Congratulations to Enel for being named the EMEA area winner of Forrester’s inaugural Expertise Technique Affect award. In a keynote session at our current Expertise & Innovation EMEA occasion, Laura Koetzle, VP and group analysis director with Forrester, sat down with Alberto Cossu, head of digital technique with Enel Group, to debate the corporate’s transformation to a utility-as-a-platform enterprise mannequin and the pivotal position that the expertise organisation performed in that transformation. I had the honour of being a decide, evaluating the various entries throughout each North America and EMEA. What stood out for me about Enel’s story is how a lot its digital technique aligned with what we at Forrester advocate as a future match expertise technique.
Energise Transformational Change With A Future Match Expertise Technique
A future match expertise technique is a customer-obsessed strategy to expertise that allows an organisation to rapidly reconfigure enterprise constructions and capabilities to satisfy future buyer and worker wants with adaptivity, creativity, and resilience. Three strategic themes stood out for me in how the Enel digital crew helped remodel the enterprise on this means, from a conventional power firm pre-2015 to the sustainable digital native enterprise that it’s in the present day:
- Breaking down boundaries to construct a sustainable future. The Enel Group is an Italian electrical utility firm headquartered in Rome. Enel provides 85% of Italy’s customers with electrical energy. Since its basis in 1962, the corporate has been producing, distributing, and supplying power to Italy and has expanded to 29 extra nations across the globe up to now, with its distribution community serving 70 million customers in whole. Over the previous decade, Enel has expanded by means of acquisition and divestitures, growing complexity round its knowledge, processes, and suppleness to align services to prospects. The platform technique initially centered on eliminating siloed and duplicated work actions, processes, and knowledge. The crew eliminated these silos by means of its platform structure growth and working mannequin initiatives. This included the adoption of shared companies, centralised governance, know-how growth, and taking a product-driven strategy to expertise companies supply.
- Placing the client on the coronary heart of the technique. The digital platform technique is core to Enel’s renewable power transition and utility as a platform imaginative and prescient. From the outset in 2015, the Enel digital crew took a customer- and data-centric, insights-driven platform strategy, with groups empowered and expert in trendy growth practices. This reworked the enterprise from siloed knowledge and operations with totally different merchandise to being a customer-obsessed organisation below the brand new Enel X World Retail enterprise line. This insights-driven strategy has enabled a extra personalised buyer expertise by evaluating how and why prospects work together with Enel by means of totally different channels, and it has improved buyer journey lifecycles with the adoption of AI and automation applied sciences.
- Empowering workers to be adaptive and artistic to allow enterprise progress. Enel recognised the significance of creating the appropriate capabilities and behaviours for workers for digital success. It positioned a robust emphasis on rising and creating inside expertise and expertise first, empowering workers to rethink the way in which they work and the way the longer term working mannequin needs to be formed. Enel strengthened inside digital, knowledge science, and AI expertise and capabilities to boost answer high quality; this not solely included core digital expertise inside IT (knowledge scientists, architects, UX/UI designers, and cybersecurity consultants) but additionally coated strengthening digital know-how throughout the entire organisation. Enel locations robust emphasis on profession growth, studying, and rewards to retain and develop expertise, investing in worker expertise to make sure that all employees really feel empowered and trusted and are motivated to align with Enel’s web zero imaginative and prescient.
Leaders Set The Imaginative and prescient — Folks Drive The Technique
A profitable and sustainable future match transformational technique begins with a transparent imaginative and prescient and goal. From the outset, management set a transparent imaginative and prescient for a sustainable future, with prospects on the coronary heart and digital on the core. The digital technique had sponsorship from the CEO to make sure enterprise alignment and engagement and to beat early resistance, and by placing a give attention to digital throughout folks and practices, not simply expertise, this fostered engagement and eased collaboration with stakeholders throughout the organisation.
We’ll quickly share extra element on Enel’s digital journey by way of a future match case examine. However for now, we need to say congratulations to Enel for its excellent work up to now and greatest needs for its persevering with success in making a sustainable digital future!