An important prerequisite to digitization is the collaboration between the business and IT. Wolters Kluwer has set up a central user experience center of excellence to stimulate the cooperation between business and IT; the center employs professionals in the fields of customer and user experience and contextual research. “The center of excellence helps our business identify the customers’ areas of improvement and develop the right solutions. Our design sprints and pre-visualizations give customers an idea of an app at an early stage which is a part of our collaboration model,” said Krijgsman.
Digitization is accompanied by change and change can lead to resistance, potentially hindering the adoption of new ways of working. Companies have several ways to tackle this – one of them is diversity. In a recent interview with Dutch newspaper NRC Handelsblad, CEO Nancy McKinstry commented: “I have seen from my own experience that the most diverse teams achieve the best results which is why I’m so enthusiastic about diversity.” To increase adoption, Wolters Kluwer’s Global Platform Organization introduced a team that focuses entirely on advanced technologies such as artificial intelligence and data analytics. “This team of people from various divisions and countries with different backgrounds operates as a technology driver and is closely involved in the next step of digitization at Wolters Kluwer. For instance, they chart the competences that our employees need now and in the future. This forces you to look at people through a different lens. It's not just about young talent, the team also includes authors that have been with us for years and who are open to change…together, we can make a difference for the customer,” said Krijgsman.