IAB202 Lecture Notes - Lecture 8: Customer Experience, Customer Relationship Management, Digital Divide
Document Summary
Digitalisation transforms industries: 32% of the australian economy is owed to "short fuse, big bang" companies innovating in small amounts of time with a large impact on business. The what (digital capability): using digital technology to transform the customer experience, operational processes and business models. The how (leadership capability): successful transformations depend on as much on how firms manage digital transformation than solely on implementing technologies. Digital business capabilities: customer experience, operational processes, business model. Digital leadership capabilities: digital vision, engagement, governance, technology. Digital leadership: digital vision, successful digital transformation starts from the top of the company, a digital vision to direct the business and convince the employees, transformative. In addition, address regulatory and security concerns: coordination: prioritizing, synchronising, aligning. Sharing: capabilities, resources: three key governance mechanisms, digital governance committees (decide, digital leadership roles (drive) Start with improving the communication between business and it.
