Digital transformation: Bridging the gap between expectations and outcomes

Digital transformation is front and center for all of our customers today. Getting digital right is paramount to their success. Those that successfully transform place in the top quartile of their industries, and those that do not are threatened with disruption. In today’s environment, a company’s digital strategy needs to sit at the foundation of its overall corporate strategy.

However, the promise of digital has yet to be achieved, because digital transformation has primarily been driven by the creation of digital channels and the implementation of technology. Digital transformation is more than digital engagement and includes digitisation across all industry processes. Technology plays a critical role in enabling change, but it does not guarantee transformation on its own.

Successful transformation requires digital intelligence—the all-important combination of domain and data, talent and technology—to create the context needed to enable successful customer engagements. That context enables companies to find opportunities to improve customer experience, execute more intelligently, and grow profitably. Digital intelligence is how EXL is able to orchestrate human talent and complex, interdependent technologies such as robotics, analytics, and AI to deliver tailored, breakthrough results.

We partnered with Harvard Business Review Analytic Services on a survey of more than 800 global executives across the business spectrum, including hundreds from the industries we most closely serve. The study clearly shows the gap between expectations and outcomes, and its findings are presented in the following pages.

Download this report for analysis of the research findings.