The post-Covid-19 world is becoming increasingly decentralized and connected. The disruptions are accelerating. This is the last of the 10-part series on Digital Transformation Debt post-Covid-19. It is the fitting conclusion for enterprises that face the transformational challenges of Covid-19. We started the 10-part series on Digital Transformation Debt post-Covid-19 era with Culture – the most critical dimension. We end in this part with Competency Centers. In some ways, those are the parentheses: all the other parts fit in between these two. The Culture sets the tone and direction. The Competency Center governs the best practices. It is time to alleviate the Digital Transformation Debts and start the journey!
#competencycenter #coe #centerofexcellence
This article is the seventh part of a ten-part series on Digital Transformation Debt, post-Covid-19. Part 7 focuses on the most impactful and relevant trend for an essential focus of Digital Transformation: the customer. The customer in the digital era is always connected, tech-savvy, and has high expectations. Customer Experience (CX) Optimization is a critical dimension, especially in the Covid-19 era. CX can be realized through leveraging AI, innovative design, and Automation. DX transformation elucidates the need to shift from bulk marketing, siloed organizations, and ad-hoc experiences to digitally transformed 1:1 connected customer engagements. The combination of AI with digitized end-to-end value streams on behalf of the customer creates this experience through extreme Personalization that leads to concrete business results, such as improvements in Net Promoter Scores (NPS).
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The impact of the Covid-19 lockdown of businesses and government will be felt for many years to come. It is causing mega-cultural trends that are already changing us. We might not be feeling it or appreciating the shifts that are happening. It is too close to home and we are in the midst of it. But it is happening, and it is very real. This is the first of a 10 part series on Digital Transformation Debt - post-Covid-19. It is the most important one, as it covers Culture.
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