Digital transformation is never easy, but it is inevitable, especially as a post-COVID workforce approaches. By strategizing up front and investing in data and analytics to inform your decision making as you move forward, it is possible to execute transformation with less disruption.
[Where is your team’s digital transformation work stalling? Get the eBook: What’s slowing down your Digital Transformation? 8 questions to ask.]
The following dos and don’ts can help you avoid common pitfalls that plague organizations as they modernize:
Do: pay attention to safety
The shift to remote work can make organizations vulnerable to cyber attacks. Organizations that weren’t prepared to provide their employees with the hardware and software needed to fend off cybercriminals left gaps in their security. Now IT teams can have less control over what employees download or which links they click. By 2022, restoring a high level of security should be a priority.
What percentage of your employees had their remote work technology (wireless printers, iPads, routers, etc.) validated by IT at the height of the pandemic?
For large enterprises in particular, it is essential to strengthen your security plans as part of your digital transformation efforts. Think about how you’ll make sure your remote teams have the right equipment, and consider retraining current employees on IT guidelines that are more suited to the new reality of work.
[ How do containers and Kubernetes help manage risk? Read also: A layered approach to container and Kubernetes security. ]
Don’ts: Launch initiatives without relying on data
You might think you know exactly which digital transformation initiatives are right for your organization, but even the most suitable executive suites can ignore critical pieces of the transformation puzzle. When you rely on data to inform your transformation strategy, your resources stretch further and you are less likely to needlessly disrupt the workflow.
Only four KPIs can help you determine the success of your digital transformation initiatives. Consider the following questions when choosing which KPIs to track:
- What is the point ?
- What is the point of balance in your organization?
- Where are you today?
- What is the cost / benefit ratio of each initiative?
Do: favor the hybrid work model
There is plenty of evidence to support that hybrid work is here to stay. While a flexible working model can have many benefits for your teams, building an infrastructure designed to work for the long term requires thoughtful planning. Building a strong hybrid work structure will be key in the first few months of 2022.
[ Want more advice on leading hybrid work? Read What is a hybrid work model? and Hybrid work model: 5 advantages. ]
There is a lot to consider when designing your hybrid structure. As you scale, will you allow your teams to work asynchronously across multiple time zones to expand your talent pool? How often will you ask your employees to come to the office?
Resist the temptation to continue working as you have throughout the pandemic without assessing your hybrid structure. There is a lot of room to improve the procedures that were created out of necessity when the pandemic began.
Don’ts: underestimate the customer experience
Your customers and customers are at the center of your business success, and often the customer experience is the most visible part of your business strategy. As you refine processes and optimize operational efficiency, be careful not to overlook areas where the customer journey can be improved.
Often, digital transformation and customer experience are intrinsically linked. As you improve data integration and systems connectivity, the customer journey becomes smoother. For example, when you have a more robust and organized database, customer service teams can respond to customer needs faster, reducing wait times and increasing customer satisfaction.
To improve the customer experience, you first need to deeply understand each part of the customer journey. When you are familiar with each phase of the customer lifecycle, it is much easier to identify weak spots and adapt. When at least half of your digital transformation resources are dedicated to improving the customer experience, the entire organization benefits.
[Get answers to key digital transformation questions and lessons from top CIOs: Download our digital transformation cheat sheet.]