Digital Transformation continues to be a challenge despite the fact that the pandemic has catalysed this process. Although 8 out of 10 companies are accelerating their digitalisation this year, 80% of organisations are still reinventing their business model, according to a study by a US multinational. A future that seeks to provide answers in an uncertain world.
In this sense, experts say that before the advent of COVID-19, European companies' investments were focused on basic technologies, now 85% look beyond and want more agile and scalable IT infrastructure to be able to deal with contingencies. However, what barriers do companies face?
- Difficulty in extracting knowledge and added value from data and information overload in silos
- Data privacy and cyber-security concerns
- Lack of budget and resources
This same path is outlined in a survey by the consultancy firm Gartner. It shows that 69% of the boards of directors of companies in the United States, Europe, the Middle East, Africa and Asia-Pacific chose to step on the accelerator in their digital business initiatives as a result of the coronavirus. In addition, it points out that half of the organisations estimate that they will change their business model in the post-covid context.
To embark on this new adventure, they consider that they have to increase their technology budget by 7%. The fact is that 86% of participants in this study consider that they have "a transforming role" in the strategic priorities of the business. A step forward that can, and must, carry a fundamental weight for companies to emerge more strengthened from this crisis. It will also become a strong facilitator in addressing employees, customers, the supply chain and the brand.
Technologies such as Analytics and Artificial Intelligence stand out, in Gartner's opinion, as the tools that will be essential to enable companies to manage the new remote work environments. They will also have to reduce risks and eliminate performance gaps in the applications or services implemented in a hurry during the first wave, through compliance and user-experience audits. At this point, they warn that by 2023, “companies in advanced stages of the Digital Transformation will find that poor customer experience is their biggest obstacle to greater success.”
It is a fact that the pandemic has changed both the world of work and the world of business. Forbes points to the launch of 5G as a major trend. Organisations cannot afford to be disconnected, and ensuring proper connection is not just an option, but an obligation to boost business, increase productivity and reduce costs.
Gartner points out that connectivity is all very well, but it is the Behavioural Internet that will mark the change. Why? They explain that this trend is the way behavioural data is analysed to influence people's behaviour. They offer several examples related to the new normality, such as the use of masks, compliance with safety protocols and the frequency with which people wash their hands.
This is in addition to boosting digital equality in the workforce, designing for new customer demands and accelerating automation initiatives. On the first point, it is important to note that many employees will continue to work from home. For this reason, companies will need to emphasise hybrid models and ensure that people at home have access to the same connectivity and productivity tools as those in the office.
It is essential to automate IT operations. And it is also essential to invest in design and user interface requirements for the automation of non-contact processes. Voice-based experiences and self-service options will take the lead in this path. A path that will therefore drive investments in digital operations technologies, with the goal, according to Gartner, of achieving a total and flexible experience as interactions become more mobile, virtual and distributed.