Digital Transformation: separating the chaff from the wheat

Becoming a digital organization essentially requires changing the organizational culture and the processes on which your business operates.

A couple of weeks ago at Expocontact 2016 (one of the leading annual events of the Spanish Contact Center sector) I had the opportunity of share, first on a presentation and then talking with some sector colleagues, my thoughts and concerns about Digital Transformation.

We are surrounded by new technologies and business models that threaten to disrupt traditional markets. Most of the managers are well aware that we must take part of this revolution but, how can we transform our business into a digital company? There is no easy answer to this. However, there are three basic questions that we should answer to facilitate this transformation in our organization:

1) Do we have a discipline culture of “trial and error” or an organizational support to a Lean strategy?

2) Do we have a methodology and collaboration tools between departments around the experience with our client (which is digital)?

3) Are we aware of the changes that are occurring in “real time” inside and outside of our market?

I believe that if we work day by day on that sort of questions, we will be on the road to long-awaited (or feared) Digital Transformation… What do you think?