It’s the term on everyone’s lips: digital adoption.
From CEOs and CIOs of global enterprises, to small business leaders and entrepreneurs, digital adoption is a hot topic.
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The very fact that you’re reading this is evidence.
But what is digital adoption? Doesn’t it just mean using digital systems? Actually, no. There’s much more to it than that.
And it’s critical that you understand what is digital adoption, because it could be the key to your organization surviving (and thriving) in the digital revolution.
“The future of business favors tech-heavy processes, and businesses that fail to adapt to the digital world will fall behind.” Manish Dudharejia, business.com
What is digital adoption?
Leading Digital Adoption Platform provider, WalkMe, provides some useful information on this topic.
What is digital adoption?
“Achieving a state in which digital tools are being used as intended, and to their fullest extent.” WalkMe
So it’s not just about using digital systems. It’s about being so comfortable with using them that they become second nature.
Take your TV, for instance. No doubt, you’ve got an internet-connected TV (64% of US households do). But can you use it comfortably and to its fullest extent?
Smart TVs contain a multitude of entertainment and channel apps, like YouTube and Netflix. Then there’s Apple TV and Google Chromecast. Plus on-demand, pausing live TV, internet browsing, and social media.
Chances are you’re still more comfortable flicking through the free-to-air channels.
Another example: You’re at work. You’ve picked up some additional workload due to a special project or the temporary absence of a team member. This requires you to log into and use a system with which you’re pretty unfamiliar.
Everyone was trained in how to use this system when it was introduced. But that was a long time ago. Now, you stare blankly at the dashboard trying to recall the steps to complete your task. The clock is ticking and time is being wasted.
This is not digital adoption.
Digital adoption is using a tool as effortlessly as brushing your teeth — the way you probably use your smartphone, for example.
Note: Digital adoption is not the same as digital transformation. The latter is the process of updating all operations within an organization to match the evolution of the digital world. Digital transformation cannot work, however, without successful digital adoption.
What is digital adoption for small business?
Digital adoption should not be dismissed by small businesses as a “nice to have”. Smart business leaders will see digital adoption as a means to do more in less time, with less effort.
Take automation, for example. Small businesses have been able to automate their marketing emails for over a decade. Now, AI-powered chatbots can handle mundane tasks for customer service agents, while they can focus on more pressing duties.
Developing a strong digital adoption strategy is a genius move for businesses struggling to keep up with customer demand and/or internal responsibilities. Adopting a digital-first approach improves productivity and helps rapidly expanding businesses to grow successfully.
With the help of Big Data and machine learning, digital programs allow companies to understand their audience better. This in depth knowledge can boost the customer experience and facilitate growth into new markets.
What is digital adoption within large enterprise?
Large, traditional enterprises are most at risk of failure when it comes to digital transformation projects. This is often due to more attention being given to implementation and less to adoption.
Big companies roll out new pricey platforms and software but forget about their users. Too often, executives base their digital decisions on price, aesthetic, or trendiness, instead of how the tools are going to be received and learned.
Ultimately, employees who don’t like or don’t understand a new tool will continue using legacy systems and/or their performance will suffer. Worse, poorly introducing new systems to customers can result in churn.
There’s no doubt about it; digital adoption is tough.
“Convincing the leadership at your organization that you need to ‘go digital’ is one thing. Actually getting everyone to use the platforms, tools and services you select is another.” Philip Kushmaro, CIO.com
So what’s the answer? How to nail digital adoption
This is where the Digital Adoption Platform (DAP) comes in.
“Effective digital adoption needs a solid foundation, so by using a tech-forward training system, employees will be more empowered and prepared for future changes.” Manish Dudharejia, business.com
A DAP removes the uncertainty from digital adoption. An algorithmic guidance layer, the DAP can be applied to new tools, software, and systems. It’s there to provide contextual training to users, whether employees or customers.
WalkMe pioneered the DAP, which counters the “forgetting curve” that comes with traditional training methods.
Research shows that we forget 90% of what we’ve learned after just one week. The DAP provides guidance actually at the time of need, to accelerate and improve digital adoption.
Whether you’re in big business or small, don’t overlook the importance of digital adoption. What is digital adoption? It’s the key to your digital transformation, maybe even your business success.