IT Brief Australia logo
Technology news for Australia's largest enterprises
Story image

Four steps to creating a digital transformation roadmap

By Contributor
Thu 3 Mar 2022

Article by New Relic APJ chief architect, Peter Marelas.

Companies are often split into two camps when it comes to technology maturity. One is trying to accelerate technology and software delivery to keep up with customer demand and drive competitive differentiation. The other is drowning in technical debt, keeping existing business systems operational with minimal investment.

Established companies operating in established markets tend to fall into the latter category because, for them, overcoming technical debt requires large-scale technology and skills transformation. Despite the challenges, these companies recognise they don't have a choice and must pursue a transformation to get back to growth.

The question is: what separates a successful transformation from an unsuccessful one? Here are four steps companies can take to create a roadmap for a successful digital transformation.

1. Set realistic transformational goals and milestones

Established companies embarking on a digital transformation may be tempted to follow in the footsteps of younger, more agile competitors. This, unfortunately, is a recipe for failure. Instead, companies pursuing a digital transformation should recognise they operate under a different set of conditions that will lead to greater obstacles and challenges that the younger, more agile competitors never experienced.

Technology teams, in particular, must not assume that what works for another company will work for them. Instead, they must understand and address the challenges that are unique to them and them alone before commencing any digital transformation projects.

By talking to customers, employees, analysts and industry peers in similar situations, realistic goals and milestones can be established that set up a company's digital transformation projects for success from the outset.

2. Focus on the customer experience and key customer journeys

Once the goals and milestones of a digital transformation project have been set, it's vital to step back and think about the key performance indicators that will be used to measure quality and progress.

It is often the case that technology teams cannot quantify how their contributions and actions impact the business. Therefore, establishing a relationship between the technologies these teams manage and the business processes they support is paramount to ensuring technology and the business drive together towards a common goal.

An online pizza business, for example, needs to ensure its ordering, fulfilment, dispatch and delivery processes are working harmoniously so that a positive customer experience is created. The teams responsible for the technology behind these processes need to be intimately familiar with the systems, services and sequencing required to process these customer journeys.

Questions tech teams may want to ask themselves as they uncover customer journeys could include:

  • What is the business importance of each customer journey?
  • Are all customers associated with this customer journey equal?
  • Should customers be segmented to express priorities, and how should they be segmented?
  • Where does a customer journey start and end?
  • What metrics should be measured that correlate with customer experience?
  • What thresholds must be met to deliver a satisfactory customer experience?
  • What is the business impact of failing to meet these thresholds?

By establishing a clear understanding of the customer journeys, metrics and thresholds, technology teams will be in a stronger position to understand the business impact of their decisions as they navigate the challenges a digital transformation will inevitably throw at them.

3. Use observational data to support real-time decisions

Transformational project leaders often find themselves having to balance a company's desire to innovate quickly while maintaining the operational state and stability of the technology platforms supporting the business.

Observability can help companies balance these concerns by enabling technical teams to observe the results of their actions in real-time and react to unplanned issues or surprises quickly. This is what separates observability platforms from reporting systems. Observability is about helping organisations understand current and imminent risks, which allows them to move fast with confidence, knowing they can react quickly and reverse decisions.

Companies can enhance the value of observability further by enriching customer journeys with business and financial context. This allows planned and unplanned events to be quantified in business terms, which can justify actions back to the business that aligns with the business's objectives.

4. Close the loop

Achieving true digital transformation is a lengthy process, and companies should expect to experience challenges along the way. The key to dealing with those challenges is to anticipate them by constantly reviewing, making amendments, and using data to determine a business's direction.

Taking time to understand whether or not part of an initiative has succeeded or failed will help improve future iterations and new projects. Of course, there will be periods of both high-risk and low-risk where varying levels of input are required. However, any meaningful change requires teams to move away from a "set and forget" mindset to understand the continuous state of a project that will require a continuous stream of data and insights.

Observability and technological innovation go hand in hand, which is why observability must be baked into digital transformation strategies from day one. After instrumenting customer journeys, reviewing their success - or failure - and taking steps to remediate and improve things for the future, digital transformation can prevail. Then, the hard work of these initiatives will allow technology teams to scale, and the benefits of technology investments can be realised.

Article by New Relic APJ chief architect, Peter Marelas.

