Customer and Talent Needs Suffer From Lack of Digital Leadership

Customer and Talent Needs Suffer From Lack of Digital Leadership

Most organizations do not have the digital capabilities required to be competitive today—and executive leaders do not appear to be up to the task of correcting this problem, according to a recent survey from Capgemini. The resulting report, titled “Understanding Digital Mastery Today,” reveals that customer experiences and day-to-day operations are suffering as a result, as few businesses deploy artificial intelligence (AI) and the internet of things (IoT) for these functions. Meanwhile, upgrading digital skills among staffers does not appear to be a top priority, further halting progress. Nearly 1,340 global business leaders took part in the research. This slide show presents key survey findings, with charts provided courtesy of Capgemini.

Businesses Face Digital, Leadership Void

Less than two of five survey respondents said their organization has the digital capabilities it needs. Only 35 percent said their company has the leadership capabilities it needs.

Customer Experiences and Operations Suffer

Just two of five respondents said their business has the digital capabilities required to adequately support customer experiences. Only 36 percent said their digital capabilities sufficiently support operations.

AI, IoT Seldom in Play

Only 35 percent of respondents said their company has implemented artificial intelligence (AI) to improve the customer experience. Just 28 percent said they deploy the internet of things (IoT) to understand customer usage patterns of products and services.

Operations Underequipped for Tech Advancements

Just 32 percent of respondents said their organization has implemented AI into operations. Only 29 percent said they’re deploying IoT for operations.

C-Suite Falling Behind on Digital Transformation

Only 35 percent of respondents said their leaders are adopting new behaviors required for a digital transformation. Nearly the same percentage said their company encourages rapid and independent decision-making.

Data Missing From Decision-Making

Less than two of five respondents said their organization promotes data-driven decision-making. Only 35 percent said their company actively encourages the exploration of new ideas and experimentation “at all levels.”

Employees Lack Collaboration Capabilities

Just 38 percent of respondents said their employees can collaborate digitally with colleagues as needed. Only 35 percent said that staffers actively share their knowledge via collaborative digital platforms.

Inclusion Appears Elusive

Only 36 percent of respondents said that, at their company, it is possible for everyone to take part in the “conversation” about digital initiatives. The same small percentage said senior executives and managers share a common vision of a digital transformation.

Analytics Absent From HR Initiatives

Just 27 percent of respondents said their organization uses HR analytics to identify current and future skills needs. Only 26 percent said they use HR analytics to understand the needs and preferences of their employees.

Skills Stay Stuck in Neutral

Only 44 percent of respondents said that upskilling/reskilling digital skills is a top priority for their company. Just 40 percent said their leaders actively promote skills learning and development for employees.