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.

Digital Transformation in 2015: Laying the Groundwork for Success

6,216 views

Published on

Digital transformation is defined as, “The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touch point in the customer experience lifecycle.”

Digital transformation is driving the way you interact with customers across all channels. It touches all aspects of your business including cloud, customer experience, eCommerce, integration, CRM, digital marketing, mobile, collaboration, analytics and Big Data solutions.

To help you prepare, Perficient presents a webinar series focused on laying the groundwork for success with your digital transformation strategy.

Our webinar covered:

-What digital transformation is, and why it’s important
-The technologies driving digital transformation
-What governance, silo breakdown, and process changes are involved
-How to get started with your digital transformation initiative

Published in: Technology
  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

Digital Transformation in 2015: Laying the Groundwork for Success

  1. 1. DIGITAL TRANSFORMATION IN 2015: Laying the Groundwork for Success Follow along on Twitter: #PerficientDigital facebook.com/perficient twitter.com/PRFT_Transformlinkedin.com/company/perficient
  2. 2. 2 PERFICIENT PROFILE Founded in 1997 Public, NASDAQ: PRFT 2014 projected revenue ~$454 million Major market locations: Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis, New York City, Northern California, Oxford (UK), Philadelphia, Southern California, St. Louis, Toronto, Washington, D.C. Global delivery centers in China and India >2,600 colleagues Dedicated solution practices ~90% repeat business rate Alliance partnerships with major technology vendors Multiple vendor/industry technology and growth awards #PerficientDigital
  3. 3. 3 ABOUT PERFICIENT Perficient is a leading information technology consulting firm serving clients throughout North America. We help clients implement business-driven technology solutions that integrate business processes, improve worker productivity, increase customer loyalty and create a more agile enterprise to better respond to new business opportunities. #PerficientDigital
  4. 4. 4 OUR SOLUTIONS PORTFOLIO INDUSTRIES Healthcare Financial Services Life Sciences Retail & Consumer Goods Automotive & Transportation High Tech Telecom Energy & Utilities Manufacturing Media & Entertainment PORTAL Portal Frameworks Search Security Web Analytics Web Content Management Social & Collaboration Mobility Experience Design INTEGRATION Integration Frameworks Cloud Architecture Reference Architecture Application Integration Enterprise Application Integration Service Oriented Architecture Process & Content Integration Business Process Management Complex Event Processing Rules Engines DATA & CONTENT Business Analytics Business Intelligence Predictive Analytics Reporting Structured Data Management Data Integration, Quality & Governance Enterprise Data Warehouse Master Data Management Product & Information Management Unstructured Data Management Big Data Content Intelligence Content Management Enterprise Search CUSTOMER EXPERIENCE Customer 360 Multi Channel Enablement Relationship Management Social Engagement Commerce Marketing Strategy Implementation Order Management Supply Chain Management Service & Support Managed Hosting Sales & Service Support Customer Service, Sales Force Automation Experience Design Strategic Roadmaps & Envision Workshops User Research & Metrics Analysis Creative & Interaction Design Custom & Responsive UI Development Digital Marketing Search Engine Marketing Online Advertising Content Strategy Conversion Optimization Management ConsultingBUSINESS OPERATIONS Corporate Performance Management Budgeting, Forecasting & Planning Business Analysis & Predictive Analytics Enterprise Business Solutions Oracle EBS Vertex Tax Solutions Human Resource Solutions Employee Portals Human Resource Management Talent Management Enterprise Social Platforms Social Strategy Lync Unified Communications Office 365 Management Consulting #PerficientDigital
  5. 5. 5 PRESENTERS Michael Porter, Perficient Managing Principal Strategic Advisors Team Twitter: @porteronportals Neetu Shaw, Perficient Principal, Enterprise Information Solutions Strategic Advisors Team Eric Roch, Perficient Principal, IT Modernization Strategic Advisors Team Twitter: @eroch2 Follow along on Twitter #PerficientDigital #PerficientDigital
