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Digital Foundations to
Transform Customer
Experiences
April 29, 2020
The Webcast Will Begin Shortly…
AGENDA
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• You will be prompted to take a brief 10-second survey at the end. Your feedback helps us
develop future content.
Today’s Speakers:
Candace Collins
Signavio
Presentation time:
45
Paul Lima
Lima Consulting
Brandon Johnson
Urban Affairs Coalition
Nicole Ostrander
Signavio
Agenda
• How to start a customer experience initiative
• Why documentation is the foundation for a digital transformation
• How to activate customer experience management by linking the lines of interaction,
customer visibility and internal workstreams
• How to accelerate adoption by internal stakeholders to improve customer experience
• How to build the business case for documenting key business processes using Signavio
• Cost savings from documenting key business processes
4Copyright © 2020. Lima Consulting Group, LLC All rights reserved.
The imperative to change
The pandemic promoted the
desire to change led by the few
to an imperative to change led
by the board.
Many organizations prioritized
short-term digital projects
instead of a comprehensive
investment in digital
transformation.
Those that get it right will stay
the financial impact, reduce
risks, and take market share.
5Copyright © 2020. Lima Consulting Group, LLC All rights reserved.
Urban Affairs Coalition Introduction
The Urban Affairs Coalition unites government,
business, neighborhoods, and individual
initiatives to improve the quality of life in the
region, build wealth in urban communities, and
solve emerging issues.
Our Mission
6Copyright © 2020. Lima Consulting Group, LLC All rights reserved.
• Global interconnectedness
• Attitudes about privacy
• Disruptive & exponential
technology mega-trends
• Industrialization & urbanization of
emerging nations
• MarTech
• AdTech
• PropTech
• LawTech
• FinTech
• Pharmtech
• and many
more new
categories…
Change is accelerating In every industry
Nothing is more constantly accelerating than change
7Copyright © 2020. Lima Consulting Group, LLC All rights reserved.
MegaTrends unlock opportunity everywhere
Mobile
Communications
3D Printing Internet
Of Things
Infrastructure
Robotic
Process
Automation
Cloud & Software
Software as
a Service
Cloud
Computing
Artificial Intelligence
Voice & Face
Interfaces
Machine
Learning
Cognitive
Computing
AnalyticsBig Data Blockchain
Data Digital Innovations
GenomicsAutonomous
Transportation
Robotics
Content & Commerce
Mobile
Payments
Content at
Scale
Business
Model
Innovation
Robotic
Process
Automation
8Copyright © 2020. Lima Consulting Group, LLC All rights reserved.
New Ways … New Answers
ACCELERATING PACE OF
INNOVATION
EXPLOSION OF COMPUTING POWER
MORE ACCESSIBLE THAN EVER
BIG
DATA
FLOOD OF INFORMATION FROM
DEVICES, SERVERS AND THE CLOUD
DIGITAL
BEHAVIOR
BOTH CONSUMERS AND COMPANIES
PREFER DIGITAL ENGAGEMENT
9Copyright © 2020. Lima Consulting Group, LLC All rights reserved.
Leaders aspire to start but need help to break the inertia
People
• Breaking silos
• Consensus and
finding sources of
funding
• Think big
• Attitude towards
failure
• Leadership
Performance
• Adopting
transformative
business models
• Alignment of KBOs
with KPIs
• Cultural shift to a
data driven
operating model
Process
• Documenting
then digitalizing
• Prioritize Digital
Platform
Roughly 50% of
marketing leaders
struggle to keep up
with different
technologies and have
problems integrating
them.
Marketing Technology
Industry Report, 2017 B2B
Marketing Leader Survey
Gartner, 6 Outdated Ideas
that Harm Your Digital
Business, 2020
LCG Blog, 2020 LCG Blog, 2020
Copyright © 2020 Lima Consulting Group, LLC All rights reserved. 10
Top Challenges Executives face with Digital Transformation
Budget; digital transformation is
viewed as a cost center
Altimeter Digital Transformation Survey, Q3 2018; (Base N=554)
28%
26%
26%
21%
21%
20%
29%
Resistance to change (politics,
egos, sabotage, fear)
Legal, risk management and/or
compliance concerns
Lack of staff resources
Rigid technical structure
Low digital literacy or expertise
Lack of data or ROI to justify value
of digital
11Copyright © 2020. Lima Consulting Group, LLC All rights reserved.
