NILF 2014: Aligning Business to Go Digital: Gary Matuszak, KPMG LLP

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  • By the time we’re done today, we will hopefully provide some important reasons to make use of and develop expertise around big data, and examine connections between big data and attracting and retaining customers.
  • Proof that “Big Data” is a “thing” - Oxford English Dictionary Adds 'Big Data‘, 6/13/2013Structured data is that which is typically found in databases – Customer Information Files and the like. Unstructured data is closely aligned with new media – data from Facebook, YouTube – that represents a challenge to marketers to classify, organize, and develop insights from.Using big data properly can create big gains for companies; using it poorly can result in big lossesZeta = 10^21 - or a 1 with 21 zeros
  • NILF 2014: Aligning Business to Go Digital: Gary Matuszak, KPMG LLP

    1. 1. Aligning Business to Go Digital Gary Matuszak, Partner, Global Chairman - Technology, Media & Telecommunications, KPMG LLP
    2. 2. Today’s Objectives and Topics Objectives Share thoughts and perspectives on how to align your business for “Digital” Topics What are the factors underlying “Digital Transformation” and what is its role in Customer Centricity Strategies and tactics for adoption and integration of Digital Models Common challenges and pitfalls with implementation © 2014 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. 2
    3. 3. Digital’s role in customer centricity Puts the customer at the center of the transaction and the interaction, providing choice and personalized experiences wherever and whenever possible, conveying value and growing loyalty through personalization Personalized offers- leave the notion of “form letter” behind Geo-aware, context enabled, serving customers, making the workforce more productive, and enhancing other products Payment convenience (Amazon’s one-click), and alternative payment providers (Square, Stripe) Mobile E-Commerce Enhancing experience through use of mobile capabilities (camera, GPS) Content Personalized whenever possible; context aware (use of video in the home; graphics when in work) Uses CRM and master data information to equip CSR with suggestion and history matched to each customer Email Contact Center Customer Websites Apps Always-on, tone and messaging appropriate, using 1-to-1 or 1-to-many communication Social Media Can your company do all this? © 2014 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. Dynamically-generated content to provide a personal experience each time, every time 3
    4. 4. Winning in the digital era Ashutosh Vaidya
    5. 5. How do these technologies help businesses win in the Digital era? Emerging technologies’ leve Newer business needs points Differentiated Faster revenue growth and customer loyalty Increased employee productivity Profitability through smoother business operations Business Outcomes 5 customer engagement and innovative revenue channels #Social, Employee Mobile, Analytics collaboration and enablement for efficiency &business Intelligent efficacy #Mobile, Social are processes which more agile and optimized #Analytics, Mobile New technology for driving business outcomes #Cloud Business Innovation Services
    6. 6. Blueprint for adopting disruptive technologies Embedding digital transformation into DNA Reorgani Revamp Rethink Realign Org ze Business Operationa model Establish revised business model and strategy centered around digital transforma Social Media tion Org structure Create a new organizatio n to drive digital transforma tion programs Mobi lity capabilitie s Build new capabilities in support of the transforma tion Analyti cs l levers Set up new operational enablers to drive adoption and change management Clou d Business Innovation Services
    7. 7. ALIGNING BUSINESSES TO GO DIGITAL: CEO’S AGENDA Rohit Kapoor, CEO, EXL Service FEBRUARY 14, 2014
    8. 8. Agenda 1. Global Service Providers are using digitization to transform our business model… 2. … but challenges remain in implementation 3. CEO need to balance Digitization Investments 8
    9. 9. 1. Global Service Providers are using digitization to transform our business model… 9 We are increasingly dependent on digitization to “Win, Service and Retain” customers  Shift of focus from labor arbitrage towards high value strategic work (e.g. analytics, regulatory compliance) New Services  Integrated platform plus servicing plus analytics value proposition / Products  Platform-as-a-service (PaaS) and Business Process-as-a-Service (BPaaS) Marketing Sales  Use of social media websites such as LinkedIn and Facebook  New communication mediums like Webinars and YouTube to showcase new capabilities to a global audience  Increasing use of smart phones, tablets and phablets by sales people to answer prospects’ queries in real time  CRM tools readily help store and manage customer data and requirements  Reduced response time through faster sourcing of information from global offices and multiple business units  Constant communication with clients using tools like video conferencing  Dashboard and visualization tools to provide clients insights about the Customer performance of their outsourced operations Management  Customized, optimized and technology enabled solutions
    10. 10. 2. …but challenges remain in implementation 10 Despite major productivity gains potentially realizable from digitization, companies have been slow in realizing their digital ambitions Cultural Barriers: Companies find it difficult to trickle down the culture of the “need to digitize” from the executive level to the management level Lack of Urgency: Fail to recognize the significantly higher level of urgency required to adapt Incentive Structures: Performance evaluation tends to focus on meeting shortterm profitability goals and less on future long term benefits from digitization efforts Technology Systems: Some organizations still rely on obsolete IT systems that are unable to support their digital goals Legacy Workers: Older executives tend to lack drive of younger innovators Unclear Roles and Responsibilities Silo-ed Digitization efforts by business units
    11. 11. 3. CEO need to balance Digitization Investments 11 We need to balance digital investments across four key objectives in order to maximize shareholder returns Operational Effectiveness Employee Productivity Customers Satisfaction Information Security and Data privacy Maximize Shareholder Returns: Revenue creation, profitability and market valuations are directly proportional to the extent of digitization
    12. 12. Thank you

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