Be a Digital Leader with OmniChannel Services

I have learned that there are three major things that most organizations need to do to be digital leaders, but let’s start with the three things that is involved in any software project, like building an app. First, you need to have a plan that define what you want to do and how to do it. Second, you need to organize your data in a structured way, and third, you need to define the functionality of the solution.

What most organizations need in their adoption of digital solutions is to do something similar, but on a larger scale. The first step, is to take control of the Digital Transformation journey, which basically means to have a plan for the whole organization’s adoption of digital technologies. The second step involves getting the most important data structured across all units and systems, and usually involves a Master Data Management initiative. The third step is to make the needed functionality easily available to the whole organization, and this is about creating omnichannel services that can provide all touchpoints, like webs and mobile apps, with what they need even if the legacy systems can’t keep up with all those needs.

In the video I show an animation where the different channels are reached with a fast moving set of touch points at the top, and at the bottom you can see the much slower moving back-end systems. In the middle, there are a number of service layers, the omnichannel services that take care of core processes, connecting to the back-end systems, and providing the touchpoint with customized services. This allows the organization to move quickly in the market without waiting for the back-end systems to catch up.