Welcome!

Perl Authors: Jyoti Bansal, Liz McMillan, Mike Hicks, RealWire News Distribution, Bob Gourley

Related Topics: @CloudExpo, Microservices Expo, @DevOpsSummit

@CloudExpo: Blog Post

Digital Transformation: It’s the Customer, Stupid! | @CloudExpo #DX #Cloud #Agile

One of the core tenants of organizational change is that the leader must create a compelling vision of the future

Digital Transformation: It's the Customer, Stupid!
By Charles Araujo, Intellyx Principal Analyst

If you cannot explicitly articulate how investing in a new technology, changing the approach or re-engineering the business process will help you achieve your customer-centric vision of the future in direct and measurable ways, you probably shouldn't be doing it.

At Intellyx, we spend a lot of time talking to technology vendors. In our conversations, we explore emerging new technologies that are either disrupting the way enterprise organizations work or that help enable those organizations to cope with disruption.

The rate at which new companies and new technologies are emerging is staggering, and it can be difficult to keep up - even for those of us whose sole job is to do so. It's no wonder, therefore, that so many people draw a straight line between the concept of digital transformation and these emerging technologies. Unfortunately, it's the wrong line.

One of the core tenants of organizational change is that the leader must create a compelling vision of the future before any real change will occur. People must come to believe in this vision and must be able to see themselves within it before they will do the hard and often threatening work of changing their behavior.

By definition, digital transformation is an exercise in organizational change. Therefore, it is essential that anyone leading a transformational effort craft this compelling vision of the future. And that's why connecting digital transformation to emerging technologies is so dangerous: it's the wrong vision.

Digital Transformation's Philosophical Center
Digital transformation is not and has never been about technology. Technology is the engine that powers it, but the true essence of digital transformation has always been about changing the way organizations - and even the whole of society - work.

On a macro scale, we often talk about digital transformation as the fundamental shift in how organizations structure themselves and how their leaders manage and lead them - with technology underpinning the transformation.

The challenge with that definition is that it sounds so, well, big and gnarly. Changing the fundamental ways that you structure, manage and lead an organization is not just something you do on a whim. It takes courage, a whole lot of resources and a willingness to bet your organization's future - not to mention your career - on the outcome.

As a result, too many organizations are willing to accept a lighter, less destructive - and less risky - version of digital transformation. Whether by focusing on the technology or by setting only small, incremental goals and simply slapping the transformation moniker on it, many business and technology leaders are unwilling to step up and put forward a compelling vision of the future that represents this kind of fundamental change.

But it doesn't need to be that hard or complex. The key to making digital transformation less big and scary and to being able to create a compelling vision that will lead the organization forward is to get down to its philosophical core: the primacy of the customer.

The Shift to Customer Centricity
The full realization of digital transformation is an immense and involved process (for a visual representation, check out our digital transformation poster). There are a lot of moving parts that cover everything from those emerging technologies to the re-envisioning of business models to new approaches to IT execution and business management - and plenty more in between.

But at the center of all of those moving parts for every real digital transformation story is the shift to customer centricity and its emergence as the foundational driver of change. The principal underpinning of the transition out of the industrial age and into the digital era is the empowerment of the customer.

In the industrial age, it was all about mass producing a product or service. Organizations focused their basic operating paradigm on creating efficiency and eliminating waste so that they could reduce costs to either increase earnings or create competitive advantage.

The consumerization of technology changed all of this. New competitors found that they could disrupt industries by empowering the customer and offering them choice and flexibility. The digital era fundamentally represents a shift away from the mass-market operating paradigm to a customer-centric one.

At Intellyx, we call this phenomenon the ‘primacy of the customer,' and understanding its true meaning will help you craft your digital transformation vision, apply emerging technologies appropriately and keep your organization on the right path as you move forward.

Your True North: The Customer
When you boil down all of the complexity of digital transformation to this core idea of the primacy of the customer, it gets much simpler - and more meaningful. Many of the crazy stories we hear about digital transformation programs gone wrong are almost always because this focus either never existed or was lost along the way.

The easiest way to use this idea in your transformational efforts is to start by crafting your future vision with the primacy of the customer in mind. If your vision does not put the customer at the center of the story, you're almost certainly off base.

