Factors Determining Digital Transformation Framework in Egypt: IT Industry: Insistence on Customer Centricity

Digital transformation concept has become a significant business topic that must be addressed in any organization and it should be used in a strategic way in order to achieve the business objectives and enable the organization to reach its desired future state. Digital transformation could be divided into two types or two categories, (1) digital transformation related to the top line growth, (2) digital transformation related to bottom line performance, the key problem that face the IT organization in Egypt is the lake of the first type which leads the organization to a fake digital transformation by just performing a group of IT related projects. This paper tried to merge the digital transformation and customer centricity, by developing a customer centricity based digital transformation framework that could be used by IT organization in Egypt to perform a real digital transformation not a fake one. The proposed digital transformation framework contains five layers: Controlling principle layer, guiding and directing layer, fuel layer, implementation layer and supporting layer. The proposed framework contains 12 elements, these elements are: customer centricity, organization strategy, digital transformation strategy, innovation management, project management, technology, resources, human resources, change management, intern business environment, external business environment and legal and regulation.