Presented by Ms Sharon Lau, Principal Lecturer & Consultant, Digital Strategy & Leadership Practice ,NUS-ISS, at NUS-ISS Learning Day 2019

1. Business Analysis in the Digital Age
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Ms. Sharon Lau, NUS-ISS
Principal Lecturer & Consultant
2nd August 2019

2. Agenda
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• ‘VUCA’ Environment In Digital Economy
• Digital Business Analysis

3. ‘VUCA’ Environment In Digital Economy
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4. ‘VUCA’ World
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5. Digital Technology is the New Business Driver
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ARTIFICIAL INTELLIGENCE & MACHINE LEARNING BLOCKCHAIN 3D/4D PRINTING
https://www.youtube.com/watch?v=nwPtcqcqz00

6. Customer Centricity in Digital Era
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SEAMLESS ONLINE OFFLINE
https://www.capitaland.com/international/en/about-capitaland/newsroom/news-releases/international/2018/may/nr-20180525-capitaland-shapes-funan-into-singapore-first-online-and-offline-shopping-mall.html

7. Customer Centricity in Digital Era
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CUSTOMER EXPERIENCE

8. Customer Centricity in Digital Era
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CUSTOMER PERSONALIZATION
https://www.youtube.com/watch?v=SmGRBoam1aA

9. Digital Business Analysis
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10. #ISSLearningDay
Digital Business Analysis
https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success

11. #ISSLearningDay
Support Evolving Business Models with
Platform Thinking
https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success

12. Top 10 Best-Performing Companies
In The World, 2019
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https://ceoworld.biz/2019/06/28/the-top-100-best-performing-companies-in-the-world-2019/

13. Platform Business Model
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 Platforms Business Model as new
Strategic Options
 Collaborate across your value-chain
to meet your Customer needs
 Collaborate with your competitors for
a win-win approach

14. Platform vs Ecosystem
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A business platform creates value by
facilitating exchanges between two or
more interdependent groups, usually
consumers and producers.
A business ecosystem is the network of
organizations involved in the delivery of a
specific product or service through both
competition and cooperation.

15. #ISSLearningDay
Disruptive Business Model

16. Envision the Outcome with Strategic Thinking
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https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success

17. #ISSLearningDay
Scenario Planning
Plausible Plausible
Plausible Plausible

18. Blue Ocean Thinking
#ISSLearningDayhttps://www.blueoceanstrategy.com/what-are-red-blue-oceans/

19. Strategy Canvas & ERRC Grid
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Competing Factors
• Graphical representation of Strategy
• Big Picture View
• Landscape Scanning
• Relative Positioning vs Competitors

20. Own the Product with Portfolio Thinking
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https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success

21. McKenzie 3 Horizons Model
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 The McKinsey three horizon model is
designed to highlight the difference
between near term investments which
expand current business operations
(Horizon 1) and future focused investments
which are more speculative.
 Horizon 2 and 3 focus on transformative
business opportunities, which while often not
“urgent” are very important for long term
survival.

22. Facebook 3 Horizons Model (2017)
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23. Infuse Customer Empathy with Design Thinking
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https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success

24. Customer Total Experience
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People are 2x
more likely to
share bad
customer
experiences
than good ones
2x 12
12 positive
experience to
make up for 1
unresolved
negative
experience
4%
Companies
hear only 4%
of its
dissatisfied
customers
7
7 times more
expensive to
find new
customer than
keep existing
one
60%
60% will try
new brand if it
provides
better
experience
https://www.helpscout.net/75-customer-service-facts-quotes-statistics/
https://www.superoffice.com/blog/customer-experience-strategy/

25. Design Thinking
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26. Customer Persona, Journey Map, Service Blueprint
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https://www.getcloudapp.com/blog/customer-persona
https://www.edrawsoft.com/customer-journey-map-templates.php
http://www.factotum-design.co.uk/service-design/

27. Enable Smart Decision With Data Thinking
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https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success

28. Stich Fix
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https://www.youtube.com/watch?v=Bqc9GfB8oa4

29. Successful Product Launch, or is it?
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30,000 new consumer products are
launched annually, 95% of them fail.
Questions the team asked:
Who is buying?
Who is not buying?
When?
Why?
What is the impact of the marketing
campaign?
How would sales be like next month?
What should we be doing?

30. The More Insights, The Better Decision
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31. Learn Continually with Agile Thinking
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https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success

32. Agile Thinking
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https://www.iiba.org/globalassets/standards-and-resources/whitepapers-and-studies/files/embrace-agility.pdf
• MVP
• Product Roadmap
• Portfolio Kanban
• Visioning
• Value Stream Mapping
• Kano Analysis
• Story Mapping
• Retrospective
• Story Decomposition

33. Digital Business Analysis
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• Digital Environment Scanning
• Platform Thinking
• Strategic & Portfolio Thinking
• Business Innovation & Design Thinking
• Data & Architecture Thinking
• Lean & Agile Thinking

34. Thank You!
Sharon.Lau@nus.edu.sg
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