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Digital Transformation Best Practices Best Practices: Instil Digital Fitness and Reconfigure Work Practices to Succeed Amidst Continued Uncertainty by Shane Hill Jul 28, 2021 | 16 min

Australian organisations need to address changing customer experience expectations and pandemic-exacerbated delivery issues. Misaligned in-person and online experiences hamper their ability to personalise customer services.

Internally frustrating employee journeys and inadequate data for decisions compound the effort to delight external and internal customers alike.

Work-from-anywhere realities mean that even large enterprises are falling further behind international competitors in the pursuit of scarce digital expertise to address these experience challenges.

Redesigning experiences to promote engagement rather than effort is possible if Digital leaders spearhead the drive for adaptation. Balancing improvisation with employee adaptation will enable organisations to meet customer and colleague expectations in context, in a timely and inspirational manner.

Chief Digital Officers should embrace the continuing chaos to drive workstream and workforce advancement by exploring these five best practices:

  • Instil digital fitness with rapid learning and boundless adaptation
  • Reconfigure monolithic ways of working into agile workstreams
  • Empower people by democratising business performance insights
  • Align vision with pre-defined outcomes measured by meaning and experience
  • Enrich technical acumen with a focus on improvisation.
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