Investing in customer experience and building an infrastructure to support a customer-first approach is widely regarded as the next competitive advantage. In fact, customer experience is so important, that it represents one of the most effective catalysts for guiding businesses through meaningful digital transformation.
Digital transformation is one of the most important trends in business as it is driving change at every level. And it’s also one of those terms that means different things to different people. Over the years of studying the subject, I came to define it this way…
Digital transformation as the realignment of, or new investment in technology, business models, and processes to create new value for customers and employees and more effectively compete in an ever-changing digital economy.
According to The Global State of Customer Experience 2016, a report by Zarina de Ruiter, digital transformation was in fact one of the top priorities among executives around the world. The study focused gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. In the survey, respondents were asked where they are today and what stage in their digital transformation they are planning to reach in 2016. The report found that half of the participating companies were situated in the early planning and implementation stages of digital transformation. The choices ranged from early planning and implementation to established, advanced and mature.
But what defines each stage of digital transformation and how do companies progress from left to right?
This is a question that I’ve long considered. Over the last several years, I set out to develop a maturity model that categorized business evolution around customer experience. I also set out to identify the attributes of each stage to help executives and change agents validate their work and also provide an informed path forward.
The maturity model is organized into six distinct stages:
Collectively, these phases serve as a digital maturity blueprint to guide purposeful and advantageous digital transformation.
I invite you to download the result of this work, “The Race Against Digital Darwinism: Six Stages of Digital Transformation.”
This report introduces each of the six stages as a self-contained phase, offering a narrative and a checklist to guide the journey. While presented in a linear format, our research shows that companies may span multiple stages at once depending on their goals, resources, and overlapping initiatives. Please use this framework to validate, benchmark, and map your company’s progress toward digital literacy and leadership.
Altimeter publishes the first complete maturity model for companies undergoing a digital transformation.
A new research brief from Brian Solis talks about how digital strategists can succeed by taking an “OPPOSITE” approach to business as usual.
Lessons from the digital disruption of the music industry.
A new book by Altimeter’s Brian Solis underscores the importance of great design and empathy in creating lasting customer experiences.
Brian Solis talks about marketing to Generation “C” at the Adobe Summit EMEA in London.
A new research report by Altimeter Group’s Brian Solis and Capgemini Consulting
Brian Solis speaks with Entrepreneur Magazine’s Jason Ankeny on the future of business.
How to get your business noticed in a sea of content and media.
I recently partnered with Genesys to explore the state and future of customer experience (CX).
Customer experience is meant to be evocative, not reactive, and the current state of call centers isn’t helping.
Why it’s not enough to simple be present on every digital channel
Consumers will soon demand mobile-only experiences from the brands that engage them. Our report identifies the steps companies can take to start thriving in this new reality.
These last few years have been an interesting ride. As fun as it has been, it is the next few years that will be the most telling and also transformative if all goes according to plan.
In a late 2013 study, Gallup found that only 13% of workers actually feel engaged at their jobs. What’s worse is that 63% of the workforce is not engaged at all.
When I published the first in a new series of reports exploring the state and future of Digital Transformation, it was almost the antithesis of a typical technology report.
In our research and client work at Altimeter, one of the most misunderstood issues we see is social business governance.
As we didn’t have time to answer all viewer questions after the 2014 State of Digital Transformation webinar, we’ve included our responses to the top inquiries here.
For our latest report, Altimeter Group partnered with LinkedIn to study the importance of relationship building among the most socially engaged companies on LinkedIn. We found that, by using social technologies to improve relationships, businesses witness incredible results.
Altimeter’s recent research for its report, The 2014 State of Digital Transformation, uncovered that investing in new digital technologies (social, mobile, big data, cloud, etc.) doesn’t always equate to uniting those efforts around a common vision supported by an updated, integrated infrastructure.
In this one-hour webinar, Brian Solis shares research on how businesses explore digital transformation, including results from a 2014 survey of leading digital strategists.
We’re pleased to announce that Susan Etlinger, Brian Solis and Rebecca Lieb are each speaking at this year’s event.
