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Webinar Recap: Digital Transformation


Thanks to those of you who attended our last webinar, Digital Transformation: What It Means And How To Get There. We hope you enjoyed learning about the ways in which technology is driving organizational change and how you can tap into it. For those who missed it, you can watch any time here.

Webinar Q&A: ROI, KPIs, Security, And More

We’ve also rounded up a list of our favorite questions from the Q&A that followed the presentation. See below:

Q: How do you measure ROI or set KPIs for digital transformation or integration?

A: As with most things, it depends on the use case. That said, here are some example metrics to take into consideration: time to complete a process (service request), revenue increase (along a new channel), customer satisfaction, fewer escalations, or impact on brand.

Q: Digital transformation use cases seem to rely a lot on the exchange and sharing of data. What are the privacy concerns I should think about?

A: The more you connect systems, the more you have to think about what data might be flowing across them. When building, you should consider the following in relation to information architecture: Who has access? Who needs access? What tools should I use? Is there PII or other regulated data?

Q: How can I incentivize people when privacy is of concern today? How does that translate to the concept of digital transformation?

A: Try to leverage the ‘Opt-in Economy’. In using a retail example, the question you should focus on is, ‘how can I incentivize someone to share their preferences?’ Say you want to deliver location-based realtime deals directly to mobile. Someone might give you their info IF AND ONLY IF they think it delivers value.

Q: I’m not at a high level within my org. How can I help us change?

A: Often times digital transformation begins in the trenches because that’s where IT is most backlogged. Someone uses a simple tool to solve a business problem that’s been plaguing them. Maybe an employee in the HR department improves the onboarding process in some regard. It doesn’t have to be a big initiative, but it can turn into one once you can demonstrate results. The most important thing to keep in mind is to keep track and measure your results to prove worth.

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