Building the Agile Enterprise

Source: Compass Intelligence, 2019

As we look to the future of work, our enterprise environment is dealing with constant disruption through new market entrants, automation bringing new revenue models, and other market impacts that require businesses and leaders to become flexible, adaptable, agile, and build teams that can quickly prepare and respond to remain competitive and viable. This push to build agile work environments and teams gives rise to building brand new experiences to our customers online, through mobile platforms, during shopping or transactions, and as we interact with services and support teams with the vendors and companies we do business with. To a great degree, traditional technologies have been focused on the back-office, operations, and parts of the channel that are not exactly client-facing. Customers are demanding more and the experiences that we give them will become more automated and relevant to their own needs, be it a business or consumer customer. More open and dynamic businesses will in the end, provide richer and contextual digital customer experiences to meet these growing trends.

​The adaption to become more agile or to implement agile departments that work across the organization will evolve and require very specific changes depending on the industry or vertical market. These characteristics will be centered around remote workforces/workspaces, mobile reliance, data dependency for automation, adaptive practices, coachable workforces and staffing evolution, dynamic customer experiences, and flexible operations and strategies.
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Below is a depiction of some of the areas that will be impacted by industry:

Source: Compass Intelligence, 2019

As we move our focus to a more customer-centric and customer-first approach, the on-demand economy drives some of the following technologies, trends, and customer tools. Businesses will rely on artificial intelligence, real-time data analytics and processing, and next generation virtual assistance to engage, provide superior services, and meet the needs of the on-demand economy.

Source: Compass Intelligence, 2019

In the end, the push to become more agile requires a cultural change and will require finding the right mix of teams including outsourced, internal staffing, etc. The element that brings it all together is for IT to consistently deliver along the way, adapt to changing practices, better learn the business and operations, and strategically align with client and end-user needs.