{"id":6603,"date":"2020-04-29T16:04:59","date_gmt":"2020-04-29T16:04:59","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=6603"},"modified":"2020-04-29T16:04:59","modified_gmt":"2020-04-29T16:04:59","slug":"measure-digital-transformation","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/measure-digital-transformation\/","title":{"rendered":"How Do You Measure Digital Transformation? 5 Metrics to Know"},"content":{"rendered":"\r\n<p><span style=\"font-weight: 400\">Executing a<\/span><a href=\"https:\/\/www.walkme.com\/glossary\/digital-transformation\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> digital transformation<\/span><\/a><span style=\"font-weight: 400\"> initiative is a major undertaking for even the most experienced CIO. But the work doesn\u2019t end there. Creating meaningful KPIs can be an even more taxing experience.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Measuring digital transformation progress is such a challenge that many companies avoid monitoring it altogether. They get so caught up in the excitement of launching a groundbreaking digital transformation initiative, that drier matters like KPIs get pushed to the background.<\/span><\/p>\r\n<h2><span style=\"font-weight: 400\">Without a framework to measure digital transformation, success will evade you<\/span><\/h2>\r\n<p><span style=\"font-weight: 400\">Unfortunately, this an oversight that<\/span><a href=\"https:\/\/www.walkme.com\/blog\/digital-transformation-goals\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> cripples many transformations<\/span><\/a><span style=\"font-weight: 400\"> before they get off the ground. <\/span><a href=\"https:\/\/www.walkme.com\/content\/the-state-of-digital-adoption-2022\/?t=19&amp;sbtyp=Gated_branded&amp;integcamp=C-Level%20general&amp;3wsum=SO-DA-Infogrph&amp;obj=Lead_Creation&amp;camp=ALL~Q3~2022~Gated_branded~SO-DA-Infogrph~1&amp;&amp;&amp;PcampId=7014G000001H2HKQA0\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">Our State of Digital Adoption 2022-2023 report<\/span><\/a><span style=\"font-weight: 400\"> found that enterprises failed to meet 59% of their digital projects KPIs in the past year.<\/span><\/p>\r\n<p><span><a href=\"http:\/\/https:\/\/www.walkme.com\/content\/the-state-of-digital-adoption-2022\/?t=19&amp;PcampId=7014G000001H1xUQAS&amp;utm_source=category-creation_cross&amp;utm_medium=direct_walkme-blog&amp;utm_content=soda_2022&amp;utm_campaign=top_all_blog-gated-content-soda&amp;utm_term=general&amp;camp=top_all_blog-gated-content-sod\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-14848\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2023\/04\/State-of-Digital-Adoption_67643bf1.png?w=300&#038;h=157&#038;crop=1\" alt=\"State of Digital Adoption_67643bf1\" width=\"800\" height=\"419\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2023\/04\/State-of-Digital-Adoption_67643bf1.png 1200w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2023\/04\/State-of-Digital-Adoption_67643bf1.png?resize=300,157 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2023\/04\/State-of-Digital-Adoption_67643bf1.png?resize=1024,536 1024w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/a><\/span><\/p>\r\n<p><span style=\"font-weight: 400\">But with a developed system for monitoring progress and identifying weak points, it\u2019s possible to course-correct along the way to achieve greater success and<\/span><a href=\"https:\/\/change.walkme.com\/strategies-for-organizational-transformation\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> achieve organizational transformation<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Pinning down metrics to measure digital transformation is a challenge. When digital transformation looks different for all organizations, there are no universal metrics that apply to all enterprises.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Where some companies are introducing digital systems for the first time, others are<\/span><a href=\"https:\/\/www.walkme.com\/blog\/version-updates-digital-adoption-plan\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> migrating from legacy systems<\/span><\/a><span style=\"font-weight: 400\"> to more sophisticated cloud-based platforms. Still, others are adding new apps and tools in a piecemeal fashion to supplement their existing digital activities.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Moreover, digital transformations can take place on an enterprise-wide scale or within a particular department. The lack of consistency in digital transformation initiatives makes creating KPIs a challenge.<\/span><\/p>\r\n<h2><span style=\"font-weight: 400\">The best KPIs to measure digital transformation progress<\/span><\/h2>\r\n<p><span style=\"font-weight: 400\">There are many ways to assess the progress and efficacy of your digital transformation efforts. Here, we\u2019ll cover five important metrics.<\/span><\/p>\r\n<ul>\r\n\t<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Measure the number of users relative to the number of licenses purchased<\/span><\/li>\r\n\t<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Analyze the breadth and limitations of usability<\/span><\/li>\r\n\t<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Count the number of processes performed on new software<\/span><\/li>\r\n\t<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Productivity indicators<\/span><\/li>\r\n\t<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Amount of new revenue attributed to digital investments<\/span><\/li>\r\n<\/ul>\r\n<h3><span style=\"font-weight: 400\">1. Measure the number of users relative to the number of licenses purchased<\/span><\/h3>\r\n<p><span style=\"font-weight: 400\">One way to measure the effectiveness of your digital undertakings is by comparing the number of licenses you purchased to the number of employees who are actually utilizing the software.