Rethinking digital transformation to enhance your company's human capital
Reading time: 5 minutes
Beyond a technological, environmental, societal, economic and political revolution, digital transformation is above all a human story. Behind the digitization of the economy, there are companies made up of men and women who design products and services to deliver the best possible experience to a now "digitalized" customer-user.
Companies must therefore rethink their digital transformation by questioning the place of human beings at work and their future in the organization.
Original article by Pascal GREMAUD - July 2020
In this article:
Bringing meaning to employees' work through digital technology
In addition to the purely technological aspects, which are often the exclusive domain of IT departments, digital transformation involves organizational and cultural changes.
Human Resources Departments (HRDs) are therefore also on board to enable organizations to break down functional silos and move the organization towards greater agility and collaboration between departments. They must ensure that teams have the right level of knowledge and skills to adapt to the constraints and changes in the markets in order to be more efficient.
To accelerate these organizational changes, international companies have created new functions such as Chief Digital Officer (CDO) or Chief Transformation Officer (CTO), in charge of digital transformation.
The new organizational order of work would therefore no longer be to have man enslaved and controlled by sequential processes of tasks but on the contrary to free him by more human and collaborative interaction for more creativity, fulfillment and commitment to the company.
Continuous improvement of business processes that values human relations
It is therefore important and urgent for CDOs, HR & CIOs and managerial teams to revisit and rethink work processes by dematerialising documents and automating the most repetitive tasks in order to put more human intelligence at the heart of the company's value creation system.
A committed employee is in search of meaning.
Fostering employee commitment thanks to an organization that integrates the contributions of digital technology
A committed employee adheres to the corporate culture, prefers participative management and wishes to evolve in an ecosystem based on trust.
The digital transformation can help redesign work organization more quickly by integrating several dimensions that promote employee engagement.
New technologies bring more mobility within and outside the workplace. They amplify the pride of belonging to a community and facilitate collaborative management to finally give more meaning and develop trust.
Several studies have shown that companies with higher than average employee engagement rates achieve higher productivity and profitability. Customer satisfaction is also significantly higher.
Creating value through human interaction in the service of customer relations
The analysis and digitization of business processes allows to accelerate the implementation of changes and operational procedures and to adapt them permanently in co-construction with the field teams for greater efficiency.
These business applications are accessible from both web platforms (desktop computers) and mobile devices such as smartphones or touch tablets. They allow for significant productivity gains by simplifying repetitive and tedious tasks, which are not very secure and often have little value for the end customer.
The digitization of work processes helps to ensure that information is accessible anywhere and at any time and that essential data can be processed in near real time. This enables operational teams to work in a collaborative mode and be more efficient.
Going into agile mode and adapting business processes to increase efficiency
One of the challenges is to move the entire company into an agile mode, i.e., "design, test, deploy, and operate" new offerings simultaneously and continuously. Agile methods have already proven their worth and have a positive impact on time-to-market, cost control, delivery times and the deployment of large projects.
This progressive way of operating in organizations generally leads to better integration of digital technologies into business development, increased quality and higher employee satisfaction.
Use customer experience as a compass for change
A company's value proposition lies primarily in the quality of the service produced and the human interaction that accompanies it.
We need to know how to decipher customer experiences and analyze their real needs in order to define new, even more effective offers.
At a time when competition is fierce to win new customers through new models of engagement and loyalty, it is important to invest in behavioral, relational and cognitive skills. These will become as important as technical skills alone.
Organisational efficiency, employee commitment and qualitative improvement in customer relations are three major challenges of the digital revolution.
The digital revolution is accompanied by an organizational and cultural revolution. In fact, the success of the digital transformation of an organization depends first and foremost on the men and women who make it up and therefore on the human factor.
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