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Modernize Core Technology to Accelerate Digital Transformation

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Digital transformation efforts often focus solely on customer experiences. However, CX is just one piece of a successful digital transformation strategy. While external experiences must change to deliver new channels and personalized service, internal operations and systems must also be transformed to increase efficiency, enable innovation, and transcend touchpoints to deliver a truly seamless customer experience.

View this SlideShare and learn how:

Digital predators are approaching platform modernization

APIs, IoT, cloud, data and analytics, DevOps and microservices drive innovation and support digital transformation

To evaluate your current platform and identify ways to align IT changes with your digital transformation goals

To create a roadmap for implementing core process and technology changes

Published in: Technology
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Modernize Core Technology to Accelerate Digital Transformation

  1. 1. Modernize Core Technology to Accelerate Digital Transformation
  2. 2. 2 About Perficient Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting, and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution, and value with outstanding digital experience, business optimization, and industry solutions.
  3. 3. 3 487 Million 2016 revenue 1997 Founded PRFT Listed on NASDAQ 90% Repeat Business Rate Employees 2800+ N. America locations 23 Global US, EU, China + India
  4. 4. 4 Strategic Capabilities
  5. 5. 5 Speaker Introductions MICHAEL PORTER Managing Principal, Strategic Advisors ERIC ROCH Principal, IT Modernization
  6. 6. 6 Modernize Core Technology to Accelerate Digital Transformation
  7. 7. 7 Rising Customer Expectations Continual Connectedness Organizational Velocity Abundance of Customer Data CX Trends Driving Change
  8. 8. Symptoms of Digital Gaps UX • Inaccurate information • On-boarding errors • Cumbersome in-store pickup • Billing errors • Lagging logistics People • Operating in silos • Skills gap • Entrenched in legacy culture • Lack of innovation Process • IT as a cost center • Disconnected from customer value • Forms and emails • Lack visibility and optimization • Manual inefficiencies Platforms • Outdated – deferred investment • Slow to change • Bolt-on user experience • Not integrated • Perpetuate data quality issues Holistic customer experiences transcend touchpoints
  9. 9. 9 Digital Customer Experience Digital Operational Excellence Digital Transformation Differentiation Efficiency
  10. 10. 10 Customer Touch Points Expose IT Weaknesses Business process digitalization creates a frictionless customer experience.
  11. 11. 11 CIOs Should Ramp Up Digital Operations Innovation • Use customer journey maps to find low-hanging fruit • Partner with operational leaders to drive needed changes • Stand up innovation hubs that specifically address improving business operations Digital Operational Excellence Source: Forrester Brief: Unleash The Power Of Digital Operational Excellence
  12. 12. 12 Understanding the Customer Journey A good customer journey map illustrates every interaction a customer makes while completing a transaction. A best-in-class map incorporates data and customer input to identify pain points and opportunities. What IT systems, processes, and platforms impact the customer experience?
  13. 13. 13 Shifting Focus to IT Operations and Technology Looking beyond the customer journey into the: - Underlying IT systems - Platforms - Operational processes that support and underpin the customer experience.
  14. 14. 14 Shifting Focus to IT Operations and Technology Looking beyond the customer journey into the: - Underlying IT systems - Platforms - Operational processes that support and underpin the customer experience.
  15. 15. Operational Challenges Legacy Systems • Systems that embody old business models • Difficult and slow to change People • Keeping the lights on versus innovation • Skills gap • Culture Process • Silos exposed in the customer experience • Stability versus agility Platforms • Barrier to innovation • Dated architecture • Fragmented
  16. 16. 16 Assessing IT Modernization People, Process, and Platform
  17. 17. 17 The Digital Business Technology Platform Source: Gartner “Building a Digital Business Technology Platform” (June 2016) According to Gartner, a digital business is supported by a technology platform in five areas: 1. Information systems platform 2. Customer experience platform 3. Data and analytics platform 4. Internet of Things (IoT) platform 5. Ecosystems platform (APIs)
  18. 18. Defining the value of the DIGITAL PLATFORM Agility • Agile methodology • DevOps • Microservices Data • Data quality • Customer insights • Operational analytics APIs • Innovation • Integration • Development velocity Cloud • Break legacy bonds • Speed to market • Experiment
  19. 19. 19 How does your organization map to Gartner’s platform model? What are the people and process barriers to your digital transformation strategy? You must assess: - People culture and skills - Platforms - Process maturity Identifying Gaps
  20. 20. 20 Assessing the Platform • What do you have now? • How does your current state compare to best in class? • How critical is the platform component to your digital strategy?
  21. 21. 21 Comparing to Reference Architecture How do platform components best work together, and where are my gaps?
  22. 22. 22 Assessing Maturity How do I compare to industry standard measurements? What targets can be set to mature?
  23. 23. 23 Keys to IT Process Modernization • Bimodal IT • Innovation lab • Standards and guidance • Architecture patterns • Self-service governance • Agile • DevOps • Skills and training • Roadmap
  24. 24. 24 DevOps for Collaborative and Automated Processes An integrated and collaborative solution, with end-to-end enterprise governance across IT teams of any size; to plan business requirements, architect, design, build, package, stage, and deploy across the heterogeneous data center Shorten cycle times and deliver value faster… Innovation Optimize resource time… Focus Reduce or eliminate waste… Deliver Increase quality and velocity… Compete
  25. 25. 25 Building Your Roadmap
  26. 26. Addressing Challenges People • Culture bias for legacy • Skill gaps and availability • Training and knowledge transfer Process • Agile • Governance • DevOps • Self-service Funding Model • Project based- funding • Program funding • Shared platforms and assets Execution • Sponsorship • Steering • Digital PMO • Projects • Measurements
  27. 27. 27 Digital Transformation Framework
  28. 28. 28 Breaking it into Themes TRACK 1 TRACK 2 TRACK 3 TRACK 4 Customer Experience Agility Data Management Integration • Digital strategy • Journey maps • Mobility • Website • Digital marketing • Agile lifecycle • Training • Backlog/Sprint • CI/CD Automation • DevOps • Reference architecture and platform • Standards and patterns • Organization and governance • Hybrid platform • Standards and patterns • Organization and governance
  29. 29. 29 High-level Steps • Understand customer experience through journey maps • Categorize and prioritize opportunities • Define target state and identify gaps • Produce roadmap timelines and estimates – people, process, platform • Organization change and Digital PMO • Project charters and budget Defining the Digital Roadmap Qualitative and quantitative analysis is required for effective transformation!
  30. 30. 30 One Example
  31. 31. 31 Getting Started
  32. 32. 32 CX IQ Self-Assessment • Self-assessment of CX capabilities across seven dimensions: Customer Insight, Strategy, Design Process, Enabling Technologies, Operations, Measurement and Culture • Measures your ability to create, deliver, and sustain customer experiences • Assess strengths and gaps • CX score and recommendations • Bit.ly/cx-iq
  33. 33. 33 Questions
  34. 34. 34 • Facebook.com/Perficient • Twitter.com/PRFT_Transform • Blogs.perficient.com/digitaltransformation Next up: Follow Us Online [Guide] Digital Transformation Predictions: Top 10 Trends You Need to Know - http://bit.ly/DTPredictions Social:
  35. 35. 35 Thank You

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