Digital Transformation is about people, not technology
Companies are accelerating work on Digital Transformation as its clearly the buzzword during these uncertain times. As they race to implement new digital solutions, it’s easy to become consumed with the technology itself. From AI to block chain, the Internet of Things to augmented reality, organisations worldwide are devoted to identifying the potential. But once the right strategy has been agreed the technology is no longer so important. The focus needs to be on people, not tech. Here’s why…
New digital processes and solutions inevitably fail if they aren’t successfully embraced by the workforce. The technology can be the best in the world, but if your people don’t understand or like it, they won’t adapt to new ways of working. Communicating with your staff is the most crucial part of digital transformation, and there needs to be a constant flow of information from the very early stages right through to the innovation becoming business as usual. People need to understand the reasons for the change, the problems that will be solved and their own individual roles in embedding the new approach.
Most digital transformation projects involve changes that improve the experience for customers. But many people are resistant to change and may not see the benefits in the way you imagine. Not only do you need to communicate as thoroughly and effectively as you do with your employees; you must also rigorously test the customer experience.
Is the new solution easy to use and intuitive? How can customers get help if they need it? What questions will they have and how can you address them effectively?
People need people
One of the more worrying trends in digital transformation is the drive to replace people with technology. While in some areas the business case for introducing robotics or automation is too compelling to refuse, organisations that are seen to aggressively replace its people with machines are likely to face significant backlash.
There’s no sense in investing vast sums in new technology only to find that your customers have walked away.
Remember the purpose of transformation
All organisations embedding digital change should ensure they keep a weather eye on the original objective behind the programme. Many change initiatives suffer from scope-creep and there is always a danger of adding on new technology for technology’s sake.
The true value of transformation is about freeing up employee time to be more productive and solving problems to make customers’ lives easier. Keeping these priorities at the heart of your strategy is the key to transformation success.