Digital transformation Before and After Seminar, 6th August, Perth.
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Evidenced by 'before and after' case studies and presented buy our Global Head of Digital, Lindsay Herbert, this presentation covered; • Three stages of digital transformation • The top global trends affecting all sectors and industries • How to craft your own vision in order to enhance customer experience, gain competitive advantage, improve engagement, and drive down the cost to serve
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Digital transformation Before and After Seminar, 6th August, Perth.
- 1. BEFORE &AFTER PRECEDENT AUSTRALIA AUGUST 2015 HOWTOBUILDADIGITALCULTURE LINDSAY HERBERT GLOBAL HEAD OF DIGITAL at PRECEDENT DIGITALTRANSFORMATION @lindzeiy @precedentcomms #precsem
- 2. WHAT IS DIGITAL? @lindzeiy @precedentcomms #precsem
- 3. WHAT IS DIGITAL? @lindzeiy @precedentcomms #precsem IN-HOUSE: – Websites – Tablet&mobile – Socialprofiles – Blogs&articles
- 4. WHAT IS DIGITAL? @lindzeiy @precedentcomms #precsem IN-HOUSE: – Websites – Tablet&mobile – Socialprofiles – Blogs&articles EXTERNAL: – Contentsyndication – SEO&SEM – Socialmarketing – Onlinecampaigns
- 5. WHAT IS DIGITAL? @lindzeiy @precedentcomms #precsem IN-HOUSE: – Websites – Tablet&mobile – Socialprofiles – Blogs&articles EXTERNAL: – Contentsyndication – SEO&SEM – Socialmarketing – Onlinecampaigns PHYSICAL: – Digitalsignage – Digitalkiosk – Virtualguide – Virtualhost
- 6. WHAT IS DIGITAL @lindzeiy @precedentcomms #precsem TRANSFORMATION?
- 7. Evolving an organisation’s ways of working in order to continue delivering its mission in the face of changing technology, competition, audience need and behaviour. @lindzeiy @precedentcomms #precsem
- 8. MEANINGFUL IDEAS, INTELLIGENTLY DELIVERED. ” @lindzeiy @precedentcomms #precsem
- 9. @lindzeiy @precedentcomms #precsem DIGITAL STRATEGY WEBSITES, TABLET & MOBILE DIGITAL TRANSFORMATION PRECEDENT.COM
- 10. @lindzeiy @precedentcomms #precsem 26 YEARS +100 EXPERTS IN DESIGN, TECH, STRATEGY & UX 6 LOCATIONS PRECEDENT.COM
- 12. 10 Best CDO Practices for Dealing with Digital Transformation 1. Buildahigh-performancedigitalteam 2. Digitalshouldbeeveryone'sjob 3. Don'tdodigitalforthesakeofdigital 4. Dofewerthingsbetter 5. Createanatmosphereofcollaboration 6. Bakedata-informedthinkingintotheculture 7. Thinkfromtheoutside-in 8. Sometimesit'sbettertobegforforgivenessthenaskpermission 9. Getexperimentalandanalytical 10. Managementneedstolivedigital Perry Hewitt, Harvard Chief Digital Officer
- 13. BARRIERS TO CHANGE • Misconceptions about digital • Departments trapped in silos • Traditional culture and mind sets • Rewards for being risk-averse • Small budgets (and getting smaller) • Wide gaps in audience knowledge @lindzeiy @precedentcomms #precsem
- 14. • Audiences are already digital-first • Competition from other sectors and areas • Opportunities to cost-save and grow reach • Competition for top staff talent • ‘Traditional’ services under scrutiny • Service ‘shelf life’ will only get shorter @lindzeiy @precedentcomms #precsem REASONS TO CHANGE
- 15. @lindzeiy @precedentcomms #precsem WHAT’S YOUR BEFORE& AFTER?
