About This Course
The Digital Transformation course helps you design and lead change in a structured way. Instead of scattered projects and tools, you will learn to connect customer needs, processes, data and technology into a coherent digital roadmap.
You will map customer journeys, identify digital opportunities, think through process and data impacts, and shape a realistic transformation plan. By the end, you’ll be able to talk confidently with both business and technology teams and guide them towards shared outcomes.
Syllabus Overview
Module 1
Digital Foundations & Customer Journeys
- Why Digital Transformation – customer expectations, competition, technology trends
- Digital vs “Just IT Projects” – business models, experiences, ways of working
- Customer Journeys – channels, touchpoints, pain points, moments of truth
- Digital Opportunities – self‑service, automation, personalisation, analytics
- Defining Outcomes – business KPIs, customer metrics, experience goals
- Exercise: Map a simple customer journey and list digital opportunities
Module 2
Processes, Data & Technology Enablement
- Process Digitisation – workflow, automation, integration, basic RPA concepts
- Back‑Office & Front‑Office – how operations support digital experiences
- Data Foundations – single source of truth, master data, reporting & dashboards
- Cloud & Platforms (Non‑Technical View) – SaaS, APIs, integration basics
- Risk, Security & Compliance – what business leaders should watch for
- Exercise: Sketch a “before vs after” process & data view for a digital change
Module 3
Roadmaps, Change & Governance
- From Vision to Roadmap – themes, waves, quick wins vs longer bets
- Prioritisation – value vs effort, risk, dependencies and capacity
- Operating Model Impact – roles, skills, partners, new ways of working
- Change Management – stakeholders, communication, training, adoption
- Governance & Metrics – steering forums, benefits tracking, course correction
- Exercise: Create a one‑page Digital Transformation canvas for your context
*Examples are adapted based on learners’ industries (IT & services, banking, manufacturing, retail, public sector, etc.).
Practice
Templates, Case Studies & DT Playbook
- Journey maps, opportunity lists, roadmap & governance templates
- Case study: aligning digital initiatives with strategy and capacity
- Creating your personal “Digital Transformation Playbook”
