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  1. Provides basic concepts of Digital Transformation and its impact on customer experience.
  2. Provides frameworks for managing organizational resistance to change before, during and after digital transformation.
  3. Provides guidelines on how to change employee mindsets, behaviors, organizational culture and develop capabilities to support digital transformation.


According to Forbes, 70% of all Digital Transformations fail most often due to organizational resistance to change. This presentation provides an overview of Digital Transformation with a strong focus on the soft aspects: changing employee mindsets and behaviors as well as the organizational culture and developing capabilities.

This document provides practical guidelines on developing a solid cultural foundation and the various frameworks/models for change management. It also serves as complementary materials to a digital transformation strategy and deployment guide.

Finally, this presentation helps to clarify the fuzziness around Digital Transformation and prepares key stakeholders in the organization for the Digital Transformation journey.


1. Acquire knowledge on the principles and key concepts of digital transformation
2. Understand the soft aspects of Digital Transformation - people, organization and change management
3. Identify the pitfalls to avoid and define the critical success factors of digital transformation


1. Introduction & Key Concepts of Digital Transformation
Some Statistics on Digital Transformation
The Era of Smart Customers
The Speed of Change is Increasing Rapidly
Mindset of a Traditional Digital Transformation Thinker
Digital Transformation is Based on Design Thinking Principles
Traditional Thinking vs. Design Thinking
Three Lenses of Human Centered Design
Martec's Law
Soft Skills are Essential to Ensure Digital Transformation Management
Digital Transformation Defined
Digital Disruption vs. Digital Transformation
Examples of Disruptive Companies
Companies that Succeeded & Failed at Digital Transformation
Five Key Digital Technologies Transforming Industry & Commerce
Customer Journeys
Omni-channel is a Prerequisite to Great Customer Experience
Companies Use Digital Transformations to...
Important Metrics for Tracking Digital Transformation
Benefits of Digital Transformation
The Journey of Digital Transformation

2. Organizational Impact of Digital Transformation
Challenges in Delivering Full End-to-end Customer Experience
A Solid Cultural Foundation is Essential to Ensure Digital Transformation Management
Impact on the Employees
Three Steps Companies Can Take
Areas for Skills Development
Impact on the Role of Management
Impact on Process Structures
Marketing & IT Can Impact Customer Experience through Collaboration & Change

3. Guidelines for Change Management
Understand Why People Fear Change
Understanding Responses to Change - The Enrollment Curve
Prepare & Coach Change Leaders
The Change Curve
Plan Long Term for Real Change
Business Model Canvas
Change Management Process
The McKinsey 7-S Framework
Sources of Team Conflict
Lencioni's Five Dysfunctions of a Team Model
Tuckman's Model of Team Development
Principles of Communication for Change Management
Szpekman's Communication Framework
Ulrich's HR Competency Model
Training Needs Analysis Framework
Emotional Competence Framework

4. Pitfalls to Avoid & Critical Success Factors
Ten Pitfalls to Avoid
Critical Success Factors for Digital Transformation

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Source: Digital Transformation: People, Organization & Change PowerPoint document

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Digital Transformation: People, Organization & Change

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File Type: PowerPoint (pptx)

File Size: 20 MB

Number of Slides: 103 (includes cover, transition slides)

Related Topic(s): Digital Transformation

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Initial upload date (first version): Jun 28, 2020
Most recent version published: Aug 25, 2021

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