  6. 6. 6 “Digitalization and the digital business are catalysts of change that are affecting the human-machine relationship and driving better customer outcomes.” – Gartner https://www.gartner.com/doc/2864817/top--strategic-predictions-digital #PerficientDigital
  7. 7. 7 THE CHALLENGE 7 Rising Consumer Expectations Amazon, Zappos, Facebook, Apple, et al are redefining service, speed and ease-of-use Continual Connectivity Adoption of digital channels is driving demand for choice and connectedness Organizational Velocity Wins Tech lowers barriers to entry and increases speed; slow response invites disruption Abundance of Consumer Data Requires competency in turning complex data into business insight #PerficientDigital
  8. 8. 8#PerficientDigital
  9. 9. 9 HILTON’S CHALLENGE Think of Hilton’s competitive landscape Part of the overall travel industry • Airlines and rental car companies let you pick your seats and car Part of a very competitive lodging industry • Lower margins • Heavily impacted by economic conditions • Constant and changing competitive differentiators – Heavenly Bed – Free Internet Many travelers report issues with hotels • 30% hate waiting for a clean room • 28% dislike room location • 20% dislike room features • 2 out of 3 wish they could choose their room #PerficientDigital
  10. 10. 10 HILTON’S DIFFERENTIATOR Recreate the Guest Experience New and better mobile application • Pick a room the day before • Add in special room requests • Your phone is your room key • Easy check-out from the phone Many features available on the web as well Rolled out to • 4,000 properties • 650,000 rooms • 40 million Hilton Honors Members • 80+ countries • 18,000 team members #PerficientDigital
  11. 11. 11 HILTON’S IMPLICATIONS Function: Pick my room Impacts: • Store room maps • Setup process to update maps • Setup API to make map calls • Change one or more back end systems…… Function: My phone is my key Impacts: • Update 650,000 locks • Use NFC or other standard on phone for locking function • Enable the key to work within specified dates • Setup a process for lost phones Function: Make it fast Impact: • Cloud storage? • Solve last mile? • Solution for no signal? Function: Make it global Impact: • Support multiple languages #PerficientDigital
  12. 12. 12 TRANSPORTATION CHALLENGE I have a great idea, let’s create a better experience for our bus passengers. Let’s make the entire experience digital. From planning to booking to traveling, customer can interact with us via multiple digital channels. This will help us win business from airlines on short routes and against other transportation companies. #PerficientDigital
  13. 13. 13 TRANSPORTATION DIFFERENTIATOR New APIs Bus driver app Key process changes Brand new systems Analytics to improve experience and offers #PerficientDigital
  14. 14. 14 KEY COMPONENTS TO DIGITAL TRANSFORMATION WHAT ARE SOME KEY COMPONENTS TO DIGITAL TRANSFORMATION? 1. Customer Experience – it has to be related 2. Web Content and Digital Experience 3. Preparing yourself for mobile 4. Cloud and the experience 5. Responding to your customer with a personalized approach 6. Gaining Insights using analytics 7. Extending digital transformation across the enterprise #PerficientDigital
  15. 15. 15 PRODUCTS BROADCAST PUBLICATIONS SOCIAL EVENTS DIRECT MAIL IN STORE WEB MOBILE EMAIL BRANCH GAMING CUSTOMER EXPERIENCE: THE SUM OF ALL INTERACTIONS W/ A BRAND #PerficientDigital
  16. 16. 16 CX LEADERS OUTPERFORM THE MARKET 6-year stock performance of customer experience leaders vs. S&P 500 vs. laggards Source: Watermark Consulting #PerficientDigital
  17. 17. 17 ACHIEVING CUSTOMER EXPERIENCE MATURITY CREATE customer experiences DELIVER customer experiences 1 Customer Insight 6 Operations 2 Strategy 3 Design Processes 4 Enabling Technologies 5 Measurement SUSTAIN customer experiences 7 Culture #PerficientDigital
  18. 18. 18 YOUR SITE REMAINS THE HUB OF DIGITAL EXPERIENCE Social Media Community CRM Marketing Mgmt Analytics Apps / Integration Video #PerficientDigital
  19. 19. 19 “Digital has transformed the ways in which customers discover, explore, buy, and engage …. By 2017, digital touch points like mobile devices will influence 50% of US retail sales, and 10% of all sales will be online.” - Forrester #PerficientDigital
