With the rapid advancement of AI, new technologies, and automation, organizations of all sizes frequently approach us for help in planning, acquiring, and implementing these technologies. This is likely true for many other technology professionals who are currently attempting to manage the increasing demand on technological landscapes with a wide range of maturity levels. Technology should be a facilitator, increasing operational effectiveness and supporting the company’s objectives. It’s important to recognize that cutting-edge solutions like AI might not always be the best option. The secret is to match your business objectives and readiness with the technology you deploy.
Context is King
Understanding your business is the first step in the journey. Start by reviewing your current technology landscape – what are you using? What works well, and what doesn’t? Next, assess your business strategy and objectives. Then review your processes and data. Your technology should support and enable your strategic goals, rather than being a standalone aspect and it works within the context of your processes using your data. Technology is a tool, not a strategy in and of itself.
Identifying Technology Needs
Once you have a good understanding of your current situation, the next step is to identify your technology needs. Employ methods such as business process analysis, SWOT analysis, and Gap analysis to achieve this.
For instance, let’s consider a retail company – RetailTech Inc. They had a well-established online and offline presence but faced challenges in customer service. After conducting a SWOT analysis, they found that their customer service was not matching up to the increasing demand, impacting their overall customer experience.
The AI Conundrum
Seeing the hype around AI, RetailTech Inc. considered implementing AI to address their customer service issues. However, on assessing their AI readiness, they realized they lacked the necessary data infrastructure and skilled personnel to effectively utilize AI.
This highlights an important point: AI has immense potential but is not a universal solution. It is a tool that can provide significant benefits when used under the right conditions. A business needs to have a robust data infrastructure, skilled personnel, and a specific problem that AI can solve more effectively than other methods.
Developing a Technology Roadmap
Once you have determined what technology you require, it is time to create a plan that outlines your priorities. For RetailTech Inc., their main focus was on improving customer service. Instead of immediately jumping to AI, we suggested that they first switch to a more suitable Customer Relationship Management (CRM) system and improve their data management capabilities. This initial step aligned better with their current abilities and immediate needs. These changes resulted in positive outcomes, such as faster response times, increased customer satisfaction, and improved employee retention. AI is still part of their plan and will be implemented in the future to further enhance their operations.
Engage your key stakeholders in the roadmap creation and execution process. Technology adoption doesn’t happen in a vacuum – it affects multiple departments and roles within your organization. It’s also important to manage and evolve your technology roadmap as your business grows and changes.
Conclusion
The process of identifying and prioritizing technology needs should be systematic and business-goal oriented. A realistic and practical approach towards technology adoption, rather than chasing the latest tech trend, often yields better results.
Remember, the key to a successful IT strategy lies in alignment with business goals. New technologies like AI can certainly be powerful, but only when they are the right solution to a specific problem, and when the organization is ready to effectively implement and manage them.
