Digital transformation is often celebrated at launch—the new platform goes live, the customer experience is reimagined, and the business is poised for growth. Yet, the true test of transformation comes after the initial rollout. For many organizations, the post-implementation phase is where the greatest risk of value erosion lies. Without the right strategies and support, the momentum built during transformation can quickly dissipate, leaving businesses with underperforming systems, frustrated teams, and missed opportunities.
Despite significant investments in digital transformation, studies show that up to 95% of businesses fail to reach their objectives, with the highest drop in value occurring after the initial release—during the maintenance and operations phase. This erosion is rarely due to technology alone. Instead, it stems from:
These pitfalls can result in lower adoption, slower issue resolution, and missed chances to enhance customer and business value.
To prevent value erosion, organizations must move beyond episodic project thinking and embrace a product mindset—one that prioritizes outcomes over outputs and sees value delivery as an ongoing process. Central to this approach is the continuous tracking of key performance indicators (KPIs) across the entire digital landscape.
Continuous KPI tracking enables organizations to:
Publicis Sapient’s KnowHOW measurement framework is designed to address these exact challenges. KnowHOW provides an intuitive, visual dashboard that consolidates KPIs from across the organization’s transformation programs—spanning product management, design, technical quality, agile project management, and team operations. Unlike traditional project management tools that focus on time, scope, and cost, KnowHOW shifts the focus to speed, quality, and value—metrics essential for thriving in today’s fast-paced, digital-first world.
By serving as a single source of truth, KnowHOW empowers everyone from engineers to executives with real-time visibility into program health. Its flexible architecture allows it to scale across multiple teams and business units, supporting benchmarking, gamification, and continuous improvement at every level.
For example, a leading global consumer products firm partnered with Publicis Sapient to overhaul its global working model and MarTech infrastructure. By adopting an agile, digital-first approach and leveraging standardized KPIs through KnowHOW, the company achieved:
These outcomes were made possible by breaking down silos, aligning global teams, and embedding a culture of continuous measurement and improvement.
The true power of KnowHOW is unlocked when integrated with robust Application and Infrastructure Management Services (AIMS). This combination ensures that the same teams who built the digital solutions remain involved in their ongoing support and optimization, preventing the loss of critical knowledge and context.
With KnowHOW and AIMS working together, organizations can:
Sustaining digital transformation value is about creating a virtuous cycle: measure, learn, improve, and repeat. KnowHOW enables this by making work visible and measurable, democratizing access to key metrics, and embedding a culture of data-driven decision-making. When paired with AIMS, it ensures that digital momentum is not only maintained but accelerated, delivering ongoing ROI and operational excellence.
In a world where change is constant and customer expectations are always evolving, the organizations that thrive are those that treat digital transformation as a living, breathing capability. With KnowHOW and AIMS, you can ensure that your transformation delivers value—not just at launch, but every day thereafter.
Ready to sustain and grow the value of your digital transformation? Let’s start the conversation.