  20. 20. 20 User Research Interaction Design Visual Design Rapid Prototyping Usability Testing Experience Design Monolithic vs. Microservices Cloud-Native Platform Selection Framework Selection Services Design Application Security API Governance Solution Architecture UI Development Application Development Services Integration Automated Unit Testing Performance Testing Continuous Integration Custom Development Code Signing App Certification App Provisioning App Distribution Device Management Analytics DevOps Deployment MOBILE DEVELOPMENT LIFECYCLE #PerficientDigital
  21. 21. 21 • Microservices vs. SOA • Consistent and intuitive API design • Published, reusable APIs • Leverage SOA investments • Lightweight API governance Developer community portal • Protocol mediation – Web Services to REST/JSON • Security handshakes • API monitoring • API traffic throttling MOBILE CONNECTIVITY – WEB APIs #PerficientDigital
  22. 22. 22 A roadmap that defines mobility efforts in the context of a program that meets business goals. The roadmap will also defined activities needed to create a consistent user experience, comprehensive architecture and standardized application development practices. The roadmap will include activities to addressing the following needs: • Business vision and goals • User experience and branding • Application integration architecture • Development approach and lifecycle • Organizational suture and governance needs • Development tools and framework needs • Define Quick-win Pilot Project • Program timeline, budget, iterations DEVELOPING THE MOBILE CHANNEL #PerficientDigital
  23. 23. 23 “Digital businesses rely on the agility, scalability and other attributes of cloud solutions… IT leaders need to constantly adapt their strategies to leverage increasing cloud capabilities..” – Gartner http://www.gartner.com/technology/research/predicts/ #PerficientDigital
  24. 24. 24 CLOUD TRENDS AND THE DIGITAL TRANSFORMATION • Competitive pressure from new entrants with lowered technology barrier – big-bang disrupters • The competitive pressure on IT costs and agility – cheaper and better • User expectations for high performance and availability – Age of the Consumer • Digital businesses relies on the agility, scalability and velocity • Cloud and DevOps mutually symbiotic solutions for agility and velocity • The rise of business software platforms and reference architectures Solution Reference Architecture Cloud and DevOps Ready #PerficientDigital
  25. 25. 25 CLOUD CANDIDATE INVESTMENTS AND APPROACH • Portfolio Analysis and Digital Use Cases: • Content Management • E-Commerce • Customer service with social networks • Big Data/Predictive Analytics • Inventory and categorization of workloads • Maturity and Readiness • Value/Risk Analysis • Cloud Provider Categorization and Architecture Best Fit • SaaS, Reference Architecture and Managed Solution Offerings #PerficientDigital
  26. 26. 26 “Empowered customers are disrupting every industry…. In this age of the customer, the only sustainable competitive advantage is knowledge of and engagement with customers” - Forrester #PerficientDigital
  27. 27. 27 WHY CUSTOMER EXPERIENCE ANALYTICS MATTER? 50% of CONSUMER INTERACTIONS 50% Willing to pay more for customized health plans 43% Those that deliver poor experiences underperform by more than 45% ...of the 13 industries tracked by Forrester, health insurance companies rank last in terms of consumer experience. Companies that prioritize consumer experience generate 60% higher profits than their competitors Percent of consumers that get frustrated when presented with an inconsistent experience across channels 65% MORE THAN Increase in Consumer Retention Increase in Company Value 10% = 30% The market for individual coverage is growing. It is estimated to be worth $200 billion by 2019. multi-channel journeyoccur during a multi-event, +60% #PerficientDigital
  28. 28. 28 Contextual- based Personalization Behavioral- based Personalization Persona-based Personalization Journey-based Personalization Structured Data (5-20% of Total) Point-of-Sale Text Messages Contracts & Regulatory Preferences & Emotions Security Access Weather Machine Data Automobile Mobile Communications Geospatial Social Digital Data Ecosystem EXPLODING SOURCES OF DATA - IMPACT #PerficientDigital
