Once your organization has the will to begin a transformation project, it will have to address the technology and business sides of the challenge.  Everybody knows that in theory, of course, but in practice making both changes simultaneously can be difficult. CIOs and CTOs who have been interviewed say that they have a harder time with the business-side change. Surely, replacing big technological systems is complex, but that's the type of complexity that engineers are trained for. They are less likely to have expertise in things like process redesign, employee retraining, skill development, organizational streamlining, and so forth.   

Technology levers for transformation for CSPs include: automation, tighter data integration between departments, implementation of master product catalogs, predictive and proactive capabilities, big data and analytics, and legacy decommissioning.   

Technology, however, is only one part of the story. As with any competitive endeavor, it’s not only what you use, it’s how you use it. There are several business-side levers that can help insure that the technology change actually leads to transformation, which in other words, means making sure that the money you spend pays off. Some of these levers include: adoption of DevOps/Agile methodology, process redesign and simplification, KPI selection, budget allocation, standardization across the carrier group, executive sponsorship and culture change.  

The danger here is whether the organization will be able to, in parallel, execute the two streams of change, which may mean postponing the business change until the technical change is complete. What can happen at that point though, is that a new technical project will then take up all the resources, and the business change will never catch up to the previous project. Therefore, despite all the expensive technology work, the business will not have improved as much as it could have. 

For more details on how to navigate digital transformation, we would like to share the IDC whitepaper Put the Transformation in Digital Transformation.

Idit Aloni is a passionate Customer Experience marketer who enjoys spreading CX gospel. Idit has spent the last decade consulting and leading CX transformation initiatives in large organizations in Israel and at Vodafone New Zealand. As she works with industry influencers, her passion is finding new ways to build exceptional Customer and Employee Experiences.

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