Think digital don't hate digital

March 2019

I've read countless articles about digital transformation. Many say that digital transformation is a must for your business and probably just as many say that it is an overhyped buzzword.

I tend to believe that whatever you call it it shouldn't negate the value of the underlying concept. Just because you are focusing on 'digital' that doesn't mean that your legacy processes and ways of working have no value. It doesn't mean that non-digital teams don't contribute value to your business or your customers either. It also doesn't mean that legacy (pre-digital transformation) systems need to be thrown out.

Put simply your intrinsic core values shouldn’t change. Rather digital should be seen as an enabler, providing better ways to leverage your organisational and customer information. It should be a catalyst for thinking differently and challenging your historical ways of working and operating model. It should be a chance to think again about your IT platforms and whether they are truly integrated and delivering end to end value.

Let's focus on five quick tips to help you think digital rather than hate digital!

Set clear objectives

Like any project or programme, before you start anything, outline your key objectives. Be clear on scope and stakeholders and include these stakeholders as early as possible. This will make sure your project is set up for success and ensure that all are aligned on the roadmap. A technology-led approach tends not to be the best entry route. Your priority isn't to work out how to implement the latest technologies that everyone else is talking about (whether AI, machine learning, chatbots, big data or whatever). Rather, be clear on your objectives based on a realistic understanding of your business and its current processes and capabilities. Conduct workshops with key leaders and stakeholders to focus, refine and align on scope to be delivered in the future state and work iteratively (with open communication) to get there.

Don't forget digital skills

There is an unprecedented global digital skills shortage affecting a wide range of industries. The operations and field service industries are no exception. As a result, the recruitment of competent candidates (equipped for the future needs of the organisation) presents a problem. It is essential to develop a plan and systematic method to train and develop the skills of your existing workforce. Avoid employees feeling unstimulated and disillusioned and involve them in the transition to learning new digital capabilities.

Focus on your people and their needs

Fundamentally you need to adopt a human-centered approach to digitally-driven innovation that integrates the needs of your people (and your customers), the possibilities of technology and your requirements for business success and value generation.You need to place effort on optimising your customer experience (CX) and your user experience (UX) ensuring that their end-to-end journeys are reflected at all levels and across all units of your value chain.

Digital isn't a means to an end!

Your goal shouldn’t be to 'do digital' or to 'go digital'. It should be to improve customer experience and strengthen relationships through the use of information (usually in digital form). Some employees may believe that digital is just all about technology so is the role of the IT department, or will somehow lead to new systems for them to learn. You need to overcome this by promoting customer value rather than technology.

Treat it like any other change programme

Just because you are using digital and customer experience enablers it doesn't mean that you don't need a structured change programme. Change is hard in any organisation and digitally-focused change will also be hard. Put the right structure in place to focus on change early in your programme and reinforce it often during (and after) its delivery. Ultimately change management is about getting people to embrace the tools you put in place for them to allow you to achieve desired business value. You can't afford to leave it out of your digital transformation!

If in doubt, ask for help!

Leadent Digital is unique in having such a deep field operations transformation heritage alongside a love of technology and customer experience. We use this insight every day to produce digital applications that customers love. Applications that help customers receive a more seamless, next generation service experience. Applications that give customers control over how they book their appointments and that use the power of merged reality to bring instant help to customers and technicians.

When these applications are combined with our deep insight and experience...real change happens! Get in touch with us to find out how our amazing customer experience and digital products can help your business.

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