Technology is a key factor for a successful digital transformation, but it’s not the only one. Learn what other aspects you need to change to ensure success.
Since digital transformation has blown up into one of the biggest blockbusters of the enterprise world, no one seems to question the fact that technology is key to implementing complex digital touchpoints. But can technology alone create an outstanding customer experience and justify all the attention (and investment) we’re giving it?
While technology can help us do a lot of things better, it's not a silver bullet. For successful digital transformation to take place, much more than just technology must be considered.
Let’s say, for example, that a B2B company is looking to implement a new e-commerce platform. Of course, implementing the facilitating technology is a major function for the project’s success. However, it is not enough to create an outstanding customer experience that fulfills the value proposition of the company’s investment in technology.
So, what are the main goals and necessary building blocks for a successful digital transformation project? All in all, leaders must consider the following:
The ultimate goal of digital transformation
In the case of our example B2B company, and almost all others, the ultimate goal of a digital transformation is to improve customer experience. This means that all touchpoints across all channels – including controls, navigation, design, etc. – need to be
Areas that actually need to be transformed