The Most Critical

People You Need

to Deliver Digital
Transformation
Practical advice for leaders building and
enabling a digital transformation team
 Delivering Digital Transformation

WHAT PEOPLE THINK WHEN

THEY HEAR THE WORDS
DIGITAL TRANSFORMATION
Digital transformation is a phrase we are all very familiar with. But depending on your role,
making it happen can mean different things to different people.

What you think they hear | What they actually hear

Operations
You get to share your knowledge.
You get to never see your family because
youre going to be working late.
R&D
This is a chance to speed up innovation.
We're moving budget away from the
projects you're working on and assigning
it to something else.

Board Members
Knowledge Worker
Shareholders will love this vision.
You know what changes we need.
We should have done this
Were going to ignore literally
three years ago. Business Process Specialist
everything you say.
This is your chance to shine.
If this enormously complicated
undertaking doesnt work its
Customer-Facing Personnel entirely your fault.
Admin and Support
Youre going to get the efficiency
Well all be more connected.
youve been waiting for.
I hope your CV is up to date.
Youre going to get live chat. IT Leader
Graduates / New Joiners I have faith you can
make this work.
This will be great work for
you to get involved in. Youd better call
Leadership Team a consultancy firm.
Everyone will benefit from this. Please help. You possess youth
and thus the answers to all
This will make everyones life
technological questions.
more difficult.

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 Delivering Digital Transformation

'87% believe digital transformation

is currently a significant strategic
challenge for their business
THE AGILITY TRAP RESEARCH REPORT, 2016

T
here are as many interpretations of To make it successful, the trick is to find the
digital transformation as there are people in the business who are essential to
job titles. This is particularly true when the process and removing the barriers that
you consider a lot of those people we have stand in their way.
just referenced will have been around long
before the phrase digital transformation, but
still have a role to play in making it happen. The question is,
Lets be clear what it means to us: who are the people
Digital Transformation is how businesses
use technology to put customers at the
you cant deliver digital
heart of what they do. transformation without?

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 Delivering Digital Transformation

Fig 1. From what groups do the ideas for innovation and change
around systems and processes most likely come from in your business?
57%

RESEARCH TELLS 55%

Operations professionals / experts

US WHO THE AGENTS

IT Leaders / professionals
52%

OF CHANGE ARE
Business function knowledge workers HR / Finance / Sales etc.
39%
Customer facing personnel
39%
Leadership teams

M
30%
aking digital transformation happen is a collective effort, R&D professionals
everyone has a part to play. That being said, when we 27%
Executive Group / Board Members
spoke to over 1,000 senior business and IT decision 26%
makers worldwide, certain roles emerged as being particularly Business process specialists
crucial to the process. 25%
Graduates / New joiners
17%
IT, Operations and Business Process professionals were all Administrators and support personnel
seen as major forces of digital transformation. Interestingly, 2%
Don't Know
the influence of business process specialists more than
doubles (from 26% to 56%) when an organization moves
from just thinking about change [Fig 1] to actually making Fig 2. Which from the same groups do you think make the most effective
it happen [Fig 2] showing that this group is vital to the collaborators to realize change and transformation in the business?
execution of digital transformation. 61%
IT Leaders / professionals
In the eyes of their peers, IT, Operations and Business Process 60%
Operations professionals / experts
professionals are the people that make digital transformation a 57%
success. They have the center-out view of the organization. They Business process specialists
see how implementing technology will impact on people and 51%
Business function knowledge workers HR / Finance / Sales etc.
processes. Theyre the people who take the vision and the ideas 35%
and turn them into reality. Change cant happen without them. Customer facing personnel
31%
Leadership teams
But for the whole thing to be a success, the challenges 25%
they face need to be addressed. R&D professionals
22%
Executive Group / Board Members
To read the full global executive study
22%
of digital transformation around the world... Graduates / New joiners
16%
Download your copy of 'The Agility Trap' Administrators and support personnel
1%
Don't Know

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 Delivering Digital Transformation

AGENTS OF DIGITAL CHANGE

FACE THREE SIGNIFICANT
PRESSURE POINTS
70% agree that efforts to transform the
business externally are undermined by the
internal complexity of the organization
THE AGILITY TRAP RESEARCH REPORT, 2016

Our research tells us that IT, Operations and Business Process professionals often feel overwhelmed
by digital transformation. It isnt because theyre resistant to change. Far from it. Their pain points
usually come from having to contend with three pretty extraordinary pressures...

