From my perspective digital transformation is actually cultural transformation that needs to happen at three different levels.

TECHNOLOGY: We have seen digital transformation mature over the last five years or so because we can know exponentially more about our customers. And because we can know more, we are expected to do more with it. Customers have always expected to be treated as individuals, and now as large players effectively leverage deep data to create tailored digital experiences, expectations are very high for all brands.

OPERATIONS: Digital transformation that only looks at technology is destined for failure, however, because an organization’s digital presence is an outward manifestation of its inward condition. If internal processes and systems are not organized around the needs of the customer, technology will only bring that into stark relief for everyone to see. In an era of open brands and high expectations of trust, this is not recommended.  

ADAPTABILITY: Digital transformation is still not finished when you have adopted the latest technology and married that with supporting internal processes because the technology will have changed before too long. As the saying goes, culture eats strategy for breakfast. Unless the organization has a culture of strategic adaptability it will be vulnerable to the whims and changes of the tech as it evolves. 

NOW WHAT? If digital transformation is actually cultural transformation, you will want to lean towards a team that is more on the cultural side than on the technical side. Technology is easy, humans are hard. The team will need to be able to speak the languages of business process, lean methodology, strategic planning, group facilitation, digital strategy, change management, financial services, law, systems thinking, creative management, and persuasive communications.