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Digital Business Transformation Patterns
for a Mobile-First, Cloud-First World
Microsoft Internal – 12/19/2014
The Digital
Transformation
“Book of Dreams”
2
“At Microsoft, we’re proud to partner with and empower all our customers around the world with the leading technology
to seize the vast opportunities ahead.”
– Satya Nadella
Imagine if…
…you could enable customers to connect with
your business in ways that they choose, and
deliver personalized experiences anywhere,
anytime.
…if your employees could efficiently collaborate
to meet rapidly changing customer needs and
desires.
…you could broadly share information
throughout the business, manage resources
with agility, and better coordinate processes.
…you could use many channels to expand the
reach of your business, better understand how
customers use your products, and innovate
quickly.
Vision for Digital Transformation
Imagine if you could…
Keep up with your fast-
moving customers,
efficiently collaborating
to anticipate and meet
customer demands.
Increase the flow of
information across your
entire business
operations, better
manage your resources,
and keep your business
processes synchronized
across all boundaries.
Expand the reach of your
business using digital
channels, anticipate
customer needs,
understand how your
products are used, and
quickly develop and
improve products and
services.
Deliver personalized,
rich, connected
experiences in journeys
your customers choose.
Engage Your
Customers
Empower Your
Employees
Optimize Your
Operations
Transform Your
Products
Business Drivers for Digital Transformation
Focus Areas for
Key ExecutivesBusiness Drivers Business Benefits
Improved marketing and
sales effectiveness
Increased market share
Improved perceived services
Improved speed to market
Increase sales, customer acquisition,
retention, and satisfaction
Better predict potential buyer and
new product outcomes
Increase design and engineering
productivity
Identify and implement
manufacturing efficiencies
Improve production output
and quality
Increasing customer demand for
personalized experiences
Increased disruption from use of new
business models
Faster pace of customer and market
change
Increasing pressure to deliver more
value at a lower cost
Increasing pressure to manage
complex supply chain
Reduction in operating costs
Digital Transformation Capability Model
Engage Your Customers Optimize Your OperationsEmpower Your Employees Transform Your Products
Research and ideation
Product development
Product Launch
Data-driven supply chain and logistics
Digital equipment management
Intelligent process and quality control
Digital talent management and
development
Employee mobility
Productivity and collaboration
Tech-enabled employee engagement
Digital advertising and CLM
Customer data management and
analytics
Online and mobile commerce
Tech-enabled stores
Omni-channel experience delivery
Digitized front line and back office
operations
Customer service automation
Capability Map
Provide Strategy
& Direction
Market & Sell Products
& Services
Develop Products
& Services
Manage the Total
Supply Chain
Provide Customer
Service
Develop, Deploy, and Deliver
the Customer Experience
Collaborate with Customers to
Design/Build Products
Analyze Service Issues and
Implement Process
Improvements
Measure and Report Service
and product Quality Delivery
Performance
Assess Customer Satisfaction
and Report Net Promoter Score
Proactively Assure Product
Satisfaction (Save Sales)
Communicate with Customers
via any communication channel
Forecast Finished Goods and
Raw Materials
Plan Materials and Production
Demand and Capacity
Acquire Materials, Services,
and Products
Develop and Operate and/or
Acquire Manufacturing Capacity
Optimize Supply Chain
Performance
Assure Product and Service
Quality
Provide On-Site Assembly and
Configuration
Gather and analyze data to
Identify Markets, Segment
Customers, and Leverage the
Customer Base
Communicate the Brand
Continually Adapt Product
Packaging and Pricing
Target Markets, Customers, and
Segments and Execute Plans
for Attraction, Acquisition, and
Conversion
Continually Assess Viability and
Strategic Fit and Adapt the
Development Portfolio
Manage the Full Product
Service Life Cycle
Design and Prototype New
Products
Pilot New Products and
Product Refinements
Continually Improve Production
Capacity and Performance
Manage Iterative
Release/Certification Processes
Focus the Customer
Value Proposition
Collect, communicate, and
Understand the Customer,
Market, Competitive and
Regulatory Environment
Understand Customer Needs
and Map to Strategic Direction
Communicate and Manage to
Goals and Measures
Develop and Direct Risk
Mitigation and Management
Develop and Direct
Lean/Continuous Improvement
Eco System
Internal organization Distribution channelsSuppliers Partners API interfaces
Include in company strategy as
2 ways (consume and expose)
Include API into the product
and service development
considerations
Explore opportunities
Measure value
Leverage a partnership
eco-system
Drive towards agile business
strategy and business model
Develop partner eco-system
strategy
Define the key topics
(e.g. open innovations)
Identify key strategies with
clients
Define the boundaries
Agree on the reward and
benefit sharing
Measure value
Agree on the omni-channel
framework
Define updated KPI
Develop the integrated chain
Measure value
Agree on the business
objectives and respective
contributions
Define the development
models and benefit sharing
Update the operational
framework and objectives
(interfaces)
Refresh the supplier landscape
Measure value
Include consumer interactions
Structure the organization to
include the new approach
Assess organization culture and
implement management of
change
Assess skill and address gaps
Update KPI, department and
individual objectives to drive
change
Ensure continuity and
coexistence of the two models
8
Include consumers interactions
Digital Transformation Approach
Engage Your
Customers
Empower Your
Employees
Optimize Your
Operations
Transform Your
Products
Engage Your Customers
Digital Transformation Book of Dreams
Imagine if…
…you could enable customers
to connect with your business
in ways that they choose, and
deliver personalized
experiences anywhere,
anytime.
Pre-Purchase
• Learning of products and store
• Researching product online
• Talking to sales associates at store
• Use smartphone while at store to learn more
Purchase
• Ordering online
• Purchasing product in store
• Arranging payment
• Tracking shipment
Post-Purchase
• Receiving customer service
• Resolving problems anywhere
• Providing ideas to store and manufacturers
• Sharing experience with others
Customer Experience Journey Map
Digital Hotspots
?
Learn of store
and products
Browse products
on portal
Review
product ratings
Make purchase
Visit store to
pick up item
Shop at store
Receive personalized
assistance
At store, use phone
to find more info Quickly checkout
Leave with item, pick up
elsewhere, or ship
Encounter problem
Contact customer
Service
Resolve problem at
store or online
Receive custom offers
Discuss satisfaction
Give feedback to
retailer and
manufacturers
Consider next
products to buy
Pre-Purchase
• Digital presence for products and store awareness
• Omni channel purchase
• Multi channel distribution and interactivity
Purchase
• Omni channel, multi device solution for purchase
• Customer support
• Arranging payment
• Tracking shipment
Post-Purchase
• Social network presence and management
• Receiving customer service
• Resolving problems anywhere
• Continuoud the experience
• Developing eco-system
• Product life cycle and organisations interlocks
Customer Experience Journey Map
13
Digital Hotspots
Browse on
web stores
Make purchase
Select the
experience
Start using
Multi channel
personalized
experience
Encounter problem
or a question
Contact customer
Service or raise
satisfaction issues
on- line
Resolve problem at
store or online
Learn of product
and services via
social media
Explore
solutions on
line
Monitor
performance of
product anywhere,
anytime and use for
product roadmap
Research online
about product
and service
Secure Loyalty
through offers
Find and consult
with an expert
online or at
brick & mortar
c
Proactive
identification and
information of of
issues
Share
experience
and ratings
Enhancement,
repeat or new
purchase,
powered by
eco-system
Engage Your Customers
Enterprise Scenarios Mapped to Benefits
Key Benefits
Investment Objectives
[Strategic Options]
Scenarios
[Tactical Business Changes]
Business Drivers
[Business environment]
Increased market share
Improved brand value
Improved marketing
effectiveness and ROI
Improved product/service
quality
Improved speed to
market/innovation
Increased revenue via
cross-sell/up-sell
Increased customer satisfaction
and loyalty
Reduced time to create and
deploy campaigns
Improved collaboration with
partners
Competitive pressure
Rapidly changing customer and
market trends
Changing business model and
cost control
Overabundance of choice for
customers
Increasing customer demand
for personalized experiences
Mobile-first world
Eroding customer loyalty
Increase customer acquisition,
retention, satisfaction, and
loyalty
Develop new revenue
opportunities throughout
modern customer journey
Increase marketing agility and
time-to-market
Improve customer connection
and personalized experiences
Improve and monitor impact
and effectiveness of marketing
Increase customer and
marketing insights
Engage Your Customers
Optimize Your Operations
Scenario Chain
Transform Your Products
Engage Your Customers
Empower Your Employees
Optimize Your Operations
Engage Your Customers
Understand and engage with customers to drive their buying decisions
CMOCurrent State
We have difficulty finding ways to maximize reach and deliver personalized
experiences that resonate with our customers.
Our customers are using more devices in more locations than ever before.
Our lack of ongoing engagement with our customers is affecting their
loyalty.
We need to find interactive solutions that allow us to be a part of the
moments that matter and modernize the customer experience.
Desired Future State
We engage with our customers in personalized and interactive ways, and
deliver experiences and relevant content on any devices.
We react to real-time insights about each customer.
Our connection with each customer is inviting throughout the entire journey
chosen by the customer
We have the solutions to connect to customers in the moments that matter.
We are always looking to…
• Improve our marketing and sales effectiveness
• Reduce the cost of gaining new customers and maintaining customer loyalty
• Control our message in the market at all times and in all situations
• Drive each customer to buy across a range of products through cross-selling and
up-selling
Scenario Narrative
Engage Your Customers
• Improved marketing, sales, and service
effectiveness
• Increased market share
• Improved product and service quality
• Improved brand and shareholder
satisfaction
• Improved speed to market
Benefits
• Personalized marketing created with help
of social listening analytics
• Evaluate device usage to identify new
marketing opportunities
• Using customer analytics to connect
customers with the most pertinent
products and services
• Personalizing mobile marketing
Start
• Restrict listening to only brand and not
beyond (Competitors)
• Restrict sharing sentiment analysis data
throughout the organization
Stop
• Perform customer and market
intelligence analysis
• Develop and manage social media channels
• Develop and manage promotional activities
Continue
Top-line Impact
Enhance and improve customer engagement and generate ongoing revenue with personalized, interactive experiences throughout a customer’s chosen journey.
Understand product use, customer sentiment, and brand perception. Gain insight into customer preferences. Market across multiple channels.
Move customers through the decision journeyMarket and sell products Conduct responsive, agile and
effective campaigns
Increase sales Offer desirable
services
Engage customers
Customer 360
degree view
Personalized
experience
Services
to devices
Telemetry,
social, and
market data
Develop new
offers
Target
marketing
Adapt
Campaigns
Mass media
Social media The web
Devices
Multiple channels
Solution Storyboard
Engage Your Customers
Sales Campaigns
Contextual Offers
(proximity, events, etc.)
Sales, Marketing
& Support
Social Media
Customer &
Campaign
Insights
Conversational AI
Sales and Support
Next Best Offers
Consistent Consumer Experience
at every touchpoint
Up/Cross Sell, Next
Best Product, Service
Videos of Products
& Services
Product Information
More Personal
Computing
Customer
Windows 10
Cortana
In-Store
Online
(web, chat)
Devices
Digital
Signage/
Kiosk
Productivity Cloud
Smart
Agents
Skype
Dynamics
Marketing/AX
CRM Online
PowerApps
Cognitive
Services
Personal Graph
Office Graph
Bing
PowerBI
Office 365
Sharepoint
Personalized Sales &
Support
Intelligent Cloud
App
Insights
HDInsight
Azure Machine
Learning
Data Factory
Data Lake
Stream
Analytics
Event
Hubs
HDStorm
Azure
SQL DB
Notification
Hubs
Microsoft Social
Engagement
Technology Storyboard
Engage Your Customers
Benefits
Enabling
Changes
Business
Changes
Investment
Objectives
Business Drivers
Enabling
Technologies
Data Management
Social Computing
Customer
Relationship
Management
Business Intelligence
Mobile Computing
Media Services
Web Site Automation
Application
Instrumentation
Predictive and
Prescriptive Analytics
Integration of
customer data into a
cohesive view
Develop relevant
insights with real-time
account data, news,
social activity and
connections
Beacon and
geographic based
customer targeting
Segment customers
Marketing Web site
creation and
management
Create engaging
content and apps
Create personalized
offers from customer
demographic insights
Create proximity
centric offers created
based on customer
location
Track and optimize
campaign
effectiveness using
machine learning
Collaborate and
coordinate with
partners more
effectively
Create and deploy
marketing campaign
materials faster
Increased revenue via
up-sell and cross sell
New Customer
Acquisition
Increased Customer
Satisfaction, Trust, and
Loyalty
Faster Time to Impact
Increased profit
margin from higher
value services
Lower cost to
advertise
Improve Customer
Experiences
through Digital
Marketing
Improve marketing
productivity
Increase customer and
marketing insights
Increasing customer
demand for
exceptional
experiences
Increased Customer
Churn
Increasing
competitive pressure
Decreases in market
and wallet share
Increasing time-to-
market pressure
Increasing
competitive use of
technology
Increased customer
demand for
personalization
Benefits Dependency Network
Engage Your Customers
Value for Customers Value for Business Leaders Value for IT Leaders
Strategic
• Personalized solutions to meet each customer’s
needs and desires.
• Increased respect and relevance to the company
leading to preferential treatment (loyalty
programs)
• Increased understanding of customer’s wants and
needs
• Increased brand recognition and recall
• Increased customer engagement and loyalty
• Increase technology innovations
• Amplify the customer experience
• Improve channel integration
Time to
Value
• Geographic based offers provides awareness to
customer and timeliness
• Reduced time researching
• Reduced time to sales conversion
• Reduced time to increase customer awareness
• Reduced time for offer/pricing experiment results
• Rapid offer experimentation to test ideas.
• Reduced time to gather, transform and
process customer data
• Reduced time to create, manage and deploy
campaign sites
Increase
Revenue
• Increased cross-sell/up-sell
• Increased customer wallet share
• Increased geographic proximity sale
• Acquisition of new customers
Decrease
Cost
• Loyalty based discounts
• Improve satisfaction levels
• Reduced capital expense
• Reduced customer acquisition costs
• Reduce cost of data analytics
• Reduce cost of data acquisition, storage, and
management
• Reduced cost of creating, managing and
deploying campaign sites
Decrease
Risk
• Understanding what’s available with lower
personal expense and avoiding a purchase made
without full knowledge (i.e. research, etc.)
• Reduced failure of new product and service
offerings by leveraging insights about customer
preferences
• Increased automation, less risk for process
failures
Value Touchpoints
Engage Your Customers
Continuously managing & measuring clear value levers, success factors, and performance measures
Employee
• Better brand expression
• Increased ROI & impact
• Deeper connection with
customers
• Increased job satisfaction
• Increased Revenue & ROI
• Lower Churn (Higher Loyalty)
• Increased Satisfaction (Net
Promoter Score, Fan Score,
etc.)
Operations
• Reduced customer complaints
• Simplified processes
Customer
• Richer and more engaging
experiences
• Better solutions to meet each
customer’s needs and desires.
• Increased awareness of new
relevant products and services
• Improved and consistent
channel experience
Engage Your Customers Business Outcomes/Results
Value Realization Scorecard
Engage Your Customers
Phase 2: Gain Insight
• Determine customer journey and needs
• Model and analyse data for customer patterns and insights
• Collaborative and shared workspaces
• Azure ML
• Dynamics CRM
• PowerBI
• Office365
• ETL
• Data Management
• Data rationalization
• Big Data
• PowerBI
Phase 1: Shared 360 degree view of customer
• Gather internal and external data about customers from all marketing
channels and partners
• Enable gathering, storage, transforming, and distributing of Big Data
• Provide a centralized data warehouse and accompanying data marts
that aggregate data from systems across the enterprise for reporting and
analysis purposes
Time
Value
IT Projects
Phase 3: Enable predictive experiences and offers
• Predictive modelling for customers preferences and desires
• Real-time business and customer analytics, predictive models
• Customer specific offers driven by customer insights
• Prescriptive analytics
• Create engaging experiences and media
• Azure ML
• Data Modelling
• Big Data
• Universal Application
• Azure Media Services
• Better understand and serve
customers
• Improve business insight and
workflow
• Increase sales
• Improve customer
experience
• Improved employee
collaboration
• Raise customer
satisfaction
• Reduce operating costs
• Improved Up/Cross Sell
• Improved Customer/Fan Satisfaction
• Improved Market/Wallet Share
• Reduced Customer Churn
Business Benefits
Roadmap
Volvo is bringing digital
elements of car buying to life to
engage and inform customers,
and to help them understand
the features and options of the
automobiles.
Volvo
Volvo is reimagining the car-buying experience
Challenge
Create a more immersive car-buying
experience to help customers choose
and configure a vehicle.
Differentiate the Volvo brand, highlight
innovation, and keep up with customer
expectations.
Results
• Build reputation as an innovative and
customer-focused company
• Increased customer satisfaction
• Increased sales, upsell and cross-sell
• Fast time-to-market for more
immersive experiences
Strategy
Volvo is using HoloLens to create an
augmented reality interface for
customers, helping them learn about
and configure cars in three dimensions.
HoloLens enables customers to digitally
interact with their automobiles in more
immersive experiences.
“Volvo is really a human-centric
company, that’s the core focus of
everything we’ve done in terms of the
products we develop, but also in the
way we interact with our customers.”