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">This measurement gives you a basic sense of the adoption rate of your software investment.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">For instance, if you see that 90% of your licenses are being used, you can assume that the tool has been adopted. If just 30% of your licenses are being used, lack of<\/span><a href=\"https:\/\/www.walkme.com\/glossary\/digital-adoption\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> digital adoption<\/span><\/a><span style=\"font-weight: 400\"> is an obvious barrier.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">But if you want to truly understand how your investments are being used to promote your<\/span><a href=\"https:\/\/www.walkme.com\/blog\/digital-strategy\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> digital strategy<\/span><\/a><span style=\"font-weight: 400\">, you\u2019ll want to take a closer look at digital adoption.<\/span><\/p>\r\n<h3><span style=\"font-weight: 400\">2. Analyze the breadth and limitations of usability<\/span><\/h3>\r\n<p><span style=\"font-weight: 400\">Measuring exactly how your digital tools are being used will give you a clearer picture of how well your employees have adopted the tools and actually achieve meaningful benefits.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">To do this, you\u2019ll need a solution that enables you to view the user journey and analyze where<\/span><a href=\"https:\/\/www.walkme.com\/blog\/software-frustration-business-processes\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> bottlenecks and friction<\/span><\/a><span style=\"font-weight: 400\"> occur. WalkMe\u2019s<\/span><a href=\"https:\/\/www.walkme.com\/glossary\/digital-adoption-platform\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> Digital Adoption Platform (DAP)<\/span><\/a><span style=\"font-weight: 400\"> provides such information via its<\/span><a href=\"https:\/\/support.walkme.com\/knowledge-base\/what-is-the-new-insights\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> Insights<\/span><\/a><span style=\"font-weight: 400\"> layer.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">With Insights, you receive the full picture of adoption, which is one of the strongest indicators of overall digital transformation success. You can see where each individual user struggles in processes, which features are being underutilized, and how to improve usability.<\/span><\/p>\r\n<h3><span style=\"font-weight: 400\">3. Count the number of processes performed on new software<\/span><\/h3>\r\n<p><span style=\"font-weight: 400\">In addition to understanding the overall level of adoption and usability, you\u2019ll want to know<\/span><a href=\"https:\/\/www.walkme.com\/blog\/digital-fatigue-business-process\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> how many processes<\/span><\/a><span style=\"font-weight: 400\"> are being performed on your new software. This will give you an idea of how much value your software investment is bringing.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Realizing that few processes are being utilized can indicate a couple of different things. One is that the tool itself isn\u2019t as relevant to the needs of your employees as you initially thought. The other possibility is a lack of digital adoption.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">If this is the case, Insights from DAP can pinpoint the reason why. If poor usability is standing in the way, insights into the user journey can show you areas to simplify processes, provide greater training, or introduce automation or other targeted interventions.<\/span><\/p>\r\n<h3><span style=\"font-weight: 400\">4. Productivity indicators<\/span><\/h3>\r\n<p><span style=\"font-weight: 400\">Digital transformation is not a standalone initiative. Each<\/span><a href=\"https:\/\/www.walkme.com\/blog\/digital-adoption-solution\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> digital investment<\/span><\/a><span style=\"font-weight: 400\"> you make should support the broader goals of your business strategy.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">There are many ways to measure the impact of your digital transformation on your overall strategy. One of them is<\/span><a href=\"https:\/\/www.walkme.com\/blog\/451-research-reports-on-walkmes-digital-adoption-platform\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> productivity<\/span><\/a><span style=\"font-weight: 400\">, which is generally understood as the volume or value of outputs relative to the time and resources invested.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">For example, if you invested in a digital tool to support<\/span><a href=\"https:\/\/www.walkme.com\/blog\/deliver-more-value-to-customers\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> customer support<\/span><\/a><span style=\"font-weight: 400\">, you can measure how many more support tickets your team was able to handle since implementing the new system.<\/span><\/p>\r\n<p><a href=\"http:\/\/walkme.social\/AnchorLinkBlog\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">Like what you\u2019re reading? Subscribe to the blog for fresh insights delivered right to your inbox!<\/span><\/a><\/p>\r\n<h3><span style=\"font-weight: 400\">5. Amount of new revenue attributed to digital investments<\/span><\/h3>\r\n<p><span style=\"font-weight: 400\">Similar to measuring productivity, you can measure how much your digital investments influence revenue.