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.
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.
To meet high customer expectations, companies
must reinvent the entire business process -
including cutting the number of steps required,
reducing the number of documents.
Look at how everything is done
and ask “why”?
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.
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.
Question # 5
How do you
involve external people
Xiaomi crowdsources features of its
new mobile phones rather than investing
heavily in R&D.
Telstra crowdsources customer service,
so that users support each other to resolve
problems without charge.
Question # 6
How do you use analytics
to better understand users?
Being digital is about implementing a cyclical
dynamic where processes and capabilities are
constantly evolving based on inputs from the
An integrated analytics approach can
free up 15 – 20% of marketing spending.
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.
Question # 7
How do you continuously adapt
your products and services?
Successful digital businesses continuously
scout out new ideas and carefully manage
their own product pipelines.
Question # 8
What transportation apps
do you use to get from a to b?
Question # 11
How open are you to
do things differently?
Being digital requires being open to
re-examining your entire way of doing
business and understanding where the
new frontiers of value are.
Question # 12
How often do you
try out new things?
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.
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