Investigating the critical success factors of digital transformation for improving the customer experience in Australian organisations

Digital transformation is about the changes that an organisation experiences in its structure, processes, functions, and business models through the adoption of digital technologies for radically improving its performance. It is growing rapidly in organisations worldwide due to its ability to deliver numerous nonpareil values to both organisations and their customers. One of the most significant benefits that drive organisations to undertake digital transformation is the improvement of customer experience. The implementation of digital transformation for improving customer experience in organisations, however, has not been very encouraging. There is lack of understanding of the critical success factors for the successful implementation of digital transformation towards improving customer experience. This research aims to investigate the critical success factors of digital transformation for improving customer experience in organisations. Specifically, the research aims to (a) identify the critical success factors of digital transformation for improving customer experience, (b) develop a framework for facilitating the successful implementation of digital transformation towards improving customer experience in organisations, and (c) provide organisations with some appropriate recommendations for improving customer experience through digital transformation. To fulfil the objectives of the study, a qualitative research methodology is employed. A conceptual framework, consisting of four dimensions - analytics, business, customer, and digitalization - is developed for data collection using semi-structured interviews with digital transformation experts in an organisation in Australia. Thematic analysis is performed on the collected data for achieving the objectives of the study. The study reveals that data analytics, trends analytics, process analytics, strategic execution, business models, value proposition, customer processes, customer collaboration, customer services, customer engagement, integration, capability, and capacity are critical for the successful implementation of digital transformation in organisations. Based on the critical success factors identified, a new framework for successfully implementing digital transformation towards improving customer experience in organisations is developed.   This research contributes to the field of digital transformation research both theoretically and practically. From the theoretical perspective, this research contributes to better understanding of digital transformation by developing a theoretical framework for investigating the critical success factors of digital transformation for improving customer experience. From the practical perspective, this research provides a comprehensive investigation of the critical success factors of digital transformation for improving customer experience in an Australian organisation. This study can contribute to better understanding of the critical success factors in the effective implementation of digital transformation for improving customer experience in organisations

Investigating The Critical Success Factors Of Digital Transformation For Improving Customer Experience

Digital transformation has a significant impact on customer experience which is directly related to the profitability and even the survivability of an organisation. There is, however, lack of understanding of the critical success factors of digital transformation for improving customer experience. This paper presents an investigation of the critical success factors of digital transformation for improving customer experience in organisations. A conceptual framework is developed based on a review of the related literature. Semi-structured interviews with the use of the Delphi method have been conducted. This leads to the identification of the critical success factors of digital transformation for improving customer experience in organisations. Such findings can help organisations develop appropriate strategies and policies to better implement digital transformation programs for improving customer experience

A capability based framework for customer experience focused digital transformation

Digital transformation has a potential to deliver numerous values for an organisation through transforming its business models, organisational processes, products and services, and customer engagement. Such a transformation assists organisations to create new capabilities to better serve customers, leading to the improvement of customer experience. As a result, numerous organisations have been investing in digital transformation in today’s dynamic environment. There is however, lack of a comprehensive framework for facilitating the implementation of digital transformation in organisations towards improving customer experience. This paper develops a capability framework for digital transformation in organisations with respect to improving customer experience. Such a framework consisting of analytics, business, customer, and digital is developed through a thematic analysis of qualitative data collected from experts in an organisation in Australia using semi-structured interviews. The paper contributes to digital transformation research by the development of a capability framework for better understanding digital transformation in organisations

Team to Market (T2M): Creating High Performance Teams in the Digital Age

1. Teams are the essential means of product or service delivery and the fundamental building blocks of modern organisations. An effective team can produce results far outperforming a collection of even the most talented individuals when team members coalesce and jell into a single, well-functioning, fully-aligned organism. This report advances the notion of “Team to Market” (T2M) to help business leaders and knowledge workers understand, create and lead high performance teams in the digital age

Developing a model of the behavioural intentions of older adults towards internet service providers : a UK perspective

Copyright and all rights therein are retained by the authors. All persons copying this information are expected to adhere to the terms and conditions invoked by each author's copyright. These works may not be re-posted without the explicit permission of the copyright holdersCountries around the globe have an ageing population that faces problems such as cognition, memory and visual difficulties. Mobile devices and products are part of daily life and to utilise them the role of internet service providers is essential. This research-in-progress paper aims to identify and evaluate factors that influence the older population’s (over 50 years) selection of an internet service provider (ISP) as well as their continuous intention and behaviour to remain with the ISP. The outcomes of this research study are aimed at policymakers, academia and industryFinal Published versio

Digital transformation and business model innovation : a multiple case study of retail chains in Germany

