Customers are the prime beneficiaries of the increased efficiency of information technology, and the benefits will increase as the economy goes more digital or enter into digital future.
If information about production systems, product problems, customer crises and opportunities, sales shortfalls, and other critical business news get through the organization in a matter of minutes instead of days, and if the right people can be working on the issues within hours instead of days, a business obtains huge advantages.
Companies have understood that digital information flow and empowering their employees is part of achieving and sustaining competitive advantage.
Lead the Way in Digital Future
Hence, many parts of the business can be improved through the digital systems. Every bit of data in a company should be in digital form and easily retrieved. This data will include every file, every record, every piece of email, every Web Page. Every internal process should be digital and integrated with each other. A consolidated view of each customer, for instance, should record every business process related to that customer. Every transaction with partners and clients should be in digital form. You should provide access to customers and partners to every bit of data that is relevant to them, and vice versa.
A generation ago a boom or collapse in any financial market- stock markets, currency markets- would have taken weeks or months of time to spread worldwide. Now, the shareholders in these markets are all digitally connected. Any downturn or upturn in a major market creates overnight noises in other markets.
As tough and uncertain as the digital world makes it for business– it is evolving rapidly or dies. We are going to get improved products and services, more responsiveness to complaints, lower costs, and more choices. We are going to get better government and social services at substantially less expense.
A digital nervous system can help business redefine itself and its role in the future, but energy or paralysis, success or failure, depends on business leaders. Only you can prepare your organization and make the investments necessary to capitalize on the rapidly drawing digital age.
Digital tools in the upcoming digital future expand the abilities that make us unique in the world: the ability to think, the ability to explain our thoughts, the ability to work together to act on those thoughts. I firmly believe that if companies empower their employees to solve problems and provide them with effective tools to do this with, they will always be amazed at how much creativity and initiative will blossom forth.