- 16. “In the last 5 years, the world has moved faster outside the business than in it.” H O W W O U L D Y O U T R A N S F O R M ? @lindzeiy @precedentcomms #precsem
- 17. “Our structure is too cumbersome, decision making too slow.” H O W W O U L D Y O U T R A N S F O R M ? @lindzeiy @precedentcomms #precsem
- 18. “We will be faster with innovation, smarter with taking risks, bolder with moves that drive transformation.” H O W W O U L D Y O U T R A N S F O R M ? @lindzeiy @precedentcomms #precsem
- 23. 20% MORE SPEND THAN IN-STORE
- 25. 30% MORE SPEND THAN CASHIERS
- 28. @lindzeiy @precedentcomms #precsem BUILDYOURVISION: SIX GLOBAL TRENDS
- 29. Generation Z don’t want what came before them.1
- 30. 47% of all jobs will disappear over the next 20 years. 2
- 31. ‘Global’ is achievable and everyone’s a jetsetter. 3
- 32. We experience life through our devices. 4
- 33. We’re about to be blindsided by climate change. 5
- 34. Local, bespoke & personalised are the new Big Business. 6
- 42. SURFACE AUDIENCE INTERNAL SUPERFICIAL CHANGE TO TEST THE CASE FOR BIGGER TRANSFORMATION. @lindzeiy @precedentcomms #precsem
- 43. SURFACE AUDIENCE INTERNAL TRANSFORM THE AUDIENCE EXPERIENCE WITHIN EXISTING CONSTRAINTS. @lindzeiy @precedentcomms #precsem
- 44. SURFACE AUDIENCE INTERNAL COMPLETE AND CONSIDERED TRANSFORMATION INSIDE AND OUT. @lindzeiy @precedentcomms #precsem
- 45. LEARNING FROM PROS: BEFORE &AFTER @lindzeiy @precedentcomms #precsem 3STAGESOFTRANSFORMATION
- 46. DISCUSSION TIME: WHAT’S YOUR &WHATARETHEBARRIERS? @lindzeiy @precedentcomms #precsem VISION
- 47. LEARNING FROM PROS: BEFORE &AFTER @lindzeiy @precedentcomms #precsem 3STAGESOFTRANSFORMATION
- 48. SURFACE AUDIENCE INTERNAL SUPERFICIAL CHANGE TO TEST THE CASE FOR BIGGER TRANSFORMATION. @lindzeiy @precedentcomms #precsem
- 50. BEFORE
- 51. BEFORE AFTER
- 54. SHARES UP FROM $8 IN 2009 TO $89 NOW
- 56. BEFORE
- 60. BEFORE
- 63. The Method: Which tactics will be used? How will they be planned and implemented?
- 65. STEP 1: TRANSFORM THE SURFACE H O W T O B U I L D A D I G I T A L C U LT U R E ✱ Tackle a specific problem or perception change online, with measurements in place. ✱ Create digital versions of existing offerings, incentivising their adoption. ✱ Track everything and share victories widely and loudly within the organisation. @lindzeiy @precedentcomms #precsem
- 66. SURFACE AUDIENCE INTERNAL TRANSFORM THE AUDIENCE EXPERIENCE WITHIN EXISTING CONSTRAINTS. @lindzeiy @precedentcomms #precsem
- 69. Gov.uk example • 25 things
- 70. BEFORE
- 72. 70% LESS INFORMATION (4 PAGES DOWN FROM 14)
- 75. “As the agent of thestate we can do things that are as good, if not better, than the rest of the private sector. I don't think people believed we could do that 2 years ago.” D I G I T A L T R A N S F O R M A T I O N @lindzeiy @precedentcomms #precsem
- 77. BEFORE
- 79. BLACKROCK
- 81. HIGHER ENGAGEMENT & LOWER WORKLOADS
- 83. BEFORE
- 89. STEP 2: TRANSFORM FOR AUDIENCES ✱ Collaborate outside comfort zones to enhance experiences for priority audiences. ✱ Make on-going audience feedback and engagement part of every new initiative. ✱ Track and escalate barriers to create plans and business cases for overcoming them. @lindzeiy @precedentcomms #precsem H O W T O B U I L D A D I G I T A L C U LT U R E
- 90. SURFACE AUDIENCE INTERNAL COMPLETE AND CONSIDERED TRANSFORMATION INSIDE AND OUT. @lindzeiy @precedentcomms #precsem
