Matt Bruns, profile picture
Uploaded byMatt Bruns
PPTX, PDF3,500 views

Digital Transformation Book of Dreams v1

Digital Business Transformation Patterns for a Mobile-First, Cloud-First World provides guidance on digital transformation strategies across four key scenarios: Engage Your Customers, Empower Your Employees, Optimize Your Operations, and Transform Your Products. For each scenario, it outlines narrative descriptions, storyboards, benefits, dependencies, and value realization approaches. It also provides an overview of business drivers, a capability model, and approaches for understanding customer journeys and implementing enabling technologies like data management, analytics, and mobile/social solutions to improve experiences and business outcomes.

Embed presentation

Downloaded 120 times
Digital Business Transformation Patterns for a Mobile-First, Cloud-First World A Digital Advisory Team Production The Digital Transformation “Book of Dreams”
2 “At Microsoft, we’re proud to partner with and empower all our customers around the world with the leading technology to seize the vast opportunities ahead.” – Satya Nadella
Contents • Vision: Imagine if… • Business Drivers • Customer Experience Journey • Capability Map • Scenarios – Engage Your Customers – Empower Your Employees – Optimize Your Operations – Transform Your Products • Additional Resources For each scenario: • Scenario Chain • Scenario Narrative • Scenario Storyboard • Tech Storyboard • Business Dependency Network (BDN) • Value Touch Points • Value Realization Scorecard • Customer Story • Transformation Roadmap
Imagine if… …you could enable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime. …if your employees could efficiently collaborate to meet rapidly changing customer needs and desires. …you could broadly share information throughout the business, manage resources with agility, and better coordinate processes. …you could use many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.
Vision for Digital Transformation Imagine if you could… Keep up with your fast- moving customers, efficiently collaborating to anticipate and meet customer demands. Increase the flow of information across your entire business operations, better manage your resources, and keep your business processes synchronized across all boundaries. Expand the reach of your business using digital channels, anticipate customer needs, understand how your products are used, and quickly develop and improve products and services. Deliver personalized, rich, connected experiences in journeys your customers choose. Engage Your Customers Empower Your Employees Optimize Your Operations Transform Your Products
Business Drivers for Digital Transformation Focus Areas for Key ExecutivesBusiness Drivers Business Benefits Improved marketing and sales effectiveness Increased market share Improved perceived services Improved speed to market Increase sales, customer acquisition, retention, and satisfaction Better predict potential buyer and new product outcomes Increase design and engineering productivity Identify and implement manufacturing efficiencies Improve production output and quality Increasing customer demand for personalized experiences Increased disruption from use of new business models Faster pace of customer and market change Increasing pressure to deliver more value at a lower cost Increasing pressure to manage complex supply chain Reduction in operating costs
Digital Transformation Capability Model Engage Your Customers Optimize Your OperationsEmpower Your Employees Transform Your Products Research and ideation Product development Product Launch Data-driven supply chain and logistics Digital equipment management Intelligent process and quality control Digital talent management and development Employee mobility Productivity and collaboration Tech-enabled employee engagement Digital advertising and CLM Customer data management and analytics Online and mobile commerce Tech-enabled stores Omni-channel experience delivery Digitized front line and back office operations Customer service automation
Capability Map Provide Strategy & Direction Market & Sell Products & Services Develop Products & Services Manage the Total Supply Chain Provide Customer Service Develop, Deploy, and Deliver the Customer Experience Collaborate with Customers to Design/Build Products Analyze Service Issues and Implement Process Improvements Measure and Report Service and product Quality Delivery Performance Assess Customer Satisfaction and Report Net Promoter Score Proactively Assure Product Satisfaction (Save Sales) Communicate with Customers via any communication channel Forecast Finished Goods and Raw Materials Plan Materials and Production Demand and Capacity Acquire Materials, Services, and Products Develop and Operate and/or Acquire Manufacturing Capacity Optimize Supply Chain Performance Assure Product and Service Quality Provide On-Site Assembly and Configuration Gather and analyze data to Identify Markets, Segment Customers, and Leverage the Customer Base Communicate the Brand Continually Adapt Product Packaging and Pricing Target Markets, Customers, and Segments and Execute Plans for Attraction, Acquisition, and Conversion Continually Assess Viability and Strategic Fit and Adapt the Development Portfolio Manage the Full Product Service Life Cycle Design and Prototype New Products Pilot New Products and Product Refinements Continually Improve Production Capacity and Performance Manage Iterative Release/Certification Processes Focus the Customer Value Proposition Collect, communicate, and Understand the Customer, Market, Competitive and Regulatory Environment Understand Customer Needs and Map to Strategic Direction Communicate and Manage to Goals and Measures Develop and Direct Risk Mitigation and Management Develop and Direct Lean/Continuous Improvement