Digital Darwinism is a fate that threatens most organizations in almost every industry. Because of this, businesses not only have to compete for today but also for the unforeseeable future.
I follow the Maker Movement as a consumer, analyst and also as a maker. What is the maker movement?
Businesses today are met with unique challenges and opportunities that necessitate pause. For years, management models were developed to optimize the pursuit of business objectives.
Pervasive technology fundamentally changes how people communicate, discover and connect. With smartphones and tablets serving as digital appendages, we focus on small screens throughout our day, every day and in all we do.
There’s a lot of talk about the future of work… Technology is indeed connecting us in ways that improve communication, discovery and connectivity.
Today, I’m proud to announce the release of Altimeter Group’s second report on Digital Transformation. This new report is aimed at executives and digital strategists to help them (you) further understand the state of digital transformation as you plan your next steps and investments.
It’s no corporate HR secret: the greater investment made into employees, the greater the ultimate reward back to the company.
How teens use social media and why it matters to you. Generation Z = (Today’s Teens, Preteens and Children)
Silicon Valley is more than a place, it’s a movement. While many debate where the “next” Silicon Valley will gain prominence, the point that many onlookers miss is that innovation is at the heart of the crusade.
Thank you to everyone who joined us for Tuesday’s webinar on Digital Transformation. We had an excellent turnout from around the globe and received a lot of great questions throughout Brian’s presentation.
“Digital transformation” isn’t a trendy moniker to signify an increase in technology investment. It’s a renewed focus on the customer and the human side of business.
Miss our recent report, The State of Social Business 2013? If you’re looking for a cheat sheet, here’s a visual of the key findings: The graphic below shows how companies are formalizing, organizing, and growing their social media efforts.
Last month, we published our report, The State of Social Business 2013, based on data and analysis from four years of Altimeter’s annual digital strategists’ survey. Today, we’re happy to release the data charts from that report, in a downloadable, easy to share PowerPoint presentation that you can take and inject in your own presentations.
Each year, Altimeter surveys social strategists and executives, and shares our findings and analysis in Open Research reports. In our most recent report, we looked at our survey findings from the last four years, 2010 to 2013, to share our analysis of the state of social business.
In this webinar, they discuss the seven factors that successful social businesses share and how their strategies are designed to deliver business value.
Altimeter analysts Charlene Li and Brian Solis proudly introduce their new book The Seven Success Factors of Social Business Strategy. It was written to help readers learn how to better align social media strategies with business objectives to deliver real results and ROI.
In this webinar, Altimeter Group’s Charlene Li and Brian Solis review the six distinct stages that organizations move through as they evolve their social business strategy.
By now you’ve more than heard about Yahoo’s massive $1.1 billion acquisition of Tumblr. The deal is done, another Internet entrepreneur and early employees become multimillionaires, Marissa Mayer’s Yahoo earns a new shot at digital relevance, and hundreds of millions of Tumblr users go about their Tumbling life as if it were just another day.
In its latest research, Altimeter Group’s Charlene Li and Brian Solis uncovered a distinct gap between organizations that execute social media strategies and those that are truly a “social business.”
The potential for social influence is enormous on both sides of the equation. Services that rank and identify “influence” open the door to new opportunities for businesses to cultivate mutually beneficial relationships with digital tastemakers and authorities.
The End of Business As Usual explores each layer of the complex consumer revolution that is changing the future of business, media, and culture. As consumers further connect with one another, a vast and efficient information network takes shape and begins to steer experiences, decisions, and markets. It is nothing short of disruptive.
Engage! examines the social media landscape and how to effectively use social media to succeed in business—one network and one tool at a time. It leads you through the detailed and specific steps required for conceptualizing, implementing, managing, and measuring a social media program.
Putting the Public Back in Public Relations is a crucial guidebook for helping brands navigate the social economy, while enhancing your career and future in the process.
Now Is Gone seeks to help businesses embrace Social Media intelligently. Readers can learn if their organization is ready, how to begin, the predominant participation is marketing approach that other businesses are using, social media marketing strategies, and general social media insights.