What does it take to build an organisation that’s equipped to thrive – whatever comes next? How can digital transformation efforts deliver lasting outcomes, not just new tools? And in a world of constant disruption, how do you evolve your capabilities, align strategy to execution, and lead through change?
From linking vision to delivery, to investing in the right capabilities at the right time, this episode of Talking Transformation explores what it really means to build a digital backbone – one that enables agility, resilience, and sustainable organisational success.
We discuss how organisations across sectors are strengthening their digital backbones, and why this is fast becoming the cornerstone of transformation. Drawing on real-world client experience, we explore how a digital backbone moves organisations beyond siloed solutions and short-term fixes, toward a connected, resilient, and future-fit digital foundation for long-term success.
Listen now to discover what a digital backbone is, and:
- Why a digital backbone is critical to customer experience, operational efficiency and adaptability
- The need to evolve digital capabilities alongside user expectations, delivery models and emerging technologies
- How fragmented tools and siloed solutions fall short, making an integrated, end-to-end approach essential
- Why internal visibility isn’t enough – strategic “outside-in” thinking is key to identifying and closing capability gaps
- The importance of prioritising the right capabilities at the right time, to create lasting value
- Why your digital backbone must evolve with your organisation – not remain static.
With the idea that a digital backbone is key to organisational success, CGI developed the Digital Backbone, our end-to-end framework for business-led, strategy-focused, technology-enabled digital transformation.
Our approach is built around 12 core propositions – a flexible, outcomes-focused structure that acts as a foundation to help clients strengthen their digital capabilities, align technology with organisational goals, and adapt continuously to change.
Whether you're in the public or private sector, we will help you build a tailored digital backbone that connects your organisation’s ambitions to real results.
Listen now to discover how strengthening your digital backbone can help your organisation thrive through change.
Podcast speakers:
- Adrian Chiffi – Senior Vice President, GTO UK business unit leader, CGI
- Steve Evans – Senior Vice President, Business Consulting and Advisory UK leader, CGI
- Transcript
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Adrian Chiffi: What do we mean when we talk about an organisation’s digital backbone? Why is the digital backbone so critical to success in today's fast changing world? And as customer expectations, technologies and markets evolve, how can organisations make sure their digital backbone is fit for the future?
Hello everybody Ade Chiffi and I lead Global Technology Operations for CGI in the UK. In today's episode of Talking Transformation, we're going to be exploring the idea of the digital backbone, so those essential digital capabilities that really do underpin how organisations operate, grow and adapt in an increasingly dynamic environment.
Delighted to be joined by Steve today, who leads our business consulting and advisory business and works really closely with clients to build and strengthen their digital backbones.
Hello, Steve, great to have you on.
Steve Evans: Hello Ade, thanks for having me back.
Adrian: Good stuff. We'll have some fun today, Steve. Really looking forward to this one. Really looking forward to it. Steve, I'm going to kick off then just to just to set the scene a little bit. [you know], when we think about what a digital backbone is, [you know] it really is that foundation that underpins how organisations operate, adapt and, dare I say it, succeed in a in a digital world. Digital has become central to every organisation we know that whether in public or private sector; really shaping how they engage with citizens, customers and of course employees. But it's not just about having the right tools; it's about having the right capabilities in place as well. I know you're particularly passionate about that, Steve.
Now, if I think back to when we first started supporting clients on their digital transformation journeys, [you know] we would, we'd often focus on solving point problems with point solutions or tackling isolated challenges in areas like service delivery data or platforms. But, [you know], over time it's become clear that these challenges they were all interconnected and needed more of an integrated approach.
Now, [you know] for me, that's where this idea of the digital backbone really does come into play. It's about building a coherent connected set of digital capabilities that really do evolve with the organisation and that wider digital landscape and it enables clients not just to respond to change but lead through it too; that's a really key point. Now, Steve, if I bring you in here, with that in mind, why is the digital backbone just so important?
Steve: I think it goes back to this point you were just making Ade, which is really that organisations can focus on one or two key areas, whether it's about how organisations deliver their cloud capability, their customers, [you know], these are all important points, but organisations of course, in order to be end-to-end successful it’s all very well having the promise upfront, but if you can't deliver or you're delivering what is not promised then you know it's an issue.
So, therefore, having a connected and coherent set of capabilities, which we're defining as a digital backbone, is never been more important. I would say, just practically set in private sector businesses, [you know], this is important because it will impact your profitable growth, the markets you're aiming at, and your success. For public sector businesses and Ade, as you know, is a key part of our client set here at CGI, [you know], it's going to impact, [you know], the organisational services, the quality of which the services are being delivered; so it's absolutely paramount.
Adrian: Totally, Stephen, [you know], it's good to hear that [you know], you're really covering that panel sector view. And one of the realities that we're all facing is that the context organisations operating is constantly shifting, [you know], so whether that's changes in government policy, the global geopolitical landscape or evolving citizen and customer expectations so remaining relevant, [you know] those words we use a lot, [you know] in this kind of environment really does require organisations to continually adapt. [You know], that means that digital backbone, it can't be static [from my mind], it has to evolve over time to meet those new demands and integrate those new technologies and support new ways of working. So, Steve, [you know] your take on this; do you think digital backbones are something fixed or are they something that really does need to change, and grow over time?