- 92. BEFORE
- 93. BEFORE AFTER
- 99. BEFORE
- 103. shared idea lived experience how it works effective plumbing
- 107. BEFORE
- 109. 277% INCREASE IN ONLINE DONATIONS
- 110. 40% INCREASE IN F&E DONATIONS = £1M
- 111. 74% INCREASE IN EVENT REGISTRATIONS
- 112. 25% INCREASE IN HEART MATTERS SIGN-UPS
- 113. STEP 3: TRANSFORM THE INTERNAL ✱ Get the right investment and authority, set expectations and communicate throughout. ✱ Tackle business critical processes and systems first with clear benchmarks and targets. ✱ Identify and implement ‘quick wins’ throughout using existing resources and skillsets. @lindzeiy @precedentcomms #precsem H O W T O B U I L D A D I G I T A L C U LT U R E
- 114. BUT WHAT DOES IT ALL MEAN? @lindzeiy @precedentcomms #precsem
- 117. @lindzeiy @precedentcomms #precsem BUILDYOURVISION: SIX GLOBAL TRENDS
- 120. MEANINGFUL IDEAS, INTELLIGENTLY DELIVERED. ” @lindzeiy @precedentcomms #precsem
- 121. @lindzeiy @precedentcomms #precsem DIGITAL STRATEGY WEBSITES, TABLET & MOBILE DIGITAL TRANSFORMATION PRECEDENT.COM
- 122. @lindzeiy @precedentcomms #precsem 26 YEARS +100 EXPERTS IN DESIGN, TECH, STRATEGY & UX 6 LOCATIONS PRECEDENT.COM
- 123. QUESTIONS & THANK YOU. @lindzeiy @precedentcomms #precsem
Editor's Notes
- 2008 where sales declined, stores were closing and the stock price was under 10$
- 2008 where sales declined, stores were closing and the stock price was under 10$
- 700 customer surveys coming in a week. Waitrose’s sales rose 2.9%, a relatively strong performance in a market which expanded by just 1%. grocery prices overall fell by 2%. April last year, the retailer surpassed its £1bn online sales target over a rolling 52-week period, a year earlier than planned. Its click-and-collect business is going from strength to strength with more than a third of all online orders collected in John Lewis or Waitrose stores. Mobile now accounts for more than 40% of traffic to Johnlewis.com and traffic is up more than 115% year on year.
- 700 customer surveys coming in a week. Waitrose’s sales rose 2.9%, a relatively strong performance in a market which expanded by just 1%. grocery prices overall fell by 2%. April last year, the retailer surpassed its £1bn online sales target over a rolling 52-week period, a year earlier than planned. Its click-and-collect business is going from strength to strength with more than a third of all online orders collected in John Lewis or Waitrose stores. Mobile now accounts for more than 40% of traffic to Johnlewis.com and traffic is up more than 115% year on year.
- 700 customer surveys coming in a week.
- . Furniture & Electrical collections requests were again over 20,000 for the month of March up 40% on March 2014 and representing roughly £1 million to the BHF. . Event registrations were up 74% this month on the same month last year. . Heart Matters sign-ups were up 25%.
- . Furniture & Electrical collections requests were again over 20,000 for the month of March up 40% on March 2014 and representing roughly £1 million to the BHF. . Event registrations were up 74% this month on the same month last year. . Heart Matters sign-ups were up 25%.
- . Furniture & Electrical collections requests were again over 20,000 for the month of March up 40% on March 2014 and representing roughly £1 million to the BHF. . Event registrations were up 74% this month on the same month last year. . Heart Matters sign-ups were up 25%.