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  • Sutherland White Paper

Driving Digital Disruption with Customer Focused Operations | Part 2

Reaching your integrated office goals starts with 6 key steps

To achieve your integrated office goals, it is important to review and reflect on the critical elements to provide that exceptional customer experience. Organizations must encourage business stakeholders to break away from conventional thinking and traditional norms, and engage them with research and insights to prototype new ways of conducting business. Then, they should develop a digital strategy that crystallizes a customer-first mindset and integrates operations that deliver seamless, extraordinary customer experiences end-to-end. Finally, organizations must break-down, design, develop, and deliver innovative end-to-end business processes, enlisting innovative digital solutions that drive winning execution strategies to provide value at a different level. Disruptive transformation is not easy and companies must nurture a culture that embraces change. Often, they are too heavily invested in current ways of doing business and unable to overcome organizational biases. The result – their operations remain siloed, and their delivery of value, fragmented. Many organizations taking on such strategic initiatives cannot effectively meet objectives on their own. They must seek out partners that can supplement their own in-house expertise and provide solutions to achieve the desired outcomes.

Here are some criteria that will help your organization in taking the next steps, and for assessing requirements for the right partner to help operationalize your digital transformation journey:

1. Define success measures – Decide what success looks like. Document those measures, and integrate them across the organization.

2. Create prototype/pilot – Put your plan into action via a prototype or pilot phase. Capture the knowledge gain and reflect on what went well, and what did not.

3. Identify approach: waves or big bang – After incorporating the knowledge gained from the pilot, determine if you will move forward in waves, or all at once.

4. Create a digital technology roadmap with a desired end-state execution model – Identify the required digital technology needed to enable defined objectives and incorporate deployment into overall program plan. Then, define the transformed business vision for how the company will operate to deliver value to customers from first to last touch-point.

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