Here’s a question: What is the elephant in the room for Digital Transformation? Answer: It is that Digital Transformation itself is usually a huge, expensive, and often difficult-to-execute project. (It literally is the elephant of all projects.) Despite the complexity, the reason it is compelling is that it is… transformative.

Yet are there other, perhaps less transformative opportunities, that are sometimes overlooked? Instead of a transformation strategy, can an evolutionary one, focused on continuous improvement and digital opportunity, also move the needle, at least part way? The answer is a resounding yes.

Here are four questions that can uncover these opportunities, and a few ideas:

1. How might digital drive service quality? (Post-sales NPS survey, Digital rewards for service heroes, Video-based training on service quality, Client-accessible knowledge base, Client extranet.)
   
2. How might digital drive sales? (Marketing automation, CRM, Improved digital ad performance, Online community.)
   
3. How might digital drive culture? (Slack or Teams, digital town halls, updated intranet, Internal social media system, collaborative document management system.)
   
4. How might digital drive efficiency? (Tech training, Client and supplier self-serve tools such as an extranet, knowledge base, payment gateways, etc., Digital signatures, Zoom/Teams, iPads, larger monitors.)

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