Digital transformation. Everyone, from the CEO and CIO on down has been hearing this term for a few years. But true digital transformation is no longer a buzzword or a far-off prospect—it’s a necessity for any organization seeking ongoing business success.
The good news is that CIOs who embark on a comprehensive digital transformation initiative can expect a remarkable competitive advantage. In short, do it now and do it right, and your organization will reap considerable rewards. So, when does true digital transformation start? Luckily, it can start as soon as today, simply by acknowledging that what you are doing right now, in your role (as a CIO or other), is not enough. Technology is constantly shifting right underneath your feet so digital transformation needs to be equally continuous.
To paint a picture of what true digital transformation can look like—and form a blueprint for how your organization can follow suit— I’m sharing with you stories directly from executives who are navigating their own company’s transformation initiatives (including ServiceNow’s own CIO).
In the full PDF, you’ll see that the results are stunning, with significantly improved customer experiences, increased efficiency and profit, and a move toward constant business innovation.
If you’re not ready to download the whole eBook yet (don’t worry, it’s free), you can start with a quick preview of one story below.
Discover Financial Services: Transforming to Create Experiences
In the last three decades, the financial industry landscape has changed dramatically. Customers are demanding more mobile, responsive, and easy-to-use services. Millennial consumers are drawn by experiences, not brands. At the same time, financial technology startups are maturing, and aren’t hampered by data centers or legacy assets.
Discover Financial Services is driven to compete. This means the organization needs to operate differently today than it operated even four years ago. And IT is the business leader for this process and culture transformation. Discover started on this path by strategizing what technology should look like at the company in the next three years—and then taking the steps to move the entire company toward that destination.
First, Discover needed the ability to deploy new product features and functionality faster. One way to achieve that was moving to a continuous delivery pipeline for application development. Embracing cloud and automation and using open-source tools with a focus on flexibility helped increase the speed of innovation.
Second, customers should enjoy a more personalized experience while meeting regulatory obligations and ensuring customer privacy. The bank found that different customers have different needs, and by linking customer activity on Discover web or mobile sites with calls into account representatives, they could ensure that every interaction is seamless and customized.
Third, Discover wanted to encourage greater experimentation. So IT launched Agile working groups designed around business goals, like creating new accounts or streamlining payment technology. To further improve productivity and efficiency, IT and the business were co-located so that development questions could be answered in real-time. As a result, “hands-on keyboard” coding time increased five-fold.
Discover found that encouraging a culture that embraces change is foundational to success. Cultural alignment is equally as important as platform modernization. CIOs must support a culture that encourages people to think differently, take action, and focus on the customer.
Fourth, employees need the tools to work smarter. That includes using ServiceNow to automate day-to-day tasks, freeing up time to focus on high-value work. Doing all of this requires the CIO to have strong relationships with colleagues across the C-Suite, who will be advocates for these changes. CIOs will also need to collect data and communicate results to prove that the changes are working. CIOs need to reinvent themselves continuously—what worked yesterday won’t necessarily work today or tomorrow. They need to see problems as opportunities to transform IT delivery methods and culture to help the business respond more effectively to customer needs.
More Stories to Be Told
Check out the full eBook to hear more details on Discover’s transformation results, plus words of wisdom from Virgin Trains, VITAS Healthcare, Howard County, and ServiceNow’s own CIO Chris Bedi.