Digital Transformation Hub

Welcome to the DCX Digital Transformation Research Hub

Digital transformation is the process of using digital technologies to create new — or modify existing — business processes, culture, and customer experiences to meet changing business and market requirements. It's a cultural change that requires organisations to continually challenge the status quo and experiment.

At DCX, we understand that digital transformation is about embracing digital technologies in all forms to enhance customer service, improve operational efficiency, drive new revenue streams, and create competitive advantage.

With this in mind, we’ve put together a comprehensive run-down of all things digital transformation, informed by our own research, to help you in your own journey - all you need to do is dive right in!


 What is digital transformation?

Digital transformation can involve anything from customer service automation to cloud computing adoption and extensive data analysis. The goal is to use digital technology to make your operations easier and more efficient while creating new revenue streams and a better customer experience

Some of the main benefits of creating a robust digital transformation strategy include:

  • Improved operational efficiency through new business models and solutions.
  • Providing a better customer experience.
  • Delivering a competitive advantage through better decision making and lower costs.
  • Positive impact on cybersecurity, employee satisfaction, and sustainability.

Key changes and developments in digital transformation

The nature of digital transformation means that things are constantly changing, evolving, and developing. Understanding this – that digital transformation never ends - will help you put a robust digital transformation plan in place.

Key current trends in digital transformation include:

Advances in technology

Keeping up with new technology is vital to any organisation's digital transformation strategy. Technological advances have transformed how businesses run and operate.

Examples include the rise of low or no-code platforms, which make it easier for people without technical backgrounds to build and deploy software applications using drag and drop rather than typing code - a change that can cut costs and boost productivity.

Artificial Intelligence (AI) and Machine Learning (ML) are also helping to make business decisions more data-driven, as managers can get more accurate glimpses of the future than ever before. While 5G continues to change the way that content, services, and experiences are delivered to users.

A focus on data security and accessibility

Data is the lifeblood of any business, and many organisations are turning to digital innovations such as cloud migration and a focus on cybersecurity, including the use of a Customer Data Platform (CDP), to collect and integrate all data into one secure database for easy access and analysis.

Blockchain has also gone mainstream, offering unprecedented security, speed, and traceability – factors that make it a vital component of digital transformation.

Workflow automation

Automation adds digital value, improves productivity, and enhances both customer and employee experience, freeing up employee time to engage with more creative and value-adding activities.

Rise in Anything as a Service (XaaS)

The logical progression from Software as a Service (SaaS), XaaS comprises the delivery of products, tools, technology, and other deliverables, online. It includes tools like Amazon Web Services (AWS) or infrastructure such as networking resources.

IoT connectivity

By 2025, more than 55 billion connected IoT devices will generate approximately 80 billion zettabytes of data. IoT devices can provide enhanced interactivity with users and allow employees to handle multiple operations remotely at any one time.

Here at DCX, we’ve seen the benefits that digital transformations can bring to organisations, boosting everything from productivity to user experience, and resulting in faster revenue growth compared to competitors.


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  How to measure your own digital transformation

Digital transformation is an ongoing process. The first step before implementing any digital transformation strategies is to understand your starting point - where are you, and where do you want to be? This means knowing how to measure digital transformation - and there are a few key metrics to keep in mind: 

  • Key Performance Indicators (KPIs) for Digital Transformation - these must be measurable and directly related to the overall corporate objectives. Avoid creating KPIs just for the sake of having them.
  • Measuring Success - Quantitative vs. Qualitative Metrics – in saying that KPIs must be measurable, that doesn’t mean you only have to rely on quantitative metrics. Qualitative metrics are also important, as they can measure factors such as customer and employee satisfaction.
  • Tools and Techniques for Effective Measurement – understand how different tools operate, and critically assess which ones make sense for your business.

  Evolve beyond traditional digital transformation

In the digital age, change is the only constant – and being able to react quickly to market changes or new opportunities can unlock growth and success. 

Learn more about business agility and how it can deliver your business competitive advantage over your less-agile competitors.


  10 steps to digital transformation

So, how can our discoveries help to move your business forward?

We’ve established 10 essential steps that will positively affect the success of your digital transformation.

 1. Technology adoption and integration

Businesses must be prepared to adopt and integrate transformative digital technologies and new digital tools, such as cloud computing or AI, into their operations.

2. Digital strategy and leadership

To succeed with digital transformation, organisations must develop a clear digital strategy and demonstrate a clear understanding of the role of business leaders in driving digital transformation and the challenges they face. Buy-in from the CEO on digital transformation projects is critical to success.

digital transformation framework

3. Change management and culture

Managing cultural and organisational change, including changes in communication, fostering a digital-first culture, and managing resistance and challenges, are critical factors in a successful digital transformation strategy. 

4. Customer experience and engagement

Digital transformation can have a profound impact on the customer experience, and this must be recognised and appreciated. Examples include personalisation, improved, more intuitive user interfaces, making it easier for customers to interact and explore your product or services, improved social media engagement, and omni-channel marketing efforts.

5. Data and analytics

Big data, data analytics, and data governance are all core to digital transformation - the use of data to inform decision making is a central topic. 

 6. Supply chains and operations

Using digital technologies to optimise supply chain management, logistics, and manufacturing processes is crucial to your strategy. Automation and IoT technology is particularly vital here. 

7. Managing cybersecurity and other risks

Digital transformation helps mitigate some risks, using the latest technology and initiatives to improve cyber security and strengthen IT systems. With new technology can, however, come new risks, including increased risk of IT system instability, data leaks, the threat of hackers, and issues around resilience, which can cause disruption in business continuity.

Risk management must be closely entwined with any transformation process to ensure success.

8. Sustainability and carbon footprint

A robust digital transformation plan can contribute to sustainability practices, helping to optimise energy efficiency and reduce your organisation’s carbon footprint. This should be at the core of your strategy in this day and age.

 9. Education and skill development

Learning systems and development initiatives help empower your workforce so they can embrace digital transformation- a critical investment that can often be overlooked. 

10. Digital inclusion and accessibility

Organisations must ensure that digital transformation benefits all segments of their workforce and, beyond that, all segments of their target audience. Issues relating to accessibility and inclusion must be addressed head on.

Start your digital transformation journey

If you want to succeed in your digital transformation journey, an agile culture and a drive for innovation are the foundations to success.

At DCX, we understand that innovation and agility are at the heart of transformation. We have over 20 years’ experience helping organisations like yours embrace digital transformation and improve the customer experience.

By partnering with our expert team, you’ll gain access to our skills and experience, allowing you to gain the competitive advantage your business needs to succeed. Get in touch today and let us help you navigate the complexities of digital transformation to do business better.

Additional Resources

Is digital transformation dead? See our infographic

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