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">For example, if you introduce automation into your customer journey, you can track how many prospects interacted with the tools and compare how many among them became paying customers.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Internally, you can see how various digital tools support efforts to bring in more business or improve operational efficiency.<\/span><\/p>\r\n<h2><span style=\"font-weight: 400\">Focus on the right metrics and guide your initiative to success<\/span><\/h2>\r\n<p><span style=\"font-weight: 400\"><img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-15125\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-1-min_364633bd.jpg?w=300&#038;h=190&#038;crop=1\" alt=\"How Do You Measure Digital Transformation? 5 Metrics to Know\" width=\"800\" height=\"506\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-1-min_364633bd.jpg 1450w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-1-min_364633bd.jpg?resize=300,190 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-1-min_364633bd.jpg?resize=1024,648 1024w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-1-min_364633bd.jpg?resize=80,50 80w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-1-min_364633bd.jpg?resize=725,460 725w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-1-min_364633bd.jpg?resize=221,140 221w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-1-min_364633bd.jpg?resize=265,168 265w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-1-min_364633bd.jpg?resize=556,352 556w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Digital transformation may vary tremendously from organization to organization, but there are some common metrics you can depend on to measure the<\/span><a href=\"https:\/\/www.walkme.com\/blog\/digital-change\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> success of digital initiatives<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Success requires consistent monitoring and course-correction based on what you find out. A reliable analytics system that provides clear insights on platform usability is fundamental to understanding key metrics like usability and adoption.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">No matter which metrics are most important to you, the first step to achieving the ROI you set out for is determining<\/span><a href=\"https:\/\/www.walkme.com\/blog\/measure-digital-transformation\/\"><span style=\"font-weight: 400\"> how to measure digital transformation<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\"><\/span><\/p>\r\n<h2><span style=\"font-weight: 400\">Which factors impact the choice of KPIs<\/span><\/h2>\r\n<p><span style=\"font-weight: 400\">The above metrics are among the most fundamental to implement during any digital transformation effort, but they are not the final word on KPIs.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">A number of other factors can affect the metrics that are chosen, including:<\/span><\/p>\r\n<p><b>The goals of the digital transformation program. <\/b><span style=\"font-weight: 400\">The stated goals of a transformation effort will be the primary areas to focus on when developing metrics. These goals should be quantifiable, measurable, and they should be directly tied to improving specific business outcomes.<\/span><\/p>\r\n<p><b>External circumstances. <\/b><span style=\"font-weight: 400\">Today\u2019s business environment is continually changing, and those changes often dictate the direction of digital transformation efforts. Since the modern business world is so fast-paced, enterprise transformation programs should stay adaptable and agile as much as possible. This also means that measurements themselves should be ready to adapt to external circumstances if needed.<\/span><\/p>\r\n<p><b>Which technology is being adopted.<\/b><span style=\"font-weight: 400\"> In most cases, digital transformation involves digital adoption, which is why digital adoption metrics should be prioritized. Measuring digital adoption helps organizations improve employee productivity, software utilization, and the ROI of their technology efforts.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">At the end of the day, digital transformation is aimed at helping an organization adapt and thrive in the digital economy, so it only makes sense that digital transformation programs themselves adhere to best practices that support that aim. The more adaptable and responsive that digital<\/span><a href=\"https:\/\/www.walkme.com\/glossary\/digital-transformation\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> transformation leaders<\/span><\/a><span style=\"font-weight: 400\"> are when it comes to their own initiatives \u2013 including the way they measure and evaluate their programs \u2013 the more successful their programs will be.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Of course, success does not just depend on the execution of a digital transformation, but also on its scope and direction.<\/span><\/p>\r\n<h2><span style=\"font-weight: 400\">How to set the right digital transformation agenda<\/span><\/h2>\r\n<p><span style=\"font-weight: 400\"><img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-15126\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-2-min_064633bd.jpg?w=300&#038;h=190&#038;crop=1\" alt=\"How Do You Measure Digital Transformation? 