MID
E EAS
DL
ID
AL
I O N E L S
G
E
R ANN
CH
DLE E
While organisations will relook
at their structure and job roles
to enable successful Digital
Transformation across 2019,
other key activity areas will
be automation of customer
experiences and the supply chain,
explains Paul Potgieter, Managing
Director – UAE, Dimension Data.
TRANSFORMATION
AND AUTOMATION
HAND
IN
HAND
ACROSS 2019
A
24
the organisation around customer data,
innovative experiences, revamped business
processes and redesigned job roles. This
will help the organisation to move forward
rather than face resistance, similar to fitting
a square peg into a round hole.
Other than organisational structure,
another area that will need a revamp in 2019
will be the approach around generating,
accessing and analysing customer data.
Organisations beginning their Digital
Transformation exercise will quickly realise
that they have a lot of data that they do not
need, and very little data that they do need,
to begin their journey into understanding
customer insights.
Organisations will need to build new
processes to generate the data that they do
need and also build new structures to aid in
the analysis of that data.
In order to build their repositories of
insightful and valuable, customer centric
data across 2019, organisations will be
successful this time around by investing
in the Internet of Things. By investing in
sensors, devices, applications, connected core
and edge networks, across entire business
processes and supply chains, organisations
will begin to realise how to generate their
return on investments through customer data
aggregation and analytics.
Not only will organisations be more
successful in 2019 by investing in the
Internet of Things, for their own data
analytics, but they will also begin to see the
value in blending into their data, repositories
from third party data sources.
s organisations get moving
on the Digital Transformation
road map, they may abruptly
find themselves running
more on a bumpy dirt track rather than a
Formula One race course with expected
high-speed pit-stops.
The lessons from this experience are
sometimes hard to accept. One of the
key reasons for the bumpy track is that
existing organisational structures are often
incompatible with the requirements of
delivering digital experiences to customers.
Organisations need to take a deep
breath and start relooking at their structure
from the point of view of the customer
rather than traditional departmental silos
and legacy job functions.
One of the key changes likely to happen
across 2019 is that organisations moving
down the path of Digital Transformation will
restructure to bring in flexibility so that they
can refocus on what the customer wants.
Digital technologies will be leveraged
to enhance the customer experience and
project teams will work together to rebuild
et
er
, M
an
ta
agi
Da
ng D
s i on
n
irector
e
– UAE, Dim