Digital Transformation KPIs
Digital Transformation KPIs
Digital Transformation KPIs
Digital Transformation:
Patrizia Bertini
Which KPIs? [email protected]
Twitter: @Legoviews
The scenario What is happening today?
Lack of change
and adaptation
leads to self-
destruction
CapGemini’s reports that
since 2000, 52% of
companies in the Fortune
500 have either gone
bankrupt, been acquired, or
ceased to exist
Spending is raising…
not so are the results
Organisations are not fast enough to adapt and businesses still adopt
first industrial structure, processes, and management
The gap between public policy and the other domains results in
imbalances and challenges for business
The problem comes
down to human
capital strategies
Digital is not a
technology
The digital transformation key steps
Onmichannel
Customer Understand seamless
Streamlined
customer
Experience the customer experience
design
processes
Unified data
Business and Solution
Technology IT integration
and
delivery
processes
How can you measure
Use the right KPIs
Digital Transformation?
Customer experience
Digital transformation changes the
relationship with the customers
• It measures how
satisfied is a customer
• It focuses on the
existing ongoing
relationship between the
brand and the customer
Digital transformation is
about processes and
people before technology
First Contact
Resolution Rate (FCR)
• FCR is the rate of customer’s
issues solved in a single
interaction, with no need for
costumers to follow up
• To calculate ROII:
• skills
• vision
• strategy
• tools
Few more take aways To make Digital Transformation happen
Digital transformation
is a way of being and
doing
Because digital transformation is
all about change and people