– Bjorn Annvall
SVP Marketing, Sales, & Services
Customer Story
As the leading sports franchise in the
world, Real Madrid has more than 100
championships and a passionate fan
base. But what the football club didn’t
have was a way to directly engage with
its 450 million global supporters.
Real Madrid C.F.
Improve fan engagement and experience
Challenge
Engage with fans in more personal ways
to increase revenue, customize
marketing initiatives, and reinforce the
club’s leadership position in the
worldwide sports industry.
Results
• One-to-one relationships with fans
increases engagement
• Targeted, customized marketing
• Near-real-time campaigns
• Transparent user interactions with
content and advertising
Strategy
Implement a comprehensive platform-
as-a-service solution to collect the data
Real Madrid needs and to create
personalized fan experiences and thrive
“Using the Microsoft Cloud, we are building a
way of understanding who our fans are,
where they are, and what they want from us.”
– José Ángel Sánchez, CEO,
Real Madrid C.F.
Customer Story
Metro Bank is focused on offering the
best customer experience, how, when
and where the customer wants it. The
bank’s motto is "no stupid bank rules"
and its focus is on bringing back
traditional retail banking, supported by
flexible technology.
Metro Bank
Leveraging technology to give people what they want
Challenge
Provide personalized customer service.
Enable agile operations, applying best
practices from one branch to all.
Differentiate services and brand.
Results
• Reduced customer wait times
• Improved consistency with every
customer interaction
• Streamlined systems create more
time for customers
• Ongoing connection with customers
Strategy
Use Microsoft Dynamics CRM, Office
365, and Azure capabilities to provide
tools to employees for identifying and
responding to problems before they
affect the customer relationship.
Enable employees to connect with
experts and a vast knowledge base of
answers.
“We’ve embraced the software of a company
that helps us treat people like people —
Office 365, [Microsoft Dynamics] CRM, and
Yammer from Microsoft. With the technology
working for us, we can focus on the really
important stuff.”
— Paul Marriott-Clarke
Commercial Director Metro Bank
Customer Story
Jean Coutu
Provide streamlined, personalized, responsive service to customers on any channel
Challenge
• Deliver more timely, meaningful, and
efficient service to customers
• Help store personnel be more active
on the floor
• Provide mobile point-of-sale in store
Results
• Enhanced customer service
• Seamless shopping experience
• Reduce waiting times
• Platform for the future
Strategy
• Provide point-of-sale functionality to
thousands of terminals and devices
• Streamline supply, warehouse, and
delivery of products to the franchise
network
• Enhance in store experiences for
customers and employees
Jean Coutu Group (JCG) is a large Canadian
pharmacy that successfully balances the
advantages of a large chain with a relentless
focus on personalized service offered by a
local personnel.
”As a franchiser, we’re responsive to the
demands of our customers as well as our
stores. Microsoft Dynamics for Retail offers
the flexibility and the technology to meet
those demands.”
– Alain Boudreault
Vice President and Chief Information Officer
Customer Story
Engage Your Customers
Products
• Media Services
• Power BI
• Microsoft Social
Engagement
• Skype
• Dynamics Marketing
• Office 365
• CRM Online
• Azure Storage
• Azure SQL DB
• HDInsight
• Azure Machine Learning
Products at a Glance
Empower Your Employees
Digital Transformation Book of Dreams
Imagine if…
…your employees could
efficiently collaborate to meet
rapidly changing customer
needs and desires.
Empower Your Employees
Enterprise Scenarios Mapped to Benefits
Key Benefits
Investment Objectives
[Strategic Options]
Scenarios
[Tactical Business Changes]
Business Drivers
[Business environment]
Improved product/service
quality
Improved ROI of IT projects,
Improved speed to
market/innovation
Increased satisfaction of
stakeholders ( BU Heads)
Lower TCO for IT
Accurate business reports and
forecasts
Reduced IT security threats
Reduced time to create and
deploy IT solutions
Improved collaboration with
employees
Rapidly changing customer and
market trends
Market pressure
Changing business model and
cost control
Too many IT options
Increasing stakeholders/
customer demand for
personalized experiences
Actionable information
required right now
Mobile first world
Improve Enterprise Agility to
changing demands of business
and market
Develop new revenue
opportunities
Increase collaboration among
employees
Improve & simplify internal
business processes
Make organization more secure
Increase customer and
marketing insights
Empower Your Employees
Engage Your Customers
Optimize Your Operations
Scenario Chain
Transform Your Products
Engage Your Customers
Optimize Your Operations
Empower Your Employees
30
CIOCurrent State
Our employees and teams have difficulty when collaborating on
projects, making decisions, and planning work.
We are unable to easily make use of the special skills and
knowledge spread throughout our company.
We have many isolated solutions that are not integrated in ways
that support sharing information or moving our business forward.
Desired Future State
Our employees have the information and insight they need to
optimize operations, provide excellent customer service, and
increase our sales.
We share our knowledge and quickly respond to business needs.
We have optimized our workflows, marketing, and customer
service using analytical tools and AI capabilities that provide us
timely insight.
The quality of our interactions with customers inspires trust and
loyalty, and often results in additional sales.
We are always looking to…
• Improve our time to market, customer service, and business operations
• Improve productivity of our employees
• Provide the tools and insight employees need to make better decisions
• Rapidly and collaboratively respond to business needs
Making employees more productive, efficient, and satisfied
Scenario Narrative
Organize work Evaluate, collaborate, plan
Empower Your Employees
Solution Storyboard
• Faster time to impact
• Improved productivity
• Improved marketing agility and efficiency
• Increase cross-sell / up-sell
Benefits
• Supporting smoother workflows and
real-time collaboration
• Enabling employees to work from
anywhere, anytime
• Providing employees with deeper
customer insight and market awareness
• Personalizing messages and offers
Start
• Spending so much time pulling together
information
• Losing sales opportunities from being
unaware of customer needs
• Long cycles for development and review
of marketing materials
Stop
• Improving the customer experience
• Winning and retaining customers
• Improving our brand as an innovative and
customer-centric company
Continue
Top-line Impact
Rapidly and collaboratively respond to marketing insight to keep up with customers and deliver personalized, impactful, and effective messages.
Teams can easily communicate and collaborate with retailers, agencies, manufacturers, and departments throughout the company. Using secure global access and private social
networks, teams can share ideas and materials in real-time to develop modern campaigns, including automation, content tracking, and social marketing.
Take action
Gain insight from customer
and market analysis
Appointments Tasks
Files Phone calls
Organize work, schedule, priorities
Share
Talk
Virtual
Meeting
Space
Collaborate with other departments,
manufacturers, retailers, and agencies
Communicate
Refine campaigns, develop new
products, shift investments
Solution Storyboard
Empower Your Employees
Technology Storyboard
Social Media
Productivity Cloud
Smart
Agents
Skype
Dynamics
Marketing/AX
CRM Online
PowerApps
Cognitive
Services
Personal Graph
Office Graph
Bing
PowerBI
Office 365
Sharepoint
Knowledge Capture & Sharing
Conversational AI Productivity
Intelligent Cloud
App Insights
HDInsight
Azure Machine
Learning
Data Factory
Data Lake
Stream
Analytics
Event Hubs
HDStormAzure SQL DB
Notification
Hubs Real-time contextual data
(Weather, Events &
environmental conditions)
Real-Time observations,
infrastructure status
& customer telemetry
Customers
Partners
Field Workforce
Secure remote information
usage, authoring & sharing
Remote collaboration with
employees & customers
Status & Work Tracking
Buildings,
Plants & Equipment
Product Usage
Field Observations
Peers
More
Personal
Computing
Microsoft Social
Engagement
Data Insights
Employee
Windows 10
Cortana
Surface Hub
Devices
Xbox One/
Kinect
Band Hololens
Benefits
Enabling
Changes
Business
Changes
Investment
Objectives
Business Drivers
Enabling
Technologies
Data Management
Productivity Tools
Internet of Things
Mobile Computing
Predictive and
Prescriptive Analytics
Culture of mobility
and productivity
‘Outside in’ Thinking
Culture of ‘Growth
Mindset’
Leverage the best
resources available
anywhere
Innovate based on
customer and market
insight
Track and optimize
business effectiveness
More effectively
collaborate with
employees, customers
and partners
Be more agile in
business processes
Reduced time to
market for products
and services
Reduced cost of
operations
Increased pace and
culture of innovation
Increased up/cross sell
Improved productivity
Agile Practices
Drive operational
decisions based on
information
Social Computing
Improve quality of
products and service
Increasing demand
for personalized
experiences
Increased Customer
Churn
Increasing
competitive pressure
Increasing
time-to-market
pressure
Increasing
competitive use of
technology
Increase customer
satisfaction, and loyalty
Create new digital
experiences for
customers
Decreasing market
and wallet share
Ability to anticipate
organizational needs
Increase the agility and
speed of innovation
Using telemetry for
decision making and
product development
Recruiting,
motivating, and
retaining employees
Empower Your Employees Benefits Dependency Network
Value for Customers Value for Business Leaders Value for IT Leaders
Strategic
• Increased customer satisfaction.
• Ability to engage with the company anywhere at
anytime
• Improved responsiveness of interaction
• Improved quality of interactions and
products/services
• Improved culture of productivity and innovation
• Happier and more engaged workforce
• Increased market relevance
• Increased knowledge sharing across product
development teams
• Increased employee satisfaction to support
increased customer satisfaction
• Increase technology innovations
• Improve channel integration
Time to
Value
• Faster resolution of questions and issues
• Faster awareness of new offers
• Faster launches of new products
• Faster exchange of ideas
• Faster experimentation with new ideas
• Increase agility in responding to new
business needs (cloud time)
• Automation reduces time to market
• Movement from traditional waterfall IT
development to agile delivery models
Increase
Revenue
• Increased market and wallet share
• Revenue from “first to market” and “best in class”
products and services via increased innovation
Decrease
Cost
• Better ROI on new products
• Reduced cost of product development
• Reduce customer acquisition costs
• Optimized connectivity costs
• Reduced cost for information management
Decrease
Risk
• Reduce risk of failure for new product/service
Empower Your Employees Value Touchpoints
Empower Your Employees
Continuously managing & measuring clear value levers, success factors, and performance measures
Employee
• Faster time to market
• Reduced effort
• Reduced rework
• Increased collaboration
• Increased job satisfaction
• Increased employee
productivity and effectiveness
• Increased pace of innovation
and agility
• Measurable impact and
insight
Operations
• Decreased risk of errors or delays
• Faster and more accurate response to issues
Customer
• Timeliness of information
about products, services and
offers
Empower Your Employees Business Outcomes/Results
Value Realization Scorecard
Empower Your Employees
Phase 2: Mobile, agile product development productivity
• Use data from in-market products, social networks, and analytics to
uncover new opportunities and roadmap commitments.
• Enable a leaner product development organization.
• Address customer’s needs and wants into current and
future designs.
Phase 1: Connected people, teams, and products
• Enable seamless idea sharing and collaborative development irrespective
of location and time zone
• Enable productivity across functional teams, geographical boundaries, and
supplier organizations
• Connect devices to IT systems as the first step
Time
Value
Phase 3: Apply analytics
• Gain insights from product sentiment and market trends
• Support decision making, planning, product design, and
customer connection.
• Additive Manufacturing
• Advanced Analytics
• Design Computing in the Cloud
• Collaboration and Communication
• Embed IOT connectivity in target
facilities/processes
• Enhanced market insight into
ideation
• Accelerated innovation
• Increased revenue from
innovative “first to market”
products
• Increased employee
productivity
• Increase in knowledge
sharing
• Increased employee
satisfaction
• Increased return on innovation
investment
• Reduced cost of product
development
• Social Analytics
• Telematics
• Big Data
IT ProjectsBusiness Benefits Journey
Roadmap
Fameccanica is the leader in the
development of machinery for
manufacturing hygiene products,
and operates hundreds of
production lines all over the world.
Fameccanica
Transforming collaboration, knowledge sharing, and plant management.
Challenge
Provide customers the equipment,
processes and tools to optimize
operations.
Enhance capacity to work in partnership
with customers and suppliers.
Continue distinguishing itself for its
cutting edge technology and constant
innovation.
Results
• Improved awareness of machine
performance and plant operations
• Timely collaboration anytime,
anywhere.
• Improved knowledge sharing and
access to expertise
Strategy
Fameccanica created a ‘company
collaboration network’ that facilitates
the management of factories and
manufacturing plants through the
collection, exchange, distribution and
use of ordered information.
The solution, called “Easy Life,” that
brought together Fameccanica’s
technologies, Azure cloud services, and
Office 365.
Customer Story
Henkel
Challenge
• To support the speed and agility
necessary for international marketing and
product launches
• To keep the innovation pipeline filled for
products in different markets
• Enable easy communication and
collaboration among research and
development, packaging, the supply
chain, and marketing teams
Results
• Improved communication and decision
making throughout the company
• Improved collaboration between R&D,
purchasing, packaging, marketing, and
finance
• Reduced time to bring a product from
initial idea to market
Strategy
• Using Azure, Henkel brings employees,
data, and partners together by enabling
collaboration from nearly any location
and device
• With Office 365, all employees have a
modern productivity solution, and brand
managers can work across borders and
departments, as well as with outside
agencies
Henkel modernized its workplace, to enable
collaboration and improve productivity
throughout the company, as well as with
retailers, agencies, manufacturers,
and partners.
“We have improved our way of working by
using Office 365 to simplify communications
and collaboration. And even the time we need
to bring a product from the first idea to
market can potentially be reduced.”
– Clemence Alberti,
Junior Brand Manager for Body Care,
Henkel
Customer Story
United Breweries Limited
Brewing Up Success with an Enterprise Social Network
Challenge
United Breweries needed to better
connect experts and enable knowledge
sharing throughout a large and
complex manufacturing network.
Results
• A forum to unite a far-flung,
multilingual workforce
• New ways to tap into collective
wisdom
• Increased productivity
• Agile adaptation to business
challenges
• A network for growth
Strategy
• It began with the rollout of Office
365 applications like SharePoint for
sharing documents, files, and
templates; and Lync, which was used
for phone conferences, media
sharing, and e-learning.
• United Breweries implemented a
social networking platform to
provide social networking
capabilities.
Currently headquartered in Bangalore, India,
erstwhile United Breweries Limited began in
1915 with five breweries. Today it has 1,300
executives operating out of 46 plus locations.
The beverages they produce are popular
both domestically and internationally,
especially the flagship Kingfisher brand.
”We’re growing so rapidly that for us to be
able to provide a common feel for the United
Breweries brand and a consistent experience
for employees throughout their lifecycle in
our organization, we need a powerful and
engaging communications platform.”
– Manmohan S Kalsy
Executive Vice President of Human Resources
Customer Story
Eni S.p.A. is a multinational energy
company that produces, transports, and
markets oil and gas worldwide. It also
operates in the electricity generation
and sale, petrochemicals, oilfield
services construction and engineering
industries.
Eni S.p.A.
Enhancing accessibility of knowledge and ease of collaboration
Challenge
Create a knowledge management
system for exploration and production
to gather, store, and share expertise on
a global scale.
Results
• Created an environment that
maximizes knowledge creation,
sharing, capture, and collaboration
• Enhanced information structure and
accessibility throughout the entire
knowledge management life cycle
• Supports approval and validation
processes for structured knowledge
Strategy
Eni overhauled its legacy platform in the
Exploration & Production division,
migrated all its previous documents and
information repositories, deployed
collaboration and sharing solutions, and
created new and improved knowledge
management procedures.
“The tacit knowledge of people, the result of
their experiences, is the factor which most
often allows for the resolution of problems
deriving from a multiplicity of uncontrollable
variables affecting our processes.”
Luigi Salvador - Chief Knowledge Officer, Eni
Exploration and Production
Customer Story
Empower Your Employees
Products
• CRM Online
• SharePoint
• Skype
• Dynamics AX
• Azure Files
• Stream Analytics
• HD Storm
• Azure Storage
• Azure SQL DB
• Data Factory
• HD Insight
• Azure Machine Learning
• Power BI
Products at a Glance
Optimize Your Operations
Digital Transformation Book of Dreams
Imagine if…
…you could broadly share
information throughout the
business, manage resources with
agility, and better coordinate
processes.
Optimize Your Operations
Enterprise Scenarios Mapped to Benefits
Key Benefits
Investment Objectives
[Strategic Options]
Scenarios
[Tactical Business Changes]
Business Drivers
[Business environment]
Optimize Your Operations
Resource Management
Safety and Compliance
Improved productivity
Operational excellence
Customer Satisfaction &
Reliability
Market relevant products
Achieve Sustainable advantage
and growth
Economic Slowdown in
developed economies
Increasing costs
Customers demand
differentiation
Growth in emerging markets
Scarcity of skilled labor
Stricter Regulations
Production loss avoidance
Reduction of inventory cost
Operations cost optimization
Expert advice to remote
locations
Increased revenue through
relevant and differentiated
products
Avoid unexpected malfunction
Proactive resource planning
Supply chain optimization and
cost reduction
Improve product longevity
Better utilization of equipment
and workforce
Agile workforce with better
mobility
Real-time updates for
equipment
Engage Your Customers
Scenario Chain
Transform Your Products
Engage Your Customers
Empower Your Employees
Optimize Your Operations
Operations ManagerCurrent State
Our supply chain is constantly evolving and currently fragmented.
