Every year, organizations implement digital transformation efforts. Sadly, many of these efforts fail or don’t yield the results that were initially hoped for. When things go awry, C-level executives become alarmed about how the transformation has played out, while frontline workers bear the brunt of the blame. A finger-pointing game starts to unravel a myriad of factors behind the transformation’s disappointing results:
- Poor training
- Unclear objectives & rationale
- Lack of resources
However, all these assumed “reasons” are merely symptoms and not the actual root problem.
Employees often are left behind by the implementation of new tech, which is commonly designed by tech-savvy pros who assume that that frontline workers/non-tech business pros can automatically adapt. Tech leaders need to connect the dots throughout user networks if CX transformation efforts are to succeed.
These five uncomfortable questions for any tech-related process/implementation will help identify where the biggest challenges exist in your upcoming transformation and alleviate content and communications issues.
During my upcoming track session at CX North America, we will delve into these five uncomfortable questions that leaders can use to determine exactly where to focus their energy when starting a digital transformation initiative. We will talk about the best methods to infuse a SEEK, SOLICIT, SPEAK mindset while harnessing in a SAFE to SHARE environment. Armed with this information, you will be able to accelerate your transformation efforts with insights-driven leadership.
This post was co-authored with Fayzan Sabri.