How to get Human element in Digital Transformation?
Digital transformation is no longer a buzzword. No industry is left behind. We’re currently in a new wave of digital transformation with new technologies, processes, business models and opportunities popping up in the market faster than we can blink & think. All the companies are using big data, machine learning, cloud, smart devices and Internet of Things to achieve digital. But these are just means or vehicle to achieve it whereas you need a human to drive it. It is easy to get wrapped by technology but without considering human element the transformation process will fail. CEOs are taking a digital-first approach to change the culture of organizations. This shift starts at the top and requires complete employee buy-in to achieve success. Digital transformation can’t thrive unless your organization has a culture that’s willing and able to embrace it. Organization-wide adoption requires teams to change their attitude, automate the processes, shift their thinking and reject the status quo. People are engaged by people. Productive and satisfied employees who like their work, go out of the way to satisfy customers. How to get this human element on your side in Digital Transformation? · Know your customers – customers are not just records but they are also humans, know their behaviors, their motivations, what they like, dislike and their desires · Engage with employees – elaborate on what is in it for me, people need to know what is the change and how it will benefit them · Focus on human collaboration, learning, and innovation for digital which yields better ideas, better results
Digitization is by no means de-humanization. It is 20% technology but 80% human touch. Without a strong involvement and without taking the human element into account on all levels, digital projects are going to fail.
The best results will occur when technology and humans collaborate to create an entire ecosystem, which technology alone cannot achieve.
Just before 2007, we didn’t have access to smartphones like iPhone or social media apps like Instagram, Whatsapp and even email was much more limited only to desktops.
Zoom in to Today – Digital Transformation has revolutionized everything we do. It has been one of the hottest topics for every business. It’s a subject which keeps the CEOs awake. Today it is Digital or Die. Digital is happening fast and forcefully, whether businesses are ready for it or not. You can’t hide from it. There is a possibility that five of out ten businesses like Blockbuster, Kodak and Borders that will become digital dinosaur because of their lack of ability to adapt. Going digital is not about moving to a specific technology like Cloud or Big Data, Analytics but it is really about accommodating a change of how technology enables business. Billions of people across the world are attached to a global high-speed, real-time Internet. There are over 7+ billion mobile connections worldwide. In couple of years, Millennials will make up half of the working population. They expect highly personalized products and services, they want instant-gratification and they areomni-channel, online anytime, anyplace and any device. Using Mobile firstas your strategy to go digital is no-brainer. As technology becomes an increasing part of our everyday lives, it also becomes a vital part of business strategy to become more efficient in customer service and disrupt the market with exemplary customer experience. Business models are changing, from products to services and have to have a sharp focus of extraordinary customer experience with digital, like Apple. To transform to digital, companies must place customer experience at the center of digital strategy. Customers really want access to support via digital channels without the intervention of customer reps, unless they don’t find what they are looking for at the first point of contact or something goes wrong with the product which needs to be fixed quickly. Burberry was one of the first players to turn their fashion shows into digital happenings. The company used the buzz around the events to lure its customer base, interact with and strengthen relationships with customers, and attract new ones. Nike had moved on from a sports apparel company to fitness driven personalized wearables like FuelBand manufacturer. Apple, Disney, Nordstrom and Nestle are just a handful of the household names that have mastered digital. It’s a never-ending program of improvement. As important as the technologies and channels, are the employee training and mastering the skill set that empowers them to thrive in this more integrated and ‘digital first’ environment. Working from home is adopted by many organizations and moving to cloud based systems enables your employees to do that more effectively. They can access all relevant work content and more. Digital should not be bolt-on to home grown age old systems but must be central theme for every touch point to customer and internal processes. Every company is a technology company today. The pace of digital is rising exponentially, making it very difficult to be the leaders in market. Your thereat is not your traditional competitor but someone who comes up with innovative ideas to steal your customers. As Charles Darvin once said – It is not the strongest of the species that survives, nor the most intelligent that survives, it is the one that is the most adaptable to change It is Digital or Die. You are an easy prey if you don’t change.
The digital revolution has created significant opportunities and threats for every industry. Companies that cannot or do not make significant changes faster to their business model in response to a disruption are unlikely to survive It is extremely important to do digital maturity assessment before embarking on digital transformation. Digital leaders must respond to the clear and present threat of digital disruption by transforming their businesses. They must embed digital capabilities into the very heart of their business, making digital a core competency, not a bolt-on. Creating lasting transformative digital capabilities requires you to build a customer-centric culture within your organization. This requires new capabilities that organizations need to acquire and develop which include disruptive technologies like Big Data,Analytics, Internet of Things, newer business models. Digital maturity model measures readiness of the organization to attain higher value in digital customer engagement, digital operations or digital services. It helps in incremental adoption of digital technologies and processes to drive competitive strategies, greater operationally agility and respond to rapidly changing market conditions. Business can use the maturity model to define the roadmap, measuring progress on the milestones. The levels of maturity can be defined as per multiple reports available and
adopt the ones which makes more sense to your business.
