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Vital Trends in Digital Experience and Transformation in 2016 | Dreamforce 2016 by Dion Hinchcliffe

Here's the deck I presented at the Emerging Tech Trends track at the Hilton Union Square at Dreamforce 2016 last week. Updates on trends from last year and new trends both are included. A thorough list of what your organization should be considering from both a technology standpoint and as a business.

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Vital Trends in Digital Experience
and Transformation in 2016
Dion Hinchcliffe
Chief Strategy Officer
7Summits, Inc.
dion.hinchcliffe@7summitsinc.com
@dhinchcliffe
WHAT’S NEXT IN EMERGING BUSINESS + TECH. WHAT IT MEANS TO THE ENTERPRISE.
Dion Hinchcliffe
Chief Strategy Officer, 7Summits
ZDNet Contributor
@dhinchcliffe
What’s Next in Emerging Tech?
For Which Your Organization Must Begin Planning and Preparing in 2016
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
We’ll look at today:
• Key emerging technologies that
organizations should be considering
• With an emphasis on digital/social
engagement
• Why these these technologies and
trends are important to evaluate
• What are the key takeaways, actions,
and preparatory tasks?
But must prepare more effectively for a fast arriving digital future
Organizations continue to grapple with digital fundamentals
Emerging Technology Rate of Change At All Time High
Growth of Technology and Human Success: Hand in Hand
1 2
Technology Growing and Change Fastest in History Which Overall Has Been Very Good for Us
Human Population over Time
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
And Our Organizations Must Face Emerging Tech to Survive
Primary Cause of Failure: Lack of Tech Adaptation

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Vital Trends in Digital Experience and Transformation in 2016 | Dreamforce 2016 by Dion Hinchcliffe

  • 1. Vital Trends in Digital Experience and Transformation in 2016 Dion Hinchcliffe Chief Strategy Officer 7Summits, Inc. dion.hinchcliffe@7summitsinc.com @dhinchcliffe WHAT’S NEXT IN EMERGING BUSINESS + TECH. WHAT IT MEANS TO THE ENTERPRISE.
  • 2. Dion Hinchcliffe Chief Strategy Officer, 7Summits ZDNet Contributor @dhinchcliffe
  • 3. What’s Next in Emerging Tech? For Which Your Organization Must Begin Planning and Preparing in 2016
  • 4. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe We’ll look at today: • Key emerging technologies that organizations should be considering • With an emphasis on digital/social engagement • Why these these technologies and trends are important to evaluate • What are the key takeaways, actions, and preparatory tasks? But must prepare more effectively for a fast arriving digital future Organizations continue to grapple with digital fundamentals
  • 5. Emerging Technology Rate of Change At All Time High Growth of Technology and Human Success: Hand in Hand 1 2 Technology Growing and Change Fastest in History Which Overall Has Been Very Good for Us Human Population over Time
  • 6. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe And Our Organizations Must Face Emerging Tech to Survive Primary Cause of Failure: Lack of Tech Adaptation
  • 7. More Change in Work, Business, & Tech in the Next Ten Years Than the Last 40 Combined Insight: Linear Thinking Does Not Prepare us for Exponential Times
  • 8. Understanding Exponential Tech Change Helps Us Prepare Enabling Us to Anticipate the Nearly Unlimited Value Potential 1 2Insight: The Value of Digital is Driven by Power Laws That Pay Off Big Downstream But Our Organizations Only Change Linearly, or Logarithmically at Best The Payoff of Power Laws 
 (Like Moore’s Law) Over Time
  • 10. Yet Each Generation Keeps Coming on Faster Than the Last Exhausting our Traditional Approach to Technology Enablement
  • 11. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe What Tech Should Most Organizations Be Focusing on Today?
  • 12. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe And the next generation of technology is very different than today’s. Forcing us to: • Learn all new platforms and technologies • Think about even more novel new ways to engage • Tap into very different forms of value creation • Find new ways to adapt to digital change more sustainably Technology is Reshaping Expectations + Enabling New Possibilities
  • 13. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe New Platforms and Technologies that Orgs are Still Largely Unfamiliar With mobile/social payment platforms
  • 14. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe We Must Create and Unleash Value Creation in Exponential Times Key properties of digital business • Decentralized • Network-centric • Asynchronous • Scalable • Emergent • Connected • Continuous • Sustainable
  • 15. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Digital Transformation must go Hand-in-Hand with Human Transformation Co-Evolution Insight for 2016: Leaders are often the biggest obstacles to digital transformation, with boards least prepared.
