Be a Digital Leader with Omnichannel Services


omni_channel_1I have learned that there are three major things that most organizations need to do to be digital leaders, but let’s start with the three things that are involved in any software project, like building an app. First, you need to have a plan that defines what you want to do and how to do it. Second, you need to organize your data in a structured way, and third, you need to define the functionality of the solution.

What most organizations need in their adoption of digital solutions is to do something similar, but on a larger scale. The first step is to take control of the Digital Transformation journey, which basically means to have a plan for the whole organization’s adoption of digital technologies. The second step involves getting the most important data structured across all units and systems, and usually involves a Master Data Management initiative. The third step is to make the needed functionality easily available to the whole organization, and this is about creating omnichannel services that can provide all touch points, like webs and mobile apps, with what they need, even if the legacy systems can’t keep up with all those needs.

In the video, he shows an animation where the different channels are reached with a fast moving set of touch points at the top, and at the bottom you can see the much slower moving back-end systems. In the middle, there are a number of service layers, the omnichannel services that take care of core processes, connecting to the back-end systems and providing the touch point with customized services. This allows the organization to move quickly in the market without waiting for the back-end systems to catch up.

Christian Forsberg


Chris Forsberg is Sogeti's Global Chief Architect, and his current passion is serverless architectures with microservices, cognitive solutions like chatbots, automation, and beautiful delivery. He has a long background as an architect of digital solutions for many clients on all the major platforms, and love to experiment with new technology. For example, he has put together a YouTube video series on how to get started with the Internet of Things, and has been involved in the implementation of more than 100 apps on iOS and Android. With a global network of 600 architects, he is devoted to creating intellectual property, and one example is Digitecture, a reference architecture for digital platforms. Other examples are Appitecture®, a start package for app projects, and Appcademy®, a certification program for app developers. Chris has received several technology leadership awards including Top 100 Developers (Sweden), and ten years awarded Most Valuable Professional (MVP) by Microsoft. He was an official writer for Microsoft Developer Network (MSDN) for many years and has also co-authored a book on mobile development in 2001.

More on Christian Forsberg.

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