Continuous KPI Tracking and Measurement: The Engine for Sustained Digital Value

In today’s rapidly evolving digital landscape, the true test of a successful transformation is not the moment a new platform goes live, but the ability to sustain and grow value long after launch. For many organizations, the initial excitement of digital transformation is quickly followed by a sobering reality: value erodes, momentum stalls, and the return on investment (ROI) diminishes. The root cause? A lack of continuous measurement, cross-team alignment, and a culture of data-driven improvement.

Despite significant investments, studies show that up to 95% of digital transformation initiatives fail to achieve their objectives, with the steepest 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:

• Loss of alignment between business, product, and support teams, leading to siloed operations.
• Knowledge gaps as critical insights from the transformation phase are lost during handover to IT or third-party support teams.
• Lack of continuous measurement, making it difficult to spot issues or opportunities for improvement before they impact performance.

The result? Lower adoption, slower issue resolution, and missed opportunities 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:

• Monitor system health and performance in real time, ensuring platforms and applications deliver as expected.
• Identify achievement gaps and areas for improvement, empowering teams to take proactive action.
• Align teams around shared goals and metrics, breaking down silos and fostering a culture of collaboration and accountability.

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:

• A 300% increase in website launch capability
• A 200% improvement in time-to-market for innovation
• A 50% boost in development efficiency

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:

• Prevent knowledge loss by involving support engineers early and maintaining continuity post-implementation.
• Resolve issues faster, as the teams with the deepest understanding of the systems are responsible for troubleshooting and improvement.
• Proactively monitor SLAs and KPIs, identifying and addressing performance issues before they impact users.
• Leverage automation and self-healing tools to reduce manual effort and accelerate response times.
• Continuously identify and implement improvements, ensuring that digital platforms evolve in line with business needs.

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.

Relevant Links

• Get the most value from your digital business transformation—now and in the future
• Sustaining Digital Transformation Value in Financial Services: Overcoming Post-Implementation Challenges
• Post-Implementation Excellence for Global Capability Centers (GCCs): Maximizing ROI and Innovation
• Maximiser la valeur de votre transformation digitale en Europe : Prévenir l’érosion post-implémentation (Europe)
• Sostener el Valor de la Transformación Digital en América Latina: Claves para Evitar la Erosión Post-Implementación (LATAM)
• Get the most value from your digital business transformation—now and in the future