CATEGORY

OPERATIONAL EMPLOYEE CUSTOMER NEW SOURCES OF

EFFICIENCY ENGAGEMENT ENGAGEMENT VALUE CREATION
M E A S U R E M E N T OF D I G I TA L B U S I N E S S T R A N S F O R M AT I O N

HIGH-LEVEL

To save costs To improve To improve To find

OBJECTIVE

and improvev operational employee satisfaction

v customer satisfaction
v new sources of
speed and efficiency and productivity and engagement revenue and profit

Sustainability (saving on energy,
water, paper, etc. and capacity
optimization)
Employee usage of digital tools
(access to / time spent on
intranet, apps, gaming, etc.)
Customer usage of digital tools
Revenues from digital
(access to / time spent on apps,
products / services
functions, chatbots, etc.)

Execution speed Revenues from digital channels

Lead generation
(delivery, response, Working hours saved
through digital (website, apps, etc.)
time to market, etc.)

Revenues from digital

Reduction of defects Incident reduction and safety
Customer hours saved cross-sell (digital ecosystem,
(robot co-workers on site, etc.)
KPI EXAMPLES

and errors brand extension)

Digital marketing KPIs

Reduction of costs for Operations in office vs remote New customer acquisition
(CTR, impressions, form
maintenance and repair (location flexibility) through digital
completion rates, etc.)

Customers buying via

Increase uptime / Employee satisfaction / Customer satisfaction /
AI-based recommendations,
service availability retention due to digital tool usage retention due to digital tool usage
chatbot, robo-advisory, etc.

Reduction of recovery time

Employees recruited Customers registered Digital vs non-digital
after data issues
with digital backgrounds on site, platform, etc. business profitability
(attacks, losses, etc.)

Source: Michael Wade, IMD Business School, and Massimo Marcolivio, Dell Technologies (2022)