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Creating an engine that drives digital transformation

These are the concepts of the MIT Technology Review Insights 210 technical research survey, conducted in March 2021. Respondents say they need – and often need – the ability to create new and efficient electronic devices, and to achieve them in real time.

Contributing to digital transformation are two of the most important drivers: the ability to work with a better understanding of customers, and the need to increase the ability of employees to effectively meet those goals.

Two-thirds of those surveyed indicated that the most effective customer service delivery was the most important goal. This was well followed by the use of analytics and detection of optimization and performance (60%). Increasing group collaboration and connectivity, and increasing the security of digital assets and intellectual property became one-third, almost 55% each.

All digital goals are integrated and improve customer and employee engagement, storage, and initiation. Richard Jefts, vice president and executive director of HCL’s Digital Solutions, adds that team-based collaboration was also welcomed last year.

“With the covid-19, management teams need to ensure that business goes a long way, which means new levels of agreement and the use of low-level and labor laws to change business processes to address opportunities,” Jefts said.

Miao Song, Brussels’ chief marketing officer at Mars Petcare, sees digital production as a backlash for his global food and animal health company. “Our online business has grown exponentially, and the sheer amount of customer service makes it possible for us to predict value,” says Song.

Electronic devices also enable more and more markets to assemble and deploy more efficiently. The song demonstrates that AI-enabled visual aids are being used by Mars vendors to leverage vendor shelves and create awareness of better content management.

As Mars ’reliance on AI and analytics is growing in the organization, it is training more staff to use low-cost tools to enhance their capabilities. Low code is a software development program that requires a little bit of writing to create apps and channels, allowing inexperienced users or programmers to create apps.

“Everyone in our company needs to be a data expert – not just IT members,” Song said, referring to Mars’ efforts to increase digital readability to help the company’s visibility, improve pricing, and innovate products and services.

Song also says that promoting the use of low-level coding tools using hackathons and other events has been a key part of Mars’ experiment: “we need to abandon the idea that it is the only IT that can use our resources,” he adds.

Customer notification by (still) king

The researchers have shown that they have seen a significant increase in performance in digital transformation. Moving on from next year, customer awareness continues to be very important.

Respondents are striving to develop digital technologies in particular, followed by analytics and support their preferences, and AI or client-based tools. Some digital capabilities are built to meet customer flexibility and demand, and streamline customer service delivery by providing high-tech information.

Alan Pritchard, director of ICT Services for Austin Health, a public health organization in Melbourne, Australia, explains that his company’s digital transformation strategy began to accelerate before covid-19 effects were introduced.

“The job evaluation process in 2019 identified home screening and home care as critical to our future work – so even before the epidemic, our healthcare approach focused on digital digital technologies and increased our ability to support outside hospital,” said Pritchard, noting that the process was successful. to reach Austin Health, there is a need for a comprehensive customer relationship management (CRM) platform.

“While some types of future interventions can be sent by online aids or integrated electronic devices, there is still a lot of work to be done in monitoring computer communication with their health professionals,” says Pritchard.

The organization’s CRM-enabled platform requires more independent departments, “and each of them requires its own computer-based communication program,” says Pritchard.

Managing a number of software development programs is difficult, although “there are similar ways in which departments work with patients in reservation, planning, and compliance,” says Pritchard, “so we need a platform that can be reused, not a number of password-based programs.”

This, combined with the need for division and oversight in a number of departments, led Prichard’s team on a downward spiral.

This is in line with what our research team did: more than 75% of respondents indicated that they have increased their use of digital technologies (including low-cost codes), and 80% have increased their priorities for workflow management tools last year.

Download the full report.

This was created by Insights, the hand of material contained in the MIT Technology Review. It was not written by the authors of the MIT Technology Review.

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