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IT reinvention – What are the 3 traits of success.

IT reinvention, by definition, is the act of replacing a product with an entirely new version which usually is to offer a better experience for your audience. IT used to help and support a business but nowadays, things have changed, and IT is what defines a company. During a recent DigiLive Event's roundtable, our attendees discussed the importance of reinventing IT and how it changed their roles within the business.

Senior role attendees analysed what IT reinvention means for them and how they adapt it to improve their business.

Some of their ideas on how to improve and benefit from IT reinvention include:

- Identify the proposition your business is offering.

- Digital Business Optimisation.

- Digitise business's services.

- Customer experience is the key to evolution.

- Focus on integration and interrogability.

According to research, there are 5 ideas to reinvent IT:

1. Throw out a strategic plan.

2. Create internal incubators for innovation.

3. Change how your business solves problems.

4. Turn IT into a data science department.

5. Don't have an IT department at all.

The 3 traits of success:

1. Agility:

Agile transformation often delivers more than 30% gains in efficiency, customer satisfaction, employee engagement, and operational performance. This leads to making an organisation five to ten times faster. In addition, being agile means responding quickly, not only to digital updates but also to your customer needs.

2. Customer centricity:

Customer centricity is the ability of people in an organisation to understand customers' situations, perceptions, and expectations. Each business needs to keep its customer at the centre of absolutely everything they do to succeed. A business model that revolves around customer-centricity helps the organisation achieve a positive and personalised experience for each and every one of its customers.

A company that cares about its customers and follows the customer-centric business model is more likely to have loyal and returning customers. From the CEO to the last employee in the chain, every business member must seek to create a pleasant experience that pleases the customers. It does not matter whether they come in direct contact with the customers or not. The customer is the priority, and all steps, processes, and decisions will be in their favour.

3. Actionable insights:

Having the ability to get quick insights and quick actions through the data that exist within the organisation is also really important. Actionable insight is a term in data analytics and big data for information that can be acted upon or information that gives enough insight into the future that the actions that should be taken become clear for decision-makers.

Actionable insights matter because you can use them to make strategic, well-thought-out decisions. By gathering these insights, an organisation can come to conclusions which can drive positive outcomes relevant to the organisation. Furthermore, this can happen, and succeed, because the insights that an organisation will gather are coming directly from revenue data or customers' feedback.


Fanning, E. (2007). Reinventing IT. [online] Computerworld. Available at:

CIO. (n.d.). Five big ideas for reinventing IT. [online] Available at:

Gartner. (n.d.). Definition of Customer Centricity - Gartner Marketing Glossary. [online] Available at:

Pranjic, M. (2020). Why Customer Centricity Is the Key to a Competitive Advantage. [online] Paldesk. Available at: (n.d.). What is Actionable Insight? - Definition from Techopedia. [online] Available at:

Thematic. (2018). 3 Examples of Actionable Insights from Customer Feedback Analysis. [online] Available at:

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