8CIOReview | | IN MY OPINIONDIGITAL TRANSFORMATION TRENDS FOR POST COVID WORLDWe started 2020 feeling good about the growing global economy and our outlook. But life is full of surprises. We found ourselves in a centrifuge that accelerated from one week to the next and subjected every part of our businesses to extreme G forces.Organizations around the world had to adapt quickly to protect and enable employees, embracing digital channels for sales and distribution, customer service and operations.In the US and EU,we saw five years of ecommerce sales growth happen in three months. Last year, we would all have agreed that those numbers were impossible. This global pandemic has especially impacted organizations struggling with the structural issues of high fixed costs, legacy processes and systems. That's why despite challenging times and budget cuts, organizations who had already prioritized digital transformation, adapted quickly and in many ways, benefited from the new situation, while others struggled as they rushed to implement digital capabilities during a pandemic.So what is digital transformation? It is adopting digital technology and tools to improve business performance, through this lens let's look at the key trends.Accelerated process automation:Government-imposed lockdown and control measures revealed many vulnerabilities in outsourcing. Manys ervice organizations experienced severe disruptions in operations as they and their outsourcing partners were not prepared to ensure continuity.This generated many questions about the existing model, especially about outsourcing manual process operations that were long overdue for automation. In the past, the ROI for automation was not always high. Now it has become top priority By Tomasz Kurczyk, Chief Transformation and Digital Officer, AXA
< Page 7 | Page 9 >