New IDC research commissioned by Avaya finds more than two-thirds of
companies rate digital transformation efforts as less than extremely
successful in achieving their goals, with only 19% driving true
innovation
SANTA CLARA, Calif.--(BUSINESS WIRE)--
If digital transformation (DX) is using digital technologies to create
new business models and change markets, then the journey has only just
begun according to a new IDC white paper commissioned by Avaya.1
The study of nearly 800 enterprise companies across 15 countries showed
this and other constructive insights for organizations planning their
transformation strategies.
The study found that 69 percent of respondents rate their DX efforts to
date as less than extremely successful in meeting their goals. Only 19
percent believe they’re truly innovating as a result of their
initiatives. Survey results suggest that one of the primary reasons for
this perceived lack of innovation is that most companies are still in
the early stages of the transformation process, even though they are
well into DX discussions.
The evidence also suggests that these early efforts are largely focused
on implementations and refreshes of individual technologies, instead of
strategic modernization. Optimally, the individual technology
deployments should be steps in the larger plan to achieve the overall
goals and objectives of the DX strategy.
Regarding drivers for DX initiatives, even though a transformed customer
experience is widely discussed as the desired outcome, responses suggest
that employee productivity is currently prioritized by 62 percent of
companies, versus 54 percent that have prioritized the customer
experience.
To put it together, it appears that the current state of DX leans toward
individual technology refreshes focused on internal efficiency
objectives. This does not mean that the internally focused efforts are
not well designed, but simply reflects that plans are still in early
stages, starting with a foundation of internal improvements. While any
organization will welcome the resulting cost efficiencies and internal
productivity gains, those focused on growth should not stop there. The
study found that revenue growth at companies with digital transformation
strategies encompassing both customer and employee experiences surpassed
those with their vision limited to cost reduction.
While the results also showed that companies focused more on the
customer experience over expense reductions had the highest revenue
growth, the internal-first approach may ultimately be faster and more
effective in achieving customer experience objectives than starting with
front-end or customer-facing processes. Transformations driven from the
inside out -- first aligning people, tools and processes to create an
environment that supports the desired customer journey -- are likely to
provide a solid path to the customer satisfaction and loyalty that drive
lasting growth.
Download your complimentary copy of Digital
Transformation: Insight into Getting it Right!, the 2018
IDC InfoBrief Sponsored by Avaya.
About Avaya
Avaya is a global leader in digital communications software, services
and devices for businesses of all sizes. Our open, intelligent and
customizable solutions for contact centers and unified communications
offer the flexibility of Cloud, on-premises and hybrid deployments.
Avaya shapes intelligent connections and creates seamless communication
experiences for our customers, and their customers. Our professional
planning, support and management services teams help optimize solutions,
for highly reliable and efficient deployments. Avaya Holdings Corp. is
traded on the NYSE under the ticker AVYA. For more information, please
visit www.avaya.com.
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Source: Avaya Newsroom
1 IDC White Paper, sponsored by Avaya, Digital
Transformation: Insight into Getting It Right!, May 2018
View source version on businesswire.com:
https://www.businesswire.com/news/home/20180625005604/en/
Avaya
Media Inquiries:
Deborah
Lewandowski, 630-245-2720
deblewan@avaya.com
Source: Avaya