Digital Disruption: the new normal The world has changed, and there is no going back. For the Disruption is not done majority of organizations around the world, digital disruption is no Digital may already have had a significant impact on the way that longer an impending concern but the new normal. organizations operate, but - to the chagrin of some respondents - the disruption is not over. Every industry, and almost every business, has been affected. Nine out of ten C-Suite decision makers say that digital has disrupted Questioned on whether they expected to see future disruption their sector, with 98% saying the same of their own business or within their sector and to what extent if so, more than half (54%) organization. Although it might not be clear why this small said they believe that “significant” change lies ahead, trailed by minority believe that digital has passed them by, one thing is those who project “some” degree of disruption (39%). Only three clear: the number of organizations left unaffected is rapidly percent feel that their sector will be unaffected. shrinking. The implications of this continuing upheaval are keenly felt. A If going through digital disruption serves to bring many large majority (81%) of respondents recognize digital disruption as organizations under a single umbrella, however, the form that this a “positive force for business”, with three quarters (74%) stressing disruption takes and their attitude towards it separates them back that change resulting from digital has been beneficial to their own out. organization. For some, this simply comes down to sentiment. While around While experiences of digital disruption to date have been broadly two-thirds (67%) of respondents say that they are “excited or positive however, worries do creep through. Almost half (43%) of enthusiastic” about digital disruption, for instance, one fifth (20%) respondents say that the level of digital disruption in their sector note that they are “concerned or worried” about its impact. concerns them, with one third (34%) going so far as to say that they wish that their industry was immune to its impact. Responses diversify further when exploring the associations that digital disruption has amongst our C-Level audience. When asked Overall, business leaders demonstrate a realistic, balanced to specify what digital disruption means to them, more than a attitude towards digital disruption. They have an appreciation for third (37%) answered that it was about the transformation of the opportunities it has created and continues to present but, at business models and revenue streams. Around a quarter (27%) the same time, express concern about its potential consequences. said the same of business operations and processes, with a slightly smaller number (23%) looking to the transformation of customer Digital disruption may be the new normal, but that doesn’t mean relationships and service. organizations can afford to stay still. As could be expected, digital disruption means different things to different people, likely shaped by the specific circumstances of their own organization and sector. At the same time, with significant support for its impact on everything from customer loyalty to process improvement, digital is now one of the defining factors in transforming the way in which businesses operate. of executives say digital has disrupted their organization 8