According to a new Forrester report, "Digital Business Transforms Customer Experiences," 70% of decision-makers say IT processes change as a result of digital transformation. Continuous transformation is required to keep up with rising customer expectations, changes in technology, and growing competitive threats.
But the report notes that companies often struggle because of organizational silos, lack of metrics to measure progress on digital transformation, and the burden (budget or otherwise) of overhauling existing legacy applications and platforms.
Apptio partnered with Forrester to survey IT leaders to examine how they are managing the impact of digital transformation on the business. The report finds that digital transformation influences both how organizations reach and service their customers and how business and technology organizations operate in support of the customer journey. For transformation efforts to succeed, the technology management organization must be involved. When assessing how these organizations are approaching digital transformation, here are the key data points:
IT organizations must rework design, transition, delivery, and support service processes in order to improve digital transformation offerings.
"Digital Business Transforms Customer Experiences"
Today, companies are evolving all aspects of the business to match the pace of innovation customers demand but there are challenges along the way that can hold companies back from reaching transformation goals. According to Forrester, successful digital transformation requires significant involvement from the technology management organization. Don’t let IT be an organizational silo that hinders these goals.