It's all too true that, where some organisations have sent someone to 'do digital', they've failed, not through lack of enterprise but because the mandate for change did not come from the top.
Our experience of helping insurers achieve digital transformation in insurance claims, is a case in point.
Innovative executives, armed with bright ideas and great intentions hit a brick wall, simply because they end up tinkering, instead of being able to achieve wholesale change.
Once the organisation is fully signed up to digitalisation; it often drives benefits not anticipated at the outset. If the C-suite is involved from the start, more will be achieved, as the green light is given for digitalisation to move into other areas of the business.
Q. Which people within the organisation need to be involved in this? Who should take the lead? A. The short answer is the boardroom. Although these technologies allow you to provide a sleeker digital experience, they actually have many more use-cases. You can provide greater visibility to your frontline agent in the call centre, so they can help customers more quickly. Another benefit is around compliance. It allows you to capture, encrypt, store and easily retrieve all your digital sessions, including web-chats, in a way that is tamper-proof and time-stamped. Hence you can handle disputes in a more efficient manner or provide records in case of an audit. So the people who need to be involved are the C-suite, because the entire organisation can benefit.