DIGITAL TRANSFORMATION Digital Transformation is
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DIGITAL TRANSFORMATION Digital Transformation is being embraced by companies across most industries, as the role of technology shifts from being a business enabler to a business driver. Digital Transformation opportunities includes both
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DIGITAL TRANSFORMATION<br>
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Digital Transformation is being embraced by companies across most industries, as the role of technology shifts from being a business enabler to a business driver. Digital Transformation opportunities includes both Operational Improvement and Growth Driver initiatives, where the latter is driven largely by improved Customer Experience. Executive Summary<br>
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Six Building Blocks of Digital Transformation Strategy and Innovation
Focus on future value an drive fueled by experimentation Technology
2-Speed IT to support core functions and rapid development Process Automation
Reinvented processes and customer journeys through automation and agile processes Customer Decision Journey
Deep analysis and ethnographic research to understand how and why customers make decisions Data Analytics
Usable and relevant customer analytics tied to goals and strategies Organization
Agile, flexible, and collaborative processes and capabilities that follow strategy<br>
Focus on future value an drive fueled by experimentation Technology
2-Speed IT to support core functions and rapid development Process Automation
Reinvented processes and customer journeys through automation and agile processes Customer Decision Journey
Deep analysis and ethnographic research to understand how and why customers make decisions Data Analytics
Usable and relevant customer analytics tied to goals and strategies Organization
Agile, flexible, and collaborative processes and capabilities that follow strategy<br>
04
Digital Transformation Capability Model Empower Your Employees
Digital talent management and development
Employee mobility
Productivity and collaboration
Tech-enabled employee engagement Optimize Your Operations
Data-driven logistical planning
Digital equipment management
Intelligent process
Quality control management
Digitized front line and back office operations Transform Your Products
Research and ideation
Product development
Product launch Engage Your Customers
Digital Advertising and CLM
Customer data management Online and mobile commerce
Tech enabled stores
Omni-channel experience
Customer service automation<br>
Digital talent management and development
Employee mobility
Productivity and collaboration
Tech-enabled employee engagement Optimize Your Operations
Data-driven logistical planning
Digital equipment management
Intelligent process
Quality control management
Digitized front line and back office operations Transform Your Products
Research and ideation
Product development
Product launch Engage Your Customers
Digital Advertising and CLM
Customer data management Online and mobile commerce
Tech enabled stores
Omni-channel experience
Customer service automation<br>
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Digital Transformation Capability Model Engage Your Customers
Digital Advertising and CLM
Customer data management Online and mobile commerce
Tech enabled stores
Omni-channel experience Customer service automation Empower Your Employees
Digital talent management and development
Employee mobility
Productivity and collaboration
Tech-enabled employee engagement Optimize Your Operations
Data-driven logistical planning
Digital equipment management
Intelligent process
Quality control management
Digitized front line and back office operations Transform Your Products
Research and ideation
Product development
Product launch<br>
Digital Advertising and CLM
Customer data management Online and mobile commerce
Tech enabled stores
Omni-channel experience Customer service automation Empower Your Employees
Digital talent management and development
Employee mobility
Productivity and collaboration
Tech-enabled employee engagement Optimize Your Operations
Data-driven logistical planning
Digital equipment management
Intelligent process
Quality control management
Digitized front line and back office operations Transform Your Products
Research and ideation
Product development
Product launch<br>
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Digital Transformation Capability Model Optimize Your Operations
Data-driven logistical planning
Digital equipment management
Intelligent process
Auality control management
Digitized front line and back office operations Engage Your Customers
Digital Advertising and CLM
Customer data management Online and mobile commerce
Tech enabled stores
Omni-channel experience Customer service automation Empower Your Employees
Digital talent management and development
Employee mobility
Productivity and collaboration
Tech-enabled employee engagement Transform Your Products
Research and ideation
Product development
Product launch<br>
Data-driven logistical planning
Digital equipment management
Intelligent process
Auality control management
Digitized front line and back office operations Engage Your Customers
Digital Advertising and CLM
Customer data management Online and mobile commerce
Tech enabled stores
Omni-channel experience Customer service automation Empower Your Employees
Digital talent management and development
Employee mobility
Productivity and collaboration
Tech-enabled employee engagement Transform Your Products
Research and ideation
Product development
Product launch<br>
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Digital Transformation Capability Model Optimize Your Operations
Data-driven supply chain and logistics
Digital equipment management
Intelligent process and quality control
Digitized front line and back office operations Transform Your Products
Research and ideation
Product development
Product launch Engage Your Customers
Digital Advertising and CLM
Customer data management Online and mobile commerce
Tech enabled stores
Omni-channel experience Customer service automation Empower Your Employees
Digital talent management and development
Employee mobility
Productivity and collaboration
Tech-enabled employee engagement<br>
Data-driven supply chain and logistics
Digital equipment management
Intelligent process and quality control
Digitized front line and back office operations Transform Your Products
Research and ideation
Product development
Product launch Engage Your Customers
