Digital transformation strategy guide: From e-fax to AI
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In the past year, there has been a big uptick in digital transformation project starts. Why? "Everyone, including all your customers, is using digital devices to get information from your business and access to your transaction tools," said Rahul Gupta, vice president of enterprise applications at Capgemini, a consulting and technology services firm.
In this video interview, Gupta explains how customer demand is driving digital transformation projects and the differences between that process, business transformation and application modernization. He was interviewed recently during Oracle OpenWorld in San Francisco.
In the recent past, Gupta saw most businesses took Band-Aid approaches to digital transformation projects. They focused on the front office and updating user interfaces to improve the user experience for customers using digital devices, he said. Now, more businesses are seeing that digital technology must be implemented on the back end, too.
Rahul GuptaVP of enterprise applications, Capgemini
"Today, the end customer is a digital customer," Gupta said. "Everybody is socially active, using mobile, tweeting. Businesses need to be digitally active to keep the point of touch with the customer."
A digital transformation project is not an outside practice or technology that sits on top of business processes, Gupta said. "Digital is the way business is done today." From sales to running operations to handling customer complaints and on and on, digital technology is the dominant methodology in business processes.
Many who hesitate to start digital transformation projects see it as a costly expense. It's quite the opposite, said Gupta. "Digital is about bringing agility to your business. It is not a Capex . … It is an ongoing revenue-producing use of technology," he said.
Gupta has been a leader in several Capgemini digital transformation projects. Capgemini's digital transformation processes and tools provide a roadmap for digital transformation and the tools to use along the way, covering key tasks like data migration, integrations and business process change.
Watch this video to get more information about digital and business transformation.