Symptoms

Low adoption rates:
there isn’t much interest from customers in the digital offering.

Slow time to market:
the project’s taking too long to get to market and innovation is lacking.

Attrition of talent:
the digital experts lose faith in the project and look elsewhere for work.

Causes

Siloed culture:
employees aren’t working collaboratively to achieve the digital transformation goals.

Lack of economic value:
unable to get the support of shareholders because you can’t demonstrate the value of the investment.

Legacy systems:
old technology and locked-in infrastructure is hindering true digital transformation.

Effects

Low return on investment:
you won’t see the money you expect if customers aren’t engaged by digital offerings.

Higher cost of innovation:
spending increases but there isn’t any visible  improvements.

Symptoms

Unreliable channels:
digital channels stop working.

Slow time to market:
the project’s taking too long to get to market, updates are slow on new features, and releases are inconsistent.

Increased maintenance costs:
more money is being spent on keeping the engine running rather than innovation.

Causes

Vendor lock-in:
not able to easily transition to a competing partner for innovative technology.

Frankenstein solutions:
solving one problem at a time instead of working toward a holistic approach and innovation.

Siloed culture:
employees aren’t working collaboratively to achieve digital transformation goals.

Effects

Increased operating costs:
the ongoing maintenance fees and working with legacy systems is expensive.

Higher cost of innovation:
Spending increases but there aren’t any visible improvements.

Symptoms

Long processing time:
the time it takes to resolve an issue is frustrating for customers.

Increased admin:
there’s a lot of employees focusing on administration and account maintenance issues.

Inefficient training:
getting staff familiar with multiple systems and manual processes is time consuming.

Causes

Siloed view:
there isn’t a 360° customer case overview.

Unsustainable culture:
employees aren’t working collaboratively to achieve digital transformation goals.

Effects

High operating costs:
employees require excessive training so it costs you more in the long run.

Increased cost-to-serve:
it costs more to serve customers who rely on call centers and branch visits; the price tag is 50 times less via mobile.