This thesis examines how the digital revolution has affected German grocery stores in particular and the country's retail sector as a whole. This study illuminates the connection between digital transformation and business model innovation in the retail industry using various qualitative research techniques, including expert interviews with Company A and Company B and a thorough literature analysis. The findings draw attention to the enabling elements, which include strong leadership commitment, successful change management, engagement with external partners, availability of resources and competencies, and a customer-centric emphasis. Legacy systems, talent shortages, poor IT infrastructure, and cultural barriers are a few of the reported difficulties. By evaluating these elements, the study offers valuable perceptions and suggestions for retail businesses seeking to negotiate the challenges and take advantage of the advantages of digital transformation and business model innovation. The study adds to the body of knowledge by providing actual data and case studies that deepen the comprehension of how business model innovation in the retail sector interacts with digital transformation. This thesis offers concrete solutions to improve operations and preserve competitiveness in the constantly changing consumer products industry. It is an invaluable resource for retail organizations looking to stimulate business model innovation and drive digital transformation.Esta tese analisa a forma como a revolução digital afectou as mercearias alemãs, em particular, e o sector retalhista do país como um todo. Este estudo ilustra a ligação entre a transformação digital e a inovação do modelo empresarial no sector do retalho, utilizando várias técnicas de investigação qualitativa, incluindo entrevistas a especialistas da Empresa A e da Empresa B e uma análise exaustiva da literatura. As conclusões chamam a atenção para os elementos facilitadores, que incluem um forte empenhamento da liderança, uma gestão da mudança bem sucedida, o envolvimento com parceiros externos, a disponibilidade de recursos e competências e uma ênfase centrada no cliente. Os sistemas herdados, a escassez de talentos, as deficientes infra-estruturas de TI e as barreiras culturais são algumas das dificuldades comunicadas. Ao avaliar estes elementos, o estudo oferece percepções e sugestões valiosas para as empresas de retalho que procuram enfrentar os desafios e tirar partido das vantagens da transformação digital e da inovação do modelo empresarial. O estudo contribui para o corpo de conhecimento ao fornecer dados reais e estudos de caso que aprofundam a compreensão de como a inovação do modelo de negócio no sector do retalho interage com a transformação digital. Esta tese oferece soluções concretas para melhorar as operações e preservar a competitividade na indústria de produtos de consumo em constante mudança. É um recurso inestimável para as organizações de retalho que procuram estimular a inovação do modelo empresarial e impulsionar a transformação digital

The gaps between healthcare service and building design : a state of the art review

Healthcare buildings are designed to achieve diverse objectives, ranging from providing appropriate environments where care can be delivered to communities to increasing operational efficiency and improving patient flows and the patient experience. Improvements in operational efficiency should result from state-of-the-art buildings, more appropriate layouts, departmental adjacencies, efficient clinical and business processes and enhanced information systems. However, complexities around requirements and stakeholders management may prevent the achievement of such objectives. The aim of this article is to identify and understand how healthcare services (re)design and building design can be integrated to facilitate increased performance both in terms of service delivery and future changes. Findings indicate that current approaches and innovation are restricted due to functional barriers in the design process, and that there is a need to support the development of operations driven design through time (e.g. flexible and durable) that satisfies diverse needs

A comparison of processing techniques for producing prototype injection moulding inserts.

This project involves the investigation of processing techniques for producing low-cost moulding inserts used in the particulate injection moulding (PIM) process. Prototype moulds were made from both additive and subtractive processes as well as a combination of the two. The general motivation for this was to reduce the entry cost of users when considering PIM. PIM cavity inserts were first made by conventional machining from a polymer block using the pocket NC desktop mill. PIM cavity inserts were also made by fused filament deposition modelling using the Tiertime UP plus 3D printer. The injection moulding trials manifested in surface finish and part removal defects. The feedstock was a titanium metal blend which is brittle in comparison to commodity polymers. That in combination with the mesoscale features, small cross-sections and complex geometries were considered the main problems. For both processing methods, fixes were identified and made to test the theory. These consisted of a blended approach that saw a combination of both the additive and subtractive processes being used. The parts produced from the three processing methods are investigated and their respective merits and issues are discussed

Reducing risk in pre-production investigations through undergraduate engineering projects.

This poster is the culmination of final year Bachelor of Engineering Technology (B.Eng.Tech) student projects in 2017 and 2018. The B.Eng.Tech is a level seven qualification that aligns with the Sydney accord for a three-year engineering degree and hence is internationally benchmarked. The enabling mechanism of these projects is the industry connectivity that creates real-world projects and highlights the benefits of the investigation of process at the technologist level. The methodologies we use are basic and transparent, with enough depth of technical knowledge to ensure the industry partners gain from the collaboration process. The process we use minimizes the disconnect between the student and the industry supervisor while maintaining the academic freedom of the student and the commercial sensitivities of the supervisor. The general motivation for this approach is the reduction of the entry cost of the industry to enable consideration of new technologies and thereby reducing risk to core business and shareholder profits. The poster presents several images and interpretive dialogue to explain the positive and negative aspects of the student process

ERP implementation methodologies and frameworks: a literature review

Enterprise Resource Planning (ERP) implementation is a complex and vibrant process, one that involves a combination of technological and organizational interactions. Often an ERP implementation project is the single largest IT project that an organization has ever launched and requires a mutual fit of system and organization. Also the concept of an ERP implementation supporting business processes across many different departments is not a generic, rigid and uniform concept and depends on variety of factors. As a result, the issues addressing the ERP implementation process have been one of the major concerns in industry. Therefore ERP implementation receives attention from practitioners and scholars and both, business as well as academic literature is abundant and not always very conclusive or coherent. However, research on ERP systems so far has been mainly focused on diffusion, use and impact issues. Less attention has been given to the methods used during the configuration and the implementation of ERP systems, even though they are commonly used in practice, they still remain largely unexplored and undocumented in Information Systems research. So, the academic relevance of this research is the contribution to the existing body of scientific knowledge. An annotated brief literature review is done in order to evaluate the current state of the existing academic literature. The purpose is to present a systematic overview of relevant ERP implementation methodologies and frameworks as a desire for achieving a better taxonomy of ERP implementation methodologies. This paper is useful to researchers who are interested in ERP implementation methodologies and frameworks. Results will serve as an input for a classification of the existing ERP implementation methodologies and frameworks. Also, this paper aims also at the professional ERP community involved in the process of ERP implementation by promoting a better understanding of ERP implementation methodologies and frameworks, its variety and history