As digital technology takes an ever-larger role in business operations, companies must transform their business processes and systems to keep up. This is known as digital transformation (DT).
Many businesses that generate revenue through customer service rely on digitized processes. For example, customers can now easily contact a company via text, email, or phone for support 24/7. The digitalization of this process has improved the overall quality and speed of customer service.
Digital technology enables businesses to offer new products and services that may not have been possible before. Netflix, for instance, disrupted traditional brick-and-mortar video rental stores by offering a vast library of streaming content at ultra-competitive prices.
A successful digital transformation requires leadership from the top down. This helps ensure alignment and commitment to change across the organization, and reduces resistance to digital initiatives. It also allows leaders to make strategic adjustments when needed.
While a CEO can drive digital transformation, it’s difficult to implement without the involvement of other key executives. This is why many organizations form cross-functional teams to drive digital transformation. Additionally, partnering with a professional services firm can help accelerate time to business value and ensure success.
In recent years, academics have provided in-depth knowledge regarding digital transformation through systematic literature reviews within various industries. However, these studies are dispersed and do not provide a holistic view of the DT phenomenon. The goal of this paper is to address this gap by conducting a meta-review to synthesize the current state of knowledge on DT.