There is lack of coordination between the shop floor and the warehouse on
inventory levels, orders booked, goods in transit.
We don’t have strong integration within our supply chains to speed up
processes and make operations leaner.
When equipment problems arise, production drops, shipping is affected, and
our storage facilities are not optimally stocked.
Desired Future State
By modernizing our manufacturing systems, collaboration platforms, and
interconnecting devices, we have increased the flow of information across
our entire business operations, and enhanced our interaction with partners.
Our business processes are always synchronized, and can even anticipate
trends by examining historical data about production and distribution.
We can track and trace the full supply chain path of our products,
collaborating in real time across multiple sites and the entire supply chain.
When necessary, we can realign the efforts of the entire manufacturing
ecosystem and manage our resources with agility.
I am always looking to…
• Know supply chain, inventory, and production status along our manufacturing chain
• Provide all participants in the manufacturing and supply chain timely information
when and where they need it
• Quickly respond to bottlenecks or breaks in our processes
• Identify current production problems and anticipate future challenges
Optimize operations and reduce costs
Scenario Narrative
Optimize Your Operations
Automation suppliers and OEM manufacturingManufacturing in the value chain Reduce waste and increase parts
availability
<>
• Reduce unplanned downtime
• Reduce maintenance costs (T&E, on site
supplier contracts, labor, inventory)
• Improve equipment longevity
• Improve employee skill and satisfaction
Benefits
• Empower maintenance crew to make
decisions
• Share same views with operators,
technicians and manufacturing managers
• Machine data driven maintenance
Start
• Schedule regular maintenance
• React to breakdowns : be data proactive
• Exclude all but maintenance techs
• “Black Box” mindset
Stop
• Grow expertise within
• Decentralized maintenance approach
• Empower operators and in house techs
• Share data with all involved
Continue
Manufacturing
Management
and Suppliers Automation
Suppliers
Production ScheduleMaintenance Schedule Real Time connection to
manufacturing management,
suppliers, and maintenance crew
Productivity Up
Modern Automation
Sensors
Telemetry
Maintenance Crew
Maintenance Planning
Automation Suppliers
Manufacturing Management
Shared View Across Value Chain
Cost Down Satisfied
Employees
Optimized Scheduling
Maintenance Crew
Legacy IOTApplications IP capable devices Low power devices
Sensors
Telemetry
Legacy Automation
Solution Storyboard
Optimize Your Operations
Technology Storyboard
More
Personal
Computing
Social Media
Productivity Cloud
Smart
Agents
Skype
Dynamics
Marketing/AX
CRM Online
PowerAppsCognitive
Services
Personal Graph
Office Graph
Bing
PowerBI
Office 365
Buildings,
Plants & Equipment
Product Usage
Field Observations
Supply Chain
Supplier
Supplier
Intelligent Cloud
App Insights
HDInsight
Azure Machine
Learning
Data Factory
Data Lake
Stream
Analytics
Event Hubs
HDStormAzure SQL DB
Notification
Hubs Real-time contextual data
(Weather, Events &
environmental conditions)
Real-Time observations,
infrastructure status
& customer telemetry
Customer
Service
Sales
Product
Design
W10
Cortana
Rep
Online
Devices
Signage
Customers
Microsoft Social
Engagement
Manager
Windows 10
Cortana
Surface Hub
Devices
Xbox One/
Kinect
Band Hololens
Benefits
Enabling
Changes
Business
Changes
Investment
Objectives
Business Drivers
Enabling
Technologies
Internet of Things
Machine Learning
Cloud services
Advanced Analytics
Enterprise Mobility/
Mobility solutions
Communication and
Collaboration
Increase
instrumentation and
monitoring
Collect, Store and
analyse data from
sensors on
equipment and
smart devices
Develop
Omni-channel
communication and
collaboration
among field
operators, Service
providers and
experts
Connect multiple
plants and
aggregate
operational data
Build Data Science
or Analytics COE
Global dashboards
for real time
manufacturing
monitoring and
response
Priority focus on
safety and
regulation
Proactive service
collaboration across
plant facilities,
partners and
vendors for faster
response to issues
Collect, analyse and
monitor risk
reporting and
performance metrics
Richer collaboration
amongst various
stakeholders
Production loss
avoidance
Reduction of
inventory cost
Improved health
and safety
Operations cost
optimization
Proactive resource
planning
Better utilization of
equipment
Improved
Knowledge sharing
Agile workforce with
better mobility
Global Visibility of
All Facilities
Optimize production
equipment
Operational
excellence
Improved Safety and
Compliance
Improved
Knowledge Sharing
and Transfer
Improved
Productivity and
resource
management
Economic Slowdown
in developed
economies
Complex Network of
Global Facilities
Pressure to lower
costs through
manufacturing
process efficiencies
Volatile energy
Costs
Increasing safety
regulations
Scarcity of skilled
labor
Increased pressure
to manage complex
supply chain
Stricter Regulations
Optimize Your Operations Benefits Dependency Network
Optimize Your Operations
Value for Customers Value for Business Leaders Value for IT Leaders
Strategic
• Better expectations for product delivery
and quality
• High quality autonomous products
• Global oversight of manufacturing operations
• Predict and adapt to changing supply, labor and
manufacturing availability
• Streamline inventory and warehouse management
operations
• Selling insights to partners and competitors
• Better analytic capability
• Allow sustainable and robust connection to
partners across boundaries
• Migration from costly legacy systems to pay per
use cloud systems
Time to Value
• On-time delivery • Faster problem identification
• Faster time to resolution
Increase
Revenue
• Revenue from new customers
• Revenue from repeat customers
• Revenue from better brand positioning
• Selling insights to partners and competitors
• Better utilization of manufacturing capability
Decrease Cost
• Reduction in manufacturing defects in
products
• Avoid unplanned downtime and outage costs
• Reduction in facilities management costs
• Reduction in field operations costs
• Reduction in maintenance costs
• Reduction in cancelled orders
• Reduced cost of operations
• Reduced cost of information sharing
Decrease Risk
• Reduce risk of delivery failure, lack of
product or service outage
• Global operational view supports identifying problems
before they escalate
Option value • Trust in service
Value Touchpoints
Optimize Your Operations
Continuously managing & measuring clear value levers, success factors, and performance measures
• Increase sales and contribution
margin
• Reduced maintenance costs
• Reduced inventory investment
• Improved resource management
Optimize Your Operations Business Outcomes/Results
Innovation
• Monetization of data about usage
and uptime
Customer
• Product availability
• Lost sales
• Lead time to order
• Higher Customer Satisfaction
Employee
• Increased job satisfaction
• Better training, knowledge
management, mobility, and
collaboration
• Scheduling efficiency
Brand
• Increased brand awareness
• Increased brand value
• Improved brand image
Value Realization Scorecard
Optimize Your Operations
• Dashboard and visualization
• Analytics & Business Intelligence
• Reporting and Dashboard
• Cloud design
• Mobile deployment
• Unified communications and
messaging
• Identity and access management
• Embed IOT connectivity in target
equipments
• Media sharing and virtual
presence
• Reduce T&E
• Reduce training and certification
costs
Value
IT Projects
• Dashboard optimization
• Big data
• Advanced Analytics
• Reduce unplanned downtime
• Reduce data modelling costs
• Reduce IT hosting and storage
infrastructure costs
Business Benefits
• Lower cost of maintenance
• Eliminate expensive 3rd party contracts
• Impart technical ability to workforce
Time
Phase 2: Integrate telemetry and telecommunication
• Identify applicable analytics capabilities and tools
• Enable machine learning and IOT integration
• Integrate legacy and modern automation, telemetry and machine
learning in unified reporting and dashboard services
Phase 1: Establish Omni-channel communication with Customers,
Service providers and equipment manufacturers
• Enable mobility and access rights, with media content and
communication solution
• Embed IOT connectivity in target equipment
• Promote culture of remote interaction and decentralised control
Phase 3: Optimize and Enhance analytics and mobility
capabilities
• Continuously improve collaboration by imparting mobility and
advanced analytics capabilities
• Decentralize controls
Journey
Roadmap
Dartmouth Hitchcock is
innovating to create a
sustainable health system and
improve the lives of people and
communities they serve.
Dartmouth Hitchcock
Revolutionizing health care with personalized care and provider collaboration
Challenge
Give employees a new view into trends
and insights, and tools to act on them
more effectively.
Enable care teams to coordinate care for
individuals and communities.
Create a foundation for a proactive
health system that keeps people healthy,
improves care, and reduces admissions.
Results
• Increased provider productivity
• Improved patient outcomes
• Patient satisfaction
• Reduced costs
Strategy
To create ever-present health care,
Dartmouth Hitchcock created a cloud-
based system in which nurses and
health coaches track and respond to an
individual’s health status in real time.
The system, called ImagineCare, is built
on Microsoft technology for machine
learning, big data storage and
processing, and perceptual intelligence,
including Cortana Analytics.
“With Cortana Analytics Suite and Microsoft
Dynamics, we’re transforming the way health
care is delivered today, improving patient
outcomes, reducing costs, and offering an
unprecedented level of personalized care.”
– Ethan M. Berke, MD, MPH
Medical Director, Clinical Design and Innovation
Customer Story
Fujitsu
Bringing innovative operational excellence to manufacturing
Fujitsu is the leading Japanese
information and communication
technology company offering a full
range of technology products,
solutions and services to customers
in over 100 countries.
”Leveraging the Fujitsu Eco-Management Dashboard
solution alongside Microsoft Azure and the Fujitsu
IoT/M2M platform, we are able to deliver real-time
visualization of the engineering process for big data
analytics to improve the entire production process
and inform decision-making”
– Hiroyuki Sakai
Corporate Executive Officer, Executive Vice President,
Head of Global Marketing at Fujitsu Limited
Challenge
Fujitsu needed to optimize processing
by both machines and humans in a way
that could enable managers, engineers
and scientists to improve product
quality, streamline systems, and enhance
functionality while reducing costs.
Results
• Operational excellence
• Reduced energy costs
• Higher quality products
• Enhanced functionality
• Greater productivity
Strategy
Fujitsu brought together its Eco-
Management Dashboard and IoT/M2M
platform with Microsoft cloud services
and Windows tablets to enable
managers, engineers and scientists to
simultaneously manage product quality,
process efficiency, and equipment
performance.
Customer Story
Ecolab
Helping worldwide industries tackle water scarcity
Ecolab is a leading global
provider of water, hygiene, and
energy technologies and
services.
“Suddenly, complexity and size are no longer
barriers…We can now harness the power of
this platform to serve many more customers,
measuring many more flows at many more
plants than we could even conceive of in the
past.”
– Christophe Beck
President, Nalco Water,
an Ecolab company
Challenge
To help customers reduce water usage,
Ecolab must capture and analyze real-
time information from thousands of
sensors in thousands of plants around
the world.
As Ecolab grows their business, they
need a way to deliver water
management solutions on a much larger
scale and at a much deeper level, and to
demonstrate value to customers.
Results
• Reduced water usage by customers
• Improved insight about customer
processes and performance
• Improved customer engagement and
guidance
• Scalability to meet growing business
needs
Strategy
Using the Azure cloud computing
platform and advanced analytical
capabilities, Ecolab helps customers
improve production processes and
better understand value.
Ecolab employees around the world use
Microsoft productivity tools to
collaborate and take action based on
insight, and support field activities.
54
Customer Story
Saudi Airlines
Saudi introduces self-service insights solution to increase operational efficiencies
As the largest airline in the Middle East, Saudi
Airlines offers flights to over 90 destinations, with
global operations and more than 40,000
employees.
Challenge
Saudi Airlines needed a consolidated
approach to critical business
information spanning multiple systems
across functions, necessitating a data
warehouse and business intelligence
solution for an integrated view across
operations.
Results
• Increased operational efficiencies
by 2%
• Enabled self-service insights for
executives with intuitive reports and
dashboards
• Anticipated millions in savings
Strategy
Create an Azure-based solution to
provide real-time, self-service insight
and enable executives to make more
timely business decisions.
Customer Story
Optimize Your Operations
Products
• Skype
• Office365
• SharePoint
• HD Storm
• HD Insight
• Azure Machine Learning
• Microsoft Social
Engagement
• Stream Analytics
• Azure SQL DB
• Azure Storage
• Dynamics AX
Products at a Glance
Transform Your Products
Digital Transformation Book of Dreams
Product Transformation Approach
People Experiences
Design Thinking
Inclusive Design
Customer
• Get Oriented
• Frame
• Ideate
• Prototype
• Optimize
Inclusive Design
Method & Thinking
Telemetry
Gather Data
Data
• App Telemetry
• Sensor Telemetry
• People Telemetry
• Business
Telemetry
App Insights
Azure IoT
Band & Windows
Visualization
Understand
Knowledge
• Prototype & test
• Visualize Data
• Context from
usage data
• Feedback
Power BI
Microsoft Graph
Analyze
Gain Insight
Insight
• Understand User
Needs
• Understand
Product Use
• Predict future
failures
Cortana
Intelligence
Delve Analytics
Action
Innovate
Productive Use
• Recommend
Knowledge
• Provide Context
• Pre-empt future
needs
• Act on behalf
Personal Assistant
Bots
Cognitive Services
Business Model Innovation Frame
What are
your goals?
Where’s
the impact?
What
should
change?
Can we increase demand?
• Serve a different set of customers (convert the non-customers)
• Create new Value Propositions for customers (pains/gains)
• Improve sales and marketing (improve the brand)
• Understand better what’s missing in the market (find the whitespace)
• Improve the quality of existing products
Customer Experience Transformation Digital Optimization & Efficiency
Can we deliver cheaper or more efficiently?
• Improve supplier effectiveness
• Improve operational efficiency
• Improve employee productivity
Value Prop
Customer
Segments
Channels
Products &
Services
Revenue
Streams
Value Chain
Business Impact Frame
• Strategic Alignment
• Business process change
• Modernize architect (enable agile, etc.)
• Direct payback
• Reduce Risk
IT Value Frame
• Accelerate time to market
• Increase Coverage
• Recession proofing
• More agility
• Reduce Unit Cost
 Revenue  Quality
 Cost  Risk
T (Accelerate
Business)
1
2
3
Imagine if…
…you could use many channels to
expand the reach of your
business, better understand how
customers use your products, and
innovate quickly.
Transform Your Products
Enterprise Scenarios Mapped to Benefits
Key Benefits
Investment Objectives
[Strategic Options]
Scenarios
[Tactical Business Changes]
Business Drivers
[Business environment]
Transform Your Products
Field Crew Efficiency
Safety and Compliance
Improved productivity
Operational excellence
Customer Satisfaction &
Reliability
Market relevant products
Achieve Sustainable advantage
and growth
Economic Slowdown in
developed economies
Increasing costs
Customers demand
differentiation
Growth in emerging markets
Scarcity of skilled labor
Stricter Regulations
Production loss avoidance
Reduction of inventory cost
Reduced time to market
Expert advice to remote
locations
Increased revenue through
relevant and differentiated
products
Avoid unexpected malfunction
Proactive resource planning
Supply chain optimization and
cost reduction
Improve product longevity
Better utilization of equipment
Agile workforce with better
mobility
Real-time updates for
equipment
Scenario Chain
Engage Your Customers
Empower Your Employees
Optimize Your Operations
Transform Your Products
Provide profitable services to customers, upgrade devices, and identify new offerings
CEOCurrent State
We’re not able to create personal connections with our
customers, and we have difficulty serving our customers
segments anywhere, anytime.
We are earning less from our product sales and need to create
new sources of revenue.
We don’t have a good understanding of how our customers use
our products or what services they need.
We have long cycles for product development and we frequently
have cost overruns.
Desired Future State
We have an on-going, personal connection with our customers,
and provide them with personalized experiences.
We keep up with our customers’ needs and desires, understand
how they use our products, and anticipate their needs.
We quickly develop products and services that fit our customers’
lifestyles and interests.
We are expanding the reach of our business and targeting new
customer segments.
We are always looking to…
• Generate increasing revenue
• Develop products and services that fit our customers
• Create personalized experiences for our customers
• Enlarge our customer base
Scenario Narrative
Collaborative Development and Validation
Transform Your Products Solution Storyboard
Collective and Insightful Ideation Innovative Products and Fast
Time to Market
• Revenue from new, first to market, and
innovative products
• Shortened development cycle for new
products
• Lower product development cost
• Improved design robustness
Benefits
• Using collective and collaborative brain
power of employees around the world
• Accelerate innovation
• Promoting and encouraging virtual product
development behaviors and techniques
• Using insight tools like Microsoft Social
Listening
Start
• Costly, in person product development
activities
• Culture of “won’t believe it until I touch
and feel it”
• Relying on end solutions and conventional
wasteful activities
• Expensive physical builds and validation of
prototypes
Stop
• Using collective brainpower
• Real time idea generation/selection
• Virtual concept development
• Continuously seeking customer feedback
Continue
Top-line Impact
Innovative and differentiated product inspired by loyal customers, created using advanced collaborative development techniques, and continuously refined via a connected value chain.
