Knowledge Management as A Catalyst for Business Process Digitalisation

Abstract

Abstract: Digital transformations challenge enterprises' adaptability, development, technology integration, and resilience to evolve their business models. Accelerated by the COVID-19 pandemic, businesses are increasingly characterised by a pervasive role of business digitalisation redefining organisations' management of customer experience efficiencies. It redefines value creation strategies. This paper argues that enterprises should rethink the creation and delivery of value to their customers, not based on technologies but on knowledge management strategies instead. As technologies transform business processes, KM is a catalyst in the evolving nature, knowledge assets, and transformation preparedness of enterprises' value drivers. Integrating Osterwalder and Pigneur's Business Model Canvas, Parmar et al.'s five patterns for value creation, and Goncalves' cloud enterprise transcoding proxy, a few cases are briefly discussed. Digital transformation drivers and the role of KM for strategic relevance are underlined through digitalised knowledge processes and customer-centric global marketing strategies to access and manage resources, core competencies, and dynamic capabilities. This research raises awareness of adopting KM as a catalyst for digital business transformation's role as a strategy to respond to the acceleration of digitalization during and after the COVID-19 pandemic, along with knowledge management principles. Keywords: Knowledge management, Digital transformation, Digital technologies, Deep learning, Digital wallets, COVID-19