Some key indicators show that a business is headed in the right direction transformation-wise. Certain ones will depend upon the organization’s goals for digitization; others are more universal. “Organizations need to define their own criteria of what success looks like,” says Yugal Joshi, vice president of digital, cloud, and application services research for Everest Group. “For example, if they were planning to get onto digital channels, which got accentuated due to the pandemic, their metric will differ compared to if they were focusing more on driving internal efficiencies through digital initiatives. Moreover, their existing and new technology landscape will also play a crucial part in defining these metrics. However, they can learn from their peers and the broader market.”
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