78% of respondents believe digital transformation will be critical for their organization within two years. However, only 38% of CEOs have digital transformation as a permanent part of their agenda. Where digital transformation is a key focus, 81% of employees believe it will make their company more competitive. However, for most organizations digital transformation is not progressing quickly and faces obstacles like a lack of urgency from leadership.

1. 78% of respondents predict that achieving digital
transformation will become critical to their organisation
within the next two years
63% said the pace of technology change in their
organisation is too slow
The most frequently cited obstacle to digital transformation
was “lack of urgency”
Only 38% of respondents said that digital transformation
was a permanent fixture on the CEO agenda
Where CEOs have shared their vision for digital
transformation, 93% of employees feel that it is the right
thing for the organisation. However, only 36% of CEOs have
shared such a vision
Of those working at organisations where digital
transformation is a permanent fixture on the executive
agenda, 81% believe their companies will be more
competitive in 2 years. Where leadership is not focused on
digital transformation – only 18% believe their companies
will increase their competitiveness and 46% project a grim,
less competitive future
Business model transformation is elusive – 7% of
respondents said their company’s digital initiatives were
helping to launch new businesses and only 15% said new
business models were emerging thanks to digital technology
There is still no industry role definition for a Chief Digital Officer –
CDO (Gartner Symposium 2013)
Digital committees are key to advise the board of directors on ‘what
is a digital business’ (Gartner Symposium 2013)
Digital Transformation
- is it on your agenda?
Source: Sloan Management Review Research Report 2013 in
collaboration with Cap Gemini
Not yet in the race?
By 2015 - 70% of your customer
interactions will originate from
mobile devices (Gartner)
Only 8% of CIOs are engaged
in mobile customer care projects
(Forrester)
Recent customer experience studies
of service providers across a range of
industries (including insurance, retail
banking, utilities and pay TV) have
produced a fascinating insight. These
studies show that failing to manage
the customer journey as a whole is a
source of greater dissatisfaction than
an individual negative experience
along that journey. As a result, journey
performance is arguably the key
predictor of customer satisfaction and
business outcomes.
Harvard Business Review (24/09/13)
‘The Truth About Customer Experience’
Running to stand still
80% of contact centres were
deployed before the advent of the
smartphone / tablet era.
Big Data and Social
Media - think brother
and sister
A key element to social media
success is being able to make sense
of the mountain of digital consumer
data that social media generates,
which is effectively a big data
challenge.
Some 90 per cent of firms believe
they could achieve business benefits
by raising the skills of their big data
analytics users (www.gov.uk/bis)