Whether you want to call it digital disruption, transformation, evolution or darwinism, everyone is looking to 'go digital' in one way or another. But what does this really mean?
While keeping your organization up-to-date with digital trends is crucial for success and survival, there are a number of threats, requirements and elements to consider before diving into the digital deep end.
This webinar will explore the recent history of digital and how it has evolved the landscape we live and work in today. We will discuss what analysts and consultancy firms are saying about how to position digital within your organization and develop a strategic roadmap.
You will learn:
How to put together a digital framework to guide your strategy
The importance of keeping the customer experience as a top priority
Real world examples of creating and implementing personalized customer experiences on digital platforms
7. In the last 15 years, 52% of the
Fortune 500 companies have
disappeared
8. Top 5 Publicly Traded CompaniesTech &
Digital is now
the driving
force, in
Business
9. This isn’t news
– Companies have prioritized
Tech for sometime
Technology will
never again
change as
slowly as it
does today
10. Part 1: Quick Recap
1. We’re living in historic times
2. Tech is a significant factor in a volatile market
3. The rate of tech change is accelerating
11.
12. $424bn $440bn $66bn $610bn
$60bn $74bn $944m $85bn
$13bn $13.5bn $180m $8.5bn
$92bn increase in 4 months
$80bn increase in 4 months
$12.5bn increase in 4 months
$68bn increase in 4 months
13. The winners are re-shaping the business landscape
• World’s most popular media co. - creates no content
• Worlds largest movie house - owns no cinemas
• Online bookstore - diversifying into ecommerce, Cloud & Content
• Largest software vendors - don’t write the apps
• World largest taxi company - Uber owns no vehicles (& employs no drivers?)
• Most valuable retailer - has no inventory
• World’s largest accommodation provider - owns no real estate
• Largest phone companies - own no telco infrastructure
• Fastest growing banks - have no actual money
21. Part II: Quick Recap
1. Digital disruption is positive – the fairy godmother effect
2. We can read about how to be Digital… it’s just business
3. Customer Experience!
27. “I believe the success we
have had over the past 12
years has been driven
exclusively by customer
experience.” Jeff Bezos
$1.585m
158x in 16 yrs
$10,000
AJ $35.6m JB $74bn
28. Customers Satisfaction & correlation to
total return to shareholders (TRS)
Companies with above and below average customer satisfaction scores (10 years)
Medallia Institute
4x growth
29. Let’s just spend on UX / CX
Acquia Lift optimizes CX
- Content Syndication
- Personalization
- Profile Data Management
34. Some digital initiatives generate attractive returns, while
others don’t return their cost of capital
35. So What?
If digital business is just business,
then let’s go back to business basics
36. 5 Parts of Every Business
1 Value Creation –
Product and / or Service
3 Sales
4 Value Delivery
2 Marketing
5 HR, Finance, Legal
$
37. 5 Parts of Every Business
1 Value Creation –
Product and / or Service
3 Sales
4 Value Delivery
2 Marketing
5 HR, Finance, Legal
$
Digitization of Products & Services
Digitization of ecosystems
Digitization of processes – replacing labor with software
Digitization of Marketing
Digitization of supply chains Digitization of the workforce
Digitized
(Customer Experience)
42. Overall Recap
1. Digital Transformation is real – and it’s accelerating
2. We can read the experts PoVs – it’s just business…
3. …Customer Experience!
CX > UI, or design
CX > Marketing shop front
In fact CX = the business
44. Do you have the right
platform to optimize
your Customer
Experience?
The role of digital technology is rapidly shifting,
from being a driver of marginal efficiency to an
enabler of fundamental innovation and
disruption (WEF)
45. TRADITIONAL PROCESS MODERN PROCESS
Use
Purchase
Evaluate
Consider
Discover Evaluate
Purchase
Experience
Discover/
Consider