7. Digital Transformation
1. Leadership and Vision
2. Customer Experience
3. Operational Process
4. Business Model
sloanreview.mit.edu/article/the-nine-elements-of-digital-transformation/
37. Digital Transformation
1. Focus on the customer
2. Simplify the experience
3. Always on Commerce
4. Streamline systems
5. Use all data
6. Digital innovation - fail fast
Editor's Notes
This is our connected customer – internally known as “winky girl”
EPiServer provides a software platform that lets you
Focus on your customer
To elevate your offer
And deliver exceptional experiences
By merging Content + Commerce
Some fundamental shifts / blurring lines
Where does the experience start and end
Where does marketing stop and sales start
Marketing Technologists at heart
We know a digital ecosystem is needed
But hold the hassles
Integration
Usability
Operation
Costs
One of the most important aspects of delivering experience is knowing the context
Lets us turn the flat persona into a real person
What is on this visitor’s mind
Where are they
What do they want to do next
Analytics (many organizations haven’t mastered this
Moving beyond to insight from increasingly larger amounts of behavioral data
To further improve the experience you deliver to your most important visitor – your customer
4 elements of digital transformation
Good article at the MIT Sloan Management Review
Won’t focus on the leadership and vision part, but it’s top of the list
Will share some examples where we are helping our customers with the following three
I come from Chicago, and we have a well known “high street” called the Magnificent Mile
5-10 years ago you would have found all kinds of retailers on this street, but there is a change going on
Now we have brand “flagship stores” where the broadline retailers used to be
Carson Pirie Scott
Lord and Taylor
Marshall Fields
Saks Fifth Avenue
Have been replaced by
Apple
Burberry
Ralph Lauren
Norrona – outdoor apparel
Builds experience on the simple point that consumers trust the brand more than the retailer
Nordstroms in US (Marks and Spencer in UK) have done a lot of work around style guides, which is another useful form of content
All meant to elevate your offer
Norrona uses articles to describe information that consumers want to understand
Why is their product better?
Does it match my needs?
Can I be successful with this product?
In this article they are highlighting the construction of extreme outerwear
It provides information that can give favorable comparisons
By educating the consumer
And to make it a great experience
They can merchandise right in the article
Which can be used to offer an alternate navigation approach
What I like to call the beginning of the end of the grid
Frigidaire is a white goods manufacturer, part of the Electrolux Group
You may have seen that Electrolux is planning to acquire GE Applianes which will make them as large as the biggest player in North America, Whirlpool
For Frigidaire, they are working towards the same goal – a direct consumer relationship
But not through a flagship store, just online
And the content they provide is intended to make consumer research easier
It’s interesting to look at the format of the content
Atomized blocks
Render neatly on large and small screens
Or can be delivered in other channels
For example the email channel
And by using behavioral information, they are one step closer to understanding purchase intent and taking the transaction online as an alternative to the retail channel
We just saw Giant Eagle site
And here you can see they have a rich FB audience
All of this is another digital touch point which improves the view of the customer
We just saw Giant Eagle site
And here you can see they have a rich FB audience
All of this is another digital touch point which improves the view of the customer
This is Giant Eagle, who has created a very personalized experience for weekly ads
- Using a variety of data from different systems, they can model what is attractive to individuals
This is Giant Eagle, who has created a very personalized experience for weekly ads
- Using a variety of data from different systems, they can model what is attractive to individuals
4 elements of digital transformation
Good article at the MIT Sloan Management Review
Won’t focus on the leadership and vision part, but it’s top of the list
Will share some examples where we are helping our customers with the following three