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Webinar: What’s the ROI of (and the roadmap behind) data-driven digital transformation?

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What’s the ROI of (and the roadmap behind) data-driven digital transformation? by Kevin Sigliano

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Webinar: What’s the ROI of (and the roadmap behind) data-driven digital transformation?

  1. 1. What’s the ROI (and roadmap) of a data driven digital transformation @KevinSigliano Partner Good Rebels 2018
  2. 2. D Driving Digital Transformation Forward | www.goodrebels.com @kevinsigliano 20 years of experience in digital transformation https://www.linkedin.com/in/kevinsigliano
  3. 3. D Driving Digital Transformation Forward | www.goodrebels.com | Human Centered Organizations | Digital Transformation | DataTech | Creativity | 130 rebels |
 Barcelona | Brighton | Mexico DF | Madrid EXPERIENCE PERFORMANCEENABLEMENTINTELLIGENCE
  4. 4. DT Challenge 2020 Powered by Data Driven
  5. 5. D Driving Digital Transformation Forward | www.goodrebels.com Reality Check Consumer Companies
  6. 6. IBM Only 37% of consumers say their favorite retailer understands their needs.
  7. 7. DEMAND METRIC Employee engagement drives customer loyalty by 80%.
  8. 8. EMARKETER 55% of customers would pay extra to guarantee a better service.
  9. 9. EMARKETER 96% of unhappy customers don’t complain, however 91% of those will leave and don’t come back.
  10. 10. GARTNER Customers will manage 80% of their needs with no humans processes by 2020.
  11. 11. BAZAAR VOICE Failure to respond via social channels leads to a 15% increase in the churn rate.
  12. 12. 40% OF FORTUNE 500 IN 2030.
  13. 13. Priorities Data Driven Digital Transformation
  14. 14. Consumer Experience www.goodrebels.com
  15. 15. Omnichannel www.goodrebels.com
  16. 16. www.goodrebels.com AI + Datatech
  17. 17. www.goodrebels.com Growth
  18. 18. www.goodrebels.com Financials
  19. 19. Defining 
 D-Transformation
  20. 20. D Driving Digital Transformation Forward | www.goodrebels.com Digital Transformation is a must Digital Transformation powered by disruptive innovation + agile mindsets
  21. 21. D Driving Digital Transformation Forward | www.goodrebels.com Digital Transformation: Key dimensions Digital Transformation must redesign value propositions and generate improved operational efficiency, intelligence, client experience and financial results. E- Customer Experience - M- New Business Models - O- Operational Efficiency - I- Business Intelligence -
  22. 22. D Driving Digital Transformation Forward | www.goodrebels.com Customer Experience
 Best Practices of Data Driven Strategy
  23. 23. D Driving Digital Transformation Forward | www.goodrebels.com Business Models
 Best Practices of Data Driven Strategy
  24. 24. D Driving Digital Transformation Forward | www.goodrebels.com Operational Efficiency
 Best Practices of Data Driven Strategy
  25. 25. D Driving Digital Transformation Forward | www.goodrebels.com Business Intelligence
 Best Practices of Data Driven Strategy
  26. 26. D Driving Digital Transformation Forward | www.goodrebels.com Digital Transformation APPs - E - Experience - M - Business Models - O - Operations - I - Intelligence Customer understanding • Always on Digital insights • Social monitoring • Updated Customer journey • Shared Buyer Personas Touch Points • Cross-channel coherence • Customer service integrated with monitoring Sales / Growth • Digital sales channels • Predictive marketing • Streamlined processes Digitally-modified businesses • Product/ service augmentation • Digital transition New Digital Businesses • Digital products/ services • Reshaping org. boundaries • Digital sales channels • Innovation centers Digital globalisation • Enterprise Integration • Redistribution decision authority • Shared digital services Process digitisation • Performance improvement • New organizational workflows Worker enablement • Community knowledge sharing • Broader communication • Digital culture training Performance management • Operational transparency • Data-driven decision making Customer Insights • Social CRM • Proactive monitoring • Incorporate social information Organizational Efficiency • Cross-channel tools • Open communication and KM Measurement • Company-wide DT metrics • Shared (open) dashboards • Metrics tied to CEX
  27. 27. D Driving Digital Transformation Forward | www.goodrebels.com Digital Transformation Stakeholders 01 The Consumer Journey Discover Buy Love 03 The Citizen Journey Value Connect Involve 02 The Co-Worker Journey Wish Engage Belong The Consumer Journey Discover Buy Love The Citiz V Co Co The Co-Worker Journey Wish Engage Belong C P W Z Providing unique & seamless experiences to clients & consumers. Empowering & developing coworker and collaborators’ experience. Strengthening business by creating shared value, not only for shareholders but wider society.