Customers
Social
Listening
IoT and
Telemetry
Global design and
Engineering
Suppliers and
OEM Teams
Virtual Testing
Predictive Design
Prove out
Concept
Development
Fast to market
Satisfied customers
Cost effective
Robust Designs
Use insight about product use, customers, and trends to quickly develop new offerings
Transform Your Products
Technology Storyboard
More
Personal
Computing
Social Media
Productivity Cloud
Smart
Agents
Skype
Dynamics
Marketing/AX
CRM Online
PowerAppsCognitive
Services
Personal Graph
Office Graph
Bing
PowerBI
Office 365
Product Usage
Field Observations
Supply Chain
Supplier
Supplier
Intelligent Cloud
App Insights
HDInsight
Azure Machine
Learning
Data Factory
Data Lake
Stream
Analytics
Event Hubs
HDStormAzure SQL DB
Notification
Hubs Real-time contextual data
(Weather, Events &
environmental conditions)
Real-Time observations,
infrastructure status
& customer telemetry
W10
Cortana
Rep
Online
Devices
Signage
Customers
Customer
Service
Sales
Product
Design
Workforce Insights
Customer experience
insights
Weather &
Environmental
ProductTelemetry
Product
Designer
Windows 10
Cortana
Surface Hub
Devices
Xbox One/
Kinect
Band Hololens
Microsoft Social
Engagement
Benefits
Enabling
Changes
Business
Changes
Investment
Objectives
Business Drivers
Enabling
Technologies
Increase design and
engineering
productivity
Increase customer
satisfaction,
retention and value
Create new business
models for the
digital era
Adhere to
increasing
regulations
Design highly
differentiated,
relevant products
based on insights
and innovative
thinking
Rapidly experiment
with new business
models and
measure the impact
before committing
Optimize product
development
processes for
collaboration and
agility
Continually improve
experience to
increase customer
satisfaction,
retention and value
Use analytics and
machine learning to
identify new
opportunities
Analyze customer
experience data
from partners and
social networks
Analyze real-time
product usage
telemetry for
advanced decision
making and visibility
Competitive
pressure
Stay ahead of
changing customer
and market trends
Connect with
customer
Pressure to lower
costs through
manufacturing
process efficiencies
Green
manufacturing
Tightening safety
regulations
Increased pressure
to manage complex
supply chain
Internet of Things
Customer
Relationship
Management
Collaboration and
Information
Management
Mobile & Social
Computing
Big Data
Connect design
teams globally and
collaborate on
common goals to
seek optimized
solutions
Improved products
and services
Increase revenue
from innovative
“first to market”
options and services
Increase in
knowledge sharing
Reduce cost of
product
development
Advanced Analytics
Transform Your Products Benefits Dependency Network
Value for Customers Value for Business Leaders Value for IT Leaders
Strategic
• Improved adoption and usage of products
• Increased discounts and promotional feeds
from partners and programs
• Increased brand recognition and recall
• New customer acquisition and retention
• Higher customer satisfaction
• Increased customer engagement and brand loyalty
• Improved data processing scalability
• Improved data modeling capability
• Improved analytical capabilities
Time to Value
• Reliable connection to partners and
suppliers
• Improve speed to market/innovation
• Shortened development cycle
• Increased agility in responding to new business
needs (cloud time)
• Sustained relevance of IT in manufacturing
Increase
Revenue
• Increased resale value
• Increased value from differentiated
offerings
• Increase revenue from innovative “first to market” options
and services
• Repeat sales from satisfied customers
• Increased market share
• Increase in ancillary revenue
Decrease Cost
• Reduced maintenance costs • Reduce cost of product development
• Reduce cost of prototyping, physical modeling, and
testing
• Reduced cost of data management
and storage
• Reduced cost of data acquisition
• Optimized connectivity costs
• Reduced cost of data analytics
Decrease Risk
• Significant reduction in likelihood of safety
incidents
• Increased knowledge sharing across product
development teams
• Unlimited ability to run virtual reliability and robustness
cycles in the cloud
Option value
Transform Your Products Value Touchpoints
Continuously managing & measuring clear value levers, success factors, and performance measures
• Improve speed to market/innovation
• Reduce Failure of Acceptance
• Uptake of supplemental services
(add on services, etc.)
• Reduce cost of product development
• Decrease in need for on-site or
service-center remediation
• Increase in knowledge sharing
• Reduced cost of prototyping, physical
modeling, and testing
Transform Your Products Business Outcomes/Results
People
• Increase time spent engineering and
less time on non value added tasks
• Seamless idea sharing and collaborative
development between individuals
and teams
Innovation
• Enhanced market insight into ideation
• Faster time to market
• Increased return on innovation
investment
• Lower environmental impact and
pioneer innovation design solutions
Brand
• Improved brand perception
• Improved market penetration
• Retention of existing customers
(reduced churn)
• Increased customer satisfaction with
products/services
Culture
• Increase in employee productivity
• Accelerate innovation
• Integrated design for environmental
compliance
Transform Your Products Value Realization Scorecard
Transform Your Products
Phase 2: Experiment and Measure the impact
• Create new engaging experiences for customers through apps and
devices that improve daily life, productivity and increase well being.
• Experiment with new business models by creating value for customers in
new ways while attempting to capture some of the value created.
• Identify and measure customer’s needs and wants from current and
predict the value and acceptance of future designs
Phase 1: Understand Your Customer
• Gather data about in-market and future market customers, products and
markets from all channels and partners (not just ‘our products/customers’)
• Enable centralized analytics capability for analytics and reporting purposes
• Use data from in-market and adjacent products, social networks, and
analytics to uncover new opportunities and roadmap commitments
Time
Value
Phase 3: Optimize Value Delivery & Value Capture
• Mange customer and partner interaction, purchase, service & payment
history
• Implement context-aware systems that proactively detect and notify
other devices and systems of problems along the value chain
• Redesign processes and workflows to increase efficiencies
• Modern Applications
• App, System & Human Telemetry
• Advanced Analytics
• Mobility
• IoT
• ETL
• Data Management
• Data rationalization
• Big Data
• PowerBI
• Deliver engaging &
transformative customer
experiences
• Acquire new customers
• Monetize existing assets
• New sources of revenue
• Improve customer
experience
• Improved employee
collaboration
• Raise customer
satisfaction
• Reduce operating costs
• Improved operational insight
• Lower operational costs
• Less unplanned downtime
• Supply Chain Analytics
• Machine learning
• Predictive & Prescriptive Analytics
• Reporting and Dashboard
• Notifications
IT ProjectsBusiness Benefits
Roadmap
Rolls-Royce provides engines to nearly
13,000 commercial aircraft in service
around the world. For two decades,
Rolls-Royce has provided limited, but
valuable services, extending
comprehensive maintenance services to
airlines using its engines.
Rolls-Royce
Transforming products and services to support new business models, and disrupting the airline industry
Challenge
Flight delays are disruptive and costly
for passengers and freight, and have a
very large impact on airlines. Rolls-
Royce aims to minimize the cost and
disruption of airline maintenance, and to
expand the services it offers to develop
new revenue streams.
Results
• Minimize cost and disruption of
flights.
• Enable airlines to achieve safer, more
efficient, and more profitable
operations.
• Increase revenue through new
business models and compelling
services.
Strategy
To better serve customers, Rolls-Royce
is leveraging Azure to transform the way
it uses data. Rolls-Royce collects and
aggregates a very large amount of data
from many locations, and uses analytical
tools and models to predict
maintenance needs. To help customers
understand the data and make better
decisions, the Rolls-Royce solution
provides dashboards and visualization.
“By working with Microsoft we can really
transform our digital services, supporting
customers right across engine-related aircraft
operations to make a real difference to
performance.”
– Tom Palmer, Senior Vice President
Services, Civil Aerospace,
Customer Story
Optoplexia was founded by
Swedish researchers to help schools
identify students at risk for dyslexia
earlier than is possible with current
screening methods.
Optolexia
Early screening for dyslexia with eye-tracking, cloud-based tool
Challenge
Create a portable tool that is fast, easy-
to-use, scalable, and indicates when
early intervention is necessary to treat
dyslexia.
Results
• Early identification of students at risk
for dyslexia
• Early intervention and treatment
• Higher accuracy and reduced costs
of screening
• Scalable platform to enable
screening for other diseases and
conditions
Strategy
Using the Azure platform, analytics, and
machine learning, Optoplexia built a
portable screening tool to easily assess
children for dyslexia.
The solution sends data from eye-
tracking equipment to the Azure cloud,
where an analysis engine based on
Azure Machine Learning evaluates the
data against a large repository of eye-
tracking data.
“The flexibility and ease of use of the
Azure Machine Learning analytics
platform makes it a perfect foundation
for expanding our existing solution into
new areas.”
– Fredrik Wetterhall
Chief Executive Officer
Customer Story
ABB is a leader in power and
automation technologies that enable
utility and industry customers to
improve performance while lowering
environmental impact. ABB is now
expanding its infrastructure to enter the
market for vehicle charging.
ABB
Developing innovative products and services to meet customer demand
Challenge
ABB needs to innovate quickly to
provide the equipment and value-added
services needed to take an early lead in
the vehicle charging market.
As part of innovating improved
equipment and services, ABB needs to
gather and analyze telemetry and
customer behavior.
Results
• Innovative and scalable products and
services
• Digital transformation of electric
vehicle infrastructure
• Agility to quickly improve existing
features and develop new features.
Strategy
ABB is developing charging equipment
and stations using detailed data and
new insight from stations, equipment,
and customers.
ABB equipment will be connected to
Azure and take advantage of the
machine learning and predictive
analytics that Azure supports.
"This partnership gives us the solutions,
scalability and global agility to support
expanding demand for EV charging
infrastructure in the world’s major automotive
markets, which is a key focus of our Next
Level growth strategy.”
– Pekka Tiitinen
President
Discrete Automation and Motion Division
Customer Story
Japan Airlines operations include
international and domestic passenger
and cargo services to 220 destinations
in 35 countries worldwide. The group
has a fleet of 279 aircraft, and transport
millions of passengers each year.
Japan Airlines
Leveraging new technologies to drive innovation in business operations and customer service
Challenge
Support safe operations of flights
Increase productivity of mechanics
Improve quality of flight training and
maintenance
Build brand and innovate in operations
and customer service
Results
• Improve training and quality of
performance for maintenance crews
• Enable supplementary training for
flight crews, and trainees seeking
promotion to copilot status
• Optimize operations
Strategy
Using the Microsoft HoloLens, users can
see a version of a plane's engine and
other equipment placed in the real
world.
Users can manipulate equipment, find
specific parts, and simulate cockpit
layouts and operations as though sitting
in the cockpit seat. Japan Airlines is also
adopting Microsoft’s Surface Hub to
streamline their development processes.
Customer Story
The Lotus F1 car is constantly
evolving, with most of the
components having limited life
spans. The parts team is in
perpetual motion, making
improvements to parts within each
season, and even between races.
“We tied Dynamics AX in with everything
from design release to consumption of
parts on the car at the track, this included
project-based manufacturing and design
engineering– the production of the car.”
– Thomas Mayer
COO, Lotus F1 Team
Lotus F1
Insight and collaboration enable rapid advances in technology, design, and production
Challenge
Need better insight and collaboration to
stay in constant motion and support the
rapid pace of technological changes in
the Formula 1 sport.
Results
• Increased agility when developing
and integrating design changes
• Improved sharing of information
• Increased cost awareness at all levels
• Support just-in-time manufacturing
with improved insight into parts
lifecycle
Strategy
The Lotus team leverages data coming
from the car telemetry system, and
using predictive analytics and machine
learning, apply the insight to quickly
and collaboratively innovate and
produce better components.
Customer Story
Transform Your Products
Products
• PowerBI
• Skype
• Microsoft Social
Engagement
• CRM Online
• Office 365
• Media Services
• Azure CDN
• SharePoint
• Azure Machine Learning
• Stream Analytics
• Azure SQL DB
• Azure Storage
• HD Storm
• HD Insight
Products at a Glance

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Digital Transformation "Book of Dreams"

  • 1. Digital Business Transformation Patterns for a Mobile-First, Cloud-First World Microsoft Internal – 12/19/2014 The Digital Transformation “Book of Dreams”
  • 2. 2 “At Microsoft, we’re proud to partner with and empower all our customers around the world with the leading technology to seize the vast opportunities ahead.” – Satya Nadella
  • 3. Imagine if… …you could enable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime. …if your employees could efficiently collaborate to meet rapidly changing customer needs and desires. …you could broadly share information throughout the business, manage resources with agility, and better coordinate processes. …you could use many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.
  • 4. Vision for Digital Transformation Imagine if you could… Keep up with your fast- moving customers, efficiently collaborating to anticipate and meet customer demands. Increase the flow of information across your entire business operations, better manage your resources, and keep your business processes synchronized across all boundaries. Expand the reach of your business using digital channels, anticipate customer needs, understand how your products are used, and quickly develop and improve products and services. Deliver personalized, rich, connected experiences in journeys your customers choose. Engage Your Customers Empower Your Employees Optimize Your Operations Transform Your Products
  • 5. Business Drivers for Digital Transformation Focus Areas for Key ExecutivesBusiness Drivers Business Benefits Improved marketing and sales effectiveness Increased market share Improved perceived services Improved speed to market Increase sales, customer acquisition, retention, and satisfaction Better predict potential buyer and new product outcomes Increase design and engineering productivity Identify and implement manufacturing efficiencies Improve production output and quality Increasing customer demand for personalized experiences Increased disruption from use of new business models Faster pace of customer and market change Increasing pressure to deliver more value at a lower cost Increasing pressure to manage complex supply chain Reduction in operating costs
  • 6. Digital Transformation Capability Model Engage Your Customers Optimize Your OperationsEmpower Your Employees Transform Your Products Research and ideation Product development Product Launch Data-driven supply chain and logistics Digital equipment management Intelligent process and quality control Digital talent management and development Employee mobility Productivity and collaboration Tech-enabled employee engagement Digital advertising and CLM Customer data management and analytics Online and mobile commerce Tech-enabled stores Omni-channel experience delivery Digitized front line and back office operations Customer service automation
  • 7. Capability Map Provide Strategy & Direction Market & Sell Products & Services Develop Products & Services Manage the Total Supply Chain Provide Customer Service Develop, Deploy, and Deliver the Customer Experience Collaborate with Customers to Design/Build Products Analyze Service Issues and Implement Process Improvements Measure and Report Service and product Quality Delivery Performance Assess Customer Satisfaction and Report Net Promoter Score Proactively Assure Product Satisfaction (Save Sales) Communicate with Customers via any communication channel Forecast Finished Goods and Raw Materials Plan Materials and Production Demand and Capacity Acquire Materials, Services, and Products Develop and Operate and/or Acquire Manufacturing Capacity Optimize Supply Chain Performance Assure Product and Service Quality Provide On-Site Assembly and Configuration Gather and analyze data to Identify Markets, Segment Customers, and Leverage the Customer Base Communicate the Brand Continually Adapt Product Packaging and Pricing Target Markets, Customers, and Segments and Execute Plans for Attraction, Acquisition, and Conversion Continually Assess Viability and Strategic Fit and Adapt the Development Portfolio Manage the Full Product Service Life Cycle Design and Prototype New Products Pilot New Products and Product Refinements Continually Improve Production Capacity and Performance Manage Iterative Release/Certification Processes Focus the Customer Value Proposition Collect, communicate, and Understand the Customer, Market, Competitive and Regulatory Environment Understand Customer Needs and Map to Strategic Direction Communicate and Manage to Goals and Measures Develop and Direct Risk Mitigation and Management Develop and Direct Lean/Continuous Improvement
  • 8. Eco System Internal organization Distribution channelsSuppliers Partners API interfaces Include in company strategy as 2 ways (consume and expose) Include API into the product and service development considerations Explore opportunities Measure value Leverage a partnership eco-system Drive towards agile business strategy and business model Develop partner eco-system strategy Define the key topics (e.g. open innovations) Identify key strategies with clients Define the boundaries Agree on the reward and benefit sharing Measure value Agree on the omni-channel framework Define updated KPI Develop the integrated chain Measure value Agree on the business objectives and respective contributions Define the development models and benefit sharing Update the operational framework and objectives (interfaces) Refresh the supplier landscape Measure value Include consumer interactions Structure the organization to include the new approach Assess organization culture and implement management of change Assess skill and address gaps Update KPI, department and individual objectives to drive change Ensure continuity and coexistence of the two models 8 Include consumers interactions
  • 9. Digital Transformation Approach Engage Your Customers Empower Your Employees Optimize Your Operations Transform Your Products
  • 10. Engage Your Customers Digital Transformation Book of Dreams
  • 11. Imagine if… …you could enable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime.
