Digital transformation

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Digital technologies influence all areas of an Organization. Right from impact on customer experience to enhanced productivity in operations and improvement in the way people collaborate within an organization. As someone who is either impacting or is impacted by these technological shifts, you would need to equip yourself with a framework that would help you navigate the organization you are working wit through their digital transformation journey. We discuss one such framework here

Technology

Digital
Transformation
Ideas for today and tomorrow
Sugnyan Bettadapura
© TechTalks, 2017

Transformation ….
Transformation …(or Metamorphosis ?) It’s in the DNA of a butterfly
© TechTalks, 2017

Digital Transformation (or Fragmentation ?) Probably NOT in the human DNA
© TechTalks, 2017

Why should an Organization transform ?
© TechTalks, 2017

How to transform ? (Digital transformation framework …)
© TechTalks, 2017

We don’t have to worry much about where do we start from ….
© TechTalks, 2017

1. Improve Customer Experience
2. Improve Operational Processes
3. Changes to Business Model
© TechTalks, 2017

Customer
Journey
Transforming Customer Experience
>50 % of customer interactions happen during a
multi-event, multi- channel journey
Think from Customer’s point of view
An event that marks the defining
experience of key life-cycles of a customer
Typically multi-touch, multi-channel and
cross-functional
A Journey led transformational
thinking over traditional touchpoint approach
© TechTalks, 2017

Implicit Personalization (DBS Bank based on time of the day )
© TechTalks, 2017

Behavioral Personalization (Bloomberg based on referral source)
© TechTalks, 2017

Journey led transformational thinking ....
Alex & Maria want to feel secure in their cozy little den…
© TechTalks, 2017

Digital Transformation is People first … technology second!!
© TechTalks, 2017

People
Journey
Transforming People
Successful Digital transformation needs to be driven from the top
Individuals and teams have Autonomy to take
decisions …No Whining approval processes
Absolute Trust in the decisions taken by team
from the Leadership
People understand the Vision, purpose
and values clearly
Allow failures.. Innovation is trying new
things with a risk
© TechTalks, 2017

8 Wastes in a typical operational process (the lean sigma way..)
© TechTalks, 2017

Case Study: USPS - Snail Mail to Informed Delivery ….
© TechTalks, 2017

Case Study: COOP – Grocery store with Microsoft Kinect devices
© TechTalks, 2017

Recap -Digital transformation framework …
© TechTalks, 2017

Building
blocks
The binding force to transform organizations digitally …
Digital capabilities cut across all three pillars. They are a fundamental building blocks
for transformation in customer experience, operational processes, and business models
Unified front to back processes
Analytics capabilities
Agilesolution delivery
Business and IT collaboration
© TechTalks, 2017

Usage of Digital technologies …. Some number crunching 
© TechTalks, 2017

5 Stages of Digital maturity… (No big bang approach)
© TechTalks, 2017

Challenges facing Digital transformation
Changing company
culture
Thinking beyond
“Campaign
mentality” in digital
strategy efforts
Inter department
co-operation and
team silos
Skills crunch
Unable to
understand the
New-age customer
© TechTalks, 2017

Digitally
Transformed
Ideas for today and tomorrow
© TechTalks, 2017

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8. Customer Journey Transforming Customer Experience >50 % of customer interactions happen during a multi-event, multi- channel journey Think from Customer’s point of view An event that marks the defining experience of key life-cycles of a customer Typically multi-touch, multi-channel and cross-functional A Journey led transformational thinking over traditional touchpoint approach © TechTalks, 2017

11. Journey led transformational thinking .... Alex & Maria want to feel secure in their cozy little den… © TechTalks, 2017

14. People Journey Transforming People Successful Digital transformation needs to be driven from the top Individuals and teams have Autonomy to take decisions …No Whining approval processes Absolute Trust in the decisions taken by team from the Leadership People understand the Vision, purpose and values clearly Allow failures.. Innovation is trying new things with a risk © TechTalks, 2017

20. Building blocks The binding force to transform organizations digitally … Digital capabilities cut across all three pillars. They are a fundamental building blocks for transformation in customer experience, operational processes, and business models Unified front to back processes Analytics capabilities Agilesolution delivery Business and IT collaboration © TechTalks, 2017

23. Challenges facing Digital transformation Changing company culture Thinking beyond “Campaign mentality” in digital strategy efforts Inter department co-operation and team silos Skills crunch Unable to understand the New-age customer © TechTalks, 2017

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