The digital enterprise archetype: Leading the way with cloud- and mobile-first strategies

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Your workforce is technically savvy. They expect fast, seamless service so they can be productive in their jobs. Mobile applications, cloud, data and analytics, even artificial intelligence – these are all solutions and technologies you are either aggressively pursuing or already using. You are a digital enterprise, well on your way through a digital transformation.

This is the fourth in a series of blog posts based on an Information Services Group (ISG) report that identifies five types of enterprise buyers, or archetypes.  Each has a unique set of business and technological needs and challenges as they digitally transform their enterprises.

I’ve covered the ad-hoc and transformation archetypes and the cloud-enabled archetype in previous posts. Now, I’m writing about the digital archetype, which ISG defines as an enterprise with a “cloud-first” or “mobile-first” strategy that is differentiating itself by using digital technologies and tools.

A digital enterprise thrives on data and analytics and is a highly collaborative, automated, and smart workplace. As its digital transformation evolves, tethers are cut to eliminate dependency on physical work locations. That’s a critical step, given that more and more employees are out in the field interacting directly with clients. They are empowered by access to business applications via handheld devices, and the analytics tools, mobile apps and cloud solutions they rely on help foster client interaction.

Experiences, not technologies, form the core of a successful digital workplace, and end-user experience is paramount. As workplace demographics shift to a larger number of millennials, digital enterprises will be flooded with employees who grew up with and are well-versed in digital technologies and have high expectations of hyper-responsive service.

Rather than an afterthought to be handled by IT, user experience should become the basis of design, something that will be aided by advances in artificial intelligence (AI). AI – combined with virtual agents, machine learning, and analytics – have the potential to contribute to the overall consumerization of the user experience and help address gaps in employee productivity, leading to time and cost savings.  For example:

  • Virtual agents can handle the lighter tasks of the IT department while freeing up workers to be able tackle larger and more pressing issues. As AI is added and virtual agents evolve, the technology has the potential to span beyond IT support and into HR, management, and more.
  • Machine learning and analytics “learn” about the users in order to foster proactive engagement and ensure the preferred tool is always on hand, leading to increased productivity and satisfaction.

According to a CCS Insight survey of IT decision-makers in July 2017, 58% of respondents said they are using, trialing or researching the use of artificial intelligence in their organizations, and 30% said AI would enhance business applications.

Digital archetypes aren’t without their struggles and challenges. Without clear goals when implementing and using digital solutions and tools, failure rates can be high. Employees also pose challenges. While millennials may readily accept and use mobile apps, AI, virtual agents, etc., not all employees will. Involving all employees in the adoption of new technologies, and providing hands-on training, will go a long way in earning trust. Remember, it’s almost always the people who ultimately make or break a deployment.

Even though a digital archetype is ahead of the curve, the transformation to a fully digital operation doesn’t happen overnight. It’s a journey, and there’s nothing swift about it. But the journey can be rewarding with the right strategies and the right partner. DXC is currently managing more than 8.5 million enterprise users around the globe and our support platform starts with the greatest enterprise asset – its people. We know from our own experiences that small steps are the best ones to take when tackling a monumental challenge, and our support systems are designed with the journey in mind.

In this blog series, I’ve covered four of the five archetypes — ad-hoc, transformation-oriented, cloud-enabled and digital. Though they all may differ in levels of complexity and IT integration, people hold the key for successful workspace transformation.

In the final post, I’ll outline the final archetype, next-gen sourcing. These enterprises are experienced with outsourcing workspace services.

Have you found your archetype yet?


Maria-Pardee-headshotMaria Pardee is DXC Technology’s Vice President of Sales and Offering General Manager for the Workplace and Mobility offering. Maria has held a number of management positions in global information technology and consulting companies. Most recently, she has held the position of Chief Information Officer of BT (Retail Division) and Senior Vice President of Global Accounts at Alcatel-Lucent (Enterprise Division). Her area of emphasis with her customers has been balance sheet transformation, business alignment of IT and core business, and global delivery of large-scale IT programs. She has been recognized as an IT leader in ComputerWorld and listed in the Financial Times as one of the leading women in IT.

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