To stay out front in today’s hypercompetitive market, business leaders must shift their thinking to understand how a digital company aligns to a digital economy. The very terms that define business – customer engagement, operational efficiency, agility – are changing, and organizations need to change with them. The new terms reflect a new reality:
- Customer engagement: The digitally savvy consumer – which is to say, the typical consumer today – is seeking seamless service customized to their needs and interests, at any location, on any device.
- Operational efficiency: Work is no longer defined by process design and transaction volumes; it is focused on business outcomes, which is changing the way workers apply technology. Instead of technology supporting humans, humans are supporting technology.
- Business agility: Every company is a technology company today. Agility is defined by the ability of human workers to make decisions about what gets automated and what does not. A company that must run everything up the chain of command is no longer agile. Agile companies encourage employees to think end to end rather than up and down.
These terms have huge implications for human workers. Especially for companies that are embracing robotic process automation (RPA) and artificial intelligence (AI) as part of their digital transformation strategy. At its essence, thinking digitally means rethinking how humans and machines work together.Read my recent article Rethink How Humans and Machines Will Work Together in InformationWeek or contact me directly to discuss how ISG can help you navigate change.
About the author
Craig has brokered shared services ITO/BPO deals of $400M to more than $1B. His background in process redesign, vendor governance and performance optimization provides a unique blend of operational, transformational and vendor management (VM) expertise giving him a strategic perspective on outsourcing effectiveness.