Digital Transformation (DT) considers the continuous digitalization process of a company, which uses digital and data-driven innovation to improve existing processes, change distinct business model (BM) elements, or reinvent its BM entirely. Large companies position themselves at the frontline of the DT, while small and medium-sized enterprises (SMEs) are challenged by resource constraints and missing guidance on realizing benefits of DT. This situation threatens SMEs as big players increasingly utilize DT to enter markets that have been traditionally reserved to SMEs. Extant research on the ways SMEs can effectively participate in DT is limited. Against this background, this article builds upon prior research and a focus group discussion to propose a procedure model, which enables DT in SME by involving publicly funded support units. These units help SMEs in understanding and structuring the potentials of digital and data-driven innovation.

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E-commerce has embraced the digital transformation and innovated with e-service touchpoints to improve customers’ experiences. Now some traditional, less-digitalized brick and mortar (BaM) retailers are starting to counteract the increasing competition by adopting digital touchpoints. However, the academic literature offers little in terms of what determines customers’ behavioral intentions toward e-service touchpoints. Therefore, drawing from the dominant design theory, this article first conceptually adapts selected dominant touchpoints of leading e-commerce solutions to BaM retail. Then 250 shoppers are surveyed regarding the likeliness that they will use the selected touchpoints, followed by an exploratory factor analysis to determine the touchpoints’ characteristics that lead to the shoppers’ assessments. The results suggest that customers prefer touchpoints that support product search and selection, provide information, and increase shopping efficiency. The likeliness that surveyed shoppers will use the touchpoints was affected by the functionality provided, the content conveyed, and the mediating device. The results provide a foundation for further research on customers’ behavioral intentions toward BaM e-service touchpoints and provide useful information for BaM retailers.

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The digital transformation is a continuous and complex but indispensable endeavor. Because practice and academia regularly develop new digital technologies, companies face difficulties in selecting appropriate technologies to innovate their business model. Step-by-step instructions may guide companies to identify, evaluate, and select potential digitalization ideas. Software tools can support these activities in a structured way. Thus, the research objective of this paper is to design a software tool supporting the orientation phase of a company's digital transformation. To reach this objective, we conduct an action design research approach in cooperation with three companies. As an evaluation step, a focus group discussion with practitioners and end-users is carried out. The final tool design comprises 18 design principles that serve as the basis for a set of visual mockups and a prototype implementation of the intended tool.

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