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Digital Business Transformations
Digital business transformation refers to using digital technology to radically improve a business's performance on a global scale. It involves changes across all aspects of business and customer interactions. Companies need to transform digitally to meet customer demands for exceptional personalized experiences across multiple channels. The benefits of digital transformation include increased customer engagement, satisfaction, traffic, lead generation and conversions. The digital transformation process focuses on three key areas: culture change through training and restructuring; content and messaging optimization across online and offline channels; and implementing enabling technologies like CRM systems. It is a long-term process that requires establishing governance, assessing capabilities, creating digital strategies and roadmaps, launching pilots, and continually optimizing performance based on metrics. Senior leadership must drive
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Digital Business Transformations
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- 2. Agenda • What isDigital Business Transformation? • Why do you need Digital Business Transformation? • Digital Business Transformation Process
- 3. What is DigitalBusiness Transformation? • Digital business transformation refers to the changes associated with the application of digital technology in all aspects of human society. • Digital business transformation applies to both individual businesses (B2B, B2C and B2B2C) and whole industry segments as they way customers interact with them. • Digital business transformation is using technology to radically improve performance and/or reach of enterprises globally.
- 4. Companies face commonpressures from customers, employees and competitors to begin or speed up their digital transformation. It is the new ‘normal’, customers want to be in charge and served on their time, via their preferred channel at their pace, but always with a exceptional personal customer experience. Why do you need Digital Business Transformation? https://www.capgemini.com/resource-file-access/resource/pdf/Digital_Transformation__A_Road-Map_for_Billion-Dollar_Organizations.pdf
- 5. Top 5 benefitsor points of importance of Digital Business Transformation: • 75 % Lift in customer engagement • 63% Improved customer satisfaction • 53% Higher digital traffic • 49% Increased Lead Generation • 46% Greater conversions Why do you need Digital Business Transformation? http://www.altimetergroupdigitaltransformation.com/
- 6. Digital Business Transformation Process Culture Change Content& Messaging Technology Enablers In order to get to a full digital ‘Engage Me’ customer scenario: • Know Me • Inspire Me • Guide Me • Connect Me • Inform Me • Expedite Me There are 3 focus areas 1. Culture Change 2. Content & Messaging 3. Technology enablers
- 7. Digital Business Transformation Process CultureChange: • Governance, Policies & guidelines • Organization structure • Recruit, retain and train for digital capabilities / skill sets Culture Change Content & Messaging Technology Enablers
- 8. Digital Business Transformation Process Content& Messaging: • Online & Offline / Internal & external • Infographics / images / video’s / webinars, etc. Culture Change Content & Messaging Technology Enablers
- 9. Digital Business Transformation Process Technologyenablers: • Sales, Marketing, Customer Service, Supply Chain, Finance, • Master Data Management (Customer, Contact & Products) Culture Change Content & Messaging Technology Enablers
- 10. Digital Business Transformation Process •Level set Senior Management • Internal assessment • Define Digital Strategy 1. Define Starting point • Conduct external market research • Define 3 – 5 year roadmap • Analyze Policies, Guidelines & Organization structure • Define internal training curriculum 2. Lay the Foundation • Establish internal knowledge sharing group • Define URL strategy • Define content strategy • Define success criteria and KPI’s 3. Prepare to start
- 11. Digital Business Transformation Process •Create new website • Define Scoring model and E2E lead management • Define awareness campaigns • Implement organizational structure 4. Proof of Concept • Implemented digital guidelines e.g. for social media • Analyze and optimize metrics where needed • Analyze and optimize end to end lead management • Analyze and optimize digital organization structure 5. Initial Launch • Start rolling out • Re-asses Digital Strategy twice per year • Iterate 6. Full roll out
- 12. Digital Business Transformation Process DemonstrationsEvents Full foundational capability program 3rd party build & operate approach Culture Change Content & Messaging Technology Enablers 1. 2. 3. But you still need senior seasoned executive driving the entire process in close collaboration with the organization CxO suite
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