Steve: Absolutely, Ade. I think [you know] the dynamic nature of the markets that we're operating in, [you know], never more so than today we're seeing a huge amount of change [in] across sectors, geopolitically and technologically, and I think it comes down to a couple of things; customer expectations are constantly challenging organisations to adapt, and technology; the way that organisations are using digital capabilities is also advancing, AI is a great example of that of course, we talked about that on a on a previous podcast.
So, I think [you know] those set, [you know], one can't rest on one’s laurels, think in this area operating models absolutely need to adapt in the future.
Adrian: I couldn't agree more, Steve. No spot on, spot on.
Steve: So, Ade, maybe I can turn that question back to you, [you know], when you look at the evolution of organisations and how digital capabilities, [you know], how do you see organisations from a client optic, [you know], what are some of the gaps that you were seeing out in the marketplace?
Adrian: It's a cracking question, Steve, and the honest answer is it's not always easy to spot from the inside. You know, organisations are, [you know], often relying on what's worked well in the past. [You know], we we've all been there and that inside out of view can sometimes mask, [you know], those emerging gaps.
Just because something is being successful historically, for example, doesn't mean it's fit for what's coming next necessarily. [You know]. We've, we've all seen examples of well-known organisations that missed those seismic market shifts, [you know] whether in customer needs, service delivery or even entire business models simply because they didn't have those mechanisms in place to see that change coming or to respond to it faster.
And for me, that's really where the digital backbone plays such a crucial role in connecting that strategy with operational delivery, which I know you're a huge fan of, Steve, that that whole end-to-end view [you know] and when it's designed well it gives the organisation that agility, I suppose [is] the word you'd use, and to sense and adapt to shifts in that market. [you know] it, it becomes, something that that organisations really do move with. So, they're viewing the technology. All that policy landscape and they able to proactively get on top of that.
[You know], that's especially important today; [you know], we we've talked earlier here, [you know], huge levels of uncertainty affecting everything from supply chains, [you know] to those customer behaviours; and that means that markets and organisations really do have to stay front and centre on that.
So, without a strong evolving backbone it's really easy to lose that momentum or that relevance.
Steve, let me bring you in here. [you know] what kind of gaps [you know] are we seeing which are having impacts for our clients? - if you're seeing them of course.
Steve: Well, I think there's a couple of things that come straight to mind on this Ade. [You know], the first one really is about how well our clients are able to set a coherent vision and strategy.
But the real trick is being able to then connect that through into operational running. That is a significant notable point around the backbone; connecting strategy into the ability to deliver and run the organisation; that's one. The second one, I think I'd put on the table for us today is; working out, based upon the level of investment our clients are making, in their key capabilities, what are the things they need to focus on, in what order, So it's effectively a question of how much and what do you prioritise, [and] when.
Those are some of the big calls that are being made at the moment.
Adrian: I love that, Steve and it really brings home that the digital backbone isn't just about surviving today, it's about thriving tomorrow as well. So , I’m going to look to summarise, [you know] a few key takeaways and Steve, as always, please jump in if I've missed anything. Now what I've heard is the digital backbone is essential for organisational success.
So it's underpinning customer experience, operational efficiency and, a word we've used a lot, adaptability, really key. We've picked up it's not static, it evolves alongside customer needs and importantly technology advancements and those delivery models as well in there.
Organisations must continually assess and strengthen their backbones to stay ahead, so constantly looking to future proof and spotting gaps from within it can be difficult. So, strategic ‘outside-in’ thinking; it's vital [you know] that's one thing, [you know], I really want us to take away; that's critical.
And I suppose the last thing I'd say there, Steve, [you know], investing in the right capabilities at the right time makes the difference between that short term survival and long term success.
Steve, any final thoughts for organisations tuning in on, [you know], and they're thinking about digital backbones?
Steve: I think you've summed it up really nicely, Ade. I think, [you know], for me it always comes down to, [you know], for the investment you're putting in; are you getting the return, however you want to measure the return, and that's the key.
Adrian: That's brilliant. Thank you, Steve for that and thank you for joining the podcast today. It's been fantastic to get you back on.
Steve: Great to be back on and thank you very much.
Adrian: So now, I know you're planning, Steve, a new series of podcasts ‘Strategy to Outcome’, and they're going to be focused in on key capabilities that really do make up that digital backbone. [I’m] Looking forward to listening in on those, [you know], such an important area for our clients right now.
So yeah, we await those with real enthusiasm, can't wait for those. And it would be great to get you back on the Talking Transformation [to] share some of the insights of those as the series develops. So, if you're okay with that, that would be great, Steve, let's lock that in now.
Steve: Consider it locked-in and looking forward to coming back and sharing what we found.
Adrian: Fantastic. Folks, if you're listening and want to find out more, feel free to reach out to Steve or I on LinkedIn or CGI's website to explore how we're helping organisations really look to strengthen their digital backbones for the future. And as always, you can find this and other Talking Transformation podcast wherever you access them. Thanks again for tuning in, have a great rest of the day.
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