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Neil Ward-Dutton, Co-founder and Research Director at MWD Advisors - Digital Enterprise readiness – the CIO perspective
This document discusses the perspective of the CIO in the digital enterprise journey. It notes that mass interconnectivity is driving globalization, transparency, and smart connected markets. Customer expectations are being set by seamless, always-on services from other companies. The status quo for customer experience excellence runs counter for many organizations. It introduces the concept of a digital enterprise as a business that strategically exploits digital technologies to maximize effectiveness, efficiency, and responsiveness. Key aspects of a digital enterprise discussed are being flexible and adaptable, designed and maintained outside-in from a customer perspective, open and collaborative, and data-literate by making sense of and acting on operational data.
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Neil Ward-Dutton, Co-founder and Research Director at MWD Advisors - Digital Enterprise readiness – the CIO perspective
- 1. a d vi s o r s mwd helping you create business improvement from IT investment The Digital Enterprise journey – the CIO perspective Why it matters, and how you can avoid being sidelined Neil Ward-Dutton Founder, Research Director MWD Advisors
- 2. © MWD Advisors2013 www.mwdadvisors.com 2 2015 1,000,000,000,000 GB
- 3. © MWD Advisors2013 www.mwdadvisors.com 3 2015 1,000,000,000,000 GB
- 4. Mass interconnectivity drives… Globalisation Customers,partners, suppliers – and competition “Connectedness” is driving sophisticated value chains Transparency Industry regulations, consumer pressure and competition driving openness Smart, connected markets Ecosystem participants – particularly customers – see the “online world” as the natural place to look for information, services © MWD Advisors 2013 www.mwdadvisors.com 4
- 5. Large companies’ lifecyclesare becoming ever shorter © MWD Advisors 2013 www.mwdadvisors.com 5
- 6. Competing purely onprice or product is unsustainable. What about customer experience? Service Home from home These companies are setting your customers’ expectations for service and experience Seamless “Always” Open © MWD Advisors 2013 www.mwdadvisors.com 6
- 7. New pretenders: networks,platforms, ecosystems © MWD Advisors 2013 www.mwdadvisors.com 7
- 8. Delivering customer experienceexcellence is about joining dots © MWD Advisors 2013 www.mwdadvisors.com 8 Your customer Customer Journey stage 1 Customer Journey stage 2 Customer Journey stage 3 Customer Journey stage n Customer Journey stage n+1 Gather intelligence through each customer journey to make future experiences more engaging Marketing Sales Operations Service
- 9. Industry evolution hastaken us down a challenging path Enterprises and value chains want to be dispersed, flexible Great experiences want to be integrated © MWD Advisors 2013 www.mwdadvisors.com 9
- 10. Customer Experience Excellenceruns counter to the status quo for many © MWD Advisors 2013 www.mwdadvisors.com 10
- 11. Social + Mobile= Opportunity to reshape knowledge work © MWD Advisors 2010 www.mwdadvisors.com 11 Image/video capture Audio/speech capture Location/orientation Gestures/signatures More computing power than the entire Apollo 11 moonshot program! Notifications/actions
- 12. Access devices In thedigital age… Clouds, connectivity bring increased choice Consumer technologies and networks are puncturing enterprise technology services Applications Platforms © MWD Advisors 2013 www.mwdadvisors.com 12
- 13. Events In the digitalage… Everything can leave an information trail Relatively cheap, fast, highly scalable commodity technology Conversations Real-time insights, recommendations, optimisations Commercial ‘data platform’ propositions © MWD Advisors 2013 www.mwdadvisors.com 13
- 14. Time to wakeup and smell the coffee!this is your organisation
- 15. Opportunity is everywhere! •Quick, flexible ways to connect people, information, knowledge, resources • Quick, flexible ways to build operational capabilities • Ways to get smarter about operational reality and opportunity, and act on insight quickly and flexibly
- 16. “IT Doesn’t Matter”?Frankly, that’s BS Old world (Efficiency, scale) New world (Agility) © MWD Advisors 2013 www.mwdadvisors.com 16
- 17. A massive opportunityto rethink how we get work done © MWD Advisors 2013 www.mwdadvisors.com 17 Who? When?Why? How? What? Where?
