Ovum research indicates that most organizations are still working towards addressing the challenges of the digital era, but modernization of core systems and business processes is a complex and expensive activity.
- Two key drivers fuel digital business transformation. The need to deliver market leading products and customer experience and the need to have underpinning processes, systems, and organizational capabilities well-aligned to delivering the market need.
- Finding the right path for change is difficult. Creating a skin-deep veneer of customer-facing functionality has long-term cost implications for both systems and the back-office, while delaying the delivery of customer benefits and re-tooling the organization can cost market share and cause reputational damage.
Features and Benefits
- Understand the balance of your priorities between improving customer experience and improving internal processes and technologies.
- Discover which core capabilities will help your organization be more adaptable to changing market conditions.
Key questions answered
- What is the right balance between improving customer experience and improving internal processes and technologies?
- What is your organization's best path of digital transformation?
Table of contents
Recommendations for enterprises
Recommendations for vendors
Finding the right path for change
The customer-first path can deliver rapid market benefits but incur substantial technical debt
Capability-first delivers platforms for sustained growth, but often delays customer benefits
A hybrid path balances the benefits, but has potential pitfalls