At the core of digital, it is people and how to build a customer-centric organization.
Digital Transformation Mission Statement
-Mission (one line): Transform our company into a customer-first, data-powered, and agile organization that delivers measurable growth, operational resilience, and exceptional experiences.
-North Star outcome: Increase recurring digital revenue to the significant percentage of total revenue and reduce time-to-market for new digital offerings by great percentage within a short or intermedium terms.
Strategic pillars:
-Customer Experience: Deliver seamless, personalized digital journeys that raise NPS and reduce friction across channels.
-Data & Insights: Unlock real-time, trusted data to power decisions, automation, and continuous optimization.
-Agile Principles & Platforms: Build modular, API-first platforms to accelerate experiments and scale validated solutions.
-People & Culture: Embed digital skills, cross-functional teams, and a test-and-learn mindset across the organization.
Guiding principles:
-Outcomes over outputs: Prioritize initiatives that move the North Star KPIs.
-Fail fast, learn faster: Time-box experiments; scale only evidence-backed pilots.
-Secure and compliant by design: Protect customer trust while innovating.
-Reuse & integrate: Prefer platforms and components that reduce build time and cost.
Strategic Health (at-a-glance): Keep the executive dashboard to 8–12 KPIs (as above). Have a linked detailed dashboard for each KPI with drilldowns.
Presentation tips for executives: Lead with the North Star and 1–2 headline metrics (digital revenue % and TTM improvement). Show trend lines and context — executives focus on delta and what actions drove change. Use “what we did / what we learned / what we’ll do next” for each quarter to keep storytelling concise. Call out decisions needed from leadership (funding, scope, regulatory approvals).
Digital becomes the very fabric of high-performing business, being outside-in and customer-centric is the new mantra for forward-looking and high mature digital organizations today. At the core of digital, it is people and how to build a customer-centric organization.
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