Going Digital First: What IT Decision Makers Need To Know
Digitalization has been hot on the lips of the business community for several years, accelerated by the coronavirus situation and the need to diversify and pandemic proof. In July’s (and our last ever) edition of Going Digital First, we take a closer look at how IT decision-makers can drive change in their organizations, the challenges they face, and some of the solutions to overcome them.
Setting the scene
To quote from the highly regarded technology authority Gartner, it “can refer to anything from IT modernization (for example, cloud computing), to digital optimization, to the invention of new digital business models. The term is widely used to refer to modest initiatives such as putting services online or legacy modernization”.
Similarly, to go digital-first means approaching any new opportunity or strategy with the assumption that the solution should be as digital as possible. In essence, this is very simple: imagine as much of the service you’re creating as possible being used by customers in digital form. Regardless of what industry you’re in, your customers are living in a digital world. They’re always connected, always talking, and always engaged — so a digital-first strategy is key.
Consumers want consistent engagement with brands across their preferred channels and this isn’t something new. For some time, shoppers have been utilizing more than one channel during their buyer journey. However, after the pandemic pressure has increased IT decision-makers to deliver on digital initiatives and give consumers the communication options they require. For example, the use of messenger apps for support has increased enormously alongside live chat. Cross-selling via these channels has also increased, as businesses adapt to a lack of brick and mortar opportunities.
Taking the first steps to digital-first
1. Modernising legacy systems
Cloud-native applications are built using PaaS and consist of independent microservices. This maximizes flexibility, lowers iterative costs, and decreases time to market. Combined, this enables companies to deliver and scale software continuously and bring products and services to their customers faster. And of course, they excel in the cloud — a big benefit as computing continues to move off-premise for both businesses and their customers.
Organizations that can’t or won’t develop a larger percentage of their applications using a cloud-native approach risk falling behind in the shift to digital business. An incremental approach is best because ultimately, IT decision-makers need to decrease time to market for new products and services and meet customer needs without affecting existing delivery.
2. Building a digital-first culture
This applies both to internal attitudes as well as in customer offerings. When asked to compare different types of challenges in the shift to a digital-first, 70% of executives surveyed by IT consultancy firm Capgemini cited employee skills. Additionally, IT decision-makers should push digital to the forefront of strategic business priorities: the way businesses approach the entire customer journey should mirror the digital age. This could include car manufacturers allowing purchase and paperwork done entirely online, and even virtual reality test drives for standardized models.
3. Optimise omnichannel
Whether it’s fashion brands or automotive OEMs, omnichannel is the present and future of retail. Customers want a seamless shopping experience regardless of the medium. This could be choosing a new car on their computer, customizing the specs later on using their phone, and then having an in-store test drive, pickup, and setup. Then handling post-sale paperwork at home using digital signatures. In clothes retail, this looks like someone shopping online, selecting an item they want, and scheduling a time to visit a brick-and-mortar shop to try on different sizes. Ensuring customers get what they expect will require IT decision-makers to lead the way, but also the whole organization pulling in the same direction.
Read the full article at:https://thescalers.com/going-digital-first-what-it-decision-makers-need-to-know/
