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10 Top Tips for Digital Transformation

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In two years Southbank Centre has gone from “digital-zero” to a digital leader in its sector. As Europe's largest Arts Centre, in 2013 we set out to embed digital throughout the organisation to transform how we deliver over 4500 events and 13 festivals a year across multiple venues, and how we engage with our visitors and on-line audiences.

To do this we had to build solid digital platforms covering core infrastructure and connectivity, video capture and display platforms, in-house digital skills, and information and digital asset assurance. Alongside this we had to fix our website to respond properly during periods of peak demand, cross-sell products, and support mobile purchases. Right now we are building a brand new ticketing website, creating on-line festivals, experimenting with new digital learning formats, and developing a standard for publishing linked open data for events.

In this presentation Rob shares what he has learnt during the digital transformation of Southbank Centre so far, and offers tips for anyone on a digital journey; possibly highlighting some of the things that are helping to make the difference between success and failure.

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10 Top Tips for Digital Transformation

  1. 1. 10 Top Tips for Digital Transformation Rob Gethen Smith
  2. 2. Southbank Centre passionately believes the arts have the power to transform lives
  3. 3. 4500 Events 13 Festivals 6m people
  4. 4. 2012
  5. 5. 1. Tell the organisation that you mean business - Fix broken things quickly
  6. 6. Website improvements in <18 months ● 75% overall increase in sessions (440k to 700k per month) ● 50% reduction inbound phone sales traffic during on sales ● 100% increase in use of mobile devices to access the site ● 200% increase in mobile sales funnel rate from basket to check out ● £14 higher average order value online and increasing faster than offline ● >£150k revenue uplift due to tablet ticket sales since Dec 13 (£6 more per order) ● >£100k savings in internal production costs ● Website complaints dropped from 600 (in 2013) to 123 (in 2014)
  7. 7. 2. Rebrand IT - Become a beacon for digital change
  8. 8. Tech innovation club Shopping list... iBeacons x4 Oculus Rift x5 Google Cardboard x3 Rasberry Pi2 x1 Arduino Kits x2 Leap Motion x1 Laser keyboard x2 Smart watches x2
  9. 9. 3. Make sure governance of your digital change is crystal clear… ...no one owns Digital!
  10. 10. 4. Have a two-tiered Digital Strategy - Digital foundations - Digital everywhere
  11. 11. 5. Become a Digital Workforce - give everyone digital tools and skills
  12. 12. The effect of Google Apps: ● 50% general improvement in ability get stuff done ● 60% increase in ability to collaborate ● 300% increase in ability to work flexibly ● 80% increase in ability to find information ○ ~70 hours a day ○ ~10 extra people
  13. 13. 6. Supercharge your digital team - start small, learn fast, find the right partners
  14. 14. “Make no little plans; they have no magic to stir men's blood” Daniel Burnham 7. Have BIG ideas…
  15. 15. THE GLASS BOX
  16. 16. 1. Best in breed event ticketing website 2. Unique digital space for arts and learning
  17. 17. “Talk about taking transparent participatory to the next level!” Mar Dixon
  18. 18. New Ideas
  19. 19. User testing
  20. 20. Drop in sessions
  21. 21. Workshops
  22. 22. Tim
  23. 23. 8. Open Up Everything!
  24. 24. ● Open platform ● Open data ● Open designs ● Open use ● Open process
  25. 25. Website users can reuse content, data and software, explore how the website works and easily manage their privacy so that the Southbank Centre becomes a trusted and valuable resource.
  26. 26. 9. Tell the whole world what you are doing
  27. 27. 10. Enjoy what you do!
  28. 28. “...you can't connect the dots looking forward; you can only connect them looking backward. So you have to trust that the dots will somehow connect in your future.” Steve Jobs
  29. 29. The Beginning @robgethers 2015

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