  29. 29. 29 360-DEGREE VIEW OF THE CUSTOMER Traditional Data Sources Big DataSources Addresses & contact details Contracts and accounts Identifiers Call center logs Unstructured documents Email text and sentiment Relationships Social MediaSentiment THE WHY & THE WHAT?  Deliver Better Insights  Sharper Competitive Edge  Make Customer’s Experience Personalized  Develop Trusted Relationships  Encourage Loyalty & Accelerate Sales Big Data is the new normal. Creating a continuous, seamless virtual cycle of targeting the right customer with the right offer @ the right time! THE HOW?  Federate search, discovery and navigation securely  Integrate high-quality structured & unstructured data  Manage new data types and navigate quickly  Create a single, up-to-date view of customers  Leverage Hadoop systems  Assess streaming data sources  Collect all customer data at one central location #PerficientDigital
  30. 30. 30 Ability to identify and focus on the most valuable consumers Unify consumer experience across all touch points Target consumers with personalized offers across multiple channels Predictive analytics to enable cross- sell / up-sell Closed loop analysis and continuous optimization Advanced customer segmentation Visibility into customer behavior including digital and mobile adoption Deeper understanding of customer needs for tailored product offerings Better insight into customer acquisition and reasons for attrition Consistent customer experience across products and channels Next best offer generation ANALYTICS IMPERATIVE #PerficientDigital
  31. 31. 31 BIG DATA DRIVES DIGITAL Customer Analytics Web Analytics Media Analytics Multi- channel Analytics Social Analytics Mobile Analytics Source Wrangle Data Model & Tune Operationalize At-rest & In-motion Unified Data Management Architecture Governance Based on Big Data Realities Agile Business Process Change Management  Data Ingestion  Metadata Management  Data Access  Data Preparation Tools  Data Discovery &Visualization  Wrangling Tools  Business Glossary & Search  Data Access  Data Discovery & Visualization  Analytical Tools  Analytical Sandbox  Business Created Reporting  Model Execution & Mgmt  Knowledge Mgmt (Portal) #PerficientDigital
  32. 32. 32 Digital transformation defined: “The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touchpoint in the customer experience lifecycle.” - Altimeter http://www.briansolis.com/2014/07/2014-state-digital-transformation/ #PerficientDigital
  33. 33. 33 Strategy Customer Insight Design CultureGovernance Measurement Technology 1 2 3 4 51 2 3 4 5 EMBEDDED ENGAGED COMMITTED INVESTED INTERESTED 5 4 3 2 1 Maturity score 5 levels of maturity ASSESS YOUR MATURITY How prepared are you? No single solution area outweighs another #PerficientDigital
  34. 34. 34 Context and Capability Insight Vision and Goals Strategy and Experience Modeling Road Map and Rollout Planning • Stakeholder Interviews • Primary Research • Key Customer Journeys • Maturity and Opportunity Assessments • Competitor Strengths and Positioning Assessment 1 2 3 4 Execution and Optimization Develop actionable insights that frame the problem and inform solution ideation Envision and articulate high-value future state scenarios and objectives Identify key initiatives along with operational, technical and platform requirements Prioritize initiatives based on effort and impact to guide implementation • Core Initiatives Definition and Scoping • Experience Pillars • Future State Experience Definition • Concept Validation • Road Map and Implementation Plan • Identification of Quick Wins vs. Long-term Initiatives • Investment and Resource Analysis • Work Stream Planning • Change Management Planning UNDERSTAND THE PROCESS #PerficientDigital
  35. 35. 35 EXTENDING YOUR DIGITAL TRANSFORMATION DIFFERENT CONSTITUENTS • Partners • Field Service • Customer vs. consumers • Employees NON-TECHNICAL ASPECTS OF DIGITAL TRANSFORMATION • Process change • Governance • Cost Justification • Change Management • Data Science #PerficientDigital
  36. 36. 36 FOLLOW US ONLINE Next up: How Customer Experience Drives Digital Transformation Wednesday, February 25 bit.ly/DTseries2 • Perficient.com/SocialMedia • Facebook.com/Perficient • Twitter.com/PRFT_Transform • Blogs.perficient.com/digitaltransformation/ #PerficientDigital

×