The re-alignment and investment in
People, Process, Platforms, and Performance in support
of existing and new business models to more effectively
engage customers at every touchpoint with your brand.
D I G I T A L T R A N S F O R M A T I O N D E F I N E D
Preparing for the DX
Journey
1. Understand VOC & anticipate trends (design
thinking)
2. Build multi-disciplinary, cross- departmental teams
(think Collaboratively)
3. Harness the power of data (think data-driven)
4. Adapt quickly (think Agile)
5. Execute on-time & on-budget (think PMO & Six
Sigma)
6. Take controlled risks & fail fast (think
Entrepreneurially)
7. Leverage changing attitudes towards privacy as an
opportunity (think globally)
8. Use proven frameworks for Digital Transformation
(think big)
12
Digital Transformation
Maturity Model
13
Copyright © 2020 Lima Consulting Group, LLC All rights reserved. 14
Deploying the DX Initiative with the LCG Model
Partnering with you to accelerate desired business outcomes.
⚬ Engagement
Objectives Set
⚬ ID Stakeholders
⚬ Calendar
interviews
⚬ Stakeholder
Interviews
⚬ Communication
Plan
⚬ Monitoring &
Control
⚬ As-Is Evaluation
⚬ To-Be Evaluation
⚬ Gap Analysis
Evaluation
⚬ Preliminary Plan
& Scope
Definition Report
⚬ Facilitated
Presentations /
Discussions
⚬ Collaboration
with Strategic
Planning
Committee,
Senior
Management
&
Stakeholders
through
facilitated
discussions &
briefings
⚬ Final Decision
Brief
Activities:
⚬ On-Time
⚬ On-Budget
Delivery
⚬ Work Plan
Follow Up
⚬ Scorecard
Development
⚬ Training
⚬ In Progress
Governance
⚬ Collaboration &
Optimization
⚬ Establish Data
Assurance
Practice
⚬ Scoping
Decision Brief
⚬ Design Think
Workshops
⚬ DX Steering
Committee
Setup
FUTURE STATE
BUSINESS OBJECTIVES
VISION FORMULATIONDISCOVERY GAP ANALYSIS DECISIONS &
APPROVALS
RECOMMENDATIONS &
RESOURCE PRIORITIZATION
MEASURE & OPTIMIZEEXECUTION
Copyright © 2020 Lima Consulting Group, LLC All rights reserved. 15
Jumpstarting your digital foundation
People Process Platforms
Agility Augmented Digital Clarity Innovation Applied
Identification of
MarTech stack
Data quality and
governance
Business Requirements
Documentation
Personas
Content marketing plan
Customer journey maps
Business process maps
Alerts and the band of
excellence
Reports and dashboards
Selection of the right
organizational design
Skills Gap assessment
3-year people plan
Staffing & Partner Plan
Training plan
Performance
Data-Driven Results
Digital Balanced Scorecard
Analytics
Rough order of magnitude
on costs
Return on investment
DX roadmap
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.Copyright © 2019 Lima Consulting Group, LLC All rights reserved. 16
DTMM Sample Work Products across the 4 Pillars of DX
People Process Platforms
Agility Augmented Digital Clarity Innovation Applied
Performance
Data-Driven Results
17Copyright © 2020. Lima Consulting Group, LLC All rights reserved.
Process: Activating Customer Experiences
ToolThink Do Optimize
Think – Develop Personas Think – Customer Journey Mapping
Tool – a sample Business Process Map
Optimize – sample performance forecasting
Optimize – sample KPI dashboard for a marketing role
Do – a NetSuite (ERP) workflowTool – Sample Service BlueprintDo – a sample marketing automation workflow
Signavio Demo
19Copyright © 2020. Lima Consulting Group, LLC All rights reserved.
Challenge
• Wanted to scale and standardize
business
• Wanted to bring mission critical
applications to cloud
• Expand market offerings and product
offerings
Approach
• Identified and documented key
processes
• Selected tech stack
• Changed the culture through DX
steering committee.
Result
• Have a story to tell for fundraisers.
• Confident in our readiness to
implement technology stack.
• Improved customer loyalty and
retention.
