There is a lot of hype when it comes to digital transformation around businesses, with the fast approaching Fourth Industrial Revolution, more and more organisations want to understand what digital transformation means for them and how they can best implement it.
With that in mind, Itec South Africa’s senior product manager, Hannes van der Merwe, discusses his view of what digital transformation means for businesses.
According to van der Merwe, the first thing that one should understand about digital transformation is that it is not a product that can be sold but rather it’s an ethos or an approach which uses tools enabled by modern technology and connectivity to make a real difference to people, customers and a company.
“Part of the problem with digital transformation is that many business owners and CEOs are put off by the hype and conjecture around the topic. It is important to take away the big word, break through the white noise and make sense of digital transformation in a way that business people can understand and act on right now,” adds van der Merwe.
He explains that a practical example of transformation is that people are able to work from anywhere they are, but are still contactable and still work as though the are physically in the office, attending virtual meetings and accessing their corporate systems and emails.
“A critical focus point for digital transformation is the contact centre, here modern communications system aren’t just transforming the industry they disrupting it. For a start, they allow demanding tech survey consumers to engage with your company at any time of day or night, on the platform of their choice,” adds van der Merwe.
Van der Merwe says that organisations should bring all employees who spend a lot of time on the road into the same digital ecosystem, thereby allowing the business to manage the different access and communication needs of the different types of users to a central point.
Furthermore he adds that businesses need to identify problem areas first which could be anything from slow turnaround times to lower customer satisfaction, then the business can decide on the options and objectives and there after implementing technology solutions around that.
He concludes by stating that transformation is not a one-day, one-activity kind of thing, but it is an ongoing journey that is constantly changing.[Image – CC 0 Pixabay]