Digital KPIs: Your keys to measuring digital transformation success

Ask a CIO how he or she quantifies the impact of their digital transformations and you may get a funny look, like you told tasteless joke. The reality is that many CIOs don’t have metrics for gauging the success of digital projects, such as new ecommerce platforms, mobile apps and chatbots. But CIOs who fail to quantify these initiatives may find themselves outflanked by nimbler rivals, analysts say.

To score the value of their transformation efforts, CIOs must use digital key performance indicators (KPIs) as their “enterprise compass,” Peter Sondergaard, Gartner’s global head of research said at the company’s Gartner Symposium/ITxpo 2017 this October. But there’s a chicken-egg quandary at work: You can’t measure what you haven’t defined.

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