Eco System Internal organization Distribution channelsSuppliers Partners API interfaces Include in company strategy as 2 ways (consume and expose) Include API into the product and service development considerations Explore opportunities Measure value Leverage a partnership eco-system Drive towards agile business strategy and business model Develop partner eco-system strategy Define the key topics (e.g. open innovations) Identify key strategies with clients Define the boundaries Agree on the reward and benefit sharing Measure value Agree on the omni-channel framework Define updated KPI Develop the integrated chain Measure value Agree on the business objectives and respective contributions Define the development models and benefit sharing Update the operational framework and objectives (interfaces) Refresh the supplier landscape Measure value Include consumer interactions Structure the organization to include the new approach Assess organization culture and implement management of change Assess skill and address gaps Update KPI, department and individual objectives to drive change Ensure continuity and coexistence of the two models 9 Include consumers interactions
Digital Transformation Approach Engage Your Customers Empower Your Employees Optimize Your Operations Transform Your Products
Engage Your Customers Digital Transformation Book of Dreams
Imagine if… …you could enable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime.
Pre-Purchase • Learning of products and store • Researching product online • Talking to sales associates at store • Use smartphone while at store to learn more Purchase • Ordering online • Purchasing product in store • Arranging payment • Tracking shipment Post-Purchase • Receiving customer service • Resolving problems anywhere • Providing ideas to store and manufacturers • Sharing experience with others Customer Experience Journey Map Digital Hotspots ? Learn of store and products Browse products on portal Review product ratings Make purchase Visit store to pick up item Shop at store Receive personalized assistance At store, use phone to find more info Quickly checkout Leave with item, pick up elsewhere, or ship Encounter problem Contact customer Service Resolve problem at store or online Receive custom offers Discuss satisfaction Give feedback to retailer and manufacturers Consider next products to buy
Pre-Purchase • Digital presence for products and store awareness • Omni channel purchase • Multi channel distribution and interactivity Purchase • Omni channel, multi device solution for purchase • Customer support • Arranging payment • Tracking shipment Post-Purchase • Social network presence and management • Receiving customer service • Resolving problems anywhere • Continuoud the experience • Developing eco-system • Product life cycle and organisations interlocks Customer Experience Journey Map 14 Digital Hotspots Browse on web stores Make purchase Select the experience Start using Multi channel personalized experience Encounter problem or a question Contact customer Service or raise satisfaction issues on- line Resolve problem at store or online Learn of product and services via social media Explore solutions on line Monitor performance of product anywhere, anytime and use for product roadmap Research online about product and service Secure Loyalty through offers Find and consult with an expert online or at brick & mortar c Proactive identification and information of of issues Share experience and ratings Enhancement, repeat or new purchase, powered by eco-system
Engage Your Customers Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Increased market share Improved brand value Improved marketing effectiveness and ROI Improved product/service quality Improved speed to market/innovation Increased revenue via cross-sell/up-sell Increased customer satisfaction and loyalty Reduced time to create and deploy campaigns Improved collaboration with partners Competitive pressure Rapidly changing customer and market trends Changing business model and cost control Overabundance of choice for customers Increasing customer demand for personalized experiences Mobile-first world Eroding customer loyalty Increase customer acquisition, retention, satisfaction, and loyalty Develop new revenue opportunities throughout modern customer journey Increase marketing agility and time-to-market Improve customer connection and personalized experiences Improve and monitor impact and effectiveness of marketing Increase customer and marketing insights Engage Your Customers Optimize Your Operations Scenario Chain Transform Your Products Engage Your Customers Empower Your Employees Optimize Your Operations
