What factors contribute to this, and what can be done to improve the overall performance and effectiveness of the digital business transformation?
The truth is, there are many factors—including some that are difficult to control such as the rapid rate of technology change or fluctuating market conditions—but there are several intrinsic factors that can be addressed. These include:
- The lack of alignment between front-/mid-/back-office on digitally-enabled ways of working
- Product and support teams working in silos
- The loss of key tacit/tribal knowledge of the digital transformation done by a partner when it is handed over to IT (internal or a third party) for support
- Many times, the knowledge transition fails to capture the complexity of the digital platform—resulting in lower adoption and/or increased time to troubleshoot and resolve
While the business wants a partner that can deliver value, IT wants a partner that can reduce costs. One of the best ways to mitigate the above-mentioned factors and have a healthy balance between value and cost is to continue the important relationship with the team/partner who built and implemented the digital transformation work. This allows the business to focus on what it does best, while a trusted partner keeps the infrastructure and critical applications up and running—both securely and confidently.