Optimising the external customer experience will challenge the company, and as such clients are looking for us to help them transform the people, governance, structures. There’s no doubt that internal change at a number of levels is needed to build customer experience excellence. It requires the business to, for example:
- Establish new levels of governance and break down existing silos. Governance should not be left to chance; if ineffective it can result in missed opportunities, waste – and it makes for a much riskier and costly digital transformation.
- Set new budget cycles in the knowledge that with time-to-market being an increasingly important part of corporate strategy, it is difficult or even impossible to experiment or release new digital apps in three weeks if you have a three-month budget cycle.
- Communicate new KPIs for people performance.
Changing technology can be achieved relatively quickly with the right internal support, but hiring, growing, and retaining people is another story. We believe that is because digital is a mindset, and it is difficult to train people how to ‘think’. Nonetheless, you can create an environment to foster a digital mindset. For example, we know that digital people often come on board for a project, not to spend their lives in a company.
Getting your digital talent strategy right is essential. If you don’t onboard the right talent and retain it, you may slow down the organisation’s ability to accelerate growth and deliver a differentiating digital customer experience. On the other hand, there is a potential for a negative social impact if you lose sight of the retained knowledge of long-term employees in the rush to bring on new digital talent. So the trick is to get the balance right between the new and the old, perhaps up skilling existing employees with digital skills at the same time as recruiting digital natives.
Among the new skillsets needed to deliver a great DCX are: digital strategists, user experience (UX) specialists, visual design experts, user interface (UI) designers, creatives and developers. In other words, it’s all that’s required to simplify the everyday life of end users through experiences, websites and applications. Successful digital transformation combines the deployment of digital tools with the ability to reshape the organisation (people) around digital opportunities.
Capgemini, helps clients make the connections that make a difference:
- Connections that drive new digital skills
- Connections that drive an organisation structure centered around the customer or business processes instead of the products or organisational units
Extraordinary connections deliver extraordinary results
Creating meaningful value over time requires re-engineering a good part of your organisation around the experience, this has an impact for marketing, sales and service and touches every group within your organisation. Contact us to help you make that change.
People & Organisational Transformation solutions
- Organisational Change Management: Through our proprietary OCM framework we analyse & manage the impact of new business processes, organisational changes in structure or cultural on its people.
- Digital Operating Model: Our approach leverages technological, process and human capabilities that enable a new, more effective and efficient operational set-up of the enterprise along its value chain.
- Digitisation Strategy: Our framework will help you focuses on all aspects of digitisation – from the operational processes and technological capabilities to business model reinvention.
- Process Re-imagination: We analyse and re-design workflows and processes within and between organisations to help you achieve significant improvements in key performance measures.
- Maturity Assessments: The first step in understanding your company’s digital capabilities, relative to the broader market and your industry peers.