Related stories
Top stories
Story image
Sustainability
SoftIron named global leader for efficient DC infrastructure solutions
SoftIron has been named a global leader for supplying energy-efficient data infrastructure solutions for core-to-edge data centers after an assessment by Earth Capital Ltd.
Story image
Ponemon Institute
Email revealed to be riskiest channel for data loss
More than half (60%) of organisations experienced data loss or exfiltration caused by an employee mistake on email in the last 12 months.
Story image
Rackspace
Skills shortages hold orgs back from capitalising on cloud 2.0
Organisations are becoming more comfortable with sophisticated 'cloud 2.0' technologies, even as they confront difficulties in hiring and retaining IT talent.
Story image
DaaS
NetApp launches Spot PC, a new Desktop-as-a-Service solution
This is a new managed cloud DaaS solution with security, automation, observability and optimisation capabilities, designed for the needs of today.
Story image
Remote Working
Australia’s remote workers face connectivity and security issues
SOTI's new report finds better video conferencing technology and improved security measures are top concerns for remote workers in Australia.
Story image
Cyber attacks
Devastating cyber attacks expected to hit energy sector
Energy executives anticipate life, property, and environment-compromising cyber attacks on the sector within the next two years.
Story image
Migration
Let’s clear the cloud visibility haze with app awareness
Increasingly, organisations are heading for the cloud, initiating new born-in-the-cloud architectures and migrating existing applications via ‘lift and shift’ or refactoring.
Story image
Managed service provider
Barracuda MSP Day 2022 highlights MSP opportunities
Barracuda Networks has released a report showing global services-related MSP revenue is set to increase by more than a third in 2022 compared to 2021.
Story image
VPN
The most common online scams in Australia
No one is safe from online scammers, and many of these scammers have capitalised on the pandemic, using this confusing time to attack more people than ever.
Story image
ChildFund
ChildFund launches new campaign to protect children online
ChildFund says WEB Safe & Wise aims to protect children from sexual exploitation and abuse online while also empowering them to become digitally savvy. 
Story image
CrescoData
SPS network now available to CrescoData eCommerce customers
CrescoData, a Pitney Bowes Company and PaaS business in the commerce space, says its customers can now connect to the SPS Commerce Retail Network.
Story image
Cybersecurity
Comcast to use ThreatQuotient for cybersecurity operations
Comcast, the parent company of NBC Universal and SKY Group, has chosen ThreatQ Platform and ThreatQ Investigations to meet their cybersecurity needs.
Story image
Ransomware
Alarming surge in Conti Ransomware Group activity - report
A new report has identified a 7.6 per cent increase in the number of vulnerabilities tied to ransomware in Q1 2022.
Story image
Vectra AI
Understanding the weight on security leader’s shoulders, and how to shift it
Millions of dollars of government funding and internal budgets are being funnelled into cybersecurity to build resilience against sophisticated threats, indicating how serious this issue has become.
Story image
Training
Infosec unveils role-guided cybersecurity training roadmaps 
Infosec Skills Roles maps hands-on training and certifications to the 12 most in-demand cybersecurity roles to maximise training efficiency.
Story image
Sustainability
Equinix announces milestones on sustainability commitments
Equinix has released its 2021 Sustainability Report which outlines progress, innovation and accomplishments on key ESG commitments.
Story image
Data Protection
Barracuda launches new capabilities for API Protection
"Every business needs this type of critical protection against API vulnerabilities and automated bot attacks," Barracuda says.
Story image
Vectra AI
Vectra’s inaugural Partner of the Year Awards revealed
APAC companies Baidam, Firmus, ShellSoft and Macnica have been recognised in Vectra AI's inaugural Partner of the Year Awards.
Story image
Amazon Web Services / AWS
RedShield leverages AWS to scale cybersecurity services
"Working with AWS gives RedShield the ability to mitigate significant application layer DDoS attacks, helping leaders adopt best practices and security architectures."
Story image
Infrastructure
Nutanix study reveals financial services sector lagging with multicloud adoption
Nutanix has released new research that reveals the financial services sector is lagging behind when it comes to multicloud adoption.
Story image
Cybersecurity
Cybersecurity prompts upgrade for 1.3 billion electricity meters
ABI Research finds Advanced Metering Infrastructure (AMI) and cybersecurity concerns are prompting the upgrade of 1.3 billion electricity meters by 2027.
Story image
Surveillance
i-PRO releases smallest AI-based surveillance camera on the market
The new i-PRO mini network camera is now available, with a pocket-sized form factor and full AI analytics functionality.
Story image
Artificial Intelligence