  • 12. Pre-Purchase • Learning of products and store • Researching product online • Talking to sales associates at store • Use smartphone while at store to learn more Purchase • Ordering online • Purchasing product in store • Arranging payment • Tracking shipment Post-Purchase • Receiving customer service • Resolving problems anywhere • Providing ideas to store and manufacturers • Sharing experience with others Customer Experience Journey Map Digital Hotspots ? Learn of store and products Browse products on portal Review product ratings Make purchase Visit store to pick up item Shop at store Receive personalized assistance At store, use phone to find more info Quickly checkout Leave with item, pick up elsewhere, or ship Encounter problem Contact customer Service Resolve problem at store or online Receive custom offers Discuss satisfaction Give feedback to retailer and manufacturers Consider next products to buy
  • 13. Pre-Purchase • Digital presence for products and store awareness • Omni channel purchase • Multi channel distribution and interactivity Purchase • Omni channel, multi device solution for purchase • Customer support • Arranging payment • Tracking shipment Post-Purchase • Social network presence and management • Receiving customer service • Resolving problems anywhere • Continuoud the experience • Developing eco-system • Product life cycle and organisations interlocks Customer Experience Journey Map 13 Digital Hotspots Browse on web stores Make purchase Select the experience Start using Multi channel personalized experience Encounter problem or a question Contact customer Service or raise satisfaction issues on- line Resolve problem at store or online Learn of product and services via social media Explore solutions on line Monitor performance of product anywhere, anytime and use for product roadmap Research online about product and service Secure Loyalty through offers Find and consult with an expert online or at brick & mortar c Proactive identification and information of of issues Share experience and ratings Enhancement, repeat or new purchase, powered by eco-system
  • 14. Engage Your Customers Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Increased market share Improved brand value Improved marketing effectiveness and ROI Improved product/service quality Improved speed to market/innovation Increased revenue via cross-sell/up-sell Increased customer satisfaction and loyalty Reduced time to create and deploy campaigns Improved collaboration with partners Competitive pressure Rapidly changing customer and market trends Changing business model and cost control Overabundance of choice for customers Increasing customer demand for personalized experiences Mobile-first world Eroding customer loyalty Increase customer acquisition, retention, satisfaction, and loyalty Develop new revenue opportunities throughout modern customer journey Increase marketing agility and time-to-market Improve customer connection and personalized experiences Improve and monitor impact and effectiveness of marketing Increase customer and marketing insights Engage Your Customers Optimize Your Operations Scenario Chain Transform Your Products Engage Your Customers Empower Your Employees Optimize Your Operations
  • 15. Engage Your Customers Understand and engage with customers to drive their buying decisions CMOCurrent State We have difficulty finding ways to maximize reach and deliver personalized experiences that resonate with our customers. Our customers are using more devices in more locations than ever before. Our lack of ongoing engagement with our customers is affecting their loyalty. We need to find interactive solutions that allow us to be a part of the moments that matter and modernize the customer experience. Desired Future State We engage with our customers in personalized and interactive ways, and deliver experiences and relevant content on any devices. We react to real-time insights about each customer. Our connection with each customer is inviting throughout the entire journey chosen by the customer We have the solutions to connect to customers in the moments that matter. We are always looking to… • Improve our marketing and sales effectiveness • Reduce the cost of gaining new customers and maintaining customer loyalty • Control our message in the market at all times and in all situations • Drive each customer to buy across a range of products through cross-selling and up-selling Scenario Narrative
  • 16. Engage Your Customers • Improved marketing, sales, and service effectiveness • Increased market share • Improved product and service quality • Improved brand and shareholder satisfaction • Improved speed to market Benefits • Personalized marketing created with help of social listening analytics • Evaluate device usage to identify new marketing opportunities • Using customer analytics to connect customers with the most pertinent products and services • Personalizing mobile marketing Start • Restrict listening to only brand and not beyond (Competitors) • Restrict sharing sentiment analysis data throughout the organization Stop • Perform customer and market intelligence analysis • Develop and manage social media channels • Develop and manage promotional activities Continue Top-line Impact Enhance and improve customer engagement and generate ongoing revenue with personalized, interactive experiences throughout a customer’s chosen journey. Understand product use, customer sentiment, and brand perception. Gain insight into customer preferences. Market across multiple channels. Move customers through the decision journeyMarket and sell products Conduct responsive, agile and effective campaigns Increase sales Offer desirable services Engage customers Customer 360 degree view Personalized experience Services to devices Telemetry, social, and market data Develop new offers Target marketing Adapt Campaigns Mass media Social media The web Devices Multiple channels Solution Storyboard
  • 17. Engage Your Customers Sales Campaigns Contextual Offers (proximity, events, etc.) Sales, Marketing & Support Social Media Customer & Campaign Insights Conversational AI Sales and Support Next Best Offers Consistent Consumer Experience at every touchpoint Up/Cross Sell, Next Best Product, Service Videos of Products & Services Product Information More Personal Computing Customer Windows 10 Cortana In-Store Online (web, chat) Devices Digital Signage/ Kiosk Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerApps Cognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Sharepoint Personalized Sales & Support Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStorm Azure SQL DB Notification Hubs Microsoft Social Engagement Technology Storyboard
  • 18. Engage Your Customers Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Data Management Social Computing Customer Relationship Management Business Intelligence Mobile Computing Media Services Web Site Automation Application Instrumentation Predictive and Prescriptive Analytics Integration of customer data into a cohesive view Develop relevant insights with real-time account data, news, social activity and connections Beacon and geographic based customer targeting Segment customers Marketing Web site creation and management Create engaging content and apps Create personalized offers from customer demographic insights Create proximity centric offers created based on customer location Track and optimize campaign effectiveness using machine learning Collaborate and coordinate with partners more effectively Create and deploy marketing campaign materials faster Increased revenue via up-sell and cross sell New Customer Acquisition Increased Customer Satisfaction, Trust, and Loyalty Faster Time to Impact Increased profit margin from higher value services Lower cost to advertise Improve Customer Experiences through Digital Marketing Improve marketing productivity Increase customer and marketing insights Increasing customer demand for exceptional experiences Increased Customer Churn Increasing competitive pressure Decreases in market and wallet share Increasing time-to- market pressure Increasing competitive use of technology Increased customer demand for personalization Benefits Dependency Network
  • 19. Engage Your Customers Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Personalized solutions to meet each customer’s needs and desires. • Increased respect and relevance to the company leading to preferential treatment (loyalty programs) • Increased understanding of customer’s wants and needs • Increased brand recognition and recall • Increased customer engagement and loyalty • Increase technology innovations • Amplify the customer experience • Improve channel integration Time to Value • Geographic based offers provides awareness to customer and timeliness • Reduced time researching • Reduced time to sales conversion • Reduced time to increase customer awareness • Reduced time for offer/pricing experiment results • Rapid offer experimentation to test ideas. • Reduced time to gather, transform and process customer data • Reduced time to create, manage and deploy campaign sites Increase Revenue • Increased cross-sell/up-sell • Increased customer wallet share • Increased geographic proximity sale • Acquisition of new customers Decrease Cost • Loyalty based discounts • Improve satisfaction levels • Reduced capital expense • Reduced customer acquisition costs • Reduce cost of data analytics • Reduce cost of data acquisition, storage, and management • Reduced cost of creating, managing and deploying campaign sites Decrease Risk • Understanding what’s available with lower personal expense and avoiding a purchase made without full knowledge (i.e. research, etc.) • Reduced failure of new product and service offerings by leveraging insights about customer preferences • Increased automation, less risk for process failures Value Touchpoints
  • 20. Engage Your Customers Continuously managing & measuring clear value levers, success factors, and performance measures Employee • Better brand expression • Increased ROI & impact • Deeper connection with customers • Increased job satisfaction • Increased Revenue & ROI • Lower Churn (Higher Loyalty) • Increased Satisfaction (Net Promoter Score, Fan Score, etc.) Operations • Reduced customer complaints • Simplified processes Customer • Richer and more engaging experiences • Better solutions to meet each customer’s needs and desires. • Increased awareness of new relevant products and services • Improved and consistent channel experience Engage Your Customers Business Outcomes/Results Value Realization Scorecard
  • 21. Engage Your Customers Phase 2: Gain Insight • Determine customer journey and needs • Model and analyse data for customer patterns and insights • Collaborative and shared workspaces • Azure ML • Dynamics CRM • PowerBI • Office365 • ETL • Data Management • Data rationalization • Big Data • PowerBI Phase 1: Shared 360 degree view of customer • Gather internal and external data about customers from all marketing channels and partners • Enable gathering, storage, transforming, and distributing of Big Data • Provide a centralized data warehouse and accompanying data marts that aggregate data from systems across the enterprise for reporting and analysis purposes Time Value IT Projects Phase 3: Enable predictive experiences and offers • Predictive modelling for customers preferences and desires • Real-time business and customer analytics, predictive models • Customer specific offers driven by customer insights • Prescriptive analytics • Create engaging experiences and media • Azure ML • Data Modelling • Big Data • Universal Application • Azure Media Services • Better understand and serve customers • Improve business insight and workflow • Increase sales • Improve customer experience • Improved employee collaboration • Raise customer satisfaction • Reduce operating costs • Improved Up/Cross Sell • Improved Customer/Fan Satisfaction • Improved Market/Wallet Share • Reduced Customer Churn Business Benefits Roadmap
  • 22. Volvo is bringing digital elements of car buying to life to engage and inform customers, and to help them understand the features and options of the automobiles. Volvo Volvo is reimagining the car-buying experience Challenge Create a more immersive car-buying experience to help customers choose and configure a vehicle. Differentiate the Volvo brand, highlight innovation, and keep up with customer expectations. Results • Build reputation as an innovative and customer-focused company • Increased customer satisfaction • Increased sales, upsell and cross-sell • Fast time-to-market for more immersive experiences Strategy Volvo is using HoloLens to create an augmented reality interface for customers, helping them learn about and configure cars in three dimensions. HoloLens enables customers to digitally interact with their automobiles in more immersive experiences. “Volvo is really a human-centric company, that’s the core focus of everything we’ve done in terms of the products we develop, but also in the way we interact with our customers.” – Bjorn Annvall SVP Marketing, Sales, & Services Customer Story
  • 23. As the leading sports franchise in the world, Real Madrid has more than 100 championships and a passionate fan base. But what the football club didn’t have was a way to directly engage with its 450 million global supporters. Real Madrid C.F. Improve fan engagement and experience Challenge Engage with fans in more personal ways to increase revenue, customize marketing initiatives, and reinforce the club’s leadership position in the worldwide sports industry. Results • One-to-one relationships with fans increases engagement • Targeted, customized marketing • Near-real-time campaigns • Transparent user interactions with content and advertising Strategy Implement a comprehensive platform- as-a-service solution to collect the data Real Madrid needs and to create personalized fan experiences and thrive “Using the Microsoft Cloud, we are building a way of understanding who our fans are, where they are, and what they want from us.” – José Ángel Sánchez, CEO, Real Madrid C.F. Customer Story
  • 24. Metro Bank is focused on offering the best customer experience, how, when and where the customer wants it. The bank’s motto is "no stupid bank rules" and its focus is on bringing back traditional retail banking, supported by flexible technology. Metro Bank Leveraging technology to give people what they want Challenge Provide personalized customer service. Enable agile operations, applying best practices from one branch to all. Differentiate services and brand. Results • Reduced customer wait times • Improved consistency with every customer interaction • Streamlined systems create more time for customers • Ongoing connection with customers Strategy Use Microsoft Dynamics CRM, Office 365, and Azure capabilities to provide tools to employees for identifying and responding to problems before they affect the customer relationship. Enable employees to connect with experts and a vast knowledge base of answers. “We’ve embraced the software of a company that helps us treat people like people — Office 365, [Microsoft Dynamics] CRM, and Yammer from Microsoft. With the technology working for us, we can focus on the really important stuff.” — Paul Marriott-Clarke Commercial Director Metro Bank Customer Story
  • 25. Jean Coutu Provide streamlined, personalized, responsive service to customers on any channel Challenge • Deliver more timely, meaningful, and efficient service to customers • Help store personnel be more active on the floor • Provide mobile point-of-sale in store Results • Enhanced customer service • Seamless shopping experience • Reduce waiting times • Platform for the future Strategy • Provide point-of-sale functionality to thousands of terminals and devices • Streamline supply, warehouse, and delivery of products to the franchise network • Enhance in store experiences for customers and employees Jean Coutu Group (JCG) is a large Canadian pharmacy that successfully balances the advantages of a large chain with a relentless focus on personalized service offered by a local personnel. ”As a franchiser, we’re responsive to the demands of our customers as well as our stores. Microsoft Dynamics for Retail offers the flexibility and the technology to meet those demands.” – Alain Boudreault Vice President and Chief Information Officer Customer Story
  • 26. Engage Your Customers Products • Media Services • Power BI • Microsoft Social Engagement • Skype • Dynamics Marketing • Office 365 • CRM Online • Azure Storage • Azure SQL DB • HDInsight • Azure Machine Learning Products at a Glance
  • 27. Empower Your Employees Digital Transformation Book of Dreams
  • 28. Imagine if… …your employees could efficiently collaborate to meet rapidly changing customer needs and desires.
