Change: The Constant CIOs Can Count On

We are the digital generation. Digital natives are a growing influence and here to stay. They are driving change and innovation at a pace unseen in generations past. They seek information via a single click or tap and demands frictionless engagement across all channels. Organizations must respond to this push by engaging this group whenever and wherever needed to maintain relevancy and avoid being disrupted out of existence. This paradigm shift is pervasive. It impacts how we engage with and service customers and how we enable our employees to work smarter. Accelerating the pace of innovation allows us to stay ahead of the curve.

The paradigm shift is also occurring in technology, where the synergy between how people use mobile devices to access information anywhere, anytime and the intelligent, AI driven connected world is opening new channels for engagement. We now live in a world where there are more mobile devices than people in the world today. According to Cisco Systems, by the year 2020, there will be 1.5 mobile devices per person and over 25 billion connected devices creating 50 trillion gigabytes of data!

For telecommunications and media organizations to maintain relevancy, they must embrace change and even lead it in order to meet and exceed customer expectations, fend off competition, and maximize revenue. To successfully execute this kind of change, these organizations must possess mature digital capabilities across the entire value chain,

According to CIO Magazine, digital transformation is “the acceleration of business activities, processes, competencies and models to fully leverage the changes and opportunities of digital technologies and their impact in a strategic and prioritized way.”

Digital Transformation

Digital Transformation

Many senior executives are aware that their organizations need to transform to better serve their customers, cut costs or take advantage of new business opportunities, but they may be uncertain as to where to start, or which ‘problem’ to attack first. We believe that digital transformation starts with the customer experience. Enabling a digital workforce and accelerating the pace of digital innovation can transform operations. This increases business agility and makes the use of disruptive business models possible. Together, these enable organizations to embrace change while keeping their core foundation intact.

Change is hard. Per 451 Research, while 37 percent of businesses assert that mobile technologies will have the biggest transformational impact on their businesses in the near term, only 29 percent of US businesses state that they have formal digital transformation strategies in place.

. . . the key drivers of digital transformation are profitability, customer satisfaction, and increased speed-to-market.

Forrester Research

The needs of digital natives must be met–or the natives will get restless and go somewhere else. According to Forrester Research, the key drivers of digital transformation are profitability, customer satisfaction, and increased speed-to-market. These rewards can clearly bring out the connectivity with needs .

We know that change can be hard and we can support you along the journey. For example we may help an organization get started with customer engagement by providing a consistent and compelling experience regardless of the device or channel. We work with our clients to leverage analytics to deeply understand friction points and create a hyper personalized user experience, leading to increased customer loyalty and revealing previously unexploited up-sell revenue opportunities.

An organization may need to support a growing millennial workforce and may want to implement digital technologies that improve employee experience and reduce operating costs. We see firsthand how, by enabling employees to work smarter, businesses are transformed through the use of digital workflows that touch all areas of the employee journey from sales to service and operations. We understand that legacy technology can often be a barrier to change, and new technologies like Robotic Process Automation (RPA) and artificial intelligence can streamline frequently performed processes, improving information access and speeding resolution time, thereby reducing workforce costs. By enabling digital technology in the workforce, we often see that enhancements to operations result in more efficient customer service, too.

Executives at another organization may see the strategic business need to drive innovation and extend capabilities in order to respond to the needs of digital natives and compete with start-ups that are disrupting the industry, often by reinventing traditional business models. We are accelerating the pace of innovation with our Digital Labs’ innovation-as-a-service capabilities, enabling organizations to extend existing innovation efforts by apply the people, process and technology to advance from an idea to a minimally viable product without draining valuable resources from ongoing operations.

In this series, I will dive deeper into how organizations are responding to the needs of digital natives via enhancing next generation customer experience, creating a smarter workforce and accelerating the pace of innovation to launch disruptive products and services.


I’ll be at Mobile World Congress 2017 and in case you would like to have a detailed discussion in person, you can book a slot with me here