If you are planning to transform your organization to a digital enterprise, the first step on your journey is to accept that you will need to rid yourself of stovepiped systems and manual processes. You will need to mobilize your IT, empower your employees and enhance your customers' experience. Many of the changes needed will require the support of upper-level management, including your CEO, CFO and CMO. The move cannot be strictly an IT solution. Once you have secured the support you will need to transform your organization into a digital enterprise, you can begin the actual work.
You need to take a long, hard look at where your company is at the moment. Examine the "big picture" before focusing on details. What areas are having the biggest impact on your productivity or profitability? Is it your failure to provide customers with the ability to access your site on any mobile device, or the limits placed on your field personnel? Jot down all of the areas that you feel can be improved through digitalization.
Next, define how the move to a digital enterprise will solve the issues and benefit the organization. Will the move be more beneficial to your marketing department or your field services manager? Will your customers or your customer service representatives derive the greater benefit? Do you expect to increase revenue or profitability? If you cannot articulate a clear, concise vision or determine how becoming a digital enterprise helps achieve your business goals, you might need to spend a bit more time conducting research.
A digital enterprise leverages all available technology to create a cohesive organization. Your particular journey will depend on precisely where your organization is at the moment. Typically, a move to digitalization involves:
Being a digital enterprise has a number of benefits, but if you lost sight of what your customers need and want, the transition can be a futile gesture. One thing you absolutely cannot do is betray your customers' trust. This means that you must ensure that their data is secure at every point they interact with your company.
The very concept of a digital enterprise is relatively new, and the definition of what it takes to be considered "digital" is likely to change frequently. Be willing to "think outside the box" and tailor innovative solutions that work for your enterprise. Do not accept "one-size-fits-all" or "cookie-cutter" solutions just because they have been successful in a completely different industry. Remember that being a digital enterprise is a journey that has no fixed destination.