So let’s start this blog with the ultimate buzz words nowadays: Digital transformation. What does this mean? And how far from your daily reality is it really?

When everything and everyone is connected with the internet, there’s a major shift in customer expectations. Google, Apple and Facebook have completely altered your customer’s expectations. Your service offering needs to be available 24/7 and needs to work seamlessly across channels. Convenience is key. This has massive consequences for the way organisations are designed to deliver their products and services.

There is no safety in being big any more. Start-ups such as Airbnb use digital technologies and business models that disrupt your industry. They can build a huge customer base overnight. Next to that, customer loyalty doesn’t come from excellent products or services (any more), but from delighting customer experiences. If organisations can make decisions based on data from their primary process, they can optimise their service offerings based on the customer needs.

So what is a Digital Transformation?

The definition we envision within Prowareness Dx is:

Digital transformation is a form of end-to-end, integrated business transformation where digital technologies play a dominant role.*

We are talking about an organisational change that is needed to sustain, or improve the economic performance of an organisation. To enable this change, new technologies are applied and new business models explored. New technologies include: Cloud, Mobile, Social Media, Big data and data analytics (AI). New business models are centred around: Cost value, Experience value, Platform value, or a combination of the three.

Where to start?

That sounds like an enormous thing, doesn’t it? Organisational change is all about breaking through silos, old patterns and habits that doesn’t serve the organization any more when it comes to delivering actual value. To connect and to collaborate, in the broadest sense.

The beautiful thing is, there is no silver bullet. Not one solution. Organisations need to plan their organisational change in a roadmap of strategic change. Improving your organisation’s assets and digital capabilities can happen from several perspectives:

  • Customer experience;
  • The organisation and its structure;
  • Business processes;
  • Innovation;
  • Data and data analytics;
  • Technology.

These assets and enabling digital capabilities are needed to address the disruption that comes with Dx. Agility is only one of them.  The challenge in the digital age is to seek new combinations of those capabilities.

I believe that discussion, feedback and an open mind helps us all to improve. Feel free to share the your organisation’s stage of the digital transformation. Are you in the midst of an organisational transformation, or are you still figuring out how or where to start? I am open to sharing thoughts and experiences. Either here in the comments below or in the Dx Foundation training.

For more information or to submit to the training, please visit:


*Vlerick Business School.



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