If you’re a government agency or department and looking to do digital transformation, the first thing to know is that this isn’t like any other kind of change. It’s not just about using technology in your day-to-day work; it’s also an opportunity for innovation on how we deliver public services and engage with citizens.”
“Digital governments have more potential than ever before because they can innovate faster, adapt better to changing needs over time, generate higher levels of service satisfaction among users (in part by offering personalized services), reduce transaction costs through automation as well as lower operating costs due away from high rents paid for office space which has been centralized”.
Digital transformation is a recent and popular topic in the Caribbean. What does it mean? How can you be digital? Let’s explore these topics together as we talk about what digital transformation means, how to implement it, and some of the benefits that come with this new way of thinking.
A lot has been said about technology in the past few years. It has impacted every industry sector including yours! You need to keep up or risk being left behind. The world is changing at an exponential rate thanks to technology so don’t get left out!
In order for organizations to stay competitive they are going through a process called Digital Transformation (DT). DT is all about ensuring your company becomes more efficient, agile and customer-centric by leveraging current
It’s a rainy Thursday afternoon in December and I’ve just finished a client meeting in Port of Spain. As I step out of the elevator, my watch vibrates faintly to let me know my car is out front. I jump into the warm car as the driver greets me by name and verbally confirms my location, telling me we’ll be there in about 12 mins. He drops me off at my hotel, and as I hop out of the car, he thanks me and wishes me “Happy holidays!” No fumbling for my wallet, no figuring out how much to tip him, and no waiting for the credit card machine to process my card while impatient passengers are waiting outside.DIGITAL TRANSFORMATION – IT’S REALLY ALL ABOUT PEOPLE
The Passenger Perspective
What everyone knows is that I’ve just endured the results of digital disruption. Where companies are creating new types of services by leveraging digital tools; in this case, mobile, GPS, Digital Payments and other real-time data processing systems to enable experiences and business models that were previously not possible.
The transaction happens completely in the background, so all you have is The Experience.
It’s true there were many powerful digital technologies that enabled this no-hassle car service, however from a “passenger” perspective, digital was not a big part of this encounter. For me, the encounter was about the convenience; the warm car, the friendly driver, and the simplicity of leaving the car at my destination. The transaction happened behind the scenes and so seamlessly hidden that all I was left with was the experience. If anyone has ever tried to get a taxi on a rainy day in Trinidad, especially during the holidays, knows what an extremely pleasant occurrence it was to have a warm dry car waiting for me.
Tailoring the Engagement
As humans, we process everything. We’re often irrational and very quick to opt-out, quit, or abandon anything that is a poor experience. Yet, when companies take the time to understand us, our motivations, our likes, and dislikes, and then tailor the engagement around these elements, consequently we’re likely to participate, spend more time in the event, and willingly spend more money.
THE REAL POWER BEHIND DIGITAL IS THE ABILITY TO KEEP THE TRANSACTION BEHIND THE SCENES. EXPERIENCES SHOULD BE DESIGNED FOR PEOPLE, NOT MACHINES.
Disney’s MagicBands and MyMagicPlus are examples of how a company leverages digital technology to remove friction. Keeping transactions in the background, Disney allows humans to experience the pure joy and enchantment of Magic Kingdom Park. As Nick Franklin, former Executive Vice President of Disney, states, “The guest doesn’t need to know how it happened. It’s about the magic…”
People First, Technology Second – DIGITAL TRANSFORMATION – IT’S REALLY ALL ABOUT PEOPLE
Companies going through digital transformation the Caribbean initiatives are often quick to start throwing technology at the solution. It’s &ld quo; digital transformation in the Caribbean” after all so there should be some cutting innovative technology involved. While this is accurate, the technology’s primary role in the process should be to enable the interface. Unfortunately, we focus too much on technology and not enough on the people to enable the desired emotion.
VALUABLE EXPERIENCES ALLOW HUMANS TO FEEL AN EMOTION. THE TECHNOLOGY IS NOT AN EXPERIENCE; ITS SOLE PURPOSE IS TO FACILITATE A SEAMLESS ENGAGEMENT.
What’s the takeaway? When designing an app, service, or new technology offering, be sure to invest the time to understand the human aspect first. Understand your target users as people and not just consumers. Take the time to understand their motivations, their goals, their context, and their comfort with technology.
Perhaps the industry term “digital transformation” is a misnomer. Perhaps we should be calling these initiatives something along the lines of “experience transformation”? This might reinforce the point that our work as innovators is about people first and technology second. To paraphrase the futurist and influential author, Gerd Leonhard, this is not really about technology─ it’s really about transcending technology.
To find out more about the way forward for your company click HERE
DIGITAL RESOLUTIONS FOR A DISRUPTIVE NEW YEAR. Many of us use the New Year as a time to set resolutions and become better versions of ourselves. Traditionally, we start with a list of things that will impact our personal lives: get in shape, stop procrastinating, spend more time with family.
This year, Ocey challenges you to start your digital resolutions for a disruptive new year with resolutions for your business – and more specifically resolutions that will leave your organization better prepared for the ongoing digital revolution. Why? According to Harvard Business School, leading digital companies generate better gross margins, earnings, and net income than organizations in the bottom quarter of digital adopters.
LEADING DIGITAL COMPANIES GENERATE BETTER GROSS MARGINS, EARNINGS, AND NET INCOME THAN ORGANIZATIONS IN THE BOTTOM QUARTER OF DIGITAL ADOPTERS.
Consider adding the four following suggestions to your resolutions list and make sure to continue following through on them throughout the year:
Secure Your Organization
Every year the number of security attacks grows, with enterprise organizations finding it increasingly difficult to mitigate the consequences of data breaches. Resolve to be proactive about security in 2021.
Tom Puthiyamadam, global digital services leader, PwC, says: “Businesses that integrate cybersecurity with digital strategies will be better poised to build trust into everything they do and transform faster. Leading companies are integrating cybersecurity, privacy, and digital ethics from the outset. And that enables them to better engage with existing customers and attract new ones. Many also see efficiencies in operations, business processes, and IT investments.”
Digital resolutions for a disruptive new year – INVEST IN A SECURE DIGITAL INFRASTRUCTURE TO PROTECT YOUR ORGANIZATION’S SENSITIVE DATA.
In 2020, we witnessed how hackers become more ingenious in their attacks:
A California hospital had faced a ransom demand to regain control of its computer system
Multiple reports about hacked baby monitors and strangers talking to children
Millions of users had trouble accessing Twitter, Amazon, Netflix, Spotify, and other popular websites due to unprecedented massive DDoS caused by home devices – from home routers to internet-connected toasters
MarketsandMarkets estimates the security market will grow from $122 billion today to $202 billion by 2021. According to IDC, the key domains for growth are security analytics, threat intelligence, mobile security, and Cloud security.
Prioritize the Customer Experience
Companies must learn from their customers to develop the tools, processes, and platforms necessary to build an exceptional customer experience (СX). According to leading design experts, CX will become the main differentiator among brands, overtaking price, and products.
When we discuss creating innovative experiences or transforming operations, IoT often plays a key role in developing solutions that address those strategies. Though consumer applications are most well-known, IoT also stands to revolutionize environmental monitoring, infrastructure management, manufacturing, energy management, healthcare monitoring, transportation, construction, and more. Tomorrow’s market leaders are investing in IoT solutions today.
With the right technology strategies in place, leading enterprise organizations can take a broader, deeper, and more thorough approach to digital transformation that will result in competitive advantages in the marketplace.
For help with your digital resolutions contact Ocey Phillips