• Preparing to launch in new markets
• Developing new service offerings
You have Q’s
We have A’s
Digital Foundations to Transform Customer Experiences Through Process Optimization

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Digital Foundations to Transform Customer Experiences Through Process Optimization

  • 1. Digital Foundations to Transform Customer Experiences April 29, 2020 The Webcast Will Begin Shortly…
  • 2. AGENDA Housekeeping • This webinar is being recorded and the slides will be shared at the conclusion of the presentation. • If you have questions, please submit them via the “chat” function on the GoToWebinar toolbar – Our presenters will answer them at the end. If we should run out of time to answer all, we’ll get back with you separately. • You will be prompted to take a brief 10-second survey at the end. Your feedback helps us develop future content. Today’s Speakers: Candace Collins Signavio Presentation time: 45 Paul Lima Lima Consulting Brandon Johnson Urban Affairs Coalition Nicole Ostrander Signavio
  • 3. Agenda • How to start a customer experience initiative • Why documentation is the foundation for a digital transformation • How to activate customer experience management by linking the lines of interaction, customer visibility and internal workstreams • How to accelerate adoption by internal stakeholders to improve customer experience • How to build the business case for documenting key business processes using Signavio • Cost savings from documenting key business processes
  • 4. 4Copyright © 2020. Lima Consulting Group, LLC All rights reserved. The imperative to change The pandemic promoted the desire to change led by the few to an imperative to change led by the board. Many organizations prioritized short-term digital projects instead of a comprehensive investment in digital transformation. Those that get it right will stay the financial impact, reduce risks, and take market share.
  • 5. 5Copyright © 2020. Lima Consulting Group, LLC All rights reserved. Urban Affairs Coalition Introduction The Urban Affairs Coalition unites government, business, neighborhoods, and individual initiatives to improve the quality of life in the region, build wealth in urban communities, and solve emerging issues. Our Mission
  • 6. 6Copyright © 2020. Lima Consulting Group, LLC All rights reserved. • Global interconnectedness • Attitudes about privacy • Disruptive & exponential technology mega-trends • Industrialization & urbanization of emerging nations • MarTech • AdTech • PropTech • LawTech • FinTech • Pharmtech • and many more new categories… Change is accelerating In every industry Nothing is more constantly accelerating than change
  • 7. 7Copyright © 2020. Lima Consulting Group, LLC All rights reserved. MegaTrends unlock opportunity everywhere Mobile Communications 3D Printing Internet Of Things Infrastructure Robotic Process Automation Cloud & Software Software as a Service Cloud Computing Artificial Intelligence Voice & Face Interfaces Machine Learning Cognitive Computing AnalyticsBig Data Blockchain Data Digital Innovations GenomicsAutonomous Transportation Robotics Content & Commerce Mobile Payments Content at Scale Business Model Innovation Robotic Process Automation
  • 8. 8Copyright © 2020. Lima Consulting Group, LLC All rights reserved. New Ways … New Answers ACCELERATING PACE OF INNOVATION EXPLOSION OF COMPUTING POWER MORE ACCESSIBLE THAN EVER BIG DATA FLOOD OF INFORMATION FROM DEVICES, SERVERS AND THE CLOUD DIGITAL BEHAVIOR BOTH CONSUMERS AND COMPANIES PREFER DIGITAL ENGAGEMENT
  • 9. 9Copyright © 2020. Lima Consulting Group, LLC All rights reserved. Leaders aspire to start but need help to break the inertia People • Breaking silos • Consensus and finding sources of funding • Think big • Attitude towards failure • Leadership Performance • Adopting transformative business models • Alignment of KBOs with KPIs • Cultural shift to a data driven operating model Process • Documenting then digitalizing • Prioritize Digital Platform Roughly 50% of marketing leaders struggle to keep up with different technologies and have problems integrating them. Marketing Technology Industry Report, 2017 B2B Marketing Leader Survey Gartner, 6 Outdated Ideas that Harm Your Digital Business, 2020 LCG Blog, 2020 LCG Blog, 2020