A compelling vision told from the customer's perspective ensures that you will not be overly focused on the technology, the organizational design or any other inward facing construct.

Once you have created that customer-centered transformational vision it should then become what we call your ‘true north.' Like ancient sailors using the north star to orient themselves in open waters, your vision should become the overriding benchmark by which you measure your efforts and decisions.

When you use it correctly, it is an incredibly powerful and simple mechanism to check yourself and your organization and ensure that you're making the right decisions for the right reasons. You can evaluate even the most technical project or decision in this way.

If you cannot explicitly articulate how investing in a new technology, changing the approach or re-engineering the business process will help you achieve your customer-centric vision of the future in direct and measurable ways, you probably shouldn't be doing it.

If you can, on the other hand, then you should be moving full steam ahead.

The Intellyx Take
The digital transformation stakes are enormous. But you don't need to make it more complicated than it needs to be.

Digital transformation is an ongoing journey that demands a fundamental shift in almost every aspect of how organizations function. It's heady stuff, to be sure. But at its core, it all boils down to the primacy of the customer.

Organizations who fail to recognize this fundamental truth will struggle with their transformational efforts and see massive investments of time and money spin out of control. Or, just as likely, they will fail to take the bold steps necessary to actually transform anything.

Both outcomes will be a result of losing (or never having) sight of their true customer-focused vision. Those organizations, however, that can craft this vision and then keep it at the center of their efforts will realize the true promise of digital transformation.

Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. Image source: Nick Youngson.

More Stories By Jason Bloomberg

Jason Bloomberg is the leading expert on architecting agility for the enterprise. As president of Intellyx, Mr. Bloomberg brings his years of thought leadership in the areas of Cloud Computing, Enterprise Architecture, and Service-Oriented Architecture to a global clientele of business executives, architects, software vendors, and Cloud service providers looking to achieve technology-enabled business agility across their organizations and for their customers. His latest book, The Agile Architecture Revolution (John Wiley & Sons, 2013), sets the stage for Mr. Bloomberg’s groundbreaking Agile Architecture vision.

Mr. Bloomberg is perhaps best known for his twelve years at ZapThink, where he created and delivered the Licensed ZapThink Architect (LZA) SOA course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, the leading SOA advisory and analysis firm, which was acquired by Dovel Technologies in 2011. He now runs the successor to the LZA program, the Bloomberg Agile Architecture Course, around the world.

Mr. Bloomberg is a frequent conference speaker and prolific writer. He has published over 500 articles, spoken at over 300 conferences, Webinars, and other events, and has been quoted in the press over 1,400 times as the leading expert on agile approaches to architecture in the enterprise.

Mr. Bloomberg’s previous book, Service Orient or Be Doomed! How Service Orientation Will Change Your Business (John Wiley & Sons, 2006, coauthored with Ron Schmelzer), is recognized as the leading business book on Service Orientation. He also co-authored the books XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996).

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting).

