The four pillars of digital modernization
In previous articles, I have covered a number of important topics, including:
• What digital modernization is (and what it isn’t)
• The “NICE” maturity model for digital modernization
• What should an organization’s digital strategy look like
In this final installment, I intend to discuss the critical pillars of digital modernization and how a layered approach can ensure that the process of digital modernization is successful.
The goal of digital initiatives is to maximize business performance, embrace new opportunities for top-line growth, and improve the bottom-line through efficiency improvement and securing operations. There are four key aspects to where digital plays an important role in your business transformation. These four pillars are critical to completing the digital transformation journey.
• Customer experience (CX)
CX is the most important means to achieving top-line and bottom-line growth. It ensures consumer satisfaction across all touchpoints, predicts customer needs and desires, and enables enterprises to create a personal connection. The ultimate goal is to make every customer an advocate for the brand’s products and services.
• Business reinvention
The world around us is changing, and so is the competitive landscape. A traditional business outlook is no longer sufficient. Making business reinvention a part of the digital modernization journey helps one rethink existing business models and/or create new ones to take advantage of evolving digital networks.
• Operational excellence
The ability to respond with agility to both business challenges and opportunities is extremely critical for individuals as well as organizations. The ultimate goal is to integrate operations and processes across the product/service value chain and align them with customer experience. Becoming more helps us not only meet customer needs, but also address competitive opportunities and challenges.
• Trust and compliance
In the past, trust and compliance were not major factors in business strategies. Now, due to PSD2, GDPR and many new regulations across the globe, it is critical to ensure that your infrastructure, personnel, and customers are secure and compliant. More importantly, good security practices and the trust they bring are becoming a primary lever for innovation and growth.
While weaving a digital transformation story, it is extremely important that we cover all the above aspects through specific solutions.
Here’s how we can achieve these digital aspirations:
Embracing business-relevant cloud solutions is the first step to reinvention. They provide the agility to address customer needs and competitive challenges.
Also, having the right digital workplace solution ensures that the entire organization is contributing to operational excellence.
With these foundational elements, we can enable insight-driven cognitive decision making and improve the customer experience. In addition, addressing cybersecurity risks and regulatory requirements ensures that we mitigate the ever-evolving challenges on these fronts.
Embracing business-relevant cloud solutions is the first step on your digital journey. They provide the agility to address customer needs and competitive challenges, and the flexibility to innovate without worrying about the budget.