  • 16. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Top Priorities in Digital Transformation in 2016 Source: Altimeter
  • 17. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe So What’s Coming Next in Digital Experience in 2016 and Beyond?
  • 18. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Wearables Key Events • Apple Watch + Fitbit • Watch OS 3 • Hitachi Business Microscope • 2016 saw steady but slower than expected growth Why to Prioritize • Always on the person of key stakeholders • More opportunities to engage • Essential vector in omnichannel CX • Healthcare use cases digital tech
  • 19. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Digital Assistants and Bots Key Events • Watson • Siri and Alexa • The Chatbot Revolution Why to Prioritize • Frictionless UIs • Work shifts from DIY to do-it-for-you • More productivity • High leverage use cases digital tech (100+)
  • 20. Digital Engagement Becoming Conversational From - There’s an App for that To - There’s a Bot for that Text/Voice + Natural Language Processing + Agent-Based AI Less Friction, Much Higher Leverage Bots Outpacing Apps on Facebook
  • 21. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Brain/Machine Interfaces Key Events • Technology working in the lab • Cost point dropping to mass market level in 36 months Why to Prioritize • Immersive new UX • More productivity • Powerful new types of applications • Path to 4th Platform digital tech
  • 22. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Virtual and Mixed Reality Platforms Key Events • Oculus Rift & Magic Leap • Google Cardboard • Apps • Low cost Why to Prioritize • Path to mind/machine interfaces • Enable unique applications not otherwise possible • New modes of communication and collaboration digital tech
  • 23. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Microframeworks + Containers Key Events • Critical mass of new microframeworks and container offerings like Docker • Need for much faster digital solutions • Enables stunningly fast digital development + run time ops Why to Prioritize • Digital transformation accelerator • Enable rapid digital experiments: Better hackathons • 64% plan to mainstream container use within a year. digital tech
  • 24. Machine Learning and Artificial Intelligence Will Automate Most Work Over Time By 2020, $1000 will buy computing power equal to 1 human In the Next Decade AI Goes from Almost Nothing to $12B industry
  • 25. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Low Code Platforms Key Events • First mass market low code models arrive • Quickbase, Zapier, IFTTT, Hooks, Mendix • Nearly everything has an API now • There’s now a Gartner Magic Quadrant for Low Code Why to Prioritize • Enables citizen developer • Shortest path to digital value • Tool for grassroots digital transformation digital tech
  • 26. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Robotic Process Automation Key Events • Effective new solutions • Improvements to machine learning algorithms • Rapid industry growth in 2016 Why to Prioritize • Next avenue of automation of mid-level tasks • Accuracy and speed • Lower cost • Less workforce digital tech
  • 27. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Applied Machine Learning Key Events • Maturity of open source and commercial offerings • Weka, Mahout, DeepLearning4J, dozens of others • Increasingly impressive real-world examples • Roboadvisors • Clinical advisors • Rapid expansion into verticals like healthcare Why to Prioritize • Unleashes innovation and opportunity capacity • Scalable new resource for analytics and business insight • Competitive advantage: Make decisions based on all data faster than competitors digital tech
  • 28. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe The Blockchain Key Events • Proof of effectiveness in Bitcoin • $10B market cap • A reliable way to do financial transactions with no central authority • Experimentation and adoption by many in the traditional financial services continues in 2016 Why to Prioritize • New form of distributed open record keeping • Creates transparency and trust in digital ecosystems • Is being used by many new digital competitors as proof of life digital tech Blockchain Global Interest Over Time
  • 29. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Future Skilling digital human Key Events • Increasing digital skill gaps in the workforce • Need to position for faster digital change • Need to get ahead of workforce learning • Often using learning communities Why to Prioritize • Ability to reskill workforce for digital change • Seize opportunities better and faster • Increase and sustain employee engagement • Better results and productivity
  • 30. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Citizen Developer digital human Key Events • Increased rate of new apps and tech • Growing backlogs in the traditional IT department • Rise of new Low Code platforms • Growth of the industry continued strongly in 2016 Why to Prioritize • Solve more business problems with local experience • Faster application development • Better fit to business needs • Improved scale of digital transformation
