Delivering Digital Excellence: @ speed & scale

An excellent digital experience has now become a hygiene for any brand to sustain and grow in today’s time and its benefits are well known business leaders as well as what constitute a good digital experience, yet delivering it at lower cost, faster time to market with adhering to all compliances is always a continuous strive that most organizations are into.

While the nature of this touch point, i.e. digital channel, qualifies it to have such continuous programs active at all time, yet there are few best practices that make this endeavor productive.?

Before we start on the best practice, let's take a step back and see what would be a simplistic view of digital ecosystem, that perhaps exists in most organizations - a challenge for many:

• Multiple creative agencies across digital ecosystem and technology vendors
• Layers of platforms supporting an end to end journey - a heterogeneous platform l
• Agile continuous optimization vs big transformation - always a challenge to strike a right balance and whether these continuous optimization working in alignment with larger goals
• In some cases, multiple lines of optimizations or delivery as per lines of services or brands within organization

With aforesaid context, let's imagine the opportunity cost of the organizations if the existing path of delivering digital excellence is continued without bringing any meaningful changes in it:

• Quicker realization of digital channel effectiveness - speed and scale may remain absent.
• Experiment with new digital solutions - tests & learn at scale, personalization, experience optimization &c.?
• Consistent experience and messaging across multiple channels
• Higher governance efforts? of compliance & control
• Faster rollout of campaigns & features due to higher reuse
• Operational excellence across delivery stream
• Effective utilization of resources product licenses & subscriptions, infrastructure & hosting services and work force across platforms and application
• Achieve more by working less - across process, people and technology

Now, that we have established the common challenges and what would be the opportunity cost, if the course correction does not happen, let's look at a view of some of the actions that drive result in digital ecosystem

A Digital Solution Tribe - this is an empowered tribe focused on driving digital transformation and continuous optimization in collaboration with all businesses and stakeholders.?

Digital Solution Tribe should be combination of Platform support, Technology Governance, Solution Delivery, Digital Products Management and Projects Management all under one roof, this combination would bring essential ingredients in one place to make the vision of creating a proactive, agile digital excellence delivery at speed a reality

• This is to support Digital initiatives from multiple development partners & creative agencies by providing technology & program management support.
• A proactive solutions enabler and platform governance approach for prioritization and better utilization of resources
• This approach supports the ever-changing digital landscape with required speed and goal
• Project and technology governance aligned with product strategy and roadmap with compliance controls for digital ecosystem
• Common minimum measurable KPIs for CROs, continuous optimization and transformation initiatives and all remain aligned to organization goals.
• Above all, it ensures minimal duplication and dives operational efficiency

With benefits of such a tribe as defined, what would be a high level view of such a group’s functioning? This ranges from demand management through product roadmap or otherwise to Governance, compliance and eventually driving operational efficiency. An effective Digital Solution Tribe’s key objectives can be:

In conclusion, any such approach’s single most important goal is to go a step ahead in delivering digital customer delight by having an efficient cohort driving the organization’s agenda in collaboration with all stakeholders with best practices from prioritization / demand management,? project and vendor governances, solution delivery and adhering with compliance obligations of the organizations.