With Internet of Things you can make your organization smarter and improve the productivity of your employees. With robotics you can offer a better customer experience and guide customers around in your organization. With Artificial Intelligence (AI) you can make the dialogue with your customer smarter, which enables you to help them faster and more accurate with information that matters to them. Digital trends can make the world better.
Digital technologies can be used to improve the life of your customer or at least the service that you provide them. With a digital technology you add more value or get a better result. The implementation of digital technologies is not that easy. They create obstacles, problems, incidents and ethical issues. These challenges are caused by something that changes in your organization. To accommodate these changes, you will need new resources, engage in new partnerships, take on new activities or reassure customers. This does not mean that it is not worth the effort. Certainly not, but it is good to be aware. In short, a digital technology has impact. On your activities, resources, customers, partners, costs, products and services, revenues, channels and processes.
Not every organization is affected equally by this impact. Some struggle more than others. This difference is due to the ability of the organization to deal with a new digital technology and the associated change. The ability take action with respect to this change, and specifically a digital innovation, is called the digital capabilities of an organization. The capabilities focus on the skills of your organization, thus what your organization can do. In the Digital We research program we investigated which digital capabilities are important for digital trends. The research consisted of a literature review and our findings have been tested at, among others, Achmea, T-Mobile, Wehkamp, VGZ, RWS, SNS, Flora Holland and several municipalities. The result is the following five digital capabilities: