Today, enterprises are facing a new challenge. It’s called digital transformation.
Enterprises and government are trying to keep pace with advancements in technology. It’s incredible to think that, only a few short years ago, people across the globe could only communicate via mail. It took weeks, even months, to receive a reply.
Now, we click “send” and our communication is delivered within seconds. At a very basic level, this is digital transformation.
You may also have heard of “digital adoption”. It sounds similar to digital transformation but it’s not the same.
After the digital revolution took off, enterprises purchased new software or digital tools to improve their performance — but execution failed. Why? Because adoption was poor.
To understand the vital importance of digital adoption to today’s enterprises, we must first look at what it is in detail.
What is digital adoption?
Digital adoption is achieved when users of digital tools are utilizing them as intended and to their fullest capability.
Example: you give the latest iPhone to your mother as a birthday gift. She uses it to call you or text the grandchildren occasionally. This is not true digital adoption. The iPhone’s sophisticated features are wasted on her.
Whether the mother in this example doesn’t adopt the iPhone technology completely because she doesn’t know how, or because she doesn’t want to, is irrelevant. She has not achieved true digital adoption.
If she were an employee and the iPhone a piece of enterprise software, she would not be using her digital tool as an asset — nor would the enterprise be getting ROI from the technology.
In today’s digital workplace, the state of adoption affects the whole company’s performance.
So, what is the importance of digital adoption?
Here’s the worst case scenario of poor digital adoption.
Company A purchases the latest piece of enterprise software. The IT department installs it and the employees are notified. Maybe they even receive a manual or some training in how to use the new piece of software.
It takes months to roll out the training in all countries and offices. The manual is long and complex. The employees that do read it aren’t able to absorb all the information fully and have to keep reminding themselves how to perform tasks. The IT helpdesk is flooded with queries.
After a year, an update is released or a competitor releases a solution which has a feature that would be extremely beneficial to Company A. Perhaps a new CIO joins the team and implements the new technology. The training, learning, and adoption cycle begins again.
More money is spent. More time is wasted. Employees become frustrated and disengaged. Productivity and performance suffers. Top talent leaves to join competitor companies.
Company A falls so far behind, it’s never likely to catch up.
Now, at no point throughout that example was digital adoption achieved. Yes, technology was rolled out. But there were serious execution hurdles that prevented the technology from being used properly as an asset to the business.
The importance of digital adoption is accelerating time to competency for users of new digital tools.
The importance of digital adoption for customers
So that’s the importance of digital adoption as far as employee productivity and business competitiveness goes.
What about digital adoption for customers? In a world of vast choice and purchasing power, enterprises must keep customers happy by focusing on the user experience (UX) and customer experience (CX).
If your website or mobile application isn’t adopted completely and effectively by your customers, their experience won’t be great and it won’t take long for them to churn.
Bad experience leads to bad reputation — and in the end, poor sales.
Companies that fully appreciate the importance of digital adoption are using a tool to ensure its success.
This solution is called a Digital Adoption Platform (DAP). The DAP was pioneered by WalkMe. It’s a sophisticated piece of AI that integrates with enterprise software and provides real-time training for its users.
Think of it as an algorithmic layer that acts as a personalized trainer and virtual assistant to digital users.
Because the DAP provides contextual guidance actually at the time of need, there’s no waiting time for training. There’s no unproductive learning curve and no need to worry about the “forgetting curve”.
The DAP ensures ROI on enterprise software because it facilitates adoption.
Enterprises in the midst of digital transformation need to prioritize digital adoption and allocate budget to it. Simply put, it’s the single most important factor that turns enterprise technology into profitable assets.