· Level 1 : Project based solutions are developed for a particular problem, no integration to home grown systems, unaware of risks and opportunities
· Level 2 : Departmentalized projects but still not known to organization, little integration
· Level 3 : Solutions are shared between the departments for a common business problem, better integration
· Level 4 : Organization wide efforts of digital, highly integrated, adaptive culture for fail fast and improve
· Level 5 : Driven by CXOs, customer centric and complete transformation changes happen to organization
Here are the 7 categories on which business should ask questions to all the stakeholders to gauge the maturity of Digital Transformation and identify the improvement and priorities.
1. Strategy & Roadmap – how the business operates or transforms to increase its competitive advantage through digital initiatives which are embedded within the overall business strategy
2. Customer – Are you providing experience to customers on their preferred channels, online, offline, anytime on any device
3. Technology – Relevant tools and technologies to make data available across all the systems
4. Culture – Do you have the organization structure and culture to drive the digital top down
5. Operations – Digitizing & automating the processes to enhance business efficiency and effectiveness.
6. Partners – Are you utilizing right partners to augment your expertise
7. Innovation – How employees are encouraged to bring the continuous innovation to how they serve the customers
Finally you know when you are digital transformed?
· When there is nobody having “Digital” in their title
· There is no marketing focused on digital within the organization
· There is no separate digital strategy than company’s business strategy
While many organizations are creating tremendous value from the IoT, some organizations are still struggling to get started. It has now become one of the key element of Digital Transformation that is driving the world in many respects. It is really a time to look beyond the hype and get real about Internet of Things. Just putting IoT in place may not help organizations but applyinganalytics is extremely essential for the success of IoT systems for better decision making.
Here are top 5 areas where IoT is making the disruption: 1. Wellness – IoT helps continuously monitor the patients and symptoms to early detection, diagnosis & accelerate breakthrough drug development. Wearables like Fitbit, Apple watch, and Samsung have all created new revenue streams from giving their users workout analytics and the ability to set daily health goals. Mobile apps around wellness have been around for years now to track your sleep, weight, nutrition, and more.
2. Safety and Security – Sensor based monitoring of elevators, escalators improves travelers safety at airports. Sensors, which are much cheaper these days, can let you know whether or not your water pipes are leaking or are about to burst. The droneswill allow the handful of rangers to quickly investigate reports of fires, than traveling into remote parts of the jungle over unpaved roads. Connected cars allows vehicle diagnostics and real time intervention from technicians for better safety.
3. Marketing – with use of IoT, businesses can reach to right customer at at right time using geofencing. It is a virtual field in which apps are capable of sending alerts depending on your entrance or exit from a vicinity. With geofencing, your shopping experience can be more hyper-personalized to what you’re looking for. 1-800-Flowers covered the area around jewelry stores that were close to their flower shops to encourage customers to buy flowers with jewelry. Amazon Go is Amazon’s store concept without a check-out line.
4. Smart Cities & Smart Infrastructure – IoT is helping build the infrastructure which is really smart in quick response and improves the life of residents. Real time weather response systems, better traffic management, waste management, and optimal utilities management helps governments around the world. Smart Homes helps people more peaceful life.
5. Energy, Aviation & Manufacturing – Using IoT to do predictive maintenance can reduce downtime up to 50%. Companies like GE have put up 100s of sensors across the plant that provide round-the-clock monitoring and diagnostics of existing hardware. IoT enabled engines consume almost 15% less fuel than average jet engines, and also have reduced emissions and noise. Smart grids helps in increasing the reliability and efficiency of grid, avoid thefts.
In future IoT will continue to enhance our lives more and more by tracking our needs in real time giving opportunity to businesses to react accordingly and immediately.
Today Digital Transformation has entered our life and we have subconsciously using it also in day to day life. Virtual Reality technology has evolved dramatically in the past few years the costs of VR devices has gone down so it is all set to hit mainstream markets soon. While gaming applications like Pokemon Go have attracted most of the attention, there are many other use cases that could have a much larger impact on our lives.
Google Cardboard is a super low-cost headset ($15) to which a compatible, VR enabled mobile phone is attached to deliver the VR experience.
Other commercial product is Oculus Rift gear which has becomeextremely popular in gaming & business equally.