Digital Advertising and CLM
Customer data management Online and mobile commerce
Tech enabled stores
Omni-channel experience Customer service automation Empower Your Employees
Digital talent management and development
Employee mobility
Productivity and collaboration
Tech-enabled employee engagement<br>
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Emerging Technology Trends Analytics and access to the right data enable new insights and decision-rich information, and allows us make use of such data. Virtualize and consume infrastructure, platforms, and applications as a service (XaaS) enables better scalability and flexibility. Enable new ways and drive expectations of interaction, personalization, and building relationships within organization and with customers. Protection of information systems from theft or damage to the hardware, the software, and the information of our users. The uninterrupted trend of using mobile devices impacts how people interact, use information, and how businesses reach them. Connected devices of all kinds and cheap integrations everywhere create large amounts of data in need of effective management.<br>
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Levers to Digital Transformation Demand Generation Reach & Selection Purchase Process Customer Experience New Business Models Agility Asset Utilization Process Efficiency Business Driver Levers Business Enabler Levers<br>
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Levers to Digital Transformation – Examples<br>
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Customer Experience Matrix The Customer Experience Matrix depicts 4 different kinds of Customer Experience, driven by varying degrees of capability in customer interaction and customer data access. Growth Drivers<br>
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TRADITIONAL PROCESS MODERN PROCESS Discover/ Consider Purchase Shift in Customer Experience In the modern view, the customer goes through a cyclical process, as she moves from Discover/Consider to Purchase and eventually back again. Each phase in the process represents a potential marketing battleground where companies compete for the customer’s purchase and loyalty. This is a fundamental shift from the traditional view of sales, which is conceptualized linearly (with no feedback cycle component).<br>
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Social Media on Customer Decision Journey Initial
Consideration Moment of
Purchase Active
Evaluation Continuation of Evaluation Post-Purchase Experien1ce PHASES 1. MONITOR 2. RESPOND 3. AMPLIFY 4. LEAD<br>
Consideration Moment of
Purchase Active
Evaluation Continuation of Evaluation Post-Purchase Experien1ce PHASES 1. MONITOR 2. RESPOND 3. AMPLIFY 4. LEAD<br>
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Customer Decision Journey<br>
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Customer Interaction Channel Map Initial Consideration Active Evaluation Moment of Purchase Post-purchase Experience Continuation of Evaluation MARKETING COMMERCE SERVICE SALES Computer Mobile Social Retail In-Person
Support Telephone
Support<br>
Support Telephone
Support<br>
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Nonstop Customer Experience Model Customers now expect their experiences to be continuous, constant, customized, and cross-channel—the key for us is to deliver a continuous customer experience. Promises Delivery Evaluate<br>
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Operational Improvement Operational improvement can be achieved through new combinations of information, processes, channels, and workforce abilities that leverage new, high-performance business and operating models. Here are several such examples: Agility<br>
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STAGE 02
Monitor & relate production, distribution & shipment of products and services STAGE 01
Administrator schedules meeting for candidate to complete paperwork STAGE 03
Regular check-ins on internal inventories, productions, distributions & sales STAGE 04
Using different strategies and approaches to view the entire chain regularly. STAGE 06
Control the management flow of products & services, from product origin. STAGE 05
Working efficiently at each and every step involved in the entire chain process. Process Automation<br>
Monitor & relate production, distribution & shipment of products and services STAGE 01
Administrator schedules meeting for candidate to complete paperwork STAGE 03
Regular check-ins on internal inventories, productions, distributions & sales STAGE 04
Using different strategies and approaches to view the entire chain regularly. STAGE 06
Control the management flow of products & services, from product origin. STAGE 05
Working efficiently at each and every step involved in the entire chain process. Process Automation<br>
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Critical Questions for Management How can digital help me to improve financial performance? Where is the profitability of our products/services threaten by digital e.g. new market entrants with much lower costs structures? How to better control the business with real-time info? Does our marketing strategy leverage opportunities of new technologies to improve our digital consumer value proposition? Is there sufficient insights on how users use digital technologies? How does digital facilitate customer retention? What new capabilities and organizational structures are required to design and deliver new digital outcomes? How does digitization help us attract and keep the best talent? What will the future of work look like in our organization? CDO CMO CHRO<br>
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What should I do about digital disruptions in my industry? How does digital help me grow the business, enter new markets or strengthen the position? How does it threaten my value chain ecosystem of customers, suppliers, business partners? How do I use digital to align the organization for increased speed to market and more flexibility? How to deploy digital solutions to improve process efficiency? Does digital change the level of vertical and horizontal integration? Where does IT help create new business models & opportunities? Does the IT organization have the capabilities to facilitate innovation and enable the business strategy? What areas does the company need to invest in in order to be ahead of the technology curve? CEO COO CIO CFO Critical Questions for Management (Cont.)<br>
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Customer Experience Digital Maturity Assessment<br>
