TOKYO – February 9, 2022 -In a sea of rapid, continuous change, traditional companies will have to deliver continuous change-or lose that-according to a new NTT DATA, Acorio and ServiceNow report that defines what it looks like of successful change in 2022. The report, which includes insights from seven executives from ServiceNow and NTT DATA around the world, explores why experiences are still the focal point of change, the key criterion in capacity building for successful transformation, and what the future holds for digital transformation in 2022.
“We are entering a new era where leaders are faced with ongoing uncertainty in all fields. While having a vision and strategy ahead is still critical, it is just as important to build capacity. to see changes on the horizon and respond to them with agility. Change is no longer just a project — it defines the set of skills for tomorrow, “said Hiroshi Sugiyama, Senior Vice President, NTT DATA Corporation.
Executives interviewed for the report strongly agreed that businesses should maintain a focus on experiences as the driving force of change. However, according to NTT DATA’s Innovation Index, that’s easier said than done – nearly 60 percent of those surveyed said customer needs and requirements change too quickly to provide high -quality experiences. The same challenge extends to employee experiences — only 28 percent of respondents said they were highly effective at providing flexible job options.
“Any change you bring should deliver a better experience. If there’s no improvement in the experience, you may be digitizing, but you’re not changing,” said Dave Wright, Chief Innovation Officer of ServiceNow.
The need for change in today’s post -pandemic world is obvious – but the organizational capacity for it is lagging behind. More than one-third of organizations told the NTT DATA Innovation Index that their culture restricts their investment in digital technologies and slightly more than 40 percent of them have a proactive approach to innovation.
“In the past, you designed with the goal of lasting over time,” said Andrea de Stefano, Vice President and Head of Business & Service Process Automation, NTT DATA. “Now, you have to design something that you know is going to change, but you don’t know how it’s going to change.”
Successful businesses in 2022 will have an agile culture that embraces change. Leaders interviewed for the report advocate a bold approach to pushing four challenges to build capacity for successful change:
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Setting a vision for future employees to rally around
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Bringing the right people together
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Choosing the right technology
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Value tracking in real time and adapting as needed
Technological advances make digital change possible, but it is data that makes them meaningful. However, the data is still not driving decision making in many areas. Technologies such as AI, machine learning, and predictive intelligence have surpassed buzzword status and will be important elements of digital innovation in the future. In all of this, the trend is to use the power of an organization’s data to focus and prioritize efforts — then measure their success and adjust accordingly.
“Leaders make the greatest effort at changing their careers — not just because the technology is there to support it, but because they know they won’t matter if they don’t,” Ellen Daley, Senior Vice President of Acorio, and NTT The DATA company said. “Leaders must recognize that in order to serve their customers better, they need to enable their partners and channels more efficiently. It changes not only the partner experience, but the ultimate customer experience.”
To find the full report, please visit here https://your.servicenow.com/nttdata
About NTT DATA
NTT DATA – a part of the NTT Group – is a trusted global innovator of IT and business services headquartered in Tokyo. We help clients change through consulting, industry solutions, business process services, IT modernization and managed services. NTT DATA enables clients, as well as society, to confidently move into the digital future. We are committed to the long-term success of our clients and have combined global reach of local client attention to serve them in over 50 countries. Visit us at nttdata.com.
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