Each section builds on one another, but if you want to jump ahead, click on the links below to go right to your desired section:
The digital maturity framework includes five dimensions that contribute to the success of any digitization project. You can assess your organization against these five dimensions to determine where you are today and where you need to put in the most time and investment to achieve a transformation.
Digitization requires you to introduce new leadership models that empower teams and drive collaboration. You will need to encourage a beginner’s mindset. Otherwise, you risk shifting back to the old ways of doing things with your new digital platform, which can lead to marginal results and ROI from your digitization efforts.
Executives must provide leadership and context as to why the organization is undergoing transformation. Clear and decisive executive support is essential to ensuring organizational alignment. Executives may choose to hold town halls, publish regular video messages on a company portal, and send regular email communications about the project.
Successful digitization projects involve close collaboration with key stakeholders. The business typically leads the effort, while IT influences each decision. Organizations need a governance strategy that fosters a collaborative working model. Within these teams, managers need to articulate that everyone is accountable and remove any roadblocks.
Most CSPs choose to either create a separate organization within their company to manage digitization or spin up an entirely separate business entity altogether. Choose your approach upfront to ensure proper resource allocation.
An architectural strategy sets the foundation for what you want to accomplish and the key actions you need to take to get there – from operations to technology. There are three basic strategies that regularly come up for CSPs: customer experience (CX), brownfield, and greenfield
. Your approach depends on several factors and how your organization views digitization.
Use the questions below to rate your business in each of the five dimensions on a five-point scale (1–5, with 5 being the highest). The higher your rating in a given category, the more prepared you are to accelerate digitization.
It’s important that you answer each area honestly so that you can evaluate how digitally mature your organization is today. After this exercise, you will have a better idea of the dimensions you need to tackle first.
- There is true collaboration and trust between business and IT teams
- My teams are empowered to make necessary decisions
- My company has fully embraced customer-centricity
- Different business units operate as one team
If you’re scoring low in this category, ask yourself if old mindsets are holding you back. You want to strive for digital-first thinking.
- Leadership appropriately delegates decision-making and owns project communications, including the hosting of town hall discussions
- Executives stay involved in projects to prevent conflicts and indecision
Are executives more focused on budget approvals than sponsorship and, eventually, ownership of your digitization project? That could be the reason for a low score in this category.
- Leadership works with IT and business teams to drive collaboration, which ultimately impacts project governance
- The right stakeholders attend key meetings and keep the program moving
Are your business teams competing for project ownership with IT? Ultimately, the business should lead the project with collaboration and input from IT team members.
- Program management and development groups fully embrace a crawl-walk-run scenario by experimenting, getting real-time feedback, and iterating solutions in short sprints
- Resources are allocated appropriately — either by blending into the existing organization, working independently, or creating a new branch of the company to focus on the project
- Teams have adopted agile development: They extend the project to testing groups and have a continuous delivery pipeline
- Multiple teams are running in parallel
- There are digital transformation wave plans in place separate from more detailed development plans to keep strategy objectives clear
Similar to the cultural transformation section, if you’re relying on your existing organization structure for this project, it’s time to consider a new approach. Consider a dedicated team, or better yet, a net new branch of your organization to focus on this initiative.
- There is a well-defined process to manage product innovation
- There is a comprehensive plan to move from digital incumbent to disruptor
- Everyone sees the value of omni-channel development (versus channel-by-channel development)
Unified user interfaces won’t get you where you want to go. Consider digital platform migration for the best results.
Once you’ve determined where you are on your journey and the dimensions you need to focus on first, you’re ready to build your digitization strategy. These are the five steps you need to take:
By addressing cultural transformation at the onset, you open the door to the possibilities that simplify and reimagine the way you do business. That’s why one of the first steps you need to take is changing mindsets in your organization. Doing so allows you to use technology more effectively, reduce time-consuming customizations, and accelerate your time to value.
Work with leadership to create a common language about your project. Develop a shared understanding of key milestones and your future vision. Communicate regularly with teams so they understand why they need to work in new ways. Develop a governance strategy to ensure everyone is following the same processes and using the right tools.
A business support system (BSS) layer, like an industry-specific customer relationship management (CRM) platform
, simplifies the digitization process. A CRM creates a single source of truth for data across the customer lifecycle that were in previously siloed technology systems. With the 360-degree view, you can better understand your interactions and transactions. The right platforms also come equipped with prebuilt processes and workflows to help you effectively transact and monetize your products and services from one place.
Eighty percent of customers say the experience a company provides is as important as its products and services. Combined with better employee experiences, the customer experience can accelerate revenue growth. Consider that one CSP saw a 50% gain in new accounts after they launched a mobile app that allowed customers to enroll and activate their own service in as little as two minutes.
The key is to design experiences across the customer lifecycle that give customers greater control and transparency. Layer artificial intelligence (AI) to anticipate customer needs and remove friction to make it easier for them to do business with you. Allow customers to self-serve, whether it’s during the sales cycle for a new product or for customer support.
Consider a crawl-walk-run approach that focuses on your minimum viable product (MVP). This allows you to get the results you need in real time and iterate your solution as you go. It also helps you to continuously show your leadership team results at every step of the digitization journey.
Invest in tools that reduce time and effort for your customers and add value to your business. For example, you can streamline and shorten an otherwise lengthy purchasing experience for customers with automation and self-service portals.
Equip your business with the digital tools required to meet customer expectations in today’s XaaS economy. For example, you can take a unified approach to the quote-to-order process, which improves the customer experience while mitigating order fallout and revenue leakage for your business. Capture accurate quotes and orders with configure-price-quote (CPQ) software. Use contract management applications to generate accurate contracts in real time. Then orchestrate order fulfillment on the fly with an embedded order management system.
This approach helps CSPs quickly define and launch new bundled offerings by leveraging existing product attribute definitions and rules. It also ensures quote, contract, and order accuracy because of consistent availability, compatibility, and pricing rules. Lastly, it provides CSPs and customers with visibility to complete the quote, contracting, and ordering processes and make changes whenever needed.
As you create your strategy, it’s important to remember the “what” and “how” behind every decision. How can business and IT teams better understand shared goals across your technology stack? What are the opportunities for agility, speed, and scalability in your organization? How do your people, processes, and technology all support your vision? Being able to answer these questions at every step in your journey ensures alignment and puts you on the right path to digital maturity.