For a large organisation, the process of starting a digital transformation programme is a daunting challenge. DBS identified three key element to success - digitising “to the core”, embedding into the customer journey and changing the culture of the company to feel more like a startup.
These are challenges that need to be met across the supply chain - few organisations embark on a digitisation programme alone. When we are working with clients in major tech projects, we stress the importance of aligning culture and choosing the right partners.
Contracts can help to mitigate risk and allocate it to the most appropriate party, but the most successful projects are built on mutually beneficial partnerships.
When we were thinking about the digital transformation of DBS, we saw three key elements as vitally important. One is how we digitized to the core. We saw many companies put on digital lipstick, some kind of front-end system, and a fancy website. The second was: how do we embed ourselves in the customer journey and push customer-journey thinking throughout the organization? The third was changing the culture of the company to make it feel and operate like a 22,000-person start-up.