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Research Report

Digital Acceleration

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There’s bad news for companies that have not hopped on the first wave of digital transformation (DT)—the second wave is harder. The second wave of DT is all about moving beyond a product focus, beyond a bunch of independent projects, and beyond the monetization of complexity. Wave Two DT will require a focus on the customer experience, the managing of a neural network of projects, and an elimination of complexity. The good news is that we have enough existing technology to get the job done. We have proven techniques to eliminate waste in the workflow. And we have transformational success stories that have more in common than most see at first glance.

This paper on digital acceleration will address:

  1. The two waves of digital transformation.
  2. The “neural network” of digital transformation.
  3. Pursuing “Lean” digital customer experience (DCX) as an organizing principle.
  4. Two transformational success stories separated by 20 years.
  5. The DCX transformation process.

Executing an end-to-end DCX transformation is “save-the-company” important. It will require big, bold acts and plenty of perseverance. Further, the DCX transformation is not a one and done. It must be an organizing principle that is permanently embedded in the organization.

Authored By:

Vele Galovski

Vice President, Support and Field Services Research, TSIA

Publish Date: August 23, 2022

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