Digital Transformation is a whole organisation agenda, and not limited to the replacement of technology infrastructure and systems.
The people change aspects of Digital Transformation are often underestimated and should not be limited to training staff in how to use new technology systems and devices. A more holistic approach and focus on changing the culture and attitudes across the organisation are key to success. The model below outlines the Digital First approach to delivering digital change management with our clients:
Our change readiness assessment and organisational communications methodology also help us to effectively deal with the people change aspects of Digital Transformation.
Front Office Platform Transformation
It is no secret that customers are now very digital in their approach to engaging with the major institutions in their lives, and the proliferation of new mobile and internet technologies has increased this demand.
Many organisations have grown and developed their customer facing technology platforms incrementally over the last decade. Websites have been refreshed and upgraded, new back office systems have been added and customer portals for self-service have been introduced. Often this has resulted in a proliferation of different technologies deployed on an organisation’s website, including forms packages, portals, information streams, different log in points and an experience for customers that does not measure up to modern digital standards.
Digital First can help you find the most cost effective way to modernise your front office platform, make the best use of the technologies you already have and ensure that you provide a modern and fresh customer experience and service.