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Business is not business as usual

COVID-19 has affected everyone; it is a global phenomenon that has forced all sectors to rethink and strategize, prompting many companies to implement emergency telework plans and use various digital platforms.

Simultaneously, many organizations are looking for a solution that offers content design and development with data analytics that would accelerate software adoption and serve customers more effectively.

A low-code software platform has been developed to enable organizations to measure, drive and act to maximize the effectiveness of their digital transformation and accelerate the return on investment in software applications. This low-code software is a digital adoption platform (DAP) that allows teams to add on-screen navigation guidance to websites and apps without recoding them.

In an exclusive interview with Mohit Sagar, Group Managing Director and Editor-in-Chief of OpenGov Asia, Rafael Sweary, Chairman and Co-Founder of WalkMe, explained the latest trends in digital transformation and innovation. The explanation was accompanied by a demonstration of the website during the interview.

Due to the many complexities involved, digital transformation used to be a lengthy process that could take months to complete for businesses. These days, the transition can be completed in weeks or even days.

“The purpose of technology is to help people. Instead of trying to figure out the systems and figure out how to run the systems, you would tell the program what to do and the platform would walk you through the process and do it for you, making you much more efficient and focused on your task,” says Raphael.

WalkMe guides end users through the business applications used in today’s workplace, identifying pauses and hesitations to provide real-time on-screen assistance without having to switch between interfaces. Rafael shared that digital adoption has three main goals: 1) Data – we need to unlock visibility into the technology stack and the workflows needed to complete a business process through the use of software, 2) Action – take action directly above the app to automate mundane tasks, allowing end users to focus on their most valuable work, and 3) Experience – Data and action will drive the perfect experience for the end user, no matter where they are in the organization.

The trends driving the next normal

In his article – Focus on the Future: The Dawn of the Next Normal is Brighter Than You Might Think – Rafael discusses the transition from crisis to a new era. In the long term, he sees four important changes that will alter corporate conventions.

The first is the new business continuity planning (BCP) paradigm. Continuity was usually done with a short-term crisis in mind, such as a data leak or an accident. Most companies had not planned a COVID-19 scale event.

The pandemic has changed the current planning context, pushing organizations to accept and face a new reality. Most leaders now agree that BCP must also consider long-term type possibilities, ensuring that a business is nimble and adaptable to any situation.

Second, remote capabilities are now an essential component of businesses to remain functional in any situation. When the pandemic started in 2020, most companies were forced to implement a work-from-home policy, regardless of their preparedness. Organizations quickly recognized that their reliance on technology was increasing, and to support their staff they needed the right digital tools.

However, companies will need to examine their technology to improve communication, onboarding and training, productivity and employee engagement as the trend towards permanent remote work continues.

Rafael believes that the third major change concerns the corporate culture and that it will continue to evolve. Overall, companies recognize that employees are their greatest asset. The greater the investment and care of employees, the greater the chance that a business will thrive in the next normal.

Undeniably, the Covid-19 pandemic has had a major and rapid impact on the workplace, with companies going to great lengths to create a distinct culture that reflects their views and keeps employees happy, engaged and feeling supported.

The fourth change, Rafael suggests, is that digital offerings will generate revenue in the future. Industries are entering a contactless era where all goods and services can be obtained through technological means. To that end, businesses will need to invest in easy-to-use digital offerings for their customers and employees.

Businesses that cannot serve their customers digitally have suffered greatly and are struggling to recover. The Next Normal is to increase the digitalization of operations and the virtualization of communication.

There’s no denying that technology priorities have changed, Rafael believes. Companies may have tried “nice-to-have” technology before COVID-19, but anything non-essential to core business needs to go now. Budget cuts will affect all businesses, necessitating the need to make the best possible software options to maximize return on investment. Businesses that can find the best technology for their needs will thrive.

Navigating the New and Next Normal

Digital transformation is made up of multiple applications that need to work together and focus on outcomes rather than implementing technologies. Rafael explained that most companies fail to complete their digital transformation journey because they define it mainly by changing many software or platforms and they start digitizing everything simultaneously.

The fundamental changes of digital transformation concern the functioning of organizations and, therefore, the added value for customers. Rafael recommends companies start with the desired outcomes, deploy the chosen platform, and figure out what they want to achieve based on the benchmarks. He added that when thinking about digital transformation, avoid thinking about systems.

“Consider the bottlenecks, obstacles and financial opportunities. Then define success, act on it, start working on it, and assess whether you’ve achieved your goal,” he advises.

Because there is a possibility of multiple outcomes, an organization does not have to worry about just one transformation. Instead, think about the tasks at hand and the aspects of their business they want to change.

Businesses are using new strategies and processes to stay relevant in the face of rapidly changing technology. This change may need to be implemented quickly for the business to reap the benefits and it must constantly adapt and experiment with new technologies.

“We could help them manage the full cycle, starting with the review and ending with benchmarks identifying frictions and detailing project action, among other things,” Rafael offers confidently.

Aside from WalkMe, he says, if companies want to be successful in their digital transformation, they need to focus on results rather than systems implementation.

Undoubtedly, WalkMe is a very successful option. Nearly two thousand organizations around the world use the system, both in the public sector and in the commercial sector. Product managers and application owners can use the software and feature adoption tools and change management solutions this platform provides for web, desktop, and mobile applications.

The platform aims to empower business leaders to realize the potential of their investments in people and technology, which he sees as an organization’s most valuable assets in the digital economy.

WalkMe’s Digital Adoption Platform enterprise-class guidance, engagement, insights and automation platform enables companies to maximize the full value of their digital assets by providing executives with a greater visibility into digital usage and making employees more efficient and productive.

“The next normal is different. We can never ‘go back’, but we are presented with incredible opportunities for better business processes, better work experiences, and stronger companies and products. Jump, now is the time,” advises Rafael.

About Emilie Brandow

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