Digital Native Enterprise: Disrupt to Transform, Transform to Succeed

Harriet Paterson
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Massimo De Faveri , Business Developer presso ECUBE at ECUBE
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La capacità di sviluppare e implementare una strategia per la trasformazione digitale del modello di business – (Leadership Transformation)
La capacità di orchestrare l’universalità dei canali digitali in modo coerente per fidelizzare i clienti – (Omni-Experience Transformation)
La capacità di sfruttare le informazioni per ottenere un vantaggio competitivo, consentendo all'azienda di rispondere alle opportunità rapidamente, prendendo decisioni informate (Information Transformation)
La capacità di rendere le business operation più reattive ed efficaci, facendo leva su prodotti/servizi, asset, persone e partner connessi digitalmente – (Operating Model Transformation)
La trasformazione del modo in cui le aziende – attraverso le tecnologie digitali – accedono ai talenti, li connettono tra loro e con l'ecosistema per generare valore – (WorkSource Transformation)

L'NPS è un indicatore che misura la proporzione di “promotori” di un prodotto, marca o servizio, rispetto ai “detrattori”. Il numero può andare da -100 (tutti sono detrattori) a +100 (tutti sono promotori). Il NPS si basa su un’unica domanda da sottoporre a chi ha utilizzato il servizio: "Con quale probabilità consiglieresti questo prodotto/servizio/sito a un amico o a un collega?"
Le risposte fornite dai clienti sono classificate come segue:
0-6 = Detrattori: clienti insoddisfatti che potrebbero danneggiare il brand attraverso un passaparola negativo.
7-8 = Passivi: clienti soddisfatti ma indifferenti, che non generano passaparola di alcun tipo e non consigliano né sconsigliano l'azienda e per questo considerati "neutri" nel calcolo dell'NPS.
9-10 = Promotori: clienti felici che riacquisteranno il prodotto e lo consiglieranno ad altre persone.
Il Net Promoter Score viene calcolato sottraendo la percentuale di detrattori alla percentuale di promotori ottenuta. Il risultato però non viene espresso in punti percentuale, ma come numero assoluto compreso tra -100 e + 100.
Dunque la formula è:
NPS = % Promotori - % Detrattori

Fino ad oggi traditional IT e Digital IT hanno dovuto coesistere

Implementing the Enterprise DX Platform — An Integrated Architecture
This last example is an increasingly common storyline as we discuss deployment of the DX platform and is central to our guidance to organizations. The approach should be neither bi-modal nor fully synchronized, but one in which a platform is chosen that can support the fast innovation dictated by digital transformation, while also enabling the modernization of the existing application portfolio that will likely happen at a more measured pace. However, when the modernization is complete, new innovations and updated applications will share a common set of services that will enable more rapid continuous improvement at a much lower cost of ownership.
In this model, the intelligent core is not a separate environment, but is brought to the center of the integrated DX platform so that integration points between the new and old styles of IT can be brought closer together.
As you think about this new integrated platform, we would like to propose an entirely new way of thinking about your future technology architecture. Rather than focus on drawing another platform with technology stacks, let's think of this in terms of an infinity loop, circling around an intelligent core.
With this approach, data comes into your organization through connected assets, your employees, connected processes, or as other data streams through APIs. This data circulates through the intelligent core, which can pull out insights. Those insights circle back into your organization as improved internal processes. But data also comes in through your ecosystem engagements through bots, mobile devices, augmented reality (AR)/virtual reality (VR), connected vehicles, etc. This data circulates through the intelligent core, which turns the data into actions to be taken when engaging with the ecosystem.
The Intelligent Core
Enterprise users will look to aggregate and use data from a variety of information sources to create a more dynamic, accurate, and actionable view of the business. As advanced analytics and machine intelligence play a larger role in all aspects of every interaction, companies will look to identify and aggregate data that can increase the value created by a business process. Data from systems of record and systems of engagement will be merged with a wealth of data acquired form industry clouds, commercial data services, and other sources creating a central repository for valuable information. This data represents the valuable and actionable information that can be used to improve the outcomes and value of business processes.
This becomes the intelligent core of the digitally transformed enterprise. The core houses data that has been identified as providing value to the enterprise beyond single systems and processes. Data about customers, products, trends, markets, pricing, and a wealth of other data elements have value beyond the single transaction or process, and part of the core's basic operation is a way to algorithmically recognize the data that has actionable value, and to ensure that this is then added to the core. Over time, the most valuable and actionable data will experience a type of "logical data gravity." It will settle in the core where it can be widely accesses and continually reanalyzed, as opposed to remaining in an isolated silo to be used by multiple processes.
Algorithms will also seek data from external sources via APIs and relationships with data brokers and industry clouds to improve the insight and outcomes of the business process. This core is very different than legacy data warehouses which simply act as repositories of data. The new core is iterative and value seeking, and makes use of sophisticated integration and machine intelligence technologies. Its focus is on producing better actions and outcomes in real-time as part of the day-to-day operations of the business by improving awareness of available data, augmentation of human decision making, and the automation of tasks and process decisions made by humans. The scope of decisions that will be automated will expand exponentially, starting with tactical decisions about how to process data to narrowly scoped, task-level business decisions, to connected decisions about end-to-end business processes. As systems learn more, they will be able — over time — to automate more.
The intelligent core will require a new architecture based on the premise of comprehensive awareness, human decision-maker augmentation, and machine decision-making automation. The guiding software development principle will be to "break the rule" (i.e., to change the software development, data processing, and management processes from the rules-dominated paradigm to one that is constantly and automatically adapting based on continuous observation, analysis, and iteration). This architecture will include API-based data, analytics with insights services, and intelligent orchestration of data throughout a network of core and edge entities (machines, things, humans, apps, bots, data stores) connected via the cloud to the intelligent core.

Digital Native Enterprise: Disrupt to Transform, Transform to Succeed

IDC Italy

Digital Native Enterprise: Disrupt to Transform, Transform to Succeed