However, that still leaves nearly 30 percent of enterprises unaccounted for. And with the whole world going digital, it is no longer an option but a must-have.
Without digital adoption, chances are your business won’t make it through the next couple of years.
The trouble is, enterprises are slow to change, and several evolutions that come quickly through the digital world aren’t simple or cheap.
Several adoptions also involve risks, so it is natural to be apprehensive.
You need to identify the biggest challenges faced by your company and address the issues if you wish to move forward and stay ahead of the competition.
I have made the process easier for you by listing the five problems plaguing most enterprises when it comes to digital adoption:
1- Resistance Among Employees
Employees are the pillars of your enterprise. You require their cooperation if you want to move ahead with digital adoption.
Unfortunately, not everyone is receptive to change. Push Backs are a possibility and the greater the change, the more apathy you will notice among your staff.
According to a Dimension Data study, 54 percent of companies found members to be resistant to the idea of digital adoption. Where does this resistance come from? I have narrowed it down to a few factors:
- Unwillingness to learn new things
- General fear of unknown technology
- Fear of automation, changes in work profiles, or job loss
- Packed work schedules
Employee inertia can severely hamper the enterprise’s adoption efforts or even lead to failure. Your focus should be garnering support rather than overcoming the resistance.
Here are some effective ways to do so:
- Communicate honestly and consistently
- Make the changes fun and interesting
- Stick to human-centered change management frameworks
- Develop efficient onboarding and training programs
Above all, explain that digital adoption platforms reduce operational problems considerably. This results in lower resistance and ensures smooth skills training.
2- Lack of Analytics Capabilities
53 percent of modern businesses have problems with their analytics capabilities. After all, the amount of data to be collected is growing exponentially, and the failure to draw insights from the data may impede a company’s ability to grow quickly.
Without the right set of analytics within the organization, expect the growth of your business-tech synergy to come to a grinding halt. So what can you do to offset the analytics problem in your enterprise?
- Make analytics strategies a mainstay in boardroom discussions. Set it up as a catalyst for innovation and operational improvements. Communicate the importance publicly and internally in investor conferences, annual reports, and other channels.
- Collect and examine examples of external and internal benefits your business has generated from analytics.
- Create, borrow or purchase advanced analytics competencies like machine learning and data science beyond traditional business intelligence.
3- Inadequate Training and Development for Employees
Get ready to suffer from a lack of results without proper employee training. Don’t just cover the basics when introducing new programs.
Build a team that will raise your company and inspires the team for maximum productivity. Avoid asking employees to conduct their own research and figure things out on their own.
The ‘sink or swim’ approach to training won’t cut it when most of your enterprise operations are technology-based.
Incorporate a multi-layered strategy so employees can adapt to new technology:
- Research what value digital adoption holds for your staff. Convey a host of enterprise problems that new technology is capable of resolving.
- Formulate a clear strategy so your employees are familiar with the timeline and deployment tiers.
- Identify the type of training your employees need along with groups that require intensive training. Ensure that identified employee receives one-on-one training to learn the new technology efficiently and avoid falling behind.
- Do not make the training informative only – it should be fun as well. Use interesting training formats like visual learning aids and provide incentives and rewards to keep your staff motivated.
- Ensure the training is more comprehensive than a crash course. A PWC survey found that employees need 15 hours on average for onboarding and training to feel comfortable with using new technology on a daily basis.
Above all, choose a suitable digital adoption platform that reduces friction between varying roles and departments. Select instructors and trainers who are qualified to train employees. Do not pick someone who will go for a uniform approach. Implement various levels of onboarding for employees.
4- Lack of a Coherent Vision for Seamless Customer Experiences
Treat your buyers as unique individuals. Start by looking into their purchase history and personal preferences. After all, Accenture states how 75 percent of customers prefer to buy from companies that:
- Recognize them by name
- Recommend products based on an earlier purchase
- Familiarize themselves with the purchase history
They happily allow enterprises to use data to fulfill these points. Use this as leverage to improve the overall user journey. Avoid guessing games during digital adoption. Implement omnichannel systems to maintain a seamless customer experience.
Use behavioral data to create a customer journey map that is specific to your audience. Construct the customer map based on various aspects such as sentiments, goals, deciding factors, and expectations. Take a look at past behavioral data to formulate the proper path leading users towards conversion. Ask relevant questions that provide further insights such as:
- What content attracts them?
- What are the key falling off points?
- How long does it take from initial interaction to purchase decision?
Answer these questions to find areas where digital adoption can provide better customer support throughout the journey.
5- Mismatch between Latest Tech and Outdated Business Process/Model
One of the major reasons why digital adoption projects fail is the changing standards of digitization. Enterprises only look at the present moment and do not consider how things change. Sure, it takes longer to transfer tasks to the digital platform. The process can slow down productivity and consume enterprise resources, initially.
We understand your enterprise has survived until the present by relying on principles and products. However, do not allow that legacy to become a burden rather than an asset.
Get out from under the legacy system at the right time to build yourself up in the digital. Legacy systems already get a bad rep for hampering customer experience efforts. Update your legacy services, products, and systems.
Avoid a one-size-fits-all solution. Focus on innovation, put in the effort, and take risks. Do not be afraid of change and bring in failure for your business.
In a digital-focused business world, change is necessary. With more companies turning to technology for improved customer experiences, adopt a strategic approach for digital adoption. Figure out a way around the barriers that stand in the way of your enterprise. Understand the major issues behind the obstacles that hinder the process and find solutions that make digital adoption a reality.
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