  • 29. Empower Your Employees Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Improved product/service quality Improved ROI of IT projects, Improved speed to market/innovation Increased satisfaction of stakeholders ( BU Heads) Lower TCO for IT Accurate business reports and forecasts Reduced IT security threats Reduced time to create and deploy IT solutions Improved collaboration with employees Rapidly changing customer and market trends Market pressure Changing business model and cost control Too many IT options Increasing stakeholders/ customer demand for personalized experiences Actionable information required right now Mobile first world Improve Enterprise Agility to changing demands of business and market Develop new revenue opportunities Increase collaboration among employees Improve & simplify internal business processes Make organization more secure Increase customer and marketing insights Empower Your Employees Engage Your Customers Optimize Your Operations Scenario Chain Transform Your Products Engage Your Customers Optimize Your Operations
  • 30. Empower Your Employees 30 CIOCurrent State Our employees and teams have difficulty when collaborating on projects, making decisions, and planning work. We are unable to easily make use of the special skills and knowledge spread throughout our company. We have many isolated solutions that are not integrated in ways that support sharing information or moving our business forward. Desired Future State Our employees have the information and insight they need to optimize operations, provide excellent customer service, and increase our sales. We share our knowledge and quickly respond to business needs. We have optimized our workflows, marketing, and customer service using analytical tools and AI capabilities that provide us timely insight. The quality of our interactions with customers inspires trust and loyalty, and often results in additional sales. We are always looking to… • Improve our time to market, customer service, and business operations • Improve productivity of our employees • Provide the tools and insight employees need to make better decisions • Rapidly and collaboratively respond to business needs Making employees more productive, efficient, and satisfied Scenario Narrative
  • 31. Organize work Evaluate, collaborate, plan Empower Your Employees Solution Storyboard • Faster time to impact • Improved productivity • Improved marketing agility and efficiency • Increase cross-sell / up-sell Benefits • Supporting smoother workflows and real-time collaboration • Enabling employees to work from anywhere, anytime • Providing employees with deeper customer insight and market awareness • Personalizing messages and offers Start • Spending so much time pulling together information • Losing sales opportunities from being unaware of customer needs • Long cycles for development and review of marketing materials Stop • Improving the customer experience • Winning and retaining customers • Improving our brand as an innovative and customer-centric company Continue Top-line Impact Rapidly and collaboratively respond to marketing insight to keep up with customers and deliver personalized, impactful, and effective messages. Teams can easily communicate and collaborate with retailers, agencies, manufacturers, and departments throughout the company. Using secure global access and private social networks, teams can share ideas and materials in real-time to develop modern campaigns, including automation, content tracking, and social marketing. Take action Gain insight from customer and market analysis Appointments Tasks Files Phone calls Organize work, schedule, priorities Share Talk Virtual Meeting Space Collaborate with other departments, manufacturers, retailers, and agencies Communicate Refine campaigns, develop new products, shift investments Solution Storyboard
  • 32. Empower Your Employees Technology Storyboard Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerApps Cognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Sharepoint Knowledge Capture & Sharing Conversational AI Productivity Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry Customers Partners Field Workforce Secure remote information usage, authoring & sharing Remote collaboration with employees & customers Status & Work Tracking Buildings, Plants & Equipment Product Usage Field Observations Peers More Personal Computing Microsoft Social Engagement Data Insights Employee Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens
  • 33. Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Data Management Productivity Tools Internet of Things Mobile Computing Predictive and Prescriptive Analytics Culture of mobility and productivity ‘Outside in’ Thinking Culture of ‘Growth Mindset’ Leverage the best resources available anywhere Innovate based on customer and market insight Track and optimize business effectiveness More effectively collaborate with employees, customers and partners Be more agile in business processes Reduced time to market for products and services Reduced cost of operations Increased pace and culture of innovation Increased up/cross sell Improved productivity Agile Practices Drive operational decisions based on information Social Computing Improve quality of products and service Increasing demand for personalized experiences Increased Customer Churn Increasing competitive pressure Increasing time-to-market pressure Increasing competitive use of technology Increase customer satisfaction, and loyalty Create new digital experiences for customers Decreasing market and wallet share Ability to anticipate organizational needs Increase the agility and speed of innovation Using telemetry for decision making and product development Recruiting, motivating, and retaining employees Empower Your Employees Benefits Dependency Network
  • 34. Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Increased customer satisfaction. • Ability to engage with the company anywhere at anytime • Improved responsiveness of interaction • Improved quality of interactions and products/services • Improved culture of productivity and innovation • Happier and more engaged workforce • Increased market relevance • Increased knowledge sharing across product development teams • Increased employee satisfaction to support increased customer satisfaction • Increase technology innovations • Improve channel integration Time to Value • Faster resolution of questions and issues • Faster awareness of new offers • Faster launches of new products • Faster exchange of ideas • Faster experimentation with new ideas • Increase agility in responding to new business needs (cloud time) • Automation reduces time to market • Movement from traditional waterfall IT development to agile delivery models Increase Revenue • Increased market and wallet share • Revenue from “first to market” and “best in class” products and services via increased innovation Decrease Cost • Better ROI on new products • Reduced cost of product development • Reduce customer acquisition costs • Optimized connectivity costs • Reduced cost for information management Decrease Risk • Reduce risk of failure for new product/service Empower Your Employees Value Touchpoints
  • 35. Empower Your Employees Continuously managing & measuring clear value levers, success factors, and performance measures Employee • Faster time to market • Reduced effort • Reduced rework • Increased collaboration • Increased job satisfaction • Increased employee productivity and effectiveness • Increased pace of innovation and agility • Measurable impact and insight Operations • Decreased risk of errors or delays • Faster and more accurate response to issues Customer • Timeliness of information about products, services and offers Empower Your Employees Business Outcomes/Results Value Realization Scorecard
  • 36. Empower Your Employees Phase 2: Mobile, agile product development productivity • Use data from in-market products, social networks, and analytics to uncover new opportunities and roadmap commitments. • Enable a leaner product development organization. • Address customer’s needs and wants into current and future designs. Phase 1: Connected people, teams, and products • Enable seamless idea sharing and collaborative development irrespective of location and time zone • Enable productivity across functional teams, geographical boundaries, and supplier organizations • Connect devices to IT systems as the first step Time Value Phase 3: Apply analytics • Gain insights from product sentiment and market trends • Support decision making, planning, product design, and customer connection. • Additive Manufacturing • Advanced Analytics • Design Computing in the Cloud • Collaboration and Communication • Embed IOT connectivity in target facilities/processes • Enhanced market insight into ideation • Accelerated innovation • Increased revenue from innovative “first to market” products • Increased employee productivity • Increase in knowledge sharing • Increased employee satisfaction • Increased return on innovation investment • Reduced cost of product development • Social Analytics • Telematics • Big Data IT ProjectsBusiness Benefits Journey Roadmap
  • 37. Fameccanica is the leader in the development of machinery for manufacturing hygiene products, and operates hundreds of production lines all over the world. Fameccanica Transforming collaboration, knowledge sharing, and plant management. Challenge Provide customers the equipment, processes and tools to optimize operations. Enhance capacity to work in partnership with customers and suppliers. Continue distinguishing itself for its cutting edge technology and constant innovation. Results • Improved awareness of machine performance and plant operations • Timely collaboration anytime, anywhere. • Improved knowledge sharing and access to expertise Strategy Fameccanica created a ‘company collaboration network’ that facilitates the management of factories and manufacturing plants through the collection, exchange, distribution and use of ordered information. The solution, called “Easy Life,” that brought together Fameccanica’s technologies, Azure cloud services, and Office 365. Customer Story
  • 38. Henkel Challenge • To support the speed and agility necessary for international marketing and product launches • To keep the innovation pipeline filled for products in different markets • Enable easy communication and collaboration among research and development, packaging, the supply chain, and marketing teams Results • Improved communication and decision making throughout the company • Improved collaboration between R&D, purchasing, packaging, marketing, and finance • Reduced time to bring a product from initial idea to market Strategy • Using Azure, Henkel brings employees, data, and partners together by enabling collaboration from nearly any location and device • With Office 365, all employees have a modern productivity solution, and brand managers can work across borders and departments, as well as with outside agencies Henkel modernized its workplace, to enable collaboration and improve productivity throughout the company, as well as with retailers, agencies, manufacturers, and partners. “We have improved our way of working by using Office 365 to simplify communications and collaboration. And even the time we need to bring a product from the first idea to market can potentially be reduced.” – Clemence Alberti, Junior Brand Manager for Body Care, Henkel Customer Story
  • 39. United Breweries Limited Brewing Up Success with an Enterprise Social Network Challenge United Breweries needed to better connect experts and enable knowledge sharing throughout a large and complex manufacturing network. Results • A forum to unite a far-flung, multilingual workforce • New ways to tap into collective wisdom • Increased productivity • Agile adaptation to business challenges • A network for growth Strategy • It began with the rollout of Office 365 applications like SharePoint for sharing documents, files, and templates; and Lync, which was used for phone conferences, media sharing, and e-learning. • United Breweries implemented a social networking platform to provide social networking capabilities. Currently headquartered in Bangalore, India, erstwhile United Breweries Limited began in 1915 with five breweries. Today it has 1,300 executives operating out of 46 plus locations. The beverages they produce are popular both domestically and internationally, especially the flagship Kingfisher brand. ”We’re growing so rapidly that for us to be able to provide a common feel for the United Breweries brand and a consistent experience for employees throughout their lifecycle in our organization, we need a powerful and engaging communications platform.” – Manmohan S Kalsy Executive Vice President of Human Resources Customer Story
  • 40. Eni S.p.A. is a multinational energy company that produces, transports, and markets oil and gas worldwide. It also operates in the electricity generation and sale, petrochemicals, oilfield services construction and engineering industries. Eni S.p.A. Enhancing accessibility of knowledge and ease of collaboration Challenge Create a knowledge management system for exploration and production to gather, store, and share expertise on a global scale. Results • Created an environment that maximizes knowledge creation, sharing, capture, and collaboration • Enhanced information structure and accessibility throughout the entire knowledge management life cycle • Supports approval and validation processes for structured knowledge Strategy Eni overhauled its legacy platform in the Exploration & Production division, migrated all its previous documents and information repositories, deployed collaboration and sharing solutions, and created new and improved knowledge management procedures. “The tacit knowledge of people, the result of their experiences, is the factor which most often allows for the resolution of problems deriving from a multiplicity of uncontrollable variables affecting our processes.” Luigi Salvador - Chief Knowledge Officer, Eni Exploration and Production Customer Story
  • 41. Empower Your Employees Products • CRM Online • SharePoint • Skype • Dynamics AX • Azure Files • Stream Analytics • HD Storm • Azure Storage • Azure SQL DB • Data Factory • HD Insight • Azure Machine Learning • Power BI Products at a Glance
  • 42. Optimize Your Operations Digital Transformation Book of Dreams
  • 43. Imagine if… …you could broadly share information throughout the business, manage resources with agility, and better coordinate processes.
  • 44. Optimize Your Operations Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Optimize Your Operations Resource Management Safety and Compliance Improved productivity Operational excellence Customer Satisfaction & Reliability Market relevant products Achieve Sustainable advantage and growth Economic Slowdown in developed economies Increasing costs Customers demand differentiation Growth in emerging markets Scarcity of skilled labor Stricter Regulations Production loss avoidance Reduction of inventory cost Operations cost optimization Expert advice to remote locations Increased revenue through relevant and differentiated products Avoid unexpected malfunction Proactive resource planning Supply chain optimization and cost reduction Improve product longevity Better utilization of equipment and workforce Agile workforce with better mobility Real-time updates for equipment Engage Your Customers Scenario Chain Transform Your Products Engage Your Customers Empower Your Employees
  • 45. Optimize Your Operations Operations ManagerCurrent State Our supply chain is constantly evolving and currently fragmented. There is lack of coordination between the shop floor and the warehouse on inventory levels, orders booked, goods in transit. We don’t have strong integration within our supply chains to speed up processes and make operations leaner. When equipment problems arise, production drops, shipping is affected, and our storage facilities are not optimally stocked. Desired Future State By modernizing our manufacturing systems, collaboration platforms, and interconnecting devices, we have increased the flow of information across our entire business operations, and enhanced our interaction with partners. Our business processes are always synchronized, and can even anticipate trends by examining historical data about production and distribution. We can track and trace the full supply chain path of our products, collaborating in real time across multiple sites and the entire supply chain. When necessary, we can realign the efforts of the entire manufacturing ecosystem and manage our resources with agility. I am always looking to… • Know supply chain, inventory, and production status along our manufacturing chain • Provide all participants in the manufacturing and supply chain timely information when and where they need it • Quickly respond to bottlenecks or breaks in our processes • Identify current production problems and anticipate future challenges Optimize operations and reduce costs Scenario Narrative
  • 46. Optimize Your Operations Automation suppliers and OEM manufacturingManufacturing in the value chain Reduce waste and increase parts availability <> • Reduce unplanned downtime • Reduce maintenance costs (T&E, on site supplier contracts, labor, inventory) • Improve equipment longevity • Improve employee skill and satisfaction Benefits • Empower maintenance crew to make decisions • Share same views with operators, technicians and manufacturing managers • Machine data driven maintenance Start • Schedule regular maintenance • React to breakdowns : be data proactive • Exclude all but maintenance techs • “Black Box” mindset Stop • Grow expertise within • Decentralized maintenance approach • Empower operators and in house techs • Share data with all involved Continue Manufacturing Management and Suppliers Automation Suppliers Production ScheduleMaintenance Schedule Real Time connection to manufacturing management, suppliers, and maintenance crew Productivity Up Modern Automation Sensors Telemetry Maintenance Crew Maintenance Planning Automation Suppliers Manufacturing Management Shared View Across Value Chain Cost Down Satisfied Employees Optimized Scheduling Maintenance Crew Legacy IOTApplications IP capable devices Low power devices Sensors Telemetry Legacy Automation Solution Storyboard
  • 47. Optimize Your Operations Technology Storyboard More Personal Computing Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerAppsCognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Buildings, Plants & Equipment Product Usage Field Observations Supply Chain Supplier Supplier Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry Customer Service Sales Product Design W10 Cortana Rep Online Devices Signage Customers Microsoft Social Engagement Manager Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens
  • 48. Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Internet of Things Machine Learning Cloud services Advanced Analytics Enterprise Mobility/ Mobility solutions Communication and Collaboration Increase instrumentation and monitoring Collect, Store and analyse data from sensors on equipment and smart devices Develop Omni-channel communication and collaboration among field operators, Service providers and experts Connect multiple plants and aggregate operational data Build Data Science or Analytics COE Global dashboards for real time manufacturing monitoring and response Priority focus on safety and regulation Proactive service collaboration across plant facilities, partners and vendors for faster response to issues Collect, analyse and monitor risk reporting and performance metrics Richer collaboration amongst various stakeholders Production loss avoidance Reduction of inventory cost Improved health and safety Operations cost optimization Proactive resource planning Better utilization of equipment Improved Knowledge sharing Agile workforce with better mobility Global Visibility of All Facilities Optimize production equipment Operational excellence Improved Safety and Compliance Improved Knowledge Sharing and Transfer Improved Productivity and resource management Economic Slowdown in developed economies Complex Network of Global Facilities Pressure to lower costs through manufacturing process efficiencies Volatile energy Costs Increasing safety regulations Scarcity of skilled labor Increased pressure to manage complex supply chain Stricter Regulations Optimize Your Operations Benefits Dependency Network
  • 49. Optimize Your Operations Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Better expectations for product delivery and quality • High quality autonomous products • Global oversight of manufacturing operations • Predict and adapt to changing supply, labor and manufacturing availability • Streamline inventory and warehouse management operations • Selling insights to partners and competitors • Better analytic capability • Allow sustainable and robust connection to partners across boundaries • Migration from costly legacy systems to pay per use cloud systems Time to Value • On-time delivery • Faster problem identification • Faster time to resolution Increase Revenue • Revenue from new customers • Revenue from repeat customers • Revenue from better brand positioning • Selling insights to partners and competitors • Better utilization of manufacturing capability Decrease Cost • Reduction in manufacturing defects in products • Avoid unplanned downtime and outage costs • Reduction in facilities management costs • Reduction in field operations costs • Reduction in maintenance costs • Reduction in cancelled orders • Reduced cost of operations • Reduced cost of information sharing Decrease Risk • Reduce risk of delivery failure, lack of product or service outage • Global operational view supports identifying problems before they escalate Option value • Trust in service Value Touchpoints
  • 50. Optimize Your Operations Continuously managing & measuring clear value levers, success factors, and performance measures • Increase sales and contribution margin • Reduced maintenance costs • Reduced inventory investment • Improved resource management Optimize Your Operations Business Outcomes/Results Innovation • Monetization of data about usage and uptime Customer • Product availability • Lost sales • Lead time to order • Higher Customer Satisfaction Employee • Increased job satisfaction • Better training, knowledge management, mobility, and collaboration • Scheduling efficiency Brand • Increased brand awareness • Increased brand value • Improved brand image Value Realization Scorecard
  • 51. Optimize Your Operations • Dashboard and visualization • Analytics & Business Intelligence • Reporting and Dashboard • Cloud design • Mobile deployment • Unified communications and messaging • Identity and access management • Embed IOT connectivity in target equipments • Media sharing and virtual presence • Reduce T&E • Reduce training and certification costs Value IT Projects • Dashboard optimization • Big data • Advanced Analytics • Reduce unplanned downtime • Reduce data modelling costs • Reduce IT hosting and storage infrastructure costs Business Benefits • Lower cost of maintenance • Eliminate expensive 3rd party contracts • Impart technical ability to workforce Time Phase 2: Integrate telemetry and telecommunication • Identify applicable analytics capabilities and tools • Enable machine learning and IOT integration • Integrate legacy and modern automation, telemetry and machine learning in unified reporting and dashboard services Phase 1: Establish Omni-channel communication with Customers, Service providers and equipment manufacturers • Enable mobility and access rights, with media content and communication solution • Embed IOT connectivity in target equipment • Promote culture of remote interaction and decentralised control Phase 3: Optimize and Enhance analytics and mobility capabilities • Continuously improve collaboration by imparting mobility and advanced analytics capabilities • Decentralize controls Journey Roadmap
  • 52. Dartmouth Hitchcock is innovating to create a sustainable health system and improve the lives of people and communities they serve. Dartmouth Hitchcock Revolutionizing health care with personalized care and provider collaboration Challenge Give employees a new view into trends and insights, and tools to act on them more effectively. Enable care teams to coordinate care for individuals and communities. Create a foundation for a proactive health system that keeps people healthy, improves care, and reduces admissions. Results • Increased provider productivity • Improved patient outcomes • Patient satisfaction • Reduced costs Strategy To create ever-present health care, Dartmouth Hitchcock created a cloud- based system in which nurses and health coaches track and respond to an individual’s health status in real time. The system, called ImagineCare, is built on Microsoft technology for machine learning, big data storage and processing, and perceptual intelligence, including Cortana Analytics. “With Cortana Analytics Suite and Microsoft Dynamics, we’re transforming the way health care is delivered today, improving patient outcomes, reducing costs, and offering an unprecedented level of personalized care.” – Ethan M. Berke, MD, MPH Medical Director, Clinical Design and Innovation Customer Story
  • 53. Fujitsu Bringing innovative operational excellence to manufacturing Fujitsu is the leading Japanese information and communication technology company offering a full range of technology products, solutions and services to customers in over 100 countries. ”Leveraging the Fujitsu Eco-Management Dashboard solution alongside Microsoft Azure and the Fujitsu IoT/M2M platform, we are able to deliver real-time visualization of the engineering process for big data analytics to improve the entire production process and inform decision-making” – Hiroyuki Sakai Corporate Executive Officer, Executive Vice President, Head of Global Marketing at Fujitsu Limited Challenge Fujitsu needed to optimize processing by both machines and humans in a way that could enable managers, engineers and scientists to improve product quality, streamline systems, and enhance functionality while reducing costs. Results • Operational excellence • Reduced energy costs • Higher quality products • Enhanced functionality • Greater productivity Strategy Fujitsu brought together its Eco- Management Dashboard and IoT/M2M platform with Microsoft cloud services and Windows tablets to enable managers, engineers and scientists to simultaneously manage product quality, process efficiency, and equipment performance. Customer Story
  • 54. Ecolab Helping worldwide industries tackle water scarcity Ecolab is a leading global provider of water, hygiene, and energy technologies and services. “Suddenly, complexity and size are no longer barriers…We can now harness the power of this platform to serve many more customers, measuring many more flows at many more plants than we could even conceive of in the past.” – Christophe Beck President, Nalco Water, an Ecolab company Challenge To help customers reduce water usage, Ecolab must capture and analyze real- time information from thousands of sensors in thousands of plants around the world. As Ecolab grows their business, they need a way to deliver water management solutions on a much larger scale and at a much deeper level, and to demonstrate value to customers. Results • Reduced water usage by customers • Improved insight about customer processes and performance • Improved customer engagement and guidance • Scalability to meet growing business needs Strategy Using the Azure cloud computing platform and advanced analytical capabilities, Ecolab helps customers improve production processes and better understand value. Ecolab employees around the world use Microsoft productivity tools to collaborate and take action based on insight, and support field activities. 54 Customer Story
  • 55. Saudi Airlines Saudi introduces self-service insights solution to increase operational efficiencies As the largest airline in the Middle East, Saudi Airlines offers flights to over 90 destinations, with global operations and more than 40,000 employees. Challenge Saudi Airlines needed a consolidated approach to critical business information spanning multiple systems across functions, necessitating a data warehouse and business intelligence solution for an integrated view across operations. Results • Increased operational efficiencies by 2% • Enabled self-service insights for executives with intuitive reports and dashboards • Anticipated millions in savings Strategy Create an Azure-based solution to provide real-time, self-service insight and enable executives to make more timely business decisions. Customer Story
  • 56. Optimize Your Operations Products • Skype • Office365 • SharePoint • HD Storm • HD Insight • Azure Machine Learning • Microsoft Social Engagement • Stream Analytics • Azure SQL DB • Azure Storage • Dynamics AX Products at a Glance
  • 57. Transform Your Products Digital Transformation Book of Dreams
  • 58. Product Transformation Approach People Experiences Design Thinking Inclusive Design Customer • Get Oriented • Frame • Ideate • Prototype • Optimize Inclusive Design Method & Thinking Telemetry Gather Data Data • App Telemetry • Sensor Telemetry • People Telemetry • Business Telemetry App Insights Azure IoT Band & Windows Visualization Understand Knowledge • Prototype & test • Visualize Data • Context from usage data • Feedback Power BI Microsoft Graph Analyze Gain Insight Insight • Understand User Needs • Understand Product Use • Predict future failures Cortana Intelligence Delve Analytics Action Innovate Productive Use • Recommend Knowledge • Provide Context • Pre-empt future needs • Act on behalf Personal Assistant Bots Cognitive Services
  • 59. Business Model Innovation Frame What are your goals? Where’s the impact? What should change? Can we increase demand? • Serve a different set of customers (convert the non-customers) • Create new Value Propositions for customers (pains/gains) • Improve sales and marketing (improve the brand) • Understand better what’s missing in the market (find the whitespace) • Improve the quality of existing products Customer Experience Transformation Digital Optimization & Efficiency Can we deliver cheaper or more efficiently? • Improve supplier effectiveness • Improve operational efficiency • Improve employee productivity Value Prop Customer Segments Channels Products & Services Revenue Streams Value Chain Business Impact Frame • Strategic Alignment • Business process change • Modernize architect (enable agile, etc.) • Direct payback • Reduce Risk IT Value Frame • Accelerate time to market • Increase Coverage • Recession proofing • More agility • Reduce Unit Cost  Revenue  Quality  Cost  Risk T (Accelerate Business) 1 2 3
  • 60. Imagine if… …you could use many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.
