What are the most important considerations for organisations planning to accelerate?
Firstly, I’d say slow down to go faster. People are rushing into digital rather than transforming, it’s about trying to shift things that aren’t properly designed, which increases the cost per contact over expensive channels, and the loss is invisible in terms of customer dissatisfaction, dissuasion and lost business.
If you want to accelerate, get your benefits realisation strategy really clear. Do your service design really, really well. And target 95% first point of contact resolution. Beware of locking on to big IP systems, because their business model is to lock you in by making their business your business process, and then double your price when you can’t get out of it.
Once you’ve done those things, it will help you to prioritise what to change. It’s the old story of how the Japanese spend six hours planning and one hour building, where the British or the Germans don’t plan and then have to try and achieve the same thing over and over, without getting anywhere.