Humans@work
The journey from
transformation
to evolution
The evolution of transformation
Transformation as a concept can mean many things to many people and that meaning has evolved over the past 15 years.
Then: Digital Convergence: Spectator culture
The merging of previously discrete and separately used technologies, as well as the almost 'invisible' integration and use of technologies as a part of everyday life
Next: Digital Transformation: Participatory culture
The coupling of granular, real-time data with modern technologies to enhance products, processes, and business-decision making with customer, product and operational insights
Now: Digital Congruence: Convergence culture
The point at which culture, people, structure, and tasks are aligned with each other, company strategy, and the challenges of a constantly changing digital landscape
Why change?
Pace of technology and changing face of the competition
With increasing pressure on margin business operations is often seen as a second-rate citizen/poor relation in these models as sales and revenue are often attributed to the last touch before the sale, the sales org. What Is often forgotten is the value chain that results in that end sale and the ongoing relationship and service delivery to that customer. These two things are of critical importance if a business is going to take full advantage of emerging technologies, in particular AI.
Effectiveness agility and pace requires everyone to be empowered to make decisions access to data and guardrails to make decision. No time for lengthy process or luxury of lots of senior people expectation is cost goes down
Customers, clients and partners have more choice and financial pressure than ever before
They value simplicity and easy self-navigation, with quality interaction when they have it. Tech is no longer a differentiator it’s an expectation. Don’t expect to pay for manual tasks and expect integrated, pacy, agile experience operations are key
With the goal posts moved and focused on repeat purchase and customer lifetime value, the value chain and its significance has become increasingly important as have the multiple relationships that a customer will have with a single organisation. In these models you need people to be working as a community to delight the customer from every perspective. There is a need to move to long terms relationship and people need to be rewarded and motivated in a way that drives this connected behaviour.
Employees demand more
The workforce of today is demanding changing working practices. People early in their careers expect to have meaningful careers in companies with diverse cultures and strong company values. Pay is not enough, flexibility is key.
This becomes even more challenging when combined with the Increased risk of losing IP as siloed working practices such as working from home making it harder to communicate means we are not passing on knowledge and skills in the same way as once before. Cultural change is paramount to this not being detrimental. To commercial success and long term sustainability.
Critical factors for successful organisational change
In our experience for any business transformation to be successful there are five component parts that need to be working in unison.
Moving from ‘transformation’ to ‘evolution’
Product
Customer centric, scalable & digital first.
The digital landscape requires a different approach to service design. Starting with a discovery phase that maps capabilities to our clients business needs, shaping our services around our clients capability but in a way that evolves with their business, market and category needs.
Tools and technology
Rationalised, integrated & modernised
Technology transformation that aims first and foremost to help you recognise the value in your existing tech and builds on that investment with rationalised architecture that compliments and ensures there is a consistency in the tools everyone is using to enable open working, shared learning and collaboration.
People
A shared culture, open working & continuous learning & development
Moving from siloed ways of working to communities focussed on excellence in craft, promoting cross pollination of innovation and ideas promoting learning through osmosis.
Data
Democratised, shared-source & realtime.
A shared source of truth that acts as a source of continuous business intelligence and fuels our collective decision making, keeping us all steered in the same direction without the need for command and control. This approach to data enables us to identify the need for course correction or equally recognise shared moment of success as we transition and transform.
Process
Agile, consistent & automated.
Working as cross-functional communities solving for inter-operability whilst sharing and learning from the widest available lived experience. Working as the sum of our parts raises the floor and firmly securing a baseline gold standard, creating more space for strategic thought that leads to bigger and better outcomes.
Unlocking human potential…
A change in how you work and make decisions together needs support and mechanisms to help keep you on track.
Find out about our cultural change programme