Engage Your Customers Understand and engage with customers to drive their buying decisions CMOCurrent State We have difficulty finding ways to maximize reach and deliver personalized experiences that resonate with our customers. Our customers are using more devices in more locations than ever before. Our lack of ongoing engagement with our customers is affecting their loyalty. We need to find interactive solutions that allow us to be a part of the moments that matter and modernize the customer experience. Desired Future State We engage with our customers in personalized and interactive ways, and deliver experiences and relevant content on any devices. We react to real-time insights about each customer. Our connection with each customer is inviting throughout the entire journey chosen by the customer We have the solutions to connect to customers in the moments that matter. We are always looking to… • Improve our marketing and sales effectiveness • Reduce the cost of gaining new customers and maintaining customer loyalty • Control our message in the market at all times and in all situations • Drive each customer to buy across a range of products through cross-selling and up-selling Scenario Narrative
Engage Your Customers • Improved marketing, sales, and service effectiveness • Increased market share • Improved product and service quality • Improved brand and shareholder satisfaction • Improved speed to market Benefits • Personalized marketing created with help of social listening analytics • Evaluate device usage to identify new marketing opportunities • Using customer analytics to connect customers with the most pertinent products and services • Personalizing mobile marketing Start • Restrict listening to only brand and not beyond (Competitors) • Restrict sharing sentiment analysis data throughout the organization Stop • Perform customer and market intelligence analysis • Develop and manage social media channels • Develop and manage promotional activities Continue Top-line Impact Enhance and improve customer engagement and generate ongoing revenue with personalized, interactive experiences throughout a customer’s chosen journey. Understand product use, customer sentiment, and brand perception. Gain insight into customer preferences. Market across multiple channels. Move customers through the decision journeyMarket and sell products Conduct responsive, agile and effective campaigns Increase sales Offer desirable services Engage customers Customer 360 degree view Personalized experience Services to devices Telemetry, social, and market data Develop new offers Target marketing Adapt Campaigns Mass media Social media The web Devices Multiple channels Solution Storyboard
Engage Your Customers Sales Campaigns Contextual Offers (proximity, events, etc.) Sales, Marketing & Support Social Media Customer & Campaign Insights Conversational AI Sales and Support Next Best Offers Consistent Consumer Experience at every touchpoint Up/Cross Sell, Next Best Product, Service Videos of Products & Services Product Information More Personal Computing Customer Windows 10 Cortana In-Store Online (web, chat) Devices Digital Signage/ Kiosk Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerApps Cognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Sharepoint Personalized Sales & Support Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStorm Azure SQL DB Notification Hubs Microsoft Social Engagement Technology Storyboard
Engage Your Customers Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Data Management Social Computing Customer Relationship Management Business Intelligence Mobile Computing Media Services Web Site Automation Application Instrumentation Predictive and Prescriptive Analytics Integration of customer data into a cohesive view Develop relevant insights with real-time account data, news, social activity and connections Beacon and geographic based customer targeting Segment customers Marketing Web site creation and management Create engaging content and apps Create personalized offers from customer demographic insights Create proximity centric offers created based on customer location Track and optimize campaign effectiveness using machine learning Collaborate and coordinate with partners more effectively Create and deploy marketing campaign materials faster Increased revenue via up-sell and cross sell New Customer Acquisition Increased Customer Satisfaction, Trust, and Loyalty Faster Time to Impact Increased profit margin from higher value services Lower cost to advertise Improve Customer Experiences through Digital Marketing Improve marketing productivity Increase customer and marketing insights Increasing customer demand for exceptional experiences Increased Customer Churn Increasing competitive pressure Decreases in market and wallet share Increasing time-to- market pressure Increasing competitive use of technology Increased customer demand for personalization Benefits Dependency Network
