Gartner Research


Published: 13 February 2023



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  • 多くの日本企業が既に何らかの「デジタル・トランスフォーメーション」(以下DX) に着手しているが、各社の定義には幅があり、競争優位を獲得するための抜本的なビジネス変革までを目指している企業は少ない。

  • デジタル時代においては、企業と顧客の距離がいっそう短くなり、またデリバリのサイクルも短縮されているため、デジタル・テクノロジを活用した顧客応対プロセスの抜本的な改革が求められている。

  • 日本企業の多くにおいて、個別業務に注力する属人的なプロセスが数多く残っており、アプリケーションを活用して顧客に付加価値を提供するというビジネス本来の目的を達成できていない。

  • DXを通じて競争力を高めるためには、バリューチェーン・モデルに照らして、自社の業務プロセスや意思決定構造を検証することが有効である。



  • 自社のDXの取り組みをバリューチェーン・モデルにマッピングする。その上で、影響を分析し、明確に対応しない取り組みについては、改善もしくは廃止する。

  • バリューチェーン強化に向けたサイクルタイムの短縮や業務の体系化を阻害している現行業務を特定し、改善または廃止する。

  • 現行業務にとらわれず、新たなデジタル・テクノロジがもたらす業務環境やエクスペリエンスの改善箇所を見つけ出し、付加価値の高いものから順に実装する。

  • 意思決定プロセスやガバナンスについて、現行踏襲を疑い、顧客へのインパクトの視点から抜本的に見直す。

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