5 Metrics to Know\" width=\"800\" height=\"506\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-2-min_064633bd.jpg 1450w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-2-min_064633bd.jpg?resize=300,190 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-2-min_064633bd.jpg?resize=1024,648 1024w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-2-min_064633bd.jpg?resize=80,50 80w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-2-min_064633bd.jpg?resize=725,460 725w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-2-min_064633bd.jpg?resize=221,140 221w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-2-min_064633bd.jpg?resize=265,168 265w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/image-banner-2-min_064633bd.jpg?resize=556,352 556w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Since measurements will be focused on understanding and improving the goals of the transformation program, it is important to have a clear set of \u201c<\/span><a href=\"https:\/\/www2.deloitte.com\/us\/en\/insights\/focus\/industry-4-0\/digital-transformation-strategic-guardrails.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">strategic guardrails<\/span><\/a><span style=\"font-weight: 400\">\u201d when designing a transformation agenda.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">That is, business leaders should create a well-defined set of goals for the transformation effort, rather than simply purchasing and deploying new technology in an effort to stay modern. IT modernization is an important piece of the digital transformation puzzle, of course, but it is only part of the overall purpose of digital transformation.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Explore the biggest challenges that hinder digital adoption and find out how to overcome these hurdles with cutting-edge solutions in <\/span><a href=\"https:\/\/www.walkme.com\/content\/digital-adoption-for-dummies\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">the WalkMe special edition of Digital Adoption for Dummies<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Here are a few common aims that organizations pursue as part of their transformation programs, which then, in turn, form the basis for metrics and measurements:<\/span><\/p>\r\n<h3><span style=\"font-weight: 400\">Digital maturity<\/span><\/h3>\r\n<p><a href=\"https:\/\/www.walkme.com\/blog\/what-is-digital-maturity\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"><img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-15123\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/Frame-5-min_264633bc.jpg?w=300&#038;h=272&#038;crop=1\" alt=\"How Do You Measure Digital Transformation? 5 Metrics to Know\" width=\"800\" height=\"724\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/Frame-5-min_264633bc.jpg 1429w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/Frame-5-min_264633bc.jpg?resize=300,272 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/Frame-5-min_264633bc.jpg?resize=1024,927 1024w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/Frame-5-min_264633bc.jpg?resize=220,200 220w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/span><\/a><\/p>\r\n<p><a href=\"https:\/\/www.walkme.com\/blog\/what-is-digital-maturity\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">Digital maturity<\/span><\/a><span style=\"font-weight: 400\"> is a scale that defines an organization\u2019s overall digital capabilities. It refers to the digital tools and the IT infrastructure of an organization, as well as other important factors that impact those capabilities, such as employee skill levels, the integration of the digital workplace, and how much software is being utilized.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">There are a number of different models of digital maturity, but they generally are built upon a simple scale.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">At the bottom of the scale lies the least digitally mature organizations, with little or no digital capabilities. Organizations lack the right tools, and the tools they do have are poorly integrated and implemented. Employees, likewise, don\u2019t have the required skills to operate those tools.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">The most digitally mature organizations reside at the top of the scale. These organizations are more digitally capable, having a digitally savvy workforce, integrated technology stacks, and they leverage all of these capabilities to further the organization\u2019s strategic aims.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Since digital technology continually evolves, it could be argued that there is no such thing as 100% digital maturity \u2013 only continual digital evolution.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Regardless, there are massive benefits to becoming more digitally mature, which can range from improved<\/span><a href=\"https:\/\/www.walkme.com\/blog\/ibm-takes-customer-experience-to-the-next-level-with-walkme\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> customer experience<\/span><\/a><span style=\"font-weight: 400\"> to increased business efficiency to better organizational agility.\u00a0<\/span><\/p>\r\n<h3><span style=\"font-weight: 400\">Organizational agility<\/span><\/h3>\r\n<p><span style=\"font-weight: 400\">Organizational agility refers to how quickly an organization can respond and<\/span><a href=\"https:\/\/www.walkme.com\/blog\/5-types-of-organizational-change\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> adapt to changing circumstances.\u00a0<\/span><\/a><\/p>\r\n<p><span style=\"font-weight: 400\">Like agile software developers, agile businesses are less interested in static processes and more interested in reacting to real-world conditions in real-time.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Many organizations recognize the value of speed in today\u2019s fast-paced economy: speed can help businesses outpace competitors, respond to customer needs more quickly, and become more successful. Digital transformation programs will often aim to improve organizational agility for these reasons, while also implementing agile<\/span><a href=\"https:\/\/www.walkme.com\/blog\/5-types-of-organizational-change\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> organizational changes<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Boosts to organizational agility often serve other strategic aims, such as improving organizational performance, increasing product innovation, or enhancing the customer experience.