Here are some great VR use cases:
1. VR for Tourism: do you want to sit on your couch and climb up the Eiffel tower? Or walk on the glass horse shoe at grand canyon? Wild Within is VR app available for experience of travel through rain forest in Canada. Travelers around the world are able to experience a helicopter flight around New York City or a boat ride around the Statue of Liberty.
2. VR for Education: Over last decade eLearning had picked up very much. But it could not deliver hands on experience which is now possible with VR technology. Technicians can actually learn the real life examples and do their bit to solve the problems on the shop floor. Medical students can actually perform surgeries allowing them to make mistakes without any impact on actual patients.
3. VR for Sales: Traditionally automakers have the showroom to show the cars to the customers and explain their features and sometimes a test drive is also possible. But customization of how the interior will look as per their choice was not possible which now can be done via VR. Audi is experimenting this in London, where customer can configure their Audi with accessories as they want and drive virtually in real time.
4. VR in Gaming: who does not know the excitement Pokemon Go had created and reached 50 million users in record time of 22 days. Using AR/VR technology games have changed the life of seniors as well as teens. Game of Thrones has capitalized on VR and gone viral in various countries.
5. VR in Designing: product designing is tedious task and changes to products based on the competition or customization is time consuming. This is where VR helps designers. They can now create the products easily, configure all the features and test them out. It is more popular in construction of buildings to see how the interior will look like.
6. VR in Marketing: With Digital Marketing ads are becoming more intrusive. The best marketing campaigns use VR to create successful campaigns as users get completely immersed into the content, and create memorable experiences. Coca Cola created a virtual reality sleigh ride. New York times releases multiple immersive documentaries in their app. Finnair is showing their Airbus 350 via VR to attract more customers.
7. VR in Sports coaching: The potential for VR in sports in endless. You get all the benefits of real-world interaction, but in a controlled environment. Showing is so much more effective than explaining, and experiencing something first-hand is that much more powerful again. Football, Cricket.
Virtual reality technology holds enormous potential to change the future for a number of fields, from medicine, business, and architecture to manufacturing. We are on the roller coaster ride !!
See this simple introduction to Natural Language Processing (NLP)
Today, with of Digitization everything, 80 percent the data being created is unstructured.
Audio, Video, our social footprints, the data generated from conversations between customer service reps, tons of legal document’s texts processed in financial sectors are examples of unstructured data stored in Big Data.
Organizations are turning to natural language processing (NLP) technology to derive understanding from the myriad of these unstructured data available online and in call-logs.
Natural language processing (NLP) is the ability of computers to understand human speech as it is spoken. NLP is a branch of artificial intelligence that has many important implications on the ways that computers and humans interact. Machine Learning has helped computers parse the ambiguity of human language.
Apache OpenNLP, Natural Language Toolkit(NLTK), Stanford NLP are various open source NLP libraries used in real world application below.
Here are multiple ways NLP is used today:
The most basic and well known application of NLP is Microsoft Word spell checking.
Text analysis, also known as sentiment analytics is a key use of NLP. Businesses are most concerned with comprehending how their customers feel emotionally and use that data for betterment of their service.
Email filters are another important application of NLP. By analyzing the emails that flow through the servers, email providers can calculate the likelihood that an email is spam based its content by using Bayesian or Naive based spam filtering.
Call centers representatives engage with customers to hear list of specific complaints and problems. Mining this data for sentiment can lead to incredibly actionable intelligence that can be applied to product placement, messaging, design, or a range of other use cases.
Google and Bing and other search systems use NLP to extract terms from text to populate their indexes and to parse search queries.
Google Translate applies machine translation technologies in not only translating words, but in understanding the meaning of sentences to provide a true translation.
Many important decisions in financial markets use NLP by taking plain text announcements, and extracting the relevant info in a format that can be factored into algorithmic trading decisions. E.g. news of a merger between companies can have a big impact on trading decisions, and the speed at which the particulars of the merger, players, prices, who acquires who, can be incorporated into a trading algorithm can have profit implications in the millions of dollars.
Since the invention of the typewriter, the keyboard has been the king of human-computer interface. But today with voice recognition via virtual assistants,like Amazon’s Alexa, Google’s Now, Apple’s Siri and Microsoft’s Cortana respond to vocal prompts and do everything from finding a coffee shop to getting directions to our office and also tasks like turning on the lights in home, switching the heat on etc. depending on how digitized and wired-up our life is.
Question Answering – IBM Watson is the most prominent example of question answering via information retrieval that helps guide in various areas like healthcare, weather, insurance etc.
Therefore it is clear that Natural Language Processing takes a very important role in new machine human interfaces. It’s an essential tool for leading-edge analytics & is the near future.