  • 61. Transform Your Products Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Transform Your Products Field Crew Efficiency Safety and Compliance Improved productivity Operational excellence Customer Satisfaction & Reliability Market relevant products Achieve Sustainable advantage and growth Economic Slowdown in developed economies Increasing costs Customers demand differentiation Growth in emerging markets Scarcity of skilled labor Stricter Regulations Production loss avoidance Reduction of inventory cost Reduced time to market Expert advice to remote locations Increased revenue through relevant and differentiated products Avoid unexpected malfunction Proactive resource planning Supply chain optimization and cost reduction Improve product longevity Better utilization of equipment Agile workforce with better mobility Real-time updates for equipment Scenario Chain Engage Your Customers Empower Your Employees Optimize Your Operations
  • 62. Transform Your Products Provide profitable services to customers, upgrade devices, and identify new offerings CEOCurrent State We’re not able to create personal connections with our customers, and we have difficulty serving our customers segments anywhere, anytime. We are earning less from our product sales and need to create new sources of revenue. We don’t have a good understanding of how our customers use our products or what services they need. We have long cycles for product development and we frequently have cost overruns. Desired Future State We have an on-going, personal connection with our customers, and provide them with personalized experiences. We keep up with our customers’ needs and desires, understand how they use our products, and anticipate their needs. We quickly develop products and services that fit our customers’ lifestyles and interests. We are expanding the reach of our business and targeting new customer segments. We are always looking to… • Generate increasing revenue • Develop products and services that fit our customers • Create personalized experiences for our customers • Enlarge our customer base Scenario Narrative
  • 63. Collaborative Development and Validation Transform Your Products Solution Storyboard Collective and Insightful Ideation Innovative Products and Fast Time to Market • Revenue from new, first to market, and innovative products • Shortened development cycle for new products • Lower product development cost • Improved design robustness Benefits • Using collective and collaborative brain power of employees around the world • Accelerate innovation • Promoting and encouraging virtual product development behaviors and techniques • Using insight tools like Microsoft Social Listening Start • Costly, in person product development activities • Culture of “won’t believe it until I touch and feel it” • Relying on end solutions and conventional wasteful activities • Expensive physical builds and validation of prototypes Stop • Using collective brainpower • Real time idea generation/selection • Virtual concept development • Continuously seeking customer feedback Continue Top-line Impact Innovative and differentiated product inspired by loyal customers, created using advanced collaborative development techniques, and continuously refined via a connected value chain. Customers Social Listening IoT and Telemetry Global design and Engineering Suppliers and OEM Teams Virtual Testing Predictive Design Prove out Concept Development Fast to market Satisfied customers Cost effective Robust Designs Use insight about product use, customers, and trends to quickly develop new offerings
  • 64. Transform Your Products Technology Storyboard More Personal Computing Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerAppsCognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Product Usage Field Observations Supply Chain Supplier Supplier Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry W10 Cortana Rep Online Devices Signage Customers Customer Service Sales Product Design Workforce Insights Customer experience insights Weather & Environmental ProductTelemetry Product Designer Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens Microsoft Social Engagement
  • 65. Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Increase design and engineering productivity Increase customer satisfaction, retention and value Create new business models for the digital era Adhere to increasing regulations Design highly differentiated, relevant products based on insights and innovative thinking Rapidly experiment with new business models and measure the impact before committing Optimize product development processes for collaboration and agility Continually improve experience to increase customer satisfaction, retention and value Use analytics and machine learning to identify new opportunities Analyze customer experience data from partners and social networks Analyze real-time product usage telemetry for advanced decision making and visibility Competitive pressure Stay ahead of changing customer and market trends Connect with customer Pressure to lower costs through manufacturing process efficiencies Green manufacturing Tightening safety regulations Increased pressure to manage complex supply chain Internet of Things Customer Relationship Management Collaboration and Information Management Mobile & Social Computing Big Data Connect design teams globally and collaborate on common goals to seek optimized solutions Improved products and services Increase revenue from innovative “first to market” options and services Increase in knowledge sharing Reduce cost of product development Advanced Analytics Transform Your Products Benefits Dependency Network
  • 66. Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Improved adoption and usage of products • Increased discounts and promotional feeds from partners and programs • Increased brand recognition and recall • New customer acquisition and retention • Higher customer satisfaction • Increased customer engagement and brand loyalty • Improved data processing scalability • Improved data modeling capability • Improved analytical capabilities Time to Value • Reliable connection to partners and suppliers • Improve speed to market/innovation • Shortened development cycle • Increased agility in responding to new business needs (cloud time) • Sustained relevance of IT in manufacturing Increase Revenue • Increased resale value • Increased value from differentiated offerings • Increase revenue from innovative “first to market” options and services • Repeat sales from satisfied customers • Increased market share • Increase in ancillary revenue Decrease Cost • Reduced maintenance costs • Reduce cost of product development • Reduce cost of prototyping, physical modeling, and testing • Reduced cost of data management and storage • Reduced cost of data acquisition • Optimized connectivity costs • Reduced cost of data analytics Decrease Risk • Significant reduction in likelihood of safety incidents • Increased knowledge sharing across product development teams • Unlimited ability to run virtual reliability and robustness cycles in the cloud Option value Transform Your Products Value Touchpoints
  • 67. Continuously managing & measuring clear value levers, success factors, and performance measures • Improve speed to market/innovation • Reduce Failure of Acceptance • Uptake of supplemental services (add on services, etc.) • Reduce cost of product development • Decrease in need for on-site or service-center remediation • Increase in knowledge sharing • Reduced cost of prototyping, physical modeling, and testing Transform Your Products Business Outcomes/Results People • Increase time spent engineering and less time on non value added tasks • Seamless idea sharing and collaborative development between individuals and teams Innovation • Enhanced market insight into ideation • Faster time to market • Increased return on innovation investment • Lower environmental impact and pioneer innovation design solutions Brand • Improved brand perception • Improved market penetration • Retention of existing customers (reduced churn) • Increased customer satisfaction with products/services Culture • Increase in employee productivity • Accelerate innovation • Integrated design for environmental compliance Transform Your Products Value Realization Scorecard
  • 68. Transform Your Products Phase 2: Experiment and Measure the impact • Create new engaging experiences for customers through apps and devices that improve daily life, productivity and increase well being. • Experiment with new business models by creating value for customers in new ways while attempting to capture some of the value created. • Identify and measure customer’s needs and wants from current and predict the value and acceptance of future designs Phase 1: Understand Your Customer • Gather data about in-market and future market customers, products and markets from all channels and partners (not just ‘our products/customers’) • Enable centralized analytics capability for analytics and reporting purposes • Use data from in-market and adjacent products, social networks, and analytics to uncover new opportunities and roadmap commitments Time Value Phase 3: Optimize Value Delivery & Value Capture • Mange customer and partner interaction, purchase, service & payment history • Implement context-aware systems that proactively detect and notify other devices and systems of problems along the value chain • Redesign processes and workflows to increase efficiencies • Modern Applications • App, System & Human Telemetry • Advanced Analytics • Mobility • IoT • ETL • Data Management • Data rationalization • Big Data • PowerBI • Deliver engaging & transformative customer experiences • Acquire new customers • Monetize existing assets • New sources of revenue • Improve customer experience • Improved employee collaboration • Raise customer satisfaction • Reduce operating costs • Improved operational insight • Lower operational costs • Less unplanned downtime • Supply Chain Analytics • Machine learning • Predictive & Prescriptive Analytics • Reporting and Dashboard • Notifications IT ProjectsBusiness Benefits Roadmap
  • 69. Rolls-Royce provides engines to nearly 13,000 commercial aircraft in service around the world. For two decades, Rolls-Royce has provided limited, but valuable services, extending comprehensive maintenance services to airlines using its engines. Rolls-Royce Transforming products and services to support new business models, and disrupting the airline industry Challenge Flight delays are disruptive and costly for passengers and freight, and have a very large impact on airlines. Rolls- Royce aims to minimize the cost and disruption of airline maintenance, and to expand the services it offers to develop new revenue streams. Results • Minimize cost and disruption of flights. • Enable airlines to achieve safer, more efficient, and more profitable operations. • Increase revenue through new business models and compelling services. Strategy To better serve customers, Rolls-Royce is leveraging Azure to transform the way it uses data. Rolls-Royce collects and aggregates a very large amount of data from many locations, and uses analytical tools and models to predict maintenance needs. To help customers understand the data and make better decisions, the Rolls-Royce solution provides dashboards and visualization. “By working with Microsoft we can really transform our digital services, supporting customers right across engine-related aircraft operations to make a real difference to performance.” – Tom Palmer, Senior Vice President Services, Civil Aerospace, Customer Story
  • 70. Optoplexia was founded by Swedish researchers to help schools identify students at risk for dyslexia earlier than is possible with current screening methods. Optolexia Early screening for dyslexia with eye-tracking, cloud-based tool Challenge Create a portable tool that is fast, easy- to-use, scalable, and indicates when early intervention is necessary to treat dyslexia. Results • Early identification of students at risk for dyslexia • Early intervention and treatment • Higher accuracy and reduced costs of screening • Scalable platform to enable screening for other diseases and conditions Strategy Using the Azure platform, analytics, and machine learning, Optoplexia built a portable screening tool to easily assess children for dyslexia. The solution sends data from eye- tracking equipment to the Azure cloud, where an analysis engine based on Azure Machine Learning evaluates the data against a large repository of eye- tracking data. “The flexibility and ease of use of the Azure Machine Learning analytics platform makes it a perfect foundation for expanding our existing solution into new areas.” – Fredrik Wetterhall Chief Executive Officer Customer Story
  • 71. ABB is a leader in power and automation technologies that enable utility and industry customers to improve performance while lowering environmental impact. ABB is now expanding its infrastructure to enter the market for vehicle charging. ABB Developing innovative products and services to meet customer demand Challenge ABB needs to innovate quickly to provide the equipment and value-added services needed to take an early lead in the vehicle charging market. As part of innovating improved equipment and services, ABB needs to gather and analyze telemetry and customer behavior. Results • Innovative and scalable products and services • Digital transformation of electric vehicle infrastructure • Agility to quickly improve existing features and develop new features. Strategy ABB is developing charging equipment and stations using detailed data and new insight from stations, equipment, and customers. ABB equipment will be connected to Azure and take advantage of the machine learning and predictive analytics that Azure supports. "This partnership gives us the solutions, scalability and global agility to support expanding demand for EV charging infrastructure in the world’s major automotive markets, which is a key focus of our Next Level growth strategy.” – Pekka Tiitinen President Discrete Automation and Motion Division Customer Story
  • 72. Japan Airlines operations include international and domestic passenger and cargo services to 220 destinations in 35 countries worldwide. The group has a fleet of 279 aircraft, and transport millions of passengers each year. Japan Airlines Leveraging new technologies to drive innovation in business operations and customer service Challenge Support safe operations of flights Increase productivity of mechanics Improve quality of flight training and maintenance Build brand and innovate in operations and customer service Results • Improve training and quality of performance for maintenance crews • Enable supplementary training for flight crews, and trainees seeking promotion to copilot status • Optimize operations Strategy Using the Microsoft HoloLens, users can see a version of a plane's engine and other equipment placed in the real world. Users can manipulate equipment, find specific parts, and simulate cockpit layouts and operations as though sitting in the cockpit seat. Japan Airlines is also adopting Microsoft’s Surface Hub to streamline their development processes. Customer Story
  • 73. The Lotus F1 car is constantly evolving, with most of the components having limited life spans. The parts team is in perpetual motion, making improvements to parts within each season, and even between races. “We tied Dynamics AX in with everything from design release to consumption of parts on the car at the track, this included project-based manufacturing and design engineering– the production of the car.” – Thomas Mayer COO, Lotus F1 Team Lotus F1 Insight and collaboration enable rapid advances in technology, design, and production Challenge Need better insight and collaboration to stay in constant motion and support the rapid pace of technological changes in the Formula 1 sport. Results • Increased agility when developing and integrating design changes • Improved sharing of information • Increased cost awareness at all levels • Support just-in-time manufacturing with improved insight into parts lifecycle Strategy The Lotus team leverages data coming from the car telemetry system, and using predictive analytics and machine learning, apply the insight to quickly and collaboratively innovate and produce better components. Customer Story
  • 74. Transform Your Products Products • PowerBI • Skype • Microsoft Social Engagement • CRM Online • Office 365 • Media Services • Azure CDN • SharePoint • Azure Machine Learning • Stream Analytics • Azure SQL DB • Azure Storage • HD Storm • HD Insight Products at a Glance

Editor's Notes

  1. Microsoft Ambitions Microsoft is boldly innovating in three key areas to realize our mission in this mobile-first, cloud-first world: 1) Create more personal computing – Computing is all around us, and it’s only going to become a more ubiquitous part of our lives as we look forward, e.g. explosion of sensors, proliferation of small and large screens, and continued emergence of devices like HoloLens that blend digital content and the real world. The mobility of the human experience across all of this computing is what truly matters – the ability for your applications and data to transcend all of this computing, not the mobility of one device…an approach reflected in our strategy with Windows 10 to build one platform that spans devices. 2) Reinvent productivity & business processes – Despite the abundance of technology, human attention and time remains scarce. This ambition speaks to our goal to help reclaim that that time through the alignment and reinvention of productivity tools and business processes that reclaim time by shifting focus to the things that matter most to you and your organization. 3) Build the intelligent cloud platform – We often describe data as the new currency for business, which essentially speaks to an organization’s ability to convert their data assets into intelligence that can yield insights to inform the appropriate action. Analyst firm IDC forecasts that by 2020 there will be nearly 45 zettabytes of data, or almost 20,000 times the total amount of data that existed in the world less than three decades before. Most of this data will reside in the cloud as the only practical place to combine and manage the influx of data – providing the ability to pull together data across disparate and diverse sources, and to reason over large-scale data in order to turn it into intelligence. Additionally, the cloud enables speed and agility like never before and the platform to fuel rich experiences across an organization’s systems, critical apps and services. Digital Transformation We are similarly impacted and experiencing our own digital transformation. The three interconnected ambitions represent more than our ambitions – they are our response to this imperative to transform and designed to help our customers deliver transformation within their organization. First you need to be able to ask and answer two key questions as part of your digital transformation: How is your business being changed by digital technology? How is your core business model being changed by digital technology? Systems of Intelligence Slide objective: Assert a systems-based approach to digital transformation, i.e. systems of intelligence Answering these questions requires the mindset of a digital company...a way of operating like a digital company beyond procuring and deploying individual solutions – such as CRM, ERP or even office automation solutions – that is instead anchored on building systems of intelligence. Systems of intelligence represent the digital feedback loops that help you draw better insight out of data and convert it to intelligent action – engage with your customers, empower your employees, optimize your operations, and reinvent products and business models. Previously businesses designed, built, produced and shipped a product, then customers bought it. That was the end of the cycle. Now organizations are building in continuous feedback loops – sensors in product, after-market services, customer feedback from a variety of channels. Transformation requires these rich systems of intelligence. And it isn’t simply about technology…systems of intelligence represent the combination of technology, people and process that enable these feedback loops, and define an organization’s competitiveness and ability to change the entire landscape of the industries in which it participates.
