Enterprise Transformation: Why change should be the only constant.

Nicola Mortimer
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On: 17 May 2018
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Nicola Mortimer

Three is currently undergoing its own `Enterprise Transformation’ – a journey of changes to become increasingly digital and customer-centric. Transformation does not mean the same thing to every enterprise; it does not take the same form and it is not a one-off event. What it is for every enterprise, is essential. Now how do you go about it?

The world of business and technology is constantly changing, and only those enterprises which change with it will survive. That has been true for many years, but the pace of change over at least the last decade has made enterprise transformation more of an imperative than ever. The way customers search for, find, buy and consume products and services has become increasingly digitised and focused on mobile devices. This has not only radically altered the B2C and B2B landscapes, but has also empowered the customer more than ever before. Now the onus is on enterprises to become not only digitally focussed but also customer-centric, to ensure levels of service live up to customer expectations.

The onus is on enterprises to become not only digitally focussed but also customer-centric.

Achieving that aim demands a transformation that goes beyond technology alone, to encompass business models and business culture. If you are considering enterprise transformation but looking no further than the technology you use, there’s a danger that you are simply putting a new coat of paint on a structure that needs a radical rebuild.

Speaking from experience.

Like the cobbler never repairing his own shoes, even a business that’s at the forefront of mobile communications technology can suddenly realise it’s falling behind in the internal application of new technology, methods and processes. That’s why Three is currently undergoing a transformation process, to ensure we are fully exploiting all the new opportunities that the latest digital innovations have to offer.

From our technical staff to our online sales, and from our retail stores to our customer support services, we’re examining our end-to-end processes, discovering how customers and employees experience our services and our business, and then considering how we can improve our offering and use technology to underpin that transformation.

We’re not only looking at the technology that can make us more agile, more responsive to our customers and the market, and which will help us offer a better experience for customers and employees. We’re also looking at every aspect of our culture and our business mindset. The experience we are gaining will be invaluable to any enterprise making the same transformation journey – whatever point it has already reached.

Three core components.

Every enterprise’s transformation journey will be different. Each one will be starting from a different place and will be driven by its own unique opportunity for transformation. Each one will also face a different set of challenges. Lastly, each will have a different set of goals.

However, there are three core components to any enterprise transformation:

One – improve processes and automation, to make it easier to meet customer needs.

Two – technology products, to enable real future value – such as IoT and the cloud – rather than just more features.

Three – data transformation.

Of these, with the GDPR deadline of 25th May looming large, the most pressing is data transformation. Whereas some enterprises may consider the new regulations just a burden, those who take it as an opportunity to transform the way they collect, analyse and use their data may find GDPR has actually done them a favour.

Meanwhile, improving your processes and adopting more future-focussed technology can help enterprises find new ways of working – for instance remotely – and new ways of serving customers and meeting their expectations: such as smoother and more seamless omni-channel customer experiences.

Know where you’re heading. Measure the journey.

What is essential when you set off on your transformation journey is that you know the direction you are heading. You should be aware of your aims and you should have KPIs in place to measure your progress and ensure you are on the right track to deliver on the returns you have defined. Your KPIs could be anything from customer advocacy scores to the length of time it takes to launch a new product to your customers – just as long as they are measurable and relevant to your particular journey.

Whatever route that journey is taking, it would be wrong to define an ultimate destination. The world, and technology, are constantly changing. Your business also needs to continually adapt, and transformation needs to become a learned behaviour and part of your culture.

Transformation is not a one-off event but an ongoing process.

Transformation is happening within Three now, and will go on happening. We believe our own experience will enable us to help our customers, whether through advice and assistance or through the enabling technology which will underpin successful enterprise transformation.

Find more insights into Enterprise Transformation Here