How are you going digital?


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How are you going digital? 12 questions for you.

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How are you going digital?

  1. 1. How are you going digital?
  2. 2. Question # 1 How fast is your Internet access?
  3. 3. 80% of Italian homes do not have fast internet coverage: Millions without choices and without chances. Neelie Kroes
  4. 4. Question # 2 How do you use social media?
  5. 5. A digital business uses social to interact with customers, both proactively and responsively.
  6. 6. 11 advantages of using a blog for teaching
  7. 7. Question # 3 How do you create self service for users of your content?
  8. 8.
  9. 9. Rather than creating technology tools to help back-office employees type customer complaints into their systems, leading organizations create self-serve options for customers to type in their own complaints.
  10. 10. Historically, if you wanted to change the details on your account or change your address, you would have to ring up and talk to someone or go into a store. Now, you can access that function online or through your mobile phone, hence the costs are reduced.
  11. 11. Question # 4 How do you automate manual work?
  12. 12. To meet high customer expectations, companies must reinvent the entire business process - including cutting the number of steps required, reducing the number of documents.
  13. 13. Look at how everything is done and ask “why”?
  14. 14. Of the 700 end-to-end processes in banks, for example opening an account or getting a car loan, about half can be fully automated.
  15. 15. One bank digitized its mortgage-application and decision process, cutting the cost per new mortgage by 70% and slashing time to preliminary approval from several days to just 1 minute.
  16. 16. Question # 5 How do you involve external people using technology?
  17. 17. Xiaomi crowdsources features of its new mobile phones rather than investing heavily in R&D.
  18. 18. Telstra crowdsources customer service, so that users support each other to resolve problems without charge.
  19. 19. Question # 6 How do you use analytics to better understand users?
  20. 20. Being digital is about implementing a cyclical dynamic where processes and capabilities are constantly evolving based on inputs from the customer.
  21. 21. An integrated analytics approach can free up 15 – 20% of marketing spending.
  22. 22. Example
  23. 23. The Internet gives consumers new power to express their preferences and take their business elsewhere with the click of a mouse. In this environment, the customer’s needs and desires have to guide every aspect of a company’s operations.
  24. 24. Further inspiration
  25. 25. Question # 7 How do you continuously adapt your products and services?
  26. 26. Successful digital businesses continuously scout out new ideas and carefully manage their own product pipelines.
  27. 27. Question # 8 What transportation apps do you use to get from a to b?
  28. 28. Further inspiration
  29. 29. Question # 9 How do you use crowdfunding?
  30. 30. Crowdfunding
  31. 31. Question # 10 How do you continuously educate yourself?
  32. 32. Learning strategies
  33. 33. Question # 11 How open are you to do things differently?
  34. 34. Being digital requires being open to re-examining your entire way of doing business and understanding where the new frontiers of value are.
  35. 35. Further inspiration
  36. 36. Question # 12 How often do you try out new things?
  37. 37. BYOD is just the beginning. If your organization is going to attract and engage the most creative individuals in the world, then as a CIO you have to think about how you might help facilitate  SYOG - Set your own goals.  DYOJ - Design your own job.  PYOC - Pick your own colleagues.  AYOE - Approve your own expenses.  CYOB - Choose your own boss. Gary Hamel
  38. 38. The new, ideal IT person - a kind of “Homo digitus” is used to short delivery cycles and feels at ease operating across silos and working within cross-functional teams. Homo digitus is also output-minded and helps the business visualize solutions through rapid prototyping and experimentation.
  39. 39. Additional sources