Engage Your Customers Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Personalized solutions to meet each customer’s needs and desires. • Increased respect and relevance to the company leading to preferential treatment (loyalty programs) • Increased understanding of customer’s wants and needs • Increased brand recognition and recall • Increased customer engagement and loyalty • Increase technology innovations • Amplify the customer experience • Improve channel integration Time to Value • Geographic based offers provides awareness to customer and timeliness • Reduced time researching • Reduced time to sales conversion • Reduced time to increase customer awareness • Reduced time for offer/pricing experiment results • Rapid offer experimentation to test ideas. • Reduced time to gather, transform and process customer data • Reduced time to create, manage and deploy campaign sites Increase Revenue • Increased cross-sell/up-sell • Increased customer wallet share • Increased geographic proximity sale • Acquisition of new customers Decrease Cost • Loyalty based discounts • Improve satisfaction levels • Reduced capital expense • Reduced customer acquisition costs • Reduce cost of data analytics • Reduce cost of data acquisition, storage, and management • Reduced cost of creating, managing and deploying campaign sites Decrease Risk • Understanding what’s available with lower personal expense and avoiding a purchase made without full knowledge (i.e. research, etc.) • Reduced failure of new product and service offerings by leveraging insights about customer preferences • Increased automation, less risk for process failures Value Touchpoints
Engage Your Customers Continuously managing & measuring clear value levers, success factors, and performance measures Employee • Better brand expression • Increased ROI & impact • Deeper connection with customers • Increased job satisfaction • Increased Revenue & ROI • Lower Churn (Higher Loyalty) • Increased Satisfaction (Net Promoter Score, Fan Score, etc.) Operations • Reduced customer complaints • Simplified processes Customer • Richer and more engaging experiences • Better solutions to meet each customer’s needs and desires. • Increased awareness of new relevant products and services • Improved and consistent channel experience Engage Your Customers Business Outcomes/Results Value Realization Scorecard
Engage Your Customers Phase 2: Gain Insight • Determine customer journey and needs • Model and analyse data for customer patterns and insights • Collaborative and shared workspaces • Azure ML • Dynamics CRM • PowerBI • Office365 • ETL • Data Management • Data rationalization • Big Data • PowerBI Phase 1: Shared 360 degree view of customer • Gather internal and external data about customers from all marketing channels and partners • Enable gathering, storage, transforming, and distributing of Big Data • Provide a centralized data warehouse and accompanying data marts that aggregate data from systems across the enterprise for reporting and analysis purposes Time Value IT Projects Phase 3: Enable predictive experiences and offers • Predictive modelling for customers preferences and desires • Real-time business and customer analytics, predictive models • Customer specific offers driven by customer insights • Prescriptive analytics • Create engaging experiences and media • Azure ML • Data Modelling • Big Data • Universal Application • Azure Media Services • Better understand and serve customers • Improve business insight and workflow • Increase sales • Improve customer experience • Improved employee collaboration • Raise customer satisfaction • Reduce operating costs • Improved Up/Cross Sell • Improved Customer/Fan Satisfaction • Improved Market/Wallet Share • Reduced Customer Churn Business Benefits Roadmap
Challenge Create a more immersive car- buying experience to help customers choose and configure a vehicle. Differentiate the Volvo brand, highlight innovation, and keep up with customer expectations. Strategy Volvo is using Microsoft HoloLens to create an augmented reality interface for customers, helping them learn about and configure cars in three dimensions. HoloLens enables customers to digitally interact with their automobiles in more immersive experiences. Results • Build reputation as an innovative and customer- focused company • Increased customer satisfaction • Increased sales, upsell and cross-sell • Fast time-to-market for more immersive experiences “Volvo is really a human-centric company, that’s the core focus of everything we’ve done in terms of the products we develop, but also in the way we interact with our customers.” – Bjorn Annvall SVP Marketing, Sales, & Services Engage Your Customers Customer Volvo Country Sweden Technology •Windows 10 •HoloLens Volvo Volvo is reimagining the car-buying experience Customer Story
Challenge Engage with fans in more personal ways. Increase revenue, customize marketing initiatives, and reinforce the club’s leadership position in the worldwide sports industry. Strategy Implement a comprehensive platform-as-a-service solution to provide personalized fan experiences through: • Fan engagement platform • Extended video platform • Consumer App • Telemetry and Data Analysis Results • Engaging one-on-one with millions of fans • Awareness and analysis of fan behavior • Near-real-time marketing campaigns • Transparent fan interactions with content and advertising “Using the Microsoft Cloud, we are building a way of understanding who our fans are, where they are, and what they want from us.” – José Ángel Sánchez, CEO, Real Madrid C.F. Engage Your Customers Customer Real Madrid C.F. Country Spain Technology •Microsoft Azure •Microsoft Dynamics CRM Online •Microsoft Dynamics Marketing •Microsoft Visual Studio Online •Office 365 Real Madrid C.F. Improve fan engagement and experience Customer Story
