Digital transformation is a foundational change to how an organisation operates and delivers value to its customers. Simply put, it’s the rewiring of an organisation to succeed in today’s digital age. Transformation isn’t limited to any one area in particular; rather, it impacts every facet from internal processes and culture to customer interactions and business models.
Often surfacing as a buzzword, digital transformation can look different depending on the industry and scale of the organisation. For some, it may mean integrating automation into certain back office processes, while for others, it might focus on streamlining the customer experience. Whatever form it takes, the goal remains the same: to create a more responsive, competitive and future-ready business.
One key aspect to understand is that digital transformation is a journey, not a destination. It calls for a long-term commitment and, when done correctly, becomes embedded into the very fabric of the business. With full support from senior executives and alignment with the entire workforce, digital transformation becomes a process of continual reinvention that is essential to the organisation’s success.
This article is a digest of the TechTalk Webinar “Digital Transformation: Powering SME & Corporate Futures” presented by the British Chamber of Commerce Thailand’s Digital Technology Group (DTG) and AMCHAM Thailand’s Digital Economy Committee. The talk was joined by Ariya Banomyong, CEO of Transformational, Chonnikarn Jira, Head of True Digital Academy; and Nitin Modi, Director and Digital Transformation Leader of Tax and Legal at Deloitte Thailand, and Bob Gallagher, CEO of Appsynth. For future DTG events check the BCCT calendar here.
Did you know? 80% of digital transformations fail
Digital transformation projects have a high failure rate, with 80% failing due to people-related issues. This high failure rate underscores the importance of careful planning, realistic goal-setting and sustained effort.
When starting a digital transformation journey, it’s essential to begin with the “why.” Why does your business need this shift? Transformation should never be pursued just because it’s trending or because other organisations are doing it.
The challenges faced by SMEs and large enterprises
Digital transformation promises to reshape businesses for the future, but each organisation faces its own unique hurdles. For small and medium enterprises (SMEs), budget and system constraints are often at the forefront. In contrast, large enterprises face the complexity of legacy systems and managing change at scale.
SMEs: Budget and system constraints
SMEs often encounter financial and technical limitations which can restrict their ability to adopt technology fully. To work around these constraints, it often makes more sense for small to medium sized companies to leverage existing, low-code/no-code or off-the-shelf software systems rather than invest heavily in building custom solutions. This will enable companies of this scale to tap into essential digital capabilities without incurring the high costs associated with development, although it may compromise on customisation.
Enterprise: Legacy systems and change management
Large organisations often face challenges with legacy systems that hinder adoption of new technologies. Often, these legacy systems are tightly intertwined with daily operations, making change a complex process than would be in a smaller organisation. Transitioning here will require a phased approach to minimise disruption.
Equally essential is change management. Effective transformation at scale demands alignment across departments. Success involves cultivating a culture that embraces digital innovation. Leadership plays a pivotal role by setting a clear vision, communicating benefits and engaging employees, laying the groundwork for a successful transformation.
4 key components to digital transformation success
Success lies in a thoughtful approach centred around four key components: technology, commercial, operations and people.
1. Technology: Beyond the tool
While technology is crucial, it’s only a tool—and not the sole factor driving successful transformation. Today, any brand can build a new app or launch another e-commerce website, but true digital success depends on creating value to users.
“Focus on how tech can enhance the core business, not just add another digital product to the market. The real challenge lies in developing a solution that hundreds of thousands or millions will actively use and depend on, bridging the gap between innovation and meaningful impact.” — Ariya Banomyong, CEO of Transformational
2. Commercial: Defining the business model
A successful digital transformation should also address the commercial aspect of the business. To drive real growth, a transformation should introduce fresh revenue opportunities rather than simply extending the company’s current model. This way, the digital initiative doesn’t just support but expands the business, unlocking new sources of income and competitive advantage.
3. Operations: Building the infrastructure to support growth
Operations are often underestimated in digital transformation. Technology alone won’t make an initiative sustainable—it requires an infrastructure and team to support it. Developing a mobile application or digital platform is just the tip of the iceberg; behind the scenes, a robust operational structure is essential to manage day-to-day functions and handle growth. Without operational foundation, even the best technology will struggle to deliver consistent results.
4. People: Aligning and inspiring teams
The people aspect is perhaps the most vital element of digital transformation. For any initiative to succeed, it requires alignment, understanding, and support from the entire organisation.
“Every individual involved needs to grasp the “why” behind the transformation and believe in its purpose. This alignment encourages everyone to move in the same direction, building momentum and unity. When employees feel invested in the transformation journey, they are more likely to embrace changes, contribute ideas and drive the initiative forward.” — Bob Gallagher, CEO of Appsynth
Here are some additional elements that can increase the likelihood of a successful transformation that were further discussed by the speakers:
- Management and stakeholder alignment: Successful transformation requires the support and alignment of all key stakeholders. Securing buy-in across departments and from leadership helps reinforce the vision and ensures everyone is moving toward shared objectives.
- Start small and scale: Rather than overhauling every aspect of the business at once, successful digital transformations often begin with smaller, pilot projects that are easier to manage and measure.
- Commit to continuous adaptation: The digital landscape is constantly evolving, and so should an organisation’s transformation efforts. A successful transformation requires a mindset of ongoing learning and adaptation, where feedback from early projects informs future initiatives.
- Cross-functional collaboration: Digital transformation shouldn’t be the sole responsibility of the CIO or a single department. Cross-functional teams bring diverse perspectives and help drive change across the organisation. Empowering a team that includes representatives from IT, operations, marketing and finance ensures that all parts of the business are aligned with the transformation goals.
Digital transformation is a journey, not a destination
Digital transformation isn’t a one-time project; it’s a continuous journey that integrates innovation into the very fabric of an organisation. More than just a tech upgrade, successful transformation requires alignment across technology, commercial strategy, operations, and people—ensuring that every facet of the business contributes to its evolution.
This journey demands commitment, from a clear leadership vision and stakeholder buy-in to adaptive learning and cross-functional collaboration. By cultivating a culture of continuous growth and equipping team members with the skills they’ll need in the years to come, businesses can remain adaptable and ready not just to grow, but to thrive in a digital-first world.
