The COVID crisis has accelerated digital transformation of many industries. APIs are a keystone technology, supporting both broad, enterprise-wide transformation projects, and rapid-cycle innovation that transforms how we work together across departments or teams. In today’s talk, we will consider the role of APIs across three pillars of digital transformation: Customer Experience, Operations, and the Employee Experience of our organizations.

1. 1
APIs & the
Three Pillars of
Digital Transformation

2. 2
Digital Transformation from the Inside Out
Alianna Inzana
API Testing & Virtualization
| Different in a Digital Business
| 3 Pillars of Digital Transformation: 2014 vs 2020
| Digital Transformation: COVID
| Operations
| Employee Experience is Really DX: Fight Me

3. 33
90% of CEOs believe the digital economy will
impact their industry, but less than
15% are executing on a digital strategy
— MIT Sloan & CapGemini
|

4. 44
Digital Transformation (DG) thru Projects Great & Small
Rapid-Cycle Innovation Projects
• Giant, transformational
projects – impacting all or
most of an enterprise
• Focus on fundamental
changes: technology, culture,
policy
Marquee DG Projects
• Business-led modernization
of workflows – within or
across depts or workgroups
• Focus on business agility:
quick wins and iteration

5. 55
Digital Transformation: Impacts to Your Organization
Who led the Digital Transformation
of your organization?
CEO
COVID-19
CTO

6. 66
Digital Transformation: Impacts to Your Organization
Who led the Digital Transformation
of your organization?
CEO
COVID-19
CTO

7. 7
Genesis: Three Pillars of Digital Transformation - 2014
Customer Experience Operations Business Models
• Transforming how
organizations
understand their
consumer
• Expanding consumer
touchpoints
• Automating processes
which were previously
manual and labour-
intensive
• Enabling collaboration
across teams and
legacy silos to deliver
value
• Adding digital layer to
existing business
• Creating new digital
business – to
complement
traditional go-to-
market channels
G. Westerman, D. Bonnet, “The New Elements of Digital Transformation”, MIT Sloan Mgmnt Review, Nov 2020. https://sloanreview.mit.edu/article/the-new-elements-of-digital-transformation

8. 8
New & Improved: 3 Pillar Sandwich of Digital Capability - 2020
Customer Experience Operations Employee Experience
• Experience Design
• Customer Intelligence
• Emotional Engagement
• Core Process
Automation
• Connected & Dynamic
Operations
• Data-Driven Decision
Making
• Augmentation
• Preparing for the
Future
• Flexible Workforce
Business Model
Digital Platform
G. Westerman, D. Bonnet, “The New Elements of Digital Transformation”, MIT Sloan Mgmnt Review, Nov 2020. https://sloanreview.mit.edu/article/the-new-elements-of-digital-transformation

9. 99
Every digital transformation is going to
begin and end with the customer...
- Marc Benioff, Co-CEO, Salesforce
|

10. 1010
Delivering Exceptional Customer Experience is API-Driven
Amazon, 1995 Amazon, 2020
• Experience Design is no
longer entirely UI-centric:
• Use of Voice Assistants for
shopping – underpinning
that experience are AI/NL
APIs that interpret users
requests and respond to
them.

11. 1111
Build Loyalty Through Customer Intelligence
Sephora Virtual Artist App
• Customer Intelligence – connecting
customer data across multiple platforms
and experiences and using that data to
augment or replace physical experiences
• Emotional Engagement – an emotionally
engaged customer is 52% more valuable
than a highly satisfied customer

12. 1212
A company can seize extraordinary
opportunities only if it is very good at
the ordinary operations
- Marcel Tellus
|

13. 13
Operational Transformation Requires Integration
| Core Process Automation: manufacturing execution,
autonomous warehousing, automation basics
| Connected & Dynamic Operations: optimizing
hardware, models, and process via the “Digital Twin”
is possible through API virtualization
| Data-driven Decision Making: integrating data from
across the company in real-time

14. 1414
Contract-driven Testing…now with Drones J
Construction Monitoring and Reporting using Drones and Unmanned Aerial Vehicles (UAVs)
Cost Savings
Schedule Compression
High Quality
Design & Construction
Completed Project much more
closely aligned w/ Design Intent
Eliminated need for
As-Built Drawings

15. 1515
“Documentation is a love letter
that you write to your future self.”
- Damian Conway|

16. 16
|Augmentation: enhancing employee
productivity or safety through
technology
|Future-readying: democratizing access
to training, mentorship, learning new
skills – and creating new digital
opportunities for learning
Employee Experience is Developer Experience (DX)

17. 17
API Governance Improves Operational Time-to-Value
• API standardization is the act of designing
consistent methods across all APIs, particularly
if they belong to the same entity.
• API standardization is key to creating efficiency
and interoperability.
• Standardization enables organizations to create
digital platforms for standardized API product
discovery, application testing, and developer
collaboration

18. 18
|Flexforcing: Organizations engage
with workers in the gig economy
(up to 43% of the US workforce,
Bureau of Labor Statistics BLS
projections) where APIs mediate
those marketplaces, and
contribute to resilience in staffing
APIs Power the Gig Economy

19. 1919
“In programming, the hard part isn’t solving
problems, but deciding what problems to solve.”
- Paul Graham
|

20. 2020
Digital Transformation from the Inside Out
• Digital Enhancements: still can be additive
to more traditional business models
• Information-based Service Extension:
combining product (traditional business
model) and services/data, both for
customer satisfaction and profit
• Digital Platforms: Core, external, and data
platforms provide both the infrastructure
and analytics that drive today’s business.

21. 2121
Thank You
Alianna Inzana
API Development Lifecycle Products
@AInzana
linkedin.com/in/aliannainzana