Customer engagement leads the way The survey, which focussed on the finance, retail and government sectors, asked organisations to rank the prioritisation of four key areas aligned to their transformation efforts:

Customer engagement
Employee empowerment
Operational optimisation
Product/service transformation

This delivered some useful insights about the progress that organisations are making with transformation, and where there are opportunities not yet being addressed. Survey respondents were asked to rate their maturity in intelligently using data across those four goals on a scale of zero to ten, producing a ‘Net Data Intelligence Score’ based on methodology similar to that used to calculate net promoter scores. Only ‘customer engagement’ entered positive territory at +2. While CX transformation is important, addressed in isolation it is unlikely to deliver the full transformation dividend to an organisation that comes from also transforming the employee experience, operational processes, as well as products and services.

The impact of that relative lack of maturity in using data, other than just for customers is clear when it comes to tracking the success of transformation efforts in each area. Put simply – if you don’t have access to or use data appropriately, you can’t expect transformation success. Respondents noted that the two major barriers to successful transformation were a lack of senior management support (64 per cent) and a lack of company strategy from the board down (61 per cent). Interestingly customer and employee resistance to change also ranked highly at 55 and 56 per cent respectively. This suggests that there needs to be a much clearer narrative from the top about the importance of transformation to the organisation, and the benefits it will deliver.

Microsoft urges organisations to tackle data blindspots to reduce risk of costly failed CX projects

Cloud based clinical platform brings relief for Inflammatory Bowel Disease (IBD) patients and practitioners

New Microsoft Technology Centre accelerates Australia’s digital transformation opportunity

Fishy business: Putting AI to work in Australia’s Darwin Harbour

As AI breakthroughs abound, businesses look to score benefits

Cloud computing spurs Australia’s genome research, opens field to clinical application

Digital twin transforms property sector with safer, smarter cloud solution

Cloud Clout: how NAB is digitally transforming itself, delivering new classes of customer service, and investing in its people for the future

Neobanks and finance sector innovators soar with cloud-based core banking platforms

Digital transformation for nonprofits: The business of doing good with data

Why Anil Kumble wants AI to bat for cricket fans

Testing and deployment automation injects efficiency, boosts morale for DJSB