Digital IQ: focus on the human experience and technology integration

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This is the tenth year running we’ve conducted PwC’s Global Digital IQ® Survey. The findings are sobering: enterprises all over the world are struggling to unlock the desired value. In most cases they’re overlooking fundamental integration of technology with the human experience of customers and employees. Compared with previous years there has been a decline in corporate digital IQ.

For the last ten years we and our colleagues at PwC all over the world have been polling the digital intelligence quotient of enterprises. For the 2017 edition, from September to November 2016 we asked more than 2,200 executives in 53 countries about digitisation trends and their impact on their organisation. In Switzerland 53 people took part, most of them chief information officers (CIOs) or heads of IT.

What makes a champion?

The so-called top performers, in other words organisations with sales and margin growth of more than 5%, consider the definition of ‘digital’ to be broader. They’re engaged in far-sighted, customer-oriented technology activities that go beyond mere digital technology to take in other aspects of business. When these companies run digital projects they involve cross-disciplinary teams with representatives from various fields of expertise and technology to revolutionize the human experience (employee & customer experience). They also use agile methods for the majority of projects, even those not involving software development.

Where do Swiss companies stand out?

Executives at Swiss companies rate the digital IQ of their CIO by international standards higher than their counterparts abroad (89% in Switzerland versus 83% worldwide). But the figure for CEOs is lower than the global average (54% versus 62%).

When it comes to innovativeness, Swiss companies do less well by international standards, with only 54% systematically venturing to take on new technologies (versus 76% in other countries). Swiss organisations take a different approach to exploring new technologies than their counterparts abroad, and are more likely to join forces with other industry leaders or technology vendors.

What determines digital success?

Digital initiatives are successful when aligned with a digital strategy that’s clear and understandable for all the stakeholders involved and that brings about changes in corporate culture. Transformation always has to take account of the perspectives of employees and partners such as suppliers and customers.

Digitally ambitious enterprises are able to draw together different aspects to enable harmonious, value-adding transformation. By integrating the business, the customer and employee experience, and the relevant technologies, they’re able to achieve lasting competitive advantage.

Want to know more about our study? You’ll find a summary of the Swiss findings here. You can also download the international edition of the Global Digital IQ® Survey:

Global Digital IQ Survey

Contact

Christoph Müller
Senior Manager, CIO Advisory
+41 58 792 27 86
christoph.mueller@ch.pwc.com

Axel Timm
Partner, Business Technology
+41 58 792 27 22
axel.timm@ch.pwc.com

Holger Greif
Partner, Advisory
+41 58 792 13 86
holger.greif@ch.pwc.com

Published by

Christoph Müller

Christoph Müller
PwC
Birchstrasse 160
Postfach, 8050 Zürich
+41 58 792 2786

Christoph Müller is a manager of the strategy, operations and business technology consulting team within PwC Switzerland, he is with PwC since 2008 and gained most of his professional experience in the public sector. Christoph is helping PwC's clients with aligning business and IT. His expertise covers mainly IT Strategy, Information Systems Architecture and IT Organization.