Digital Transformation Bit Rambusch VP eServices amp Knowledge Management Digital Experience and Core Tenets Guiding Measures Customer Intents Our Tenets Buy Learn Solve COP CES CSAT RiX ID: 1044030
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1. Presentation TemplateConnecting the Dots forDigital TransformationBit RambuschVP, eServices & Knowledge Management
2. Digital Experience and Core TenetsGuiding MeasuresCustomer IntentsOur TenetsBuyLearnSolveCOPCESCSATRiXROICompletion of PurposeCustomer Effort ScoreCustomer SatisfactionResolve in XReturn on InvestmentBusiness OutcomesPersonalization at ScaleSeamlessIntuitiveFrictionlessAdaptiveSearchNavigationAnalyticsTools &SystemsLocalizationNatural LanguageProcessingTranslationContent Repositories & ContainersTaxonomy & OntologyGovernanceStandardsProcessesKnowledgeGraphSystems ManagementChange ManagementUnified SearchContent ManagementChange ManagementSingle Source of TruthGoverned Systems Digital Ecosystem
3. Balance between Core Business & InnovationRun the BusinessTransform the BusinessExecute | Build & sell the right services Efficient | Remove non-value added work Effective | Deliver it right the first timeRemoteProactivePredictiveAutomatedCurrent StateFuture StateDual focus deliver on our 4 key success metricscNPS | eNPS | Financial | Share GainsTransform
4. Our Vision | Provide our customers industry leading digital services through emerging technologies and methodologiesOutcomes 1. Operational Excellence 2. cNPS/eNPS 3. Innovation 4. Competitive Advantage Defined KPIs or MeasurementsEstablish KPIs or measurements, set targets and drive continuous improvement.3Technology Investment StrategyInfluence strategic alignment across technology investments and pan-Dell processes.2Industry Best PracticesImplement and govern lifecycle management for knowledge across all channels and audiences.1Strategic objectivesImprove Time to ValueImprove time to value as measured through simplicity, speed, agility and confidence aligned with the four business outcomes.6Single Source of TruthOperate with a single understanding of an aligned strategy, terminology and foundational standards across the teams.5Cultural EvolutionPartner with key stakeholders and evolve a knowledge enabled workforce.4End-to-End Creation and Consumption of Knowledge
5. Change ManagementContent ManagementSingle Source of TruthKnowledge Strategy | Right Information, Right Time, Right Format, Right Action+430bps in Customer Satisfaction18,000 employees formally trained in Knowledge Centered Service best practice278% growth in utilization of a single platform for all agents96% success rate for initial completion of task in field49% increase in video views (5M quarterly)Goal: Improve search & SEO rank; provide a consistent UX; eliminate outdated content; showcase content by journeyUnified Search90.4% VirtualAssistant CSAT18 languages for online support including live-chat auto translation30% reduction in search solution yielding 1.5M minutes in efficiency gain6,000 new knowledge assets created last quarter viewed 750K times by external customerKey Metrics
6. Questions & AnswersAQuestions & AnswersBit RambuschVP, eServices & Knowledge Management
7. Questions & AnswersBit RambuschVP, eServices & Knowledge ManagementTHANK YOUConnecting the Dots forDigital Transformation