Digital Transformation: The 8% Who Made It Happen
According to a Bain report, global companies tend to focus and invest on four main digital objectives: simplifying business processes, changing the way they engage with customers, redesigning products or services, and defining quantifiable objectives. Yet, only 8% of them have been able to achieve their targeted outcomes.
Rather than looking at the 92% still struggling to succeed, organizations should ask themselves how they can reach their targets by using technology to unlock productivity and enable change. Best practices include AMEX GBT which managed to save 18,000 hours annually, gaining 99% of productive time; MGM which reached their 5-second agent response timegoal on its primary chat-based support channel; Virgin Trains which increased their customer satisfaction by 50 points, leading to a 20% reduction in operating costs.
– What are other case studies of companies that reached their digital transformation goals?
– Is there a secret formula to success? What is it?
– What is it that most frequently represents a roadblock when going through digital transformation?