Agentic AI-Driven Enterprise Digital Transformation
Keywords:
Enterprise digital service transformation, underlying technology, governance and compliance, strategic readiness, stakeholder alignment, use case portfolio and roadmap, customer-centric service design, measurement and metrics .Abstract
Digital technologies have profoundly changed how organizations create and deliver value. Innovative start-ups exploit these technologies, transforming entire industries through a radical rethinking of enterprise business models and supporting ICT. In contrast, established enterprises often struggle with digital service transformation. Key barriers include legacy ICT systems and business processes, inadequate foundational preparation, lack of strategic direction, and a portfolio of poorly defined initiatives. Enterprises must therefore radically transform how services are designed and delivered. A defense-in-depth approach that holistically addresses the multitude of factors, forces, and complexities involved is essential yet often neglected.
The proposal presented here draws on extensive practice-based research and development into multiple areas—enterprise digital service management and transformation, the impact of cloud-native technologies on service design and delivery, customer engagement analytics, and enterprise AI—forging coherent synthesis and action-oriented guidelines. To overcome existing barriers, a service transformation framework, reference architecture, governance model, stakeholder visioning approach, prioritized use-case portfolio, phased roadmap, catering management, and supporting metrics have been developed. Together, these components provide a comprehensive view of enterprise digital service transformation: a systematic whole that determines operational effectiveness and long-term survival in the digital economy.
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