Tech Integration via Digital Transformation is Key to Optimizing All Business Processes

By: Dr. Ebrahim AlKhajeh, Director of Human Capital, Abu Dhabi Customs | Tuesday, 27 June 2023

Asia Business Outlook recently had the opportunity to interact with Dr. Ebrahim, wherein he shared his insights on ongoing digital transformation techniques and their impact on various business functions. Below are excerpts from the exclusive interview:

Can you explain digital transformation in your opinion and the way organizations must approach it?

When an organization undergoes digital transformation, it has to focus on four pillars. Firstly, 'mindset & strategy' – aligning our people's mindset towards achieving the set goals and objectives and creating the strategy that is aligned with the digital transformation. Secondly, 'people' – people strategy, the kind of change management approach we need, and the needs of our people. This is very important because everything will be meant for people, and most organizations spend over 80 percent of their overall budget on their people. The third pillar is 'process' – the kind of process we need, whether or not to do process reengineering, checking if the process is in tandem with the latest industry practices. Being aware of all these aspects is necessary to understand the various intricacies involved in the process and design it accordingly. Lastly, 'technology' – searching for suitable technology that can successfully cater to all the aforementioned three pillars in the desired manner.

Additionally, one must make sure that the technology is embedded with the latest and industry-best practices. Also, technologies such as AI, ML, IoT, Chatbots, and Blockchain must be embedded so that you can tweak them as per future needs. Many people wrongly assume that digital transformation is solely about technology and onboard various technologies without having a proper understanding of their business needs. Due to this, they often complain about technology not offering the expected benefits. This is one of the major reasons why many organizations fail in their digital transformation journeys. Also, every business must keep in mind that the more technologies you integrate within your process, the more complicated it becomes to maintain that process.

Integrating digital technologies into various business operations will no doubt enhance the employee experience and satisfaction levels.

How has integrating the latest technologies into their digital transformation journey benefited organizations?

From an organization's perspective, there has been a significant improvement in productivity and employee experience post digital transformation. On the other hand, from an employee's perspective, there have been a lot of benefits such as having user-friendly systems. The more user-friendly systems you implement, the more support you receive from your people, resulting in better productivity and efficiency. It is also important to offer self-service options to enable employees. This way, they won't have to focus on administrative tasks and will be able to access everything through their smartphones. The more you give them self-service and enable them to do their tasks, the more they'll stay focused on the tasks assigned to them and exhibit enhanced productivity and efficiency. Also, it is imperative for a business to identify what its employees need and provide it to them before they ask for it. Whether it's in terms of salary, promotions, incentives, or training and upskilling programs, although this is easier said than done, cutting-edge technologies like AI have been true enablers for organizations in this regard.

How can HR professionals leverage digital technologies to improve their functions and achieve higher employee satisfaction?

Integrating digital technologies into various business operations will undoubtedly enhance the employee experience and satisfaction levels. Also, every organization must make sure to build HR strategies in alignment with international standards, as this will enable the company to offer an international experience to all its employees. Keeping the processes as simple as possible is another aspect businesses must keep in mind to enhance employee experience and satisfaction. This is because employees also show a lot of enthusiasm and interest in operating systems that are built in a very user-friendly manner. Furthermore, offering training in line with their areas of interest and adding value to their skills will go a long way in keeping attrition rates to a minimum.

What strategies do you suggest for achieving the highest possible standards and winning international accolades? Also, what, according to you, is the secret ingredient to succeed in this industry?

A company implementing world-class standards means that it is on the right path towards attracting various international awards and accolades. When you apply for any awards and fail to win them or even get placed at a lower position, you must know that it is time for you to review the standards of your processes and take corrective measures to bring them at par with international standards.

"Every organization that aspires to succeed in this dynamic market landscape must always be open to change and tweak their operations according to changing trends and market scenarios in the shortest timeframe possible"

Also, every organization that aspires to succeed in this dynamic market landscape must always be open to change and tweak their operations according to changing trends and market scenarios in the shortest timeframe possible. The more you delay being aligned with market changes, the more you will fall behind your competitors. The Covid pandemic was a very good example of this, wherein organizations that were ready to face such unforeseen circumstances were able to stay afloat, while those who weren't failed miserably to even stay operational in the market.