Process debt: the hidden challenge in digital transformation

Process debt: the hidden challenge in digital transformation A different kind of check-in A few weeks ago, I stayed at a large hotel that’s part of a well-known international chain. Before I arrived, I’d been encouraged to check in using the hotel’s app. That’s fairly common these days, so I didn’t think much of it. I assumed it would save me a minute or two before I collected a key card from reception. Instead, as soon as my room was ready, the app assigned it to me and activated a digital key on my phone. While a colleague queued at reception to collect a key card, I went straight to my room, held my phone against the lock and let myself in. Checking out the following morning was equally straightforward. A couple of taps in the app, my invoice arrived by email and I was on my way. It wasn’t until later that I realised why the experience had stood out. The hotel hadn’t invented any new technology. Smartphones have supported NFC for years, and electronic locks are hardly…