  28. 28. The Power of Data Data Driven Digital Transformation
  29. 29. www.goodrebels.com Increased Data challenges ahead
  30. 30. Only 10% of data.
 Ginni Rometty CEO of IBM
  31. 31. Datalakes are the first milestone for all organizations
  32. 32. Data Lake Implementation
  33. 33. Data Sources DIGITAL ASSETS CAMPAIGNS LISTENING SOCIAL NETWORKS CRM
  34. 34. Data Lake & Artificial Intelligence Advanced Platform | UNWTO 󰀁35 Business and Technical Benefits Business Improved Brand Power Increased know how of profiling Real time Automation of Digital Best Practices ROI of Investments in Digital Technical Ability to derive value from unlimited types of data   Ability to store all types of structured and unstructured data in a data lake Ability to store raw data and unlimited ways to query the data Gain insight into what the data means and elimination of data silos Democratized access to data via a single and unified view of data across the organization.
  35. 35. Scorecard Measuring Results
  36. 36. D Driving Digital Transformation Forward | www.goodrebels.com Scorecard Framework Business Client Brand Internal Impact Employee | Innovation
  37. 37. D Driving Digital Transformation Forward | www.goodrebels.com ROI KPIs ✓ knowledge ✓ brand impact ✓ wallet share ✓ market share ✓ cost of acquisition ✓ customer life cycle ✓ engagement ✓ customer experience ✓ value proposition ✓ brand awareness ✓ innovation ✓ influence ✓ loyalty generation ✓ experience ✓ reputation ✓ net promoter score ✓ new business models ✓ pipeline ✓ operational efficiency ✓ predictive intelligence
  38. 38. D Driving Digital Transformation Forward | www.goodrebels.com Always CPX Driven RODTO return on objectives RODTi : return on investment
  39. 39. D Driving Digital Transformation Forward | www.goodrebels.com Kaizen & Agile Dynamics
  40. 40. DT ^BD * ml + AI = profits
  41. 41. Impact What to expect and build with ambition
  42. 42. D Driving Digital Transformation Forward | www.goodrebels.com Data Driven Digital Transformation means ➡Growth ➡Agility ➡Efficiency ➡Profits ➡Survival ➡ 6% of companies are high digital performers ➡ 60% of companies are lagging in digital transformation strategy
  43. 43. D Driving Digital Transformation Forward | www.goodrebels.com Data Driven Digital Transformation Impact Collaborative Branding Positioning Credibility Acquisition Cycle Satisfaction Advocacy Knowledge Leadership CEX Prospects AdvocatesService Interest Innovation Sales ActivismProactivity NPSKnowledgeExperience Cross / Up sellingStrength Brand power & meaning Employee
 engagement Consumer satisfaction & advocacy Business growth & revenue
  44. 44. D Driving Digital Transformation Forward | www.goodrebels.com Digital Excellence Analysis ‣ +9% Revenue Generation Efficiency ‣ Revenue / Employee ‣ Fixed Asset Turnover ‣ +26% Profitability ‣ EBIT Margin ‣ Net Profit Margin ‣ +12% Market Valuation ‣ Market Value / Assets ‣ Price / Book Ratio Source: 
 Research of Capgemini 2016
  45. 45. D Driving Digital Transformation Forward | www.goodrebels.com Digital Excellence ROI Source: 
 University of Bath Research 2016 2x Profit 10x Consumer Centricity +10% Consumer Satisfaction +20% Productivity +59% Innovation -40% Employee 
 Turnover
  46. 46. Roadmap Driving forward your organization
  47. 47. D Driving Digital Transformation Forward | www.goodrebels.com Drivers L Leadership E Engagement A Agile Architecture R ROI N Net Revenue
  48. 48. D Driving Digital Transformation Forward | www.goodrebels.com EMOI Driven E - Customer Experience - M - New Business Models - O - Operational Efficiency - I - Business Intelligence -
  49. 49. Leadership www.goodrebels.com
  50. 50. www.goodrebels.com
  51. 51. www.goodrebels.com Employee Engagement
  52. 52. Data & Technology www.goodrebels.com
  53. 53. D Driving Digital Transformation Forward | www.goodrebels.com Scorecard Powered Employee Innovation Productivity Stakeholder Engagement Revenue Growth Profit Collaboration Learning
  54. 54. Accelerate & Experiment
  55. 55. Digital Innovation is ongoing journey
  56. 56. D Driving Digital Transformation Forward | www.goodrebels.com Stay connected and reach out for Digital Transformation support. Twitter @kevinsigliano https://www.linkedin.com/in/kevinsigliano 
 kevin.sigliano@goodrebels.com www.goodrebels.com
  57. 57. goodrebels.com • @GoodRebels Barcelona • Bogotá • Brighton • Ciudad de México • Lima • Madrid Powered by people

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