Frost & Sullivan recognises Genesys as leader in new reports
Frost & Sullivan has recognised Genesys as a leader in the cloud contact centre market for its robust cloud and digital capabilities.
Story image
Customer experience
Gartner recognises Okta for abilities in Access Management
Okta has announced it has been recognised as a Customers' Choice for the fourth time in a row in the Gartner Peer Insights "Voice of the Customer" report.
Story image
Digital Marketing
Getty Images delves into the world of NFTs with Candy Digital
Getty Images and Candy Digital, the next-generation digital collectible company, have announced a new multi-year partnership agreement.
Story image
Ransomware
APAC organisations fail to disclose ransomware breaches
85% of organisations in APAC were breached by ransomware at least once in the past five years, but only 28% publicly disclosed the incident.
Story image
Cybersecurity
A10 Networks finds over 15 million DDoS weapons in 2021
A10 Networks notes that in the 2H 2021 reporting period, its security research team tracked more than 15.4 million Distributed Denial-of-Service (DDoS) weapons.
Story image
GapMaps
GapMaps Live to improve brand decisions on physical locations
GapMaps has released its latest service GapMaps Live, giving more insights and features to help brands make better decisions about physical locations.
Story image
Training
Trojan cyber attacks hitting SMBs harder than ever - Kaspersky
In 2022 the number of Trojan-PSW detections increased by almost a quarter compared to the same period in 2021 to reach 4,003,323.
Story image
Digital Signage
MAXHUB's Digital Signage range to bolster boardroom productivity
The new MAXHUB Digital Signage technology is purpose-built to make every kind of team meeting more effective.
Story image
Silver Peak
The path to an adaptive, modern network
Managing and securing the network looks different than it did just two years ago—especially given that most of these networks are made up of multi-generations of infrastructure stitched together over time.
Story image
Multi Cloud
Red Hat updates dev tools, empowers use of hybrid and multicloud
Red Hat has unveiled updates across its portfolio of developer tools, designed to help organisations build and deliver applications faster.
Story image
Women in Technology
Huawei webinar emphasises the importance of women in tech
Industry findings by Coursera discussed as part of a webinar jointly organised by Huawei and Reuters Events found 6% more women enrolled in tech courses this year than in 2021.
Story image
Digital Marketing
Similarweb acquires SEO and rank tracking company Rank Ranger
Digital intelligence company Similarweb, which specialises in analysing web traffic, has acquired Rank Ranger, a market leader in SEO and rank tracking.
Story image
Remote Working
Successful digital transformation in the hybrid work era is about embracing shifting goalposts
As organisations embraced remote working, many discovered they lacked the infrastructure needed to support history’s first global load test of remote work capabilities.
Exabeam
Find out how a behavioural analytics-driven approach can transform security operations with the new Exabeam commissioned Forrester study.
Link image
Story image
Sift
Sift shares crucial advice for preventing serious ATO breaches
Are you or your business struggling with Account Takeover Fraud (ATO)? One of the latest ebooks from Sift can provide readers with the tools and expertise to help launch them into the new era of account security.
Story image
Sustainability
Aligned Data Centers increases sustainability-linked loan
Aligned Data Centers has increased its sustainability-linked loan from $375 million to $1.75 billion to speed up the next phase of its strategic growth.
Story image
Employment
Tech job moves - Forcepoint, Malwarebytes, SolarWinds & VMware
We round up all job appointments from May 13-20, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
Cybersecurity
More than 40% of banks worried about cloud security - report
Publicis Sapient's new report finds security and the lack of cloud skills and internal understanding of business benefits are big obstacles for banks moving to the cloud.
Story image
Manhattan Associates
Shortening the click-to-customer cycle through smart technologies
Speed of delivery without accuracy is a dealbreaker for consumers. How can retailers operating in an omnichannel environment overcome the challenge of click-to-customer cycle times.
Story image
Boost Mobile
Boost Mobile now makes up over 7% of Aussie prepaid market
Boost Mobile has doubled its market share over the past four years and now has more than 7% of Australia's prepaid market, equivalent to over 700,000 people.
Story image
Data Center
Preventing downtime costs and damage with Distributed Infrastructure Management
Distributed Infrastructure Management (DIM) can often be a lifeline for many enterprises that work with highly critical ICT infrastructure and power sources.
Story image
SpaceX
Australian space tech startup secures SpaceX support
Space Machines Company has secured the support of SpaceX as a launch partner in carrying SMC's Optimus Orbital Transfer Vehicle to space next year.