My Stack On Digital Transformation:

Digital Transformation is now become the greater priority of any business and as a young participant in that domain I always try to listen our BD BFSI industry veteran’s perception about this phrase and cross match with my initial understandings. But unfortunately each & every time I get tangled into an argument and review my understandings because most of the veteran used to depict Digital transformation as, “new ways to deliver value to customers, improve customer experience, altering competitive product landscapes for customer, and changing the underlying dimension of market”.

To me, this narration is nothing but the final impact or outcome of digital transformation.  Primary focus of transformation should not be the customer!!! Any transformation primarily should hold the promise of improving its own people’s productivity & process’s performance by enabling innovation and reducing the costs. If we can transform our people experience, empower them technologically and speed up the processes then revenue & better customer experience will come as a byproduct.

Digital Transformation is not about digital native companies or their solution. It’s not about launching a wallet or agent banking or an alternate channel to customer. You may launch array of product by introducing array of solutions but if you fail to orchestrate, then you will be no longer sustain.

As an individual I am very much permanence focused rather than “Dhamaka” and I strongly believe that, without better infrastructure management & re engineering no digital transformation will take place. At first, a digital transformer need to bring automation in the technology infrastructure & ensure full visibility on traffic which will surf through that system, then change the approach of your application development as well as delivery, then onboard the application with automated process workflow and at the last phase, ask your business people to design the new digital product. I believe this chronology will definitely ensure better customer experience & ROI.

If you introduce superior digital solution and deliver service slowly and ask for downtime frequently then it will nothing but wastage of your effort to transformation. So, my stack is that, Digital Transformation is not about business solution to improve customer experience. It’s all about your automated infra management and process workflow to speed up the delivery and minimize the interruption to service.

Mahbubul Alam Rafel, A learner in the Digital Transformation & Cyber Security Domain