  • 10. Copyright © 2020 Lima Consulting Group, LLC All rights reserved. 10 Top Challenges Executives face with Digital Transformation Budget; digital transformation is viewed as a cost center Altimeter Digital Transformation Survey, Q3 2018; (Base N=554) 28% 26% 26% 21% 21% 20% 29% Resistance to change (politics, egos, sabotage, fear) Legal, risk management and/or compliance concerns Lack of staff resources Rigid technical structure Low digital literacy or expertise Lack of data or ROI to justify value of digital
  • 11. 11Copyright © 2020. Lima Consulting Group, LLC All rights reserved. The re-alignment and investment in People, Process, Platforms, and Performance in support of existing and new business models to more effectively engage customers at every touchpoint with your brand. D I G I T A L T R A N S F O R M A T I O N D E F I N E D
  • 12. Preparing for the DX Journey 1. Understand VOC & anticipate trends (design thinking) 2. Build multi-disciplinary, cross- departmental teams (think Collaboratively) 3. Harness the power of data (think data-driven) 4. Adapt quickly (think Agile) 5. Execute on-time & on-budget (think PMO & Six Sigma) 6. Take controlled risks & fail fast (think Entrepreneurially) 7. Leverage changing attitudes towards privacy as an opportunity (think globally) 8. Use proven frameworks for Digital Transformation (think big) 12
  • 14. Copyright © 2020 Lima Consulting Group, LLC All rights reserved. 14 Deploying the DX Initiative with the LCG Model Partnering with you to accelerate desired business outcomes. ⚬ Engagement Objectives Set ⚬ ID Stakeholders ⚬ Calendar interviews ⚬ Stakeholder Interviews ⚬ Communication Plan ⚬ Monitoring & Control ⚬ As-Is Evaluation ⚬ To-Be Evaluation ⚬ Gap Analysis Evaluation ⚬ Preliminary Plan & Scope Definition Report ⚬ Facilitated Presentations / Discussions ⚬ Collaboration with Strategic Planning Committee, Senior Management & Stakeholders through facilitated discussions & briefings ⚬ Final Decision Brief Activities: ⚬ On-Time ⚬ On-Budget Delivery ⚬ Work Plan Follow Up ⚬ Scorecard Development ⚬ Training ⚬ In Progress Governance ⚬ Collaboration & Optimization ⚬ Establish Data Assurance Practice ⚬ Scoping Decision Brief ⚬ Design Think Workshops ⚬ DX Steering Committee Setup FUTURE STATE BUSINESS OBJECTIVES VISION FORMULATIONDISCOVERY GAP ANALYSIS DECISIONS & APPROVALS RECOMMENDATIONS & RESOURCE PRIORITIZATION MEASURE & OPTIMIZEEXECUTION
  • 15. Copyright © 2020 Lima Consulting Group, LLC All rights reserved. 15 Jumpstarting your digital foundation People Process Platforms Agility Augmented Digital Clarity Innovation Applied Identification of MarTech stack Data quality and governance Business Requirements Documentation Personas Content marketing plan Customer journey maps Business process maps Alerts and the band of excellence Reports and dashboards Selection of the right organizational design Skills Gap assessment 3-year people plan Staffing & Partner Plan Training plan Performance Data-Driven Results Digital Balanced Scorecard Analytics Rough order of magnitude on costs Return on investment DX roadmap
  • 16. © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.Copyright © 2019 Lima Consulting Group, LLC All rights reserved. 16 DTMM Sample Work Products across the 4 Pillars of DX People Process Platforms Agility Augmented Digital Clarity Innovation Applied Performance Data-Driven Results
  • 17. 17Copyright © 2020. Lima Consulting Group, LLC All rights reserved. Process: Activating Customer Experiences ToolThink Do Optimize Think – Develop Personas Think – Customer Journey Mapping Tool – a sample Business Process Map Optimize – sample performance forecasting Optimize – sample KPI dashboard for a marketing role Do – a NetSuite (ERP) workflowTool – Sample Service BlueprintDo – a sample marketing automation workflow
  • 19. 19Copyright © 2020. Lima Consulting Group, LLC All rights reserved. Challenge • Wanted to scale and standardize business • Wanted to bring mission critical applications to cloud • Expand market offerings and product offerings Approach • Identified and documented key processes • Selected tech stack • Changed the culture through DX steering committee. Result • Have a story to tell for fundraisers. • Confident in our readiness to implement technology stack. • Improved customer loyalty and retention. • Preparing to launch in new markets • Developing new service offerings
  • 20. You have Q’s We have A’s