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

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.