<\/span><\/p>\r\n<h3><span style=\"font-weight: 400\">Customer experience improvements<\/span><\/h3>\r\n<p><span style=\"font-weight: 400\">The customer experience has become a<\/span><a href=\"https:\/\/www.martechadvisor.com\/articles\/customer-experience-2\/customer-experience-a-key-brand-differentiator\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> competitive differentiator<\/span><\/a><span style=\"font-weight: 400\"> in the digital age. When businesses can develop the same types of products at the same costs, the experience is often what differentiates those products or services.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">There are plenty of statistics to back this up.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">According to<\/span><a href=\"https:\/\/www.merkleinc.com\/thought-leadership\/white-papers\/experience-impact?zd_source=mta&amp;zd_campaign=14427&amp;zd_term=tjclaridge\" target=\"_blank\" rel=\"nofollow noopener\"><span style=\"font-weight: 400\"> Merkle<\/span><\/a><span style=\"font-weight: 400\">, for instance, two-thirds of customers care more about the experience than the price when making brand decisions. And a<\/span><a href=\"https:\/\/cmo.adobe.com\/articles\/2020\/2\/digital-trends-study--2020-is-the-year-of-cx-centric-business-tr.html#gs.5gsa1l\" target=\"_blank\" rel=\"nofollow noopener\"><span style=\"font-weight: 400\"> 2020 report by Adobe and Econsultancy<\/span><\/a><span style=\"font-weight: 400\"> found that companies that prioritized and effectively managed customer experience were three times more likely to have exceeded their business goals than their peers.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Reasons such as these compel many organizations to undertake digital transformation efforts that aim to improve and modernize the customer experience.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">The specific tactics can vary. Some organizations<\/span><a href=\"https:\/\/www.walkme.com\/solutions\/use-case\/customer-success\/?t=21&amp;camp=walkme-blog\"><span style=\"font-weight: 400\"> drive customer success<\/span><\/a><span style=\"font-weight: 400\"> through improved personalization and back-end tools that create unified views of the customer. Other organizations focus on improving product design or improving marketing programs.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Regardless of the specifics, digital transformation agendas often put the spotlight on the customer experience \u2013 which, in turn, means that digital transformation metrics should track this aim closely.<\/span><\/p>\r\n<p><iframe loading=\"lazy\" title=\"Digital Transformation in the 21st Century.mp4\" src=\"https:\/\/player.vimeo.com\/video\/631773172?dnt=1&amp;app_id=122963\" width=\"640\" height=\"360\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture; clipboard-write\"><\/iframe><\/p>\r\n<h3><span style=\"font-weight: 400\">Business continuity<\/span><\/h3>\r\n<p><span style=\"font-weight: 400\">Ensuring the continued, uninterrupted flow of business is also a major focal point during the disruptive digital age.\u00a0<\/span><\/p>\r\n<p><a href=\"https:\/\/www.walkme.com\/knowledge\/wfh-with-walkmes-digital-adoption-platform\/?t=21&amp;camp=walkme-blog\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">Business continuity<\/span><\/a><span style=\"font-weight: 400\"> became even more of a concern for businesses during the COVID-19 crisis of 2020, when many businesses\u2019 operations were threatened. Though <\/span><a href=\"https:\/\/www.walkme.com\/blog\/what-is-telecommuting\/\"><span style=\"font-weight: 400\">telecommuting<\/span><\/a><span style=\"font-weight: 400\"> certainly has its perks, the overnight transition from an office culture to a work-from-home culture took many organizations off guard.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">The most digitally mature and flexible organizations \u2013 in terms of their technology, culture, and business processes \u2013 can minimize the negative impacts of disruptions such as these.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Digital transformation programs designed to enable<\/span><a href=\"https:\/\/www.walkme.com\/blog\/business-continuity-planning\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> business continuity<\/span><\/a><span style=\"font-weight: 400\"> often aim at improving employees\u2019 digital skills, enhancing their ability to<\/span><a href=\"https:\/\/www.walkme.com\/blog\/wfh-model\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> work from home<\/span><\/a><span style=\"font-weight: 400\">, and revamping business operations to fit changing business conditions.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">This list of digital transformation objectives is certainly not exhaustive, but it should offer some insight into how metrics are assigned and tracked. Businesses that truly want to measure their digital transformations effectively, though, should understand the role that metrics play in fueling transformation \u2013 as well as what it takes to execute successful digital change.<\/span><\/p>\r\n<h2><span style=\"font-weight: 400\">How to choose the right measurement software<\/span><\/h2>\r\n<p><span style=\"font-weight: 400\">Every organization measuring its digital transformation progress will certainly implement a number of measurement tools. Since the choice of these tools will affect the efficiency of measurement efforts \u2013 not to mention the workloads and workflows of those who will use them \u2013 the right tools can make a big difference in the overall flow of the transformation program.