  • 31. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Work Hacking digital human Key Events • Proliferation of complexity, technology, rules, and regulations • Simple user-led techniques that can be used to get things done better fast • 2016 has seen the hacking of work meme at an all time high Why to Prioritize • Empowering of workers to fix what’s ‘broken’ • Easily tapped pool of innovation • Improved employee engagement • A way to speed up digital transformation on the business side
  • 32. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Beyond DevOps: Adding Innovation + Security Continuos Innovation Continuos Security Key Events • DevOps has proven a success, with more than half of all orgs using it 2015 • But it’s not yet a complete enough model • In 2016 security finally becoming a devops priority, but innovation programs falling behind Why to Prioritize • Ensures security, the top issue of the digital era, is baked into all tech enablement • Ensures innovation efforts are directly and continuously connected to the tech development effort digital human All Digital Development Activities in a Single Stack
  • 33. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Digital Management Models Key Events • Traditional industry age management not up to task of managing in flatter, faster, networked digital era • New models emerging and experimented — and enabled by collaborative tech and communities— by thousands of organizations • Some retrenching in 2016 but new experiments as well Why to Prioritize • Adopt faster, more effective forms of management • Enable productivity, efficiency, innovation, and faster action against opportunities digital human
  • 34. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe SocBizOps: Sustained functional engagement social human Key Events • Social media fragmentation makes acting on social data and events disconnected to key business functions • Push to close the gap between events and action to create continuous engagement • Happening in community management teams • 2016 is seeing growth most in top of the funnel operations (integrated demand gen/marketing/sales) and employee advocacy Why to Prioritize • Better connect stakeholder engagement with company operations • Produce faster and sustained results in customer care, marketing, sales, operations, and innovation
  • 35. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Holistic Social Business Key Events • Aging pre-networked processes not working well in many organizations • Large orgs seeking more collaborative, open, and decentralized processes Why to Prioritize • The usual KPI benefits • More sustainable change processes • Better tech adaptation and route to digital transformation • 280,000 employees • 25 top level use cases • Redesigned core business processes for social social human
  • 36. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Holistic Social Business Continued Using Online Community At the Center of Work
  • 37. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Social HR
 and Sales Key Events • HR seeking to adapt and provide value in new operation environment • Social professional networks now top source of quality hires • Sales processes move to social channels in most orgs Why to Prioritize • Better talent and resource management • Especially recruiting • Ability to meet customers and employees in the channels they use the most social human Source: LinkedIn, 2016
  • 38. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Swarm Working Key Events • Rise of crowd everything in the wild • Lack of equivalent capabilities in the enterprise • Tools emerging in the enterprise to make swarm/crowd working possible • Office365 Groups • Continued growth of platforms like uTest in 2016 • 200,000 members who can swarm • Online community customer care service service grew rapidly in 2016 Why to Prioritize • Faster activation on key business challenges • More effective resolution of exception scenarios and high priority business events social human
  • 39. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Social 
 Performance 
 Management Key Events • The emerging of tools to better monitor and guide our stakeholders • Growing number of orgs using process improvement using social business tools Why to Prioritize • More comprehensive and guided approach to ensuring performance results using network engagement • Shortest route to optimization and value creation social human
  • 40. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe AI-Based Social Analytics social tech
  • 41. Autonomous Pure Digital Knowledge Workers Will Alter Work Forever Leading to New Economic Models and Untold Value Creation Menial Labor Artisanal Work Rote Service Tasks Knowledge Work Autonomous Intelligence Unknown New Forms of AI+ Human Work Routine Mental TasksIf the robots arrive to do this work… …then workers must move up the stack Open Question: Can Most Workers Make This Transition? singularity leverage what’s next today work began here The Labor Stack
