Limitations of Technology

There is a mis-assumption that technology, like automation, will solve all problems. There is a need to pay attention to non-technical elements (including bottlenecks in the middle and back office processes). Otherwise the technical changes are just a veneer hiding the old wounds, eg misunderstandings, delays, errors, etc. These non-technical elements can include processes, people, policies, delivery, organisational models, etc. These are regarded as less sexy and can be more challenging than the new technology.

Associated issues include

- end-to-end process ownership (ideally empowers an executive to make unified set of decisions to avoid departmental optimisation)

- understanding desired future state (what you are trying to achieve and can include the question
"...do I even need a major technology rehaul to achieve my customer experience and cost reduction goals?..."
Cognizant, 2017

- siloed ways of working (in which key performance indicators of different business units are misaligned

To handle these
"...the first important step is to design an end-to-end, customer-centric blueprint that challenges the limitations of current processes, roles, structures policies and technologies..."

NB
"...digital businesses act as if older, legacy ways never existed. We believe that many non-digital native companies can - and will - make this transition, by changing their mindsets, attributes and operating models to fully enable them to focus on a digitally defined customer experience. These are issues that not even the best technology and skills can cure. By tackling them, a business can achieve a performance boost, whether in the traditional economic terms or in realising entirely new forms of value..."
Cognizant, 2017

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