Interesting reading & research.
Digital transformation requires control and needs to be value-driven. Its now very easy to create new digital services and deploy across multiple channels. You need to review the end to end journey and think about the customer experience and your internal effort.
Often digital veneer solutions whilst great for the customer experience can create a backlog of admin work. As you design your customer journeys you should look at automation options and aim to remove manual tasks.
In a recent whitepaper entitled Putting data properly in its place, 130 UK IT decision-makers were asked "Which competitive forces driven by digitalisation are currently impacting your business?".