@ThingsExpo Stories
The question before companies today is not whether to become intelligent, it’s a question of how and how fast. The key is to adopt and deploy an intelligent application strategy while simultaneously preparing to scale that intelligence. In her session at 21st Cloud Expo, Sangeeta Chakraborty, Chief Customer Officer at Ayasdi, will provide a tactical framework to become a truly intelligent enterprise, including how to identify the right applications for AI, how to build a Center of Excellence to ...
Recently, IoT seems emerging as a solution vehicle for data analytics on real-world scenarios from setting a room temperature setting to predicting a component failure of an aircraft. Compared with developing an application or deploying a cloud service, is an IoT solution unique? If so, how? How does a typical IoT solution architecture consist? And what are the essential components and how are they relevant to each other? How does the security play out? What are the best practices in formulating...
In his session at @ThingsExpo, Arvind Radhakrishnen discussed how IoT offers new business models in banking and financial services organizations with the capability to revolutionize products, payments, channels, business processes and asset management built on strong architectural foundation. The following topics were covered: How IoT stands to impact various business parameters including customer experience, cost and risk management within BFS organizations.
Internet of @ThingsExpo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 21st Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devic...
SYS-CON Events announced today that Elastifile will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Elastifile Cloud File System (ECFS) is software-defined data infrastructure designed for seamless and efficient management of dynamic workloads across heterogeneous environments. Elastifile provides the architecture needed to optimize your hybrid cloud environment, by facilitating efficient...
There is only one world-class Cloud event on earth, and that is Cloud Expo – which returns to Silicon Valley for the 21st Cloud Expo at the Santa Clara Convention Center, October 31 - November 2, 2017. Every Global 2000 enterprise in the world is now integrating cloud computing in some form into its IT development and operations. Midsize and small businesses are also migrating to the cloud in increasing numbers. Companies are each developing their unique mix of cloud technologies and service...
SYS-CON Events announced today that Golden Gate University will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Since 1901, non-profit Golden Gate University (GGU) has been helping adults achieve their professional goals by providing high quality, practice-based undergraduate and graduate educational programs in law, taxation, business and related professions. Many of its courses are taug...
SYS-CON Events announced today that DXWorldExpo has been named “Global Sponsor” of SYS-CON's 21st International Cloud Expo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Digital Transformation is the key issue driving the global enterprise IT business. Digital Transformation is most prominent among Global 2000 enterprises and government institutions.
SYS-CON Events announced today that Grape Up will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct. 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Grape Up is a software company specializing in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the U.S. and Europe, Grape Up works with a variety of customers from emergi...
From 2013, NTT Communications has been providing cPaaS service, SkyWay. Its customer’s expectations for leveraging WebRTC technology are not only typical real-time communication use cases such as Web conference, remote education, but also IoT use cases such as remote camera monitoring, smart-glass, and robotic. Because of this, NTT Communications has numerous IoT business use-cases that its customers are developing on top of PaaS. WebRTC will lead IoT businesses to be more innovative and address...
21st International Cloud Expo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Me...
Recently, WebRTC has a lot of eyes from market. The use cases of WebRTC are expanding - video chat, online education, online health care etc. Not only for human-to-human communication, but also IoT use cases such as machine to human use cases can be seen recently. One of the typical use-case is remote camera monitoring. With WebRTC, people can have interoperability and flexibility for deploying monitoring service. However, the benefit of WebRTC for IoT is not only its convenience and interopera...
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
SYS-CON Events announced today that Secure Channels, a cybersecurity firm, will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Secure Channels, Inc. offers several products and solutions to its many clients, helping them protect critical data from being compromised and access to computer networks from the unauthorized. The company develops comprehensive data encryption security strategie...
An increasing number of companies are creating products that combine data with analytical capabilities. Running interactive queries on Big Data requires complex architectures to store and query data effectively, typically involving data streams, an choosing efficient file format/database and multiple independent systems that are tied together through custom-engineered pipelines. In his session at @BigDataExpo at @ThingsExpo, Tomer Levi, a senior software engineer at Intel’s Advanced Analytics ...
WebRTC is great technology to build your own communication tools. It will be even more exciting experience it with advanced devices, such as a 360 Camera, 360 microphone, and a depth sensor camera. In his session at @ThingsExpo, Masashi Ganeko, a manager at INFOCOM Corporation, will introduce two experimental projects from his team and what they learned from them. "Shotoku Tamago" uses the robot audition software HARK to track speakers in 360 video of a remote party. "Virtual Teleport" uses a...
SYS-CON Events announced today that App2Cloud will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct. 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. App2Cloud is an online Platform, specializing in migrating legacy applications to any Cloud Providers (AWS, Azure, Google Cloud).
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
Internet-of-Things discussions can end up either going down the consumer gadget rabbit hole or focused on the sort of data logging that industrial manufacturers have been doing forever. However, in fact, companies today are already using IoT data both to optimize their operational technology and to improve the experience of customer interactions in novel ways. In his session at @ThingsExpo, Gordon Haff, Red Hat Technology Evangelist, shared examples from a wide range of industries – including en...
Detecting internal user threats in the Big Data eco-system is challenging and cumbersome. Many organizations monitor internal usage of the Big Data eco-system using a set of alerts. This is not a scalable process given the increase in the number of alerts with the accelerating growth in data volume and user base. Organizations are increasingly leveraging machine learning to monitor only those data elements that are sensitive and critical, autonomously establish monitoring policies, and to detect...