- 18. © MWD Advisors2013 www.mwdadvisors.com 18 Introducing the Digital Enterprise A Digital Enterprise is a business in which digital technologies are strategically exploited to maximise global effectiveness, efficiency and responsiveness. Digital technologies power the co-ordination of work, the creation and use of operational and management insights, and the sharing of knowledge – at scale, across boundaries, and in a highly integrated way.
- 19. • Some areasof business are (or need to be) controlled, structured, predictable; others need to be highly adaptable, even experimental • Conduct a domain-based analysis of business capabilities and match with appropriate technology strategies • Accept that boundaries will change over time A Digital Enterprise is flexible and adaptable.. where it needs to be “The future is already here – but you should aim to distribute it unevenly” - Paraphrasing William Gibson © MWD Advisors 2013 www.mwdadvisors.com 19
- 20. “Design thinking is…the analysis of the relationship between people and products, and of the relationship between people and people… there is an opportunity to transform it from a black art into a systematically applied management approach.” - Tim Brown, CEO, IDEO • As the actors of strategy and competition move from individual businesses to platforms and ecosystems, Design Thinking principles should shape your approach • Take a customer/user-first perspective and explore possibilities from an outside-in viewpoint • Structure customer-facing work to embrace exceptions and don’t purely chase efficiency A Digital Enterprise is designed and maintained ‘Outside-In’ © MWD Advisors 2013 www.mwdadvisors.com 20
- 21. “In the longhistory of humankind (and animal kind, too) those who learned to collaborate and improvise most effectively have prevailed.” - Charles Darwin • Interest in improving levels of collaboration has exploded – with a focus on better sharing of knowledge, driving innovation, supporting distributed teams and building better relationships externally • Tackle organisational structures, culture and workforce engagement simultaneously – and don’t rely on technology alone A Digital Enterprise is Open, Collaborative © MWD Advisors 2013 www.mwdadvisors.com 21
- 22. “A point ofview can be a dangerous luxury when substituted for insight and understanding.” - Marshall McLuhan • Technology platforms can gather and process more data from more places, more quickly – but increasingly we’re “data rich but insight poor” • Getting the right insight to the right place at the right time requires serious skills and capabilities • Empower your people and systems to make sense of and act on operational data • Link analytics & information management people, technology investments to clear business strategies A Digital Enterprise is ‘Data-Literate’ © MWD Advisors 2013 www.mwdadvisors.com 22
- 23. In a DigitalEnterprise, management systems are digital, integrated © MWD Advisors 2013 www.mwdadvisors.com 23 Organisations that can embrace this trend will have a massive Agility Advantage Systems of insight (information) Systems of Engagement (people) Systems of co-ordination (process) Systems of record Core business applications Work procedures and practices Corporate communications tools Management information systems Analog Core business applications Work procedures and practices Corporate communications tools Management information systems Digital Integrated
- 24. How are businessesresponding? © MWD Advisors 2013 www.mwdadvisors.com 24
- 25. What do businessesneed to move forward? © MWD Advisors 2013 www.mwdadvisors.com 25
- 26. • Design thinkingfor products, services, capabilities, processes – Work customer-/user-first, outside-in – Bridge organisation silos and perspectives – Embrace experimentation and prototyping • Data literacy – The evolving business value of data – where can it take you? • ‘Management’ revisited – Be prepared to reinvent how your organisation works, to minimise management overhead and maximise collaboration © MWD Advisors 2013 www.mwdadvisors.com 26 Ready to face the new reality? Here are your priorities “The real problem with humanity... is we have Paleolithic emotions, medieval institutions and God-like technology.” - Edward O Wilson (“the father of sociobiology”)
- 27. a d vi s o r s mwd helping you create business improvement from IT investment Digital technology is the biggest disruptive force in business. Where can it take you? Get the free in-depth report at www.mwdadvisors.com/digitalenterprise @neilwd neilwd@mwdadvisors.com
Editor's Notes
- #13 BYOD Shadow IT redux
- #15 Digital transformation started at the edges of businesses, and now it’s seeping into the very core of how organisations work Rather like how coffee interacts with a sugar cube First the coffee just colours the outside of the cube Over time though the coffee breaks down the structure and the cube dissolves. Digital transformation is breaking down established organisational structures and patterns of getting things done.
- #18 These things all used to be known and predictable. Now they’re not – or if they are, you should be looking for ways to change them – to lower costs, increase customer satisfaction.