  • 42. Everything Is Literally About to Become Connected All the objects in our life will be digital manageable and controllable 1 Everything gives off streams of data 24/7 Allowing us to truly manage our business and lives for the first time, if we can manage the data 2
  • 43. Omnichannel Digital Experience the New Imperative (and a Treadmill) Yet the single most important value creator for companies 1 2
  • 44. New Trend and Force Multiplier: Digital Ownership Experiences Dis$nct(Points(of(Digital(Engagement! !  Sea!Ray!News/Announcements:!more%efficient%communica-ons% !  Ownership!registra9on:!be0er%insight%to%secondary%markets% !  Resources/Support:!!Streamlined%access%to%manuals,%peer:to:peer%Q&A% !  Events:!%Increased%awareness%and%par-cipa-on% !  Affinity/Ambassador!Ac9va9on:!!Enhanced%ownership%experience% !  Promo9ons:!!Increased%awareness/u-liza-on%of%boat%ownership%benefits% !  Anywhere/Any9me!Access:!%Desktop%and%mobile%% Bo3om(Line(Benefits% !  Opera9onal!Efficiencies:!!$1.0MM%savings%through%re-rement%of%more%expensive,% hard%to%maintain%programs%and%plaMorms% !  Revenue!Improvements:!!Parts/Accessories%as%well%as%new%boat%Leads% !  Support!Experience:!!Customer%service%experience%improved%while%reducing%costs% through%deflected%calls%to%self%serve%channels! % Overview:!!Transforming%the%Boat%Ownership%experience%to% improve%the%customer%experience%while%driving%increased% Revenues%and%Opera-onal%Efficiencies%% Solu9on:!!A%community%that%brings%boat%owners,%dealers%and% Sea%Ray%together%–%enabling%“a%life%well:lived%on%the%water”!
  • 45. Transportation Becomes Almost Entirely Digital Changing how we travel and business logistics forever 134% CAGR
  • 46. The Maturation of Powerful New Forms of Analytics Going from Measuring the Past to Optimizing the Future 1 2
  • 47. The Digital Workplace Is Going to Be a Very Different Place Virtual, Robot Supported, Data-Driven, Borderless, and Self-Organizing
  • 48. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Community Management as a Service Key Events • Orgs discovering a paucity of community management resources • Rise of social media and community in many business functions Why to Prioritize • A cost-effective way to ramp up vital resources to make digital engagement successful • Faster way to increase capabilities for managed digital engagement social tech
  • 49. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Social Integration between Apps, Silos, Community Key Events • Too many collaboration and communication tools in our orgs now • Apps like Slack that bring them all together • 2016 continued to see this trend expand and grow into a contextual digital workplace Why to Prioritize • Get ahead of and manage digital channel fragmentation • Deliberately design a collaborative and community architecture instead of ‘letting it happen to you’ social tech
  • 50. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Notable Vertical Dimension: Higher Education Adaptive Learning Student/Alumni Communities Learning Spaces
  • 51. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Notable Vertical Dimension: Healthcare Wellness Tracking Collaborative EMRs Healthcare Communities • CureTogether • PatientsLikeMe
  • 52. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Notable Vertical Dimension: Financial Services Adapted Blockchain Digital Advisors Partner Networks
  • 53. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Networks of Excellence + #changeagents digital human Key Events • Limits being hit on Centers of Excellence for new technology • Urgent need for digital transformation Why to Prioritize • To better enable digital leadership bottom up and top down • Scales better, more cost effective, and more sustainable than old CoE model • Emerging naturally from many existing CoEs, so better to go right to the desired outcome
  • 54. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe What Does it Look Like When It’s Done? An Ecosystem
  • 55. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe The Model for Digital Transformation Is Inclusive and Digitally-Enabled Increasingly, Digital Platforms Such as Community Are the Vehicle for Digital Transformation
  • 56. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe New Models for Tech Change, Adoption, and Adaptation New Modes (Bi-Modal IT, Tri-Modal IT) Networked Models for IT
  • 57. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe TriModal IT and Beyond Key Events • Bimodal not sufficient for larger and/or more complex projects and organizations • Evidence that tri-modal and n- modal IT matches right rate of change to right model Why to Prioritize • Better way to adopt new digital technology • More realistic model to match different types of IT and innovation to models that better support them • Get rid of one sized fits all tech adoption that holds progress back digital human
  • 58. (cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe Let’s Learn to Continuously Design Our Futures Together in Scale
  • 59. Q&A For slides: dion.hinchcliffe@7summitsinc.com @dhinchcliffe For a strategic online community: http://7summitsinc.com