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Here are a few considerations to keep in mind when evaluating analytics software:<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">What areas need to be measured. Before choosing software, transformation managers should have already chosen a few key areas to track, if not a set of specific metrics. Areas to track include those already mentioned: the articulated goals of the digital transformation effort, digital adoption metrics, software implementation and utilization, and so forth. With these areas decided, it will be much easier to choose the most appropriate and efficient measurement tools.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">What the software measures. The first consideration when examining tools is what the tool actually measures.<\/span><a href=\"https:\/\/www.walkme.com\/digital-adoption-platform\/?t=21&amp;camp=walkme-blog\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"> Digital adoption platforms (DAPs)<\/span><\/a><span style=\"font-weight: 400\">, for example, can provide in-depth information on how users interact with software. This type of information proves invaluable when implementing new digital software, since it can be used to improve employees\u2019 proficiency and productivity, as well as software ROI.<\/span><\/p>\r\n<p><a href=\"https:\/\/www.walkme.com\/blog\/wfh-workforce\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\"><img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-15124\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/Frame-6-min_7964633b.jpg?w=300&#038;h=180&#038;crop=1\" alt=\"How Do You Measure Digital Transformation? 5 Metrics to Know\" width=\"800\" height=\"481\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/Frame-6-min_7964633b.jpg 1429w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/Frame-6-min_7964633b.jpg?resize=300,180 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/Frame-6-min_7964633b.jpg?resize=1024,616 1024w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/04\/Frame-6-min_7964633b.jpg?resize=296,177 296w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/span><\/a><\/p>\r\n<p><a href=\"https:\/\/www.walkme.com\/blog\/wfh-workforce\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">WalkMe Workstation<\/span><\/a><span style=\"font-weight: 400\"> is key to business continuity and allows for visibility into software usage<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">How usable it is. Not all software tools are equally usable. Some can provide insights, but only after tedious and extensive fine-tuning. If a digital transformation initiative involves multiple stages, these adjustments could prove very taxing and costly. Ease of use, therefore, should be another top concern when evaluating analytics products and vendors.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">How that software integrates with existing technology stacks. Most modern software platforms recognize the need to integrate within their technological ecosystem. Salesforce, for example, integrates with thousands of other products, making it that much easier to fit into existing workflows.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Every software platform has benefits and drawbacks \u2013 some are easier to use than others, some are more affordable, and some offer deeper insights. For these reasons, it is important to choose the right tool for the job. But it is also crucial to focus not just on individual tools, but on how they fit together as a whole. The right analytics toolbox, or stack, can help streamline measurement efforts while providing more useful and relevant information to program managers.<\/span><\/p>\r\n<h2><span style=\"font-weight: 400\">Measure digital transformation effectively\u00a0<\/span><\/h2>\r\n<p><span style=\"font-weight: 400\">Having the ability to measure digital transformation efforts is one of the most crucial capabilities to develop when roadmapping any digital change initiative. Yet all too often, organizations eagerly adopt new digital technologies or initiatives without a systematic approach to measurement, analysis, and improvement.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">And while it is true that the right digital transformation efforts can radically improve many areas of a business, as with any other organizational change, how such changes are implemented has a direct impact on their success.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\">Taking a structured approach to digital transformation means developing a goal-oriented strategy, managing change at the individual level, and, just as importantly, measuring the transformation effort.<\/span><\/p>\r\n<p><span style=\"font-weight: 400\"><\/span><\/p>\r\n","protected":false},"excerpt":{"rendered":"Executing a digital transformation initiative is a major undertaking for even the most experienced CIO. But the work doesn\u2019t end<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":15127,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[89],"tags":[201,110,153],"class_list":["post-6603","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-transformation","tag-digital-adoption","tag-digital-transformation","tag-wmb-dt"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Measure Digital Transformation Success: 5 Essential Metrics to Know<\/title>\n<meta name=\"description\" content=\"Boost the success of your digital transformation initiative with this guide. 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