Understanding The Six Pillars Of Digital Transformation Beyond Tech
It is no secret that we are no longer pining for the digital transformation to become a part of our lives. It’s right here, waiting for us to jump in. The digital transformation is all about technology, right? While in essence the answer is yes, it’s not the only focus. In fact, I would argue that in order for the digital transformation to be successful, companies need to focus on six pillars beyond technology; perhaps thinking of digital transformation as “Tech-enabled change.” However, this change is only possible if we build the right kind of organization to embrace what’s possible. The six pillars of digital transformation are experiences, people, change, innovation, leadership, and culture. Let’s take a look at each pillar and to understand the backbone of the digital transformation.
The customer experience may have been the first term to cross your mind when reading this, for good reason. In fact, in a study completed by IBM earlier this year, 68 percent of 12,800 CXOs surveyed across 20 industries said that they expect organizations to emphasize CX over their own products in the future.
Why? Your business must understand the customer journey, behaviors and expectations before investing in technology. These expectations should be the basis of any investment, instead of asking their customers to change to fit new processes, perhaps losing them altogether in the process. The only way to do this is to focus first on the customer’s experience. This is why companies like Disney, Apple, Starbucks and Nike have become iconic in their respective industries. They lead with experiences and they create deep connections with their customers that go far beyond a product or service.
Don’t forget about the employee experience, either. Every interaction your employees have with your company is critical. Are the technology tools you’re providing helping them do their jobs? Is your culture making your workplace efficient and productive? The positivity of this experience has the potential to make or break the productivity and effectiveness of that employee to your business.
People might be the most critical part of the six pillars of digital transformation. Without the right talent or without focusing on your employees, your organization will struggle. I have said before that leaders need to put employees first. This comes back to CX and EX because it is important to emphasize the nurturing of people as well as their experience with you. Companies that invest in their people, commit to their development and respect their ideas build a loyalty that makes change management much easier to realize within the walls of the company.
As technology such as AI, VR, and AR begin to make their way into our businesses, we can’t forget who we are. The key is to use this technology to create meaningful experiences that reach employees, customers, and others on a deeper level – still connecting human to human.
It is also important to remember that talent is still critical, even with advancements taking some of the work. And your employees should all be on the same page, to push your digital transformation efforts forward.
Listen, we cannot have any kind of transformation without change. It isn’t possible. Which is why change is one of the six pillars of digital transformation and not just an overarching theme.