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Workplace Digital Maturity Assessment<br>
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Information & Technology Digital Maturity Assessment<br>
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3-4 FRAGMENTED 5-7 MODERN 8-10 DIGITAL 11-12 ACCELERATED LAGGARD 9-13 ADOPTER 14-22 INNOVATOR 21-31 VISIONARY 31-36 Score Results Interpretation Maturity classification: total combined score (across transformation areas)<br>
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Digital Maturity Of Customer Experience TOTAL 9 Digital Maturity Of Operations TOTAL 8 Digital Maturity Of IT TOTAL 9 Digital Maturity Assessment Scoring<br>
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Digital Maturity Model Crawl Walk Run<br>
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Digital Maturity Levels TRANFORMED
New approaches are emerging through the digitization of core processes, products and services. New control models are required. INTEGRATED
Digital media is integrated more deeply into business models where strategies have been developed and implemented DEFINED
Strategies are developed from pilot, project experiences. A basic awareness of digital change develops within company CONCEPTUAL
Digital transformation has already been carried out with certain projects, but no cross-departmental corporate strategy can be defined NO MATURITY
Digital change has been discussed in some areas, but there is still no implementation strategy<br>
New approaches are emerging through the digitization of core processes, products and services. New control models are required. INTEGRATED
Digital media is integrated more deeply into business models where strategies have been developed and implemented DEFINED
Strategies are developed from pilot, project experiences. A basic awareness of digital change develops within company CONCEPTUAL
Digital transformation has already been carried out with certain projects, but no cross-departmental corporate strategy can be defined NO MATURITY
Digital change has been discussed in some areas, but there is still no implementation strategy<br>
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STRATEGY MONITOR IMPLEMENT ROADMAP FUTURE STATE CURRENT STATE Change management & communication Governance evolution Program and project management / pmo Execution Framework Overview<br>
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STRATEGY MONITOR IMPLEMENT ROADMAP FUTURE STATE CURRENT STATE CHANGE MANAGEMENT & COMMUNICATION GOVERNANCE EVOLUTION PROGRAM AND PROJECT MANAGEMENT / PMO Execution Framework<br>
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TARGET OPERATING MODEL LAYER
How the Digital organization will be structured and fit into the rest of the organization.. Choose between centralized, decentralized, hybrid governance model. PEOPLE LAYER
Describes how the people are organized from both a geographic and business unit perspective, including lines of reporting and spans of control. TECHNOLOGY LAYER
The applications that are used to enable the processes, policy compliance, internal controls, and generation of reports. CHANNELS LAYER
Determine the various digital channels to integrate into the Digital Strategy. Decide on specific channel selection and cross-channel integration/collaboration. PROCESS LAYER
Outlines how specific process steps link to functions or departments that perform each step and accompanying policies/procedures to be followed when performing the process steps. SERVICE LAYER
Describes how services are delivered. Includes Shared Service Center, Centers of Excellence, Business Partnering, Self Service, and outsourcing concepts. Six Layers of Successful Execution<br>
How the Digital organization will be structured and fit into the rest of the organization.. Choose between centralized, decentralized, hybrid governance model. PEOPLE LAYER
Describes how the people are organized from both a geographic and business unit perspective, including lines of reporting and spans of control. TECHNOLOGY LAYER
The applications that are used to enable the processes, policy compliance, internal controls, and generation of reports. CHANNELS LAYER
Determine the various digital channels to integrate into the Digital Strategy. Decide on specific channel selection and cross-channel integration/collaboration. PROCESS LAYER
Outlines how specific process steps link to functions or departments that perform each step and accompanying policies/procedures to be followed when performing the process steps. SERVICE LAYER
Describes how services are delivered. Includes Shared Service Center, Centers of Excellence, Business Partnering, Self Service, and outsourcing concepts. Six Layers of Successful Execution<br>
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Effective Change Management is about getting people ready, willing, and able to deliver the sustainable business benefits.
Change Management plays a critical role in achieving organizational adoption
Communications is a key strategic lever to enhance awareness, buy-in, and ownership across our organization. CHANGE MANAGEMENT AND COMMUNICATION Program Design and Governance is the management framework within which project decisions are made.
The role of project governance is to provide a decision-making framework that is logical and repeatable to govern our capital investments. GOVERNANCE EVOLUTION To ensure the success of a project, a Project Management Office (PMO) should be set up.
Many established structured approaches to project management have been developed, such as PRINCE2 framework. PROGRAM AND PROJECT MANAGEMENT / PMO End-to-End Work Streams Execution<br>
Change Management plays a critical role in achieving organizational adoption
Communications is a key strategic lever to enhance awareness, buy-in, and ownership across our organization. CHANGE MANAGEMENT AND COMMUNICATION Program Design and Governance is the management framework within which project decisions are made.
The role of project governance is to provide a decision-making framework that is logical and repeatable to govern our capital investments. GOVERNANCE EVOLUTION To ensure the success of a project, a Project Management Office (PMO) should be set up.
Many established structured approaches to project management have been developed, such as PRINCE2 framework. PROGRAM AND PROJECT MANAGEMENT / PMO End-to-End Work Streams Execution<br>
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IT Governance Model<br>
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THANK YOU Questions?<br>