Data Driven Business Transformation

Chapter 1What is Transformation?

A great deal has been written and said about transformation, and many organisations are undertaking or experiencing transformation in one form or another. ‘We have a number of transformation programmes’ and ‘we are delivering an organisation wide transformation over the next five years’ are phrases often heard, and even better is ‘we are always transforming’. Indeed, a whole industry has been built around scoping, designing and delivering transformation programmes.

‘All organizations must undergo transformation to remain relevant. They must rethink customer experience, embrace digital business, and redefine business models and processes to remain competitive’.

Elise Olding Gartner Research VP and Conference Chair 2016

So, what is transformation? Transformation is a marked change in form, nature or appearance. Organisations that wish to transform are seeking to make a marked change in what they do or how they do it and the motive to do this is normally to remain relevant. Transformation is seen as being essential to remain competitive; gain market share; acquire, retain or reduce customer churn; or deliver services at a reduced cost.

More dramatic transformation can be, and has been, delivered by a range of different ‘enablers’ over time. Economic and social historians are able to catalogue a series of enablers: the harnessing of water power, the printing press, steam power and mechanisation, to name a few. Major transformations in society have ...