Any technology strategy should be intertwined with a data strategy. It should be focused on delivering the customer approach to serve the overall business vision. That sounds a lot harder than focusing just on technology, but the alignment needs to be embraced rather than avoided if the desired outcomes are to be achieved. The key here is to be really honest with yourself as an organisation, both in relation to the vision but also regarding the operational reality by using data, so you are able to start your transformation program in the right way and know what the challenges are to be addressed.
For instance, at Engine Transformation we have worked with numerous automotive clients whose struggle has been in creating that single customer view as their data has been siloed, whether that be via the franchise, the dealership, or the financial services organisation. Each area has their own data set, and it is the need to modernise and become digitally enabled that forces them to overcome these silos and put the customer at the forefront so they can continue to compete with other suppliers through more cohesive communications.
It’s noticeable that customer centricity is not just a focus for the private sector, in fact it is something which has also been a strong focus within the public sector as well. With the growing need for more inclusive services the Government is taking a far more holistic view of its services as a whole and paving a way to achieve this, which could be interest to the private sector as well.
When this is considered in the context of the North Star it’s about understanding where you want to get to, whether that is, for example addressing the customer experience or operational performance, and working out the gap from where you are today to where you want to be and building that roadmap for your investment case into your technology.