Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Customer Led
Digital
Transformation
Vincent Dempsey and Tiffany Overton
Horses For
Courses
Who are we?
3
Globally:
1.  Over 400 million customers
2.  Operate in 30 countries
3.  44 billion GBP in annual revenue
Lo...
We needed to
change
4
Industry snapshot:
1.  Saturated market
2.  Highly competitive
3.  Forefront of Digital Revolution
4...
Needed to define what transformation means, what do we
believe:
1.  Digital will be a primary differentiator
2.  Digital i...
Goal 1:
We needed a methodology that
put the customer at the core.
Goal 1:
We needed new tools to manage this new
way of working:
•  Allow isolated Agile teams share status and reach out
fo...
•  Portfolio Alignment
•  Agile Coaching
•  Mapping digital customer journeys
THE ROAD MAP
Insert Confidentiality Level in slide footer 11
Portfolio wall;
to manage the
deliverables.
Portfolio wall;
to bring
together
people.
P
o
r
t
f
o
l
i
o
w
a
l
l
But let’s be clear …
It is NOT a walk in the park, much more
than this was needed to ensure success.
Don’t mention it = agile,
find early wins with lots of visibility,
tie current KPI to the business case &
keep delivering....
Find a champion, identify common
goals & collaborate
Build a coalition of the
willing
The Portfolio Wall and then
the Planning Roadmap
The unknown …
WHERE IS MY BRS??
Building Engagement, Ownership and Transparency
• New meetings, new thinking
–  Digital Council
–  Leadership Solutioning
...
Building Trust
•  Engage the Skeptics
•  Put the cynics on notice
•  And let everyone know we want the truth –
we can’t he...
Sharing Learnings
Up skill delivery teams
Engage mid-levels
Leadership learnings
• Better product development
• KPIs that are Quality focused
and Outcome based
• Iterative partnering with IT
and Marketin...
Just a few wins …
•  We are Customer focused not silo driven
•  We can release 5x a week vs. 5 times a year
•  Deployments...
Final thoughts…
Our mission
A Curious and Collaborative Digital team that:
• Anticipates Customer’s Needs
• Exceeds their Expectations
• a...
Thank You
Questions?
A New Digital Customer Centric Ecosystem | Vincent Dempsey, GM of Digital, Vodafone | Tiffany Overton, Lead Consultant, Th...
A New Digital Customer Centric Ecosystem | Vincent Dempsey, GM of Digital, Vodafone | Tiffany Overton, Lead Consultant, Th...
A New Digital Customer Centric Ecosystem | Vincent Dempsey, GM of Digital, Vodafone | Tiffany Overton, Lead Consultant, Th...
Upcoming SlideShare
Loading in …5
×

A New Digital Customer Centric Ecosystem | Vincent Dempsey, GM of Digital, Vodafone | Tiffany Overton, Lead Consultant, ThoughtWorks

2,046 views

Published on

As the new GM of Digital at Vodafone, Vinnie has an ambitious mission to revamp and transform their digital ecosystem.

Vinnie and Tiff will take you through Vodafone’s digital transformation journey, full of technical constraints, siloed platforms and teams, KPI hurdles, cultural clashes and volatility up and down the value stream… along with incredible wins along the way.

Published in: Technology, Business
  • Be the first to comment

A New Digital Customer Centric Ecosystem | Vincent Dempsey, GM of Digital, Vodafone | Tiffany Overton, Lead Consultant, ThoughtWorks

  1. 1. Customer Led Digital Transformation Vincent Dempsey and Tiffany Overton
  2. 2. Horses For Courses
  3. 3. Who are we? 3 Globally: 1.  Over 400 million customers 2.  Operate in 30 countries 3.  44 billion GBP in annual revenue Locally: 1.  ~ $3 billion company 2.  Operating in an ~ $18 billion mobile industry (~$39b total)
  4. 4. We needed to change 4 Industry snapshot: 1.  Saturated market 2.  Highly competitive 3.  Forefront of Digital Revolution 4.  Less than ideal customer satisfaction across the industry Vodafone: 1.  Weathered some brand challenges 2.  Needed to refocus on the basics 3.  Needed to rebuild trust with our customers 4.  Customers are demanding to interact with us Digitally
  5. 5. Needed to define what transformation means, what do we believe: 1.  Digital will be a primary differentiator 2.  Digital is no longer niche 3.  We need to change the way we work to deliver this transformation How we work is as important as what we do
  6. 6. Goal 1: We needed a methodology that put the customer at the core.
  7. 7. Goal 1: We needed new tools to manage this new way of working: •  Allow isolated Agile teams share status and reach out for help •  Highlight interdependencies in real time •  Clearly illustrate to the business the current condition of features in flight •  Permit delivery teams and business to proactively respond to risks and issues that could impact WIP and the roadmap of work quarterly and annually
  8. 8. •  Portfolio Alignment •  Agile Coaching •  Mapping digital customer journeys
  9. 9. THE ROAD MAP Insert Confidentiality Level in slide footer 11
  10. 10. Portfolio wall; to manage the deliverables.
  11. 11. Portfolio wall; to bring together people.
  12. 12. P o r t f o l i o w a l l
  13. 13. But let’s be clear … It is NOT a walk in the park, much more than this was needed to ensure success.
  14. 14. Don’t mention it = agile, find early wins with lots of visibility, tie current KPI to the business case & keep delivering. Get finance on board: Budgeting, Cycle Time, Requirements to draw down, Business Case
  15. 15. Find a champion, identify common goals & collaborate Build a coalition of the willing
  16. 16. The Portfolio Wall and then the Planning Roadmap The unknown … WHERE IS MY BRS??
  17. 17. Building Engagement, Ownership and Transparency • New meetings, new thinking –  Digital Council –  Leadership Solutioning Digital Transformation
  18. 18. Building Trust •  Engage the Skeptics •  Put the cynics on notice •  And let everyone know we want the truth – we can’t help if we aren’t aware of the pain •  Failure is an opportunity to learn not something to hide
  19. 19. Sharing Learnings Up skill delivery teams Engage mid-levels Leadership learnings
  20. 20. • Better product development • KPIs that are Quality focused and Outcome based • Iterative partnering with IT and Marketing • Expanding our spheres of influence • Expanding our base of knowledge The To Do/ Wish List
  21. 21. Just a few wins … •  We are Customer focused not silo driven •  We can release 5x a week vs. 5 times a year •  Deployments take 5 minutes vs 6 hours •  Idea to deployment cycle time of 2 weeks •  Digital hasn’t had a failed deployment in 12 months •  We have significantly reduced the effort required deploy software –  Failure demand then to Value demand now •  Cost associated with release reduced by an order of magnitude •  We respond quickly to needs of business and customer •  We have the ability to validate ideas via several methods of testing •  Last but not least we have built trust with the wider business.
  22. 22. Final thoughts…
  23. 23. Our mission A Curious and Collaborative Digital team that: • Anticipates Customer’s Needs • Exceeds their Expectations • and Delivers Innovative Results
  24. 24. Thank You Questions?

×