Social media. Mobile phones. Cloud technology. The Internet of Things—all these digital technologies are having a profound effect on the way we run our lives and our businesses. One of the most important changes has been a radical shift in the business-consumer relationship. Consumers no longer accept the company’s point of view, and have no hesitation about using social media to voice their opinions—good and bad. The power to shape the market’s perception and acceptance of your products and your company now lies in the hands of the consumer. When you consider that about 1.4 billion consumers now spend 22 percent of their time online, it becomes clear that they can significantly boost or severely damage your reputation in an instant.
In addition, digital technologies have dramatically altered the pace of business. Interactions are instantaneous, and companies cannot afford long lag times when they need to implement new processes or alter existing ones to keep up with the warp-speed changes in consumer sentiment, governmental regulations, market opportunities and competitive maneuvers.
For many companies, the hot topic is how to use digital technology to address this new business environment. Becoming a “digital enterprise” is trending. But what does this really mean? Perhaps it’s best to start with what it doesn’t mean: It doesn’t mean simply creating a snazzy company Facebook page, sending out Tweets or engaging with customers via smart phones.
Becoming a digital enterprise requires perceiving the organization—its physical, logical and digital assets—in a way that puts information at the heart of the digital transformation strategy. After all, it is these business assets—rather than the processes used with them—that should form the core of any particular process workflow or case. By digitizing its assets, a company can make better use of them, making sure any workflow meets the specific requirements of the assets involved in order to deliver a more personal customer experience, increase worker productivity and efficiency, gain deeper visibility into case work, and achieve greater business flexibility...
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