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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


  • Catalyst
  • Ovum view
  • Key messages


  • 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


  • Methodology
  • Further reading
  • Author