Automating digitization outcomes: Enhanced customer experience

Digitization has become an integral part of our daily lives wherein its chief objective being improving a customer’s day-to-day experience. Creation of efficient processes is important; however, those processes should resolve the very concerns of customers. This can’t be achieved by solely automating processes, rather by automating the outcome of the process.

Organizations haven’t been able to make much headway towards successful digitization and the reason being that the outcomes being pursued are not in sync with the core purposes of the business. Vertically focused and siloed digitization developments generally focus on process improvements and short-term efficiency. A different approach is required for speeding up the digitization of an organization. By focusing on the core aspects of business, the means of cost-cutting can be identified and quantified value delivered that is aligned with the business outcomes. This implies that by focusing on the core objectives of the business through cross-organizational rigor, the true potential of digitization can be achieved.

Lack of this rigor and the outcome led focus, would not only lead to the failure of the organization’s digital transformation strategy but also the opportunity to drive considerable value, using existing infrastructure would be missed.

If digitization has to evolve, two essential changes are required. Firstly, organizations need to devise ways in order to derive value from the existing infrastructure. Secondly, it’s important to determine the approach for aligning digitization possibilities with broad business outcomes.

With an emphasis on leveraging legacy infrastructure, combining engaged, cross-functional teams offer a win-win situation. Significant and rapid change without disruption is enabled while in some cases, digitization can be added to existing systems and deployed at a fraction of the cost stated by the rip and replace alternatives. The use of proven technologies mitigates the risk and the chances of the deliverance of swift returns on investment are increased, releasing money that can be reinvested in further digital strategies.

Digitization gains the corporate credibility that is required to boost further investment while creating a consistent, robust, and sustainable cross-business strategy, through an outcome-led approach.