In the course of the early days of thecorporations had been scrambling to spin up new buyer and worker experiences at a time when the financial outlook was getting increasingly more unclear. For some corporations, it felt like a race towards the clock — a race for survival. The truth is, many corporations did not survive the pandemic, and Forrester initiatives that as many as 20% of the Fortune 500 will not be going to make it via 2021 entire.
When it got here to know-how technique, most corporations fell into one among two camps. For leaders, the pandemic simply accelerated current digital transformation plans and spending. They tailored their plan and made it occur in a matter of weeks. They digitized processes quickly and pivoted enterprise fashions utilizing current know-how roadmaps. They did really superb issues and put distance between themselves and their opponents.
For different corporations, it was extra of a scramble. They had been caught off guard and put right into a “survival mode” mentality, which drove rushed know-how selections. They carried out know-how choices that won’t have been on their authentic know-how technique roadmaps. And, in lots of circumstances, they made selections within the second that usually deployed the perfect out there choice for purchasers’ most fast wants. They stitched collectively current programs with APIs and did not efficiently present their distant staff entry to the instruments they wanted.
Immediately, as many companies return to a “new regular,” the query know-how leaders needs to be asking themselves is, “Are the selections we made a yr in the past nonetheless the fitting selections for the enterprise at present and sooner or later, or do we’ve some digital regrets that we have to handle?” Forrester’s evaluation reveals that productiveness from tech investments has been falling for the previous 20 years. Think about what occurred in the course of the pandemic — one other less-than-desirable end result: digital sameness. Digital sameness is once you put money into digital options solely to search out that your providing is very just like your opponents.
If you happen to’re now seeking to consider your tech with an eye fixed towards a extra risky future, listed below are some strategies:
- Be customer-obsessed in tech selections. Being customer-obsessed means every thing via your buyer’s eyes. And that applies to know-how analysis and consolidation. Whether or not it is a front-end customer-facing expertise or a back-end inner system, consider its price and worth based mostly on the client’s wants first. Which means constructing options that interact clients on the units and channels they select, so it is vital you perceive your buyer’s preferences and behaviors.
- Attempt for resiliency, creativity, and adaptivity. Your broader know-how technique ought to assist your agency turn into extra resilient to ship in your model promise regardless of the disaster, turn into extra artistic in your supply of experiences to clients and turn into extra adaptive to reconfigure your core enterprise ideas when wanted.
- Suppose platforms, not level options. One of many underpinnings of Forrester’s Future Match know-how mannequin is using know-how platforms — bundles of enabling applied sciences and providers preassembled to ship a selected buyer expertise or enterprise functionality. Sure, that features a cloud-first mentality, but it surely goes a lot deeper. When new enterprise alternatives happen, companies can use these platforms to quickly assemble new, distinctive worth propositions for purchasers that drive vital enterprise for the agency. To get a deep dive on this matter, watch this on–demand webinar.
Of all the teachings realized in the course of the pandemic, maybe crucial lesson we realized was to count on the surprising. Shifting to a 100% distant work surroundings wasn’t on most CIOs’ radars. Restrictions of in-person eating and purchasing weren’t, both. As a know-how government, your function is now to make sure that your know-how technique not solely adapts to future disruption however permits your agency to profit from surprising change.
This put up was written by VP and Analysis Director Matthew Guarini, and it initially appeared right here.