DXCTechTalk

Absolutely!

Need to understand our client's business if we are to effectively help them transform

I am certain that there are some pro forma business processes that as we look across industries and geographies will create scaffolds

we should absolutely do more process development with user driven, outcome based design

I think it's one of the key things that are done in the DXC digital innovation workshops.... customer journey is extremely important ... especially if the competition is one click away....

Entrenched enterprise companies have their brand, channel and install base of customers as assets..the newcomers have innovative capabilities and operational agility. If the enterprise recognizes the threat and adjusts fast enough, they usually win.

let's not forget that the market gives the small upstarts time to "fix" themselves - a luxury not always offered to the largest - but more to the humble for sure

our APA capability will even allow individuals to create repeatable automation "recipes" that they can use to automate individual work... we will eventually even be able to help them build these recipes if they aren't RPA capable.

What's changing is target for automation. IT has been taking tasks from other fields. Automation is driving everything.

The same thing could be said about every automation effort since the development of computers.

What is changing these days is that more of the jobs being automated are in the professional workforce which is closer to home for some of us. We need to lead in the up-skilling.

That's not a change. Automation has typically targeted professional workers early because that's the biggest bang for the buck. See automation tools in the legal profession or accounting as examples.

in the last wave we didn't have the telemetry / logs & detail... we started with clipboards and stopwatches, the 90's brought emails & documents -> now we have records, logs, structured & unstructured across multi-modal interactions... it's deep and wide

You can see both. Most successful companies are those that lead with business outcomes and engage full enterprise in the transformation.

-> they're all information problems, the question is whether the information silos are busted or not???

Have a holistic approach to Digital transformation, lead with business outcomes and metrics.

agree with Carlos, but I think at its most basic a digital customer strategy starts with "knowing your customer" and then "engaging your customer". Any strategy requires ever evolving insight on your customer to engage them effectively.

It could be.

Like most things, I believe it starts with a digital strategy first typically, that strategy should be decomposed into what needs to be in place in front and back office...i do believe back office is key though to net full dividends

Good post by @danhushon on back-office transformation: https://blogs.dxc.te...

front office is a "view" the "model controller" do the work... the business processes!