mindset, the people and the processes. Now is a high time to consider this shift. Why? Because the value of digital channels has become more obvious.
As a business, if you haven’t already, start working on digitizing the current experience that you are delivering to your customers. This step is a key part of enterprise digital transformation and will prepare you not just for the present but for long-term success. You can use this period to test out your new ways of working and how best you can deliver value to your users.
Looking for a digital transformation advisor to guide you through a digital audit, strategy planning, or the implementation of your ideas? We work with organizations to help them actualize their digital plans. Reach out to us at [email protected], we can help your organization adjust to the new reality.
