Integrate digital technology
to deliver value to customers

What is Digital Transformation

Because digital transformation looks different for every business, it can be difficult to find a definition that applies to all of them.
However, in general terms, we define digital transformation as the integration of digital technology into all areas of a business that leads to fundamental changes in how companies operate and how they deliver value to customers.

Beyond that, it is a cultural shift that requires organizations to continually challenge the status quo, experiment often, and feel comfortable with failure.
This sometimes means abandoning long-standing business processes on which companies have been built in favor of relatively new practices that are still being defined.
COVID-19 has pushed certain areas higher on CIO agendas, leading to greater digital transformation efforts:
  • Increase the reach of customer / employee support through tools including chatbots or team video conferencing and social intranets
  • Automation tools for resilience reasons
  • Automation and workflow and reduction of interaction
  • Radical cleaning of redundant or conflicting systems
  • Better system and process integration
  • Public / hybrid cloud adoption

For example, these elements of digital transformation are often mentioned:
  • Customer / employee experience
  • Operational agility
  • Culture and leadership
  • Enablement of the workforce
  • Integration of digital technology