1 Pace 2 Technology 3 Innovation

The organization wants digital
transformation to happen right now
(if not sooner). Its a struggle to keep up,
especially because the business processes
and operating models in place are too
rigid or entrenched to be changed quickly.
How can IT, Operations and Business
Process professionals be speedy when
the infrastructure prevents it?
A lot of the tech that companies use is
outdated, inflexible and so isolated that
the right hand doesnt even know that
there is a left hand, let alone what its
doing. The challenge for the IT, Operations
and Process Management teams is that
they now have to streamline these
business systems to better serve
customers, but they dont have
the tools to connect them.
Competitive advantage is built on
innovation, and innovation relies on
being able to roll things out quickly
to see if they work. Clunky legacy
systems hinder a culture of innovation
by preventing teams from working
together to integrate new technologies
and processes into the business.

So what do IT, Operations and Business Process professionals need to do in

order to overcome these challenges and speed up the time to digital?

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 Delivering Digital Transformation

THREE PRACTICAL
STRATEGIES FOR BECOMING
AN AGENT OF CHANGE
If youre one of the people critical to delivering digital
transformation, then there are three essential strategies
that you should consider before you get started:

Champion experimentation Prioritize the customer Connect operational systems

Quickly develop and adopt
new operating models
Innovation in any business is best
driven by continuous experimentation,
but traditional IT methodologies are
too unyielding to allow this kind of
agility. Businesses need to abandon
such methodologies in favor of a truly
agile framework that lets teams
collaborate on projects and deliver them
quickly. Only by failing fast and learning
quickly from mistakes can companies
create a competitive advantage in such
a fast changing landscape.
Unleash your data to improve
the customer experience
Digital transformation should be
about better serving the needs of
the customer. A sound technology
platform can liberate and consolidate
data from disconnected systems
across the business. This can then
be used to empower customers by
giving them the right information
at the right time, guaranteeing they
get the best experience.
Orchestrate people, processes,
applications and things
Connectivity is the bedrock of any
organization in the digital age. ERP,
CRM and CMS systems cannot scale
to this on their own. While many
administrative processes are based
on these systems, businesses need
technology based on a platform, not
on products. This platform needs to
be able to bring people and the tools
they use together to deliver services
that customers need.

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 Delivering Digital Transformation

A DIGITAL BUSINESS
PLATFORM (DBP) CAN
SUPPORT THESE GOALS
IN FIVE KEY WAYS

1 2 3 4 5

Create a space and Integrate rigid systems Make data available Provide insights Support rapid adoption
a common language and organizational to the right person to inspire innovative of technology across
for business and IT to silos to make the at the right time operating models a global business that
work together towards business more agile to improve the that drive competitive can scale up or down
digital innovation and efficient customer experience advantage as demand requires

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 Delivering Digital Transformation

SUCCESS STORIES YOU

CAN LEARN FROM
Below youll find information about just a few of the organizations that
have seen huge benefits from using these strategies outlined above

An innovative team automated a complex A visionary IT leader digitally automated the The process leader automated a complex
global supply chain across 500 sales construction planning and maintenance of wells underwriting process for corporate
operations and 400 factories, leading to across an oil field leading to a 250% increase in insurance, increasing visibility and efficiency,
a 60% reduction in operating costs. Near miss events captured and rectified. reducing the time to prepare quotes by 40%.

Learn more Learn more Learn more

Fund administrators digitalized critical

CTO Morgan Porter championed agile transfers of cash between funds, improving This retail banking and insurance provider
experimentation, automating the organizations customer service, increasing data visibility connected the organizations disparate
most critical process in just 90 days, leading and highlighting opportunities systems and data, leading to a significant
to a 21% increase in customers. for competitive advantage. reduction in customer waiting times.

Learn more Learn more Learn more

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 Learn how a Digital Business Platform
can transform your organization.
DOWNLOAD OUR FREE E-BOOK
'WHAT IS A DIGITAL BUSINESS PLATFORM'
go to bizagi.com

About Bizagi
Headquartered in the UK with customers across the world, Bizagi is a global
leader in digital business platforms. With a global user community of over
650,000 process pioneers, Bizagi has helped over 500 enterprises in
50 countries to survive and thrive in the digital age.

Bizagi 2017