More Related Content Similar to Neil Ward-Dutton, Founder & Research Director at MWD Advisors - Innovating digital operations through a new wave of workplace technology (20) More from Global Business Events (20) Neil Ward-Dutton, Founder & Research Director at MWD Advisors - Innovating digital operations through a new wave of workplace technology1. Innovating digital operations through a
new wave of workplace technology
mwd
a d v i s o r s
helping you create business improvement from IT investment
Neil Ward-Dutton
Founder, Research Director
2. A perfect storm
Cloud services Social platforms Mobile and multi-channel IoT Big Data …
“If the rate of change
on the outside exceeds
the rate of change on
the inside, the end is
near.”
- Jack Welch
© MWD Advisors 2014 www.mwdadvisors.com 2
3. Competing purely on price or product is unsustainable.
What about customer experience?
Service
Home from home
Seamless
“Always”
Open
These companies are setting your customers’ expectations for service and experience
© MWD Advisors 2014 www.mwdadvisors.com 3
4. Joining the dots
Digitally integrated business activities
Gather intelligence through
each customer journey to make
future experiences more
engaging Marketing
Your
customer
Customer
Journey
stage 1
Customer
Journey
stage 2
Customer
Journey
stage 3
Customer
Journey
stage n
Service
Customer
Journey
stage n+1
Sales
Operations
© MWD Advisors 2014 www.mwdadvisors.com 4
5. Delivering on customers’ expectations –
the challenge
Your core
Supplier X
Partner B
Partner A
Your service
centres
Supplier Y
Enterprises and value
chains have been
engineered to be
dispersed, flexible
Great experiences need
to be integrated
© MWD Advisors 2014 www.mwdadvisors.com 5
6. Never drop the ball
Share knowledge and co-ordinate work at scale
© MWD Advisors 2014 www.mwdadvisors.com 6
7. Digital strategy cannot exist in a vacuum
Leveraging new platforms for new types of connection, exchange and transaction
Internet of
conversations
Customer strategy
Product / service
strategy
DIGITAL STRATEGY
driven by data
Operations strategy
Internet of
applications,
platforms
Internet of
infrastructure,
products
Internet of
personal
devices
© MWD Advisors 2014 www.mwdadvisors.com 7
8. What CIOs think about digital strategies
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
We can become more efficient
We can better connect to customers and markets
We can become more profitable
We can compete more effectively
We can become more agile
We know how to measure its success
We can reshape our internal operations and management
systems
We can reinvent our products and services
It takes our existing technology strategies and investments
into account
It's well understood by all functional and line-of-business
leaders
We have all the technology skills we'll need
We have all the change management skills we'll need
Don't know
Strongly disagree
Partly disagree
Neutral
Partly agree
Strongly agree
© MWD Advisors 2014 www.mwdadvisors.com 8
9. What CIOs think about digital strategies
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
We can become more efficient
We can better connect to customers and markets
We can become more profitable
We can compete more effectively
We can become more agile
We know how to measure its success
We can reshape our internal operations and management
systems
We can reinvent our products and services
It takes our existing technology strategies and investments
into account
It's well understood by all functional and line-of-business
leaders
We have all the technology skills we'll need
We have all the change management skills we'll need
Don't know
Strongly disagree
Partly disagree
Neutral
Partly agree
Strongly agree
© MWD Advisors 2014 www.mwdadvisors.com 9
10. An emerging Digital Work Platforms space
(For ball-dropping avoidance)
Workflow/
BPM
Case
Management
Collaboration
Project/Task
Management
Integrated
Immediate
Open
Tailored
Consistent
Engaging
…
Measurable
Auditable
Improvable
© MWD Advisors 2014 www.mwdadvisors.com 10
11. mwd
a d v i s o r s
helping you create business improvement from IT investment
Discussion
11
12. Some proposed discussion points
• Do you see this trend?
• Do you already have an investment in this
area?
• Do you have a digital work platform strategy?
• Is there value in ‘digitising’ the workplace?