Uncovering Practices for a Successful Digital Transformation

Leading digital transformation and customer experience requires a continuous process of implementation, learning, and adaptation. To ensure success, it is essential to evaluate the status of your transformation regularly and make necessary adjustments. Aligning stakeholders and employees around a shared vision of the future will help frame your organization's transformation as more than just “digital”. To reduce the risks of internal changes and increase your chances of success, it is important to manage change deliberately, starting with empathy and transparency. This analysis was conducted by determining the proportion of respondents who agreed with or selected at least one practice, and then calculating the incremental value of including or excluding each practice.

To begin, roles and responsibilities must be redefined to align with the objectives of the transformation, which can help clarify the roles and capabilities that the organization needs. Whether a change effort was successful or not, the results point to some common features of today's digital transformations. Along the way, we have observed a series of patterns that help executives advocate for change, gain support, and take the small (and sometimes big) steps that lead to digital transformation. The survey evaluated 83 practices in the area of digital transformation through different types and structures of questions. To make proportional comparisons of the impact of each practice on the probability of success of the transformation, analyses of total non-duplicated reach and frequency (TURF) and Shapley values were carried out.

The survey results confirm that developing talent and skills throughout the organization is one of the most important factors for successful digital change efforts. In this twelfth edition, interacting with people on the front lines of the organization is ranked third among the most cited best practices, with frequent and open communication in fourth place. Only 16% of respondents say that their organizations' digital transformations have successfully improved performance and have also equipped them to sustain long-term changes. Other results indicate that when companies succeed in their transformation, they are more likely to have certain digitally savvy leaders. These four topics will give you a holistic understanding of your organization needed to start your transformation with your eyes wide open.

Reports show that more than half of today's companies lack the structure and internal practices necessary to compete with new and emerging digital organizations. As change management gains momentum as a crucial discipline, organizations around the world are adopting approaches that prioritize people first and facilitate successful transformation. Altimeter's “OPPOSITE” framework is an acronym that represents best practices that guide transformation efforts around the digital customer experience. To ensure success in your transformation initiatives, it is essential to focus on developing talent and skills throughout your organization. It is also important to interact with people on the front lines of your organization, maintain frequent and open communication, redefine roles and responsibilities in line with objectives, manage change with empathy and transparency, advocate for change, gain support from stakeholders, understand your organization holistically, create structure and internal practices for competition with new digital organizations, prioritize people first in change management efforts, and use Altimeter's “OPPOSITE” framework.