  2. Effectively transforming your business model is really about keeping up with the changes in behavior and attitudes of your customers for a mobile-first, cloud-first world. But a business model is multiple parts: - value prop (what value you create/provide) - customer segments (which customers you reach) - channels (how you reach your customers) - value chain (how you serve your customers) - products/services (what you provide to your customers to address their pains, needs, and desired outcomes)
  3. To compete against cheaper goods, innovate to provide a differentiator, and improve customer connection To help ensure that IP is managed correctly so that as employees leave, knowledge does not go with them Use cloud capabilities that provide agility, scalability, analytics, and insights to improve decision making Put in place supply chain management systems and processes to reduce storage and carrying costs Leverage disruptions in order to differentiate and provide delightful customer experience Create processes and systems to accelerate innovation Make sure that processes and practices are optimized to deliver the highest value at the lowest possible cost Create an in-depth defensive strategy to help ensure that IP about processes is not taken Create a culture of improvement to drive the most efficiency from automation Actively manage, share, and protect company knowledge Adhere to regulations and collaborate with regulatory bodies throughout the world Track, manage, and report environmental metrics
  4. DIRA
  5. Companies are no longer able to be fully integrated. Most of them become part of an overall value chain, focusing on their priorities. Successful digital transformation, implies structural changes in the company (organization, operating model, even business model) hence management of change to successfully drive the internal transformation (people, reward, organization, …) are key foundations of success. Digitalization enables great leverage and agility through new type of solutions but as well must be thought in its great context: digital companies are successful if they are able to interact with others. Additionally, digital economy enables the emergence of new sources of revenues, for instance the data collected, the complementary services,… can be based on monetary exchanges among companies, initiating an API economy
  6. The customer experience is built through the whole live cycle of the product or service as well as through the customer’s own experience. Brand equity is more and more built on internet fame and recognition. Social media are becoming more and more important to customers to discover, learn, decide and even get support & raise issues. Omni channel is becoming more and more reality with multiple hybrid scenarios: order on line, go and pick up Visit and get delivered Visit and order on line for at home delivery … Hence digital transformation must to include these scenarios and be supported by the associated company organization agility
  7. Source: Marketing BDM Editorial Brief https://microsoft.sharepoint.com/teams/usei_relationship/_layouts/15/WopiFrame.aspx?sourcedoc={E1C5173B-540E-4587-A400-4DEB6007EE3C}&file=Marketing%20BDM%20-%20Editorial%20Brief%20-%20July%202014.docx&action=default&DefaultItemOpen=1 Digital Marketing Engage customers across all their channels When it comes to marketing today, every second counts and reaching the customer with the right message at the right time is more important than ever. Even with the predictive analytics and operational systems in place, finding ways to maximize reach and deliver messages that resonate can be complicated, especially when people use more devices in more locations than ever before. Marketers need to find interactive digital advertising solutions that allow them to be in the moments that matter and make ads that work—not just bombarding people with more ads. Now, marketers have the opportunity to easily build rich advertisements and digital marketing campaigns and deliver them on the interactive devices that make the creative come to life. By re-acting to real-time insights and information (like ID-based targeting) marketers can invite and engage customers from device to device, instead of guessing who is on the other side of the screen. They can create ads that are inviting, interactive, and content-relevant, across every stage of the customer experience. Microsoft provides the digital marketing and advertising solutions that marketers need to connect with customers in the moments that matter. Our high-engagement digital ad solutions products help marketers deliver relevant, effective campaigns that target particular audiences intelligently. We embrace ad formats and platforms that invite instead of disrupt, that fit the screen to drive real engagement. We make it our mission to build the best creative productivity solutions available, and to make sure that today’s Modern Marketers have the ability to utilize all of their favorite design tools, including the full Adobe Creative Cloud, whenever they need them. Microsoft delivers the reach, relevance and impact for digital campaign success.   Customer Experiences Innovate and deliver personal experiences along every step of the customer journey We transform our customers into loyal brand advocates using immersive experiences that make customer needs and interests the top priority. Our business strategy fosters a culture that places the customer first and listens, adapts, and grow as their needs change. We have simple to use tools that deliver measurable ROI and keep our marketers in touch with the customer on every step of their journey. Our mobility solutions unite devices, sensors, and mobile payment solutions to change the way customers convert. Using the Internet of Things, we deliver consumer experiences that are bigger, more immersive, and more rewarding. We can update information about products, audiences, and offers in real time and use machine learning and analytics to find new ways to boost conversion rates.   Transforming customers into loyal brand advocates requires immersive experiences that make customer needs and interests the top priority. This means fostering a culture that places the customer first and listens, adapts, and grows their needs change. Creating these immersive experiences requires powerful IT tools that are simple to use and deliver a measurable ROI, keeping the marketer in touch with the customer on every step of their journey. Our technology helps marketers innovate the customer experience by connecting across both physical and digital worlds, along every step of the journey. Powerful devices and comprehensive Enterprise Mobility Suite, can unite multiple screens, interactive sensors, and mobile payment solutions into one solutions that changes the way customers convert. We also help marketers tap into the Internet of Things to deliver consumer experiences that are bigger, more immersive, and more rewarding. We can update information about products, audiences, and offers in real time and use machine learning and analytics to find new ways to boost conversation rates. There has never been a more exciting time to be in marketing. In a world where everything is digital and insights into every aspect of a product or retail experience are readily available, the opportunity to craft transformative experiences that delight customers is easier than ever before—if you have the right tools.
  8. Main goals of CMO’s: Is my brand growing & is it positive? [increased awareness in a positive light] Is the sales department happy [Generate enough leads or enough digital/physical traffic] Can I show my impact   Customer engagement and satisfaction is the basis for achieving these goals and driving down the cost of customer acquisition. Investments are increasing in predictive analytics and personalization: while the upfront cost may be high, the long term impact leads to better qualified leads, traffic. and happier customers. Additional Business Outcomes: New customer acquisition Improved Profit Margin Lower cost to advertise Increased Loyalty Faster time to market
  9. Volvo https://blogs.windows.com/devices/2015/11/19/microsoft-hololens-and-volvo-cars-explore-the-future-of-car-buying/
  10. Real Madrid Links to case study: http://aka.ms/realmadridstory Summary: As the leading sports franchise in the world, Real Madrid has a lot to brag about, including more than 100 championships and a passionate fan base. But what the football club didn’t have was a way to directly engage with its 450 million global supporters. That changed when it implemented a comprehensive technology solution based on the Microsoft Cloud platform. Now, Real Madrid is able to connect more closely with its fans and give them a better overall experience, while analyzing social media data and other information to customize marketing campaigns and boost revenues. Business and Technology Need: Despite all its on-field success and ardent support, Real Madrid was still missing one thing: the ability to connect more closely with its fans. By engaging with its fans in more personal ways, Real Madrid wanted to increase revenue, customize marketing initiatives, and reinforce the club’s leadership position in the worldwide sports industry. Solution: Microsoft Services worked with Real Madrid to build a comprehensive platform-as-a-service solution, based on the Microsoft Cloud and Office 365 platform that combines with Azure to collect the data Real Madrid needs to create personalized fan experiences and thrive. Benefits: Providing the engagement fans crave and the ability to analyze their behavior Simplified social account and secure logins Mobile app available in iOS, Android and Windows Ability to collect, analyze and respond to social messages streaming in from social media like Twitter and Facebook Creating near-real-time marketing campaigns
  11. https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=22595
  12. Source: “Coutu to Deliver 21st Century Retail Experience with Microsoft Dynamics for Retail” http://download.microsoft.com/documents/customerevidence/Files/710000004048/MD_JCG_deployment_locked.docx Jean Coutu Group (JCG), a large Canadian pharmacy chain, wanted to improve the pharmacy and retail experiences of their customers, enable customers to shop at home or while mobile, reduce costs, and streamline and integrate operations. JCG was challenged to maintain the personal focus which distinguishes the brand, while supporting shifting market demands and future innovation. Challenges JCG found their store managers unable to quickly help customers on the floor, without point-of-sale functionality. Adding mobile point-of-sale functionality would enable managers and salespeople to interact directly with shoppers, while checking inventory, placing orders, and reducing waiting times when lines are long. Customers had many inconsistent experiences when shopping with JCG, almost as though dealing with separate businesses. JCG’ wanted to provide a more personal and consistent shopping experience, support the ways customers shop today, and improve pharmacy experience and value. Because consumers were beginning to expect mobile and omni-channel experiences, JCG needed to enable such experiences as a competitive differentiator. Microsoft Dynamics for Retail supports the omni-channel vision by connecting back-office systems to online shopping and in-store POS; for example, customers can order online and pick up in-store, or in-store personnel can quickly place an online order for an item that is out of stock locally. Stores within the JCG franchise network needed the ability to tailor the solution to meet their specific needs. Many retail solutions did not offer the flexibility, technology, or scalability to adjust to rapidly changing consumer trends, or to enable cutting-edge retail experiences into the future. Solution Microsoft Dynamics for Retail supports JCG’s Retail Headquarters Operations and Store Operations, and provides point-of-sale functionality to more than 410 retail locations, including 2,500 POS terminals and 10,000 devices. In addition to streamlining the supply, warehousing, and delivery of prescription and non-prescription products to the franchise network, the Microsoft Dynamics solution enables JCG to embrace emerging technologies that enhance the in-store experience for both customers and sales people.
  13. Highlights: Collaborate around the globe Secure, global asset access Online document editing Private social networks Improve speed to market Real time collaboration Multi platform development Instant syncing and sharing Design modern campaigns Automation and targeting Multi-channel content tracking Social marketing and analytics
  14. Source: https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=17982 Key points: Customer profile: In business for 138 years, Henkel operates worldwide with leading brands—such as Dial soap, Loctite adhesives, and Schwarzkopf haircare—and technologies in three business areas: Laundry & Home Care, Beauty Care, and Adhesive Technologies. Headquartered in Düsseldorf, Germany, Henkel has almost 50,000 employees from more than 120 nations worldwide. http://www.Henkel.com Business goal: Henkel thrives because it is willing to change, while always maintaining focus on serving its customers with great products. One recent challenge was to deliver the technology to facilitate collaboration across the enterprise in order to promote innovation and speed time-to-market. To achieve that goal, Henkel needed to be proactive in adopting technology to deliver a modern workplace. Tactics: To implement a modern, connected workplace, Henkel turned to Microsoft for a comprehensive cloud platform that brings employees, data, and partners together by enabling collaboration from nearly any location and device. Microsoft Office 365 is playing a key role in the digital transformation of the company by bringing a modern productivity solution to all employees. With Office 365, brand managers can work across borders and departments such as research and development (R&D), purchasing, packaging, marketing, and finance, as well as with outside creative agencies and customers to develop new product ideas and bring them to market as quickly as possible. Results: Video conferencing and web conferencing have had a huge impact on the ability of the brand management teams to connect. Sharing and collaborating on files is another important aspect of the job that has dramatically improved with Office 365. And by simplifying communications, the time to bring a product from initial idea to market has been reduced.
  15. Source: https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=9020
  16. Connected Manufacturing Operations includes many roles and enables information and insight to be shared throughout the organization. Some examples of roles, and the information that is useful to have at their fingertips, include:   Plant Operation: Forecast capabilities Plant Management: Single-site management – Benchmark information (e.g., performance per plant/equipment) Fleet Management: Multi-site management – Internal benchmark information (e.g., performance across plants/equipment)
  17. As a plant Manufacturing Manager, I am measured on my uptime performance, equipment TCO, maintenance budget, cross training programs and budgets, and productivity. We have a mix of very sophisticated state of the art automation and legacy automation. Our modern automation maintenance is above target and very dependent on the level of knowledge of the OEM resident expert. We are at the mercy of this person-to-person variability and OEM talent supply. Our legacy automation has a different set of problems: we struggle to establish visibility and predictability in its operations. It is largely legacy PLC and manually configurable. Remote monitoring isn’t possible and replacing the legacy automation means gutting the entire plant and retooling it, which isn’t an option. Having the capability of enabling our in-house maintenance crew to handle the modern automation is a strategy, but we currently don’t have an initiative to support it. We are open to finding a partner who can make it happen. Our automation OEM expressed readiness to work with us to remotely centralize the maintenance operations through live media and controls capabilities (which we don’t have today). We would like to empower our operators to learn how to do light maintenance/simple troubleshooting and replacements of modules/part guided by remote experts. Our legacy automation needs to be connected and remotely controlled and monitored to enable a lean production and maintenance. We have a larger than needed crew to attend and operate automation but our future state needs to be much leaner and more insightful and empowered.
  18. Need some input here
  19. Dartmouth Hitchock http://www.dartmouth-hitchcock.org/stories/article/34167
  20. http://news.microsoft.com/2015/04/12/fujitsu-and-microsoft-collaborate-to-transform-manufacturing-processes-through-iot-innovation/
  21. Ecolab Customer Story https://blogs.microsoft.com/transform/2016/04/04/ecolab-and-microsoft-team-to-face-water-shortage-challenges/#sm.0000si274wth4efd11it8feqgj81f
  22. https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=3902
  23. The product transformation approach supports a better understanding of the design journey and empathy with customers, while capturing customer imagination and shining a light on the path ahead. We often lead with our products and tech first. But design thinking puts the customer at the center. The design journey: The ideation process is built on design thinking, including obtaining customer feedback, going through the ideation process, and looking at the mismatches between solutions and customer needs and desires. Then a prototype is built. To turn the prototype into a product, additional information must be gathered from customers, telemetry, and business records to form a baseline for measuring transformation. Visualization of data produces additional understanding of customer problems and how well the solution or product addresses these problems. Data analytics is used to evaluation needs, usage patterns, and predict what the future will look like. Action can then be taking to recommend solutions to customer, or creating solutions and products that enhance the customer experience and reduce friction when addressing customer needs.
  24. Effectively transforming your business model is really about keeping up with the changes in behavior and attitudes of your customers for a mobile-first, cloud-first world. But a business model is multiple parts: - value prop (what value you create/provide) - customer segments (which customers you reach) - channels (how you reach your customers) - value chain (how you serve your customers) - products/services (what you provide to your customers to address their pains, needs, and desired outcomes) Q: Does the sequence of the value chain change? Q: How could you improve existing or create new value propositions? ( are you providing services to partners via insights? Are you adding convenience to existing customers? Q: Do you create new channels for new products or services? (in-car hands-free shopping experiences? Service scheduling?) Q: What innovations from other industries (retail, insurance, consumer electronics, hospitality) become viable innovations or business models with the advent of in-car intelligent agents? Q: Do you create subscription based revenue streams or click through? Q:What new experiences (via segments & channels) could lead to new or better value propositions? 1. What new set(s) of customers could you reach now with a digital platform that you could never reach before? 2. How are you engaging your customer across the range of channels, devices and formats (existing and emerging)? 3. How are you leveraging your digital capabilities to build engagement with your brand across various customer touchpoints? 4. What steps are you taking to proactively build trust with your customer base? 5. How are you systematically gathering customer input to feedback into your design, manufacturing quality assurance and customer engagement processes? 6. What customer attitude-sensing mechanisms do you have in place to regularly and systematically monitor key consumer opinions? Q: What Optimizations ( changes to partners, activities, channels) might provide better value delivery? 1. What opportunities exist to collaborate with others in the ecosystem (partners, competitors, municipalities) to develop market-leading platforms or solutions? 2. As integrated, multimodal networks emerge, what role is your enterprise taking in participating in and shaping that ecosystem? 3. What value creation opportunities exist through opening your data, insights and designs? 4. Which companies do you consider to be the most innovative in providing digital customer experiences outside of the automotive industry? What unmet needs could you jointly solve? 5. What companies would you never consider collaborating with? Now consider – if you did collaborate with them, what would you focus on? How would that change how you think about fostering innovation?
  25. Product development is a lengthy, costly and risk-laden process. There are many conflicting objectives at stake: cost versus return, customer needs and wants versus design content and limitations, competition and differentiation, brand image and safety. Add to that the challenge of making decisions on content and design trade offs! As a Development Leader my focus is meeting program target cost, timing, and customer satisfaction. I am measured on the program rating by J.D. Power, Consumer Reports, and dealer feedback. To achieve preeminence, I have to build a cohesive development team with employees throughout the world that speak different languages. I need to meet budget targets, produce prototypes to schedule and cost targets, and test and validate designs for many critical attributes: assembly, testing, robustness, durability, service, and specialization. Dealing with Tier 2 and Tier 3 supplier teams adds significant complexity to the equation. The power of the Cloud can help me accomplish my objectives far faster, more cheaply, and with much more confidence through: Real-time collaboration across all teams. Currently, our local servers have to render our designs and images which can take up to 24 hours to be uploaded to the queue. Multi viewer is not an option and only one engineer can modify at a time. Design Validation is the longest path next to prototyping. We lack the tools to speed up these tedious processes. The logistic, contractual, and financial tasks that have to be undertaken to kick off the validation stages are a major bottleneck, let alone the corrective actions that need to be planned based on the outcomes of testing. We lack the computing capacities and the machine learning capabilities to use virtual validation. Building parts and assembly prototypes are a costly, slow, and painful experience to our development teams. Additionally, ensuring that suppliers are on the same page, and have real-time information for most recent design changes (especially as they are globally scattered), makes this a very stressful task. And the cost! 3D printing helps to some extent but without the supporting data modeling, sharing, and collaborative infrastructure, 3D printing is limited in helping us get from A to B faster while meeting cost targets. Virtual prototyping in a controlled environment is much more secure than design studios with physical prototypes and phone cameras. Security becomes a more grave issue at the supplier locations where we can’t enforce IP secrecy. A key component to the success of our programs is knowing customer needs and wants. What they would be excited about and what isn’t much of a priority. We dedicate a large amount of ideation effort to customer clinics, introspection efforts, and shadowing target customers in their daily activities. These are super expensive efforts and don’t yield results over night! We would be very excited to have product usage data and insight, supported by telemetry, which we can use as a validation to many of the comments and “wish lists” we can get through our ideation efforts. Connected innovation scenarios are our best chance in getting ahead of our competition and improving our brand desirability and image.
  26. Need some input here
  27. https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=946