Challenge Provide personalized customer service. Enable agile operations, applying best practices from one branch to all. Differentiate services and brand. Strategy Use Microsoft Dynamics CRM, Office 365, and Microsoft Azure capabilities to provide tools to employees for identifying and responding to problems before they affect the customer relationship. Enable employees to connect with experts and a vast knowledge base of answers. Results • Reduced customer wait times • Improved consistency with every customer interaction • Streamlined systems create more time for customers • Ongoing connection with customers “We’ve embraced the software of a company that helps us treat people like people — Office 365, [Microsoft Dynamics] CRM, and Yammer from Microsoft. With the technology working for us, we can focus on the really important stuff.” — Paul Marriott-Clarke Commercial Director Metro Bank Engage Your Customers Customer Metro Bank Country United Kingdom Technology •Microsoft Dynamics CRM Online •Microsoft Dynamics Marketing •Microsoft Lync Server •Microsoft SharePoint •Microsoft Social Engagement •Office 365 •Yammer Metro Bank Leveraging technology to give people what they want Customer Story
Challenge Deliver more timely, meaningful, and efficient service to customers. Help store personnel be more active on the floor. Provide mobile point-of-sale in store. Strategy Provide point-of-sale functionality to thousands of terminals and devices. Streamline supply, warehouse, and delivery of products to the franchise network. Enhance in store experiences for customers and employees Results • Enhanced customer service • Seamless shopping experience • Reduce waiting times • Platform for the future ”As a franchiser, we’re responsive to the demands of our customers as well as our stores. Microsoft Dynamics for Retail offers the flexibility and the technology to meet those demands.” – Alain Boudreault Vice President and Chief Information Officer Engage Your Customers Customer Jean Coutu Country Canada Technology •Microsoft Dynamics CRM Online for Retail Jean Coutu Provide streamlined, personalized, responsive service to customers on any channel Customer Story
Engage Your Customers Products • Media Services • Power BI • Microsoft Social Engagement • Skype • Dynamics Marketing • Office 365 • CRM Online • Azure Storage • Azure SQL DB • HDInsight • Azure Machine Learning Products at a Glance
Empower Your Employees Digital Transformation Book of Dreams
Imagine if… …your employees could efficiently collaborate to meet rapidly changing customer needs and desires.
Empower Your Employees Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Improved product/service quality Improved ROI of IT projects, Improved speed to market/innovation Increased satisfaction of stakeholders ( BU Heads) Lower TCO for IT Accurate business reports and forecasts Reduced IT security threats Reduced time to create and deploy IT solutions Improved collaboration with employees Rapidly changing customer and market trends Market pressure Changing business model and cost control Too many IT options Increasing stakeholders/ customer demand for personalized experiences Actionable information required right now Mobile first world Improve Enterprise Agility to changing demands of business and market Develop new revenue opportunities Increase collaboration among employees Improve & simplify internal business processes Make organization more secure Increase customer and marketing insights Empower Your Employees Engage Your Customers Optimize Your Operations Scenario Chain Transform Your Products Engage Your Customers Optimize Your Operations
Empower Your Employees 31 CIOCurrent State Our employees and teams have difficulty when collaborating on projects, making decisions, and planning work. We are unable to easily make use of the special skills and knowledge spread throughout our company. We have many isolated solutions that are not integrated in ways that support sharing information or moving our business forward. Desired Future State Our employees have the information and insight they need to optimize operations, provide excellent customer service, and increase our sales. We share our knowledge and quickly respond to business needs. We have optimized our workflows, marketing, and customer service using analytical tools and AI capabilities that provide us timely insight. The quality of our interactions with customers inspires trust and loyalty, and often results in additional sales. We are always looking to… • Improve our time to market, customer service, and business operations • Improve productivity of our employees • Provide the tools and insight employees need to make better decisions • Rapidly and collaboratively respond to business needs Making employees more productive, efficient, and satisfied Scenario Narrative
Organize work Evaluate, collaborate, plan Empower Your Employees Solution Storyboard • Faster time to impact • Improved productivity • Improved marketing agility and efficiency • Increase cross-sell / up-sell Benefits • Supporting smoother workflows and real-time collaboration • Enabling employees to work from anywhere, anytime • Providing employees with deeper customer insight and market awareness • Personalizing messages and offers Start • Spending so much time pulling together information • Losing sales opportunities from being unaware of customer needs • Long cycles for development and review of marketing materials Stop • Improving the customer experience • Winning and retaining customers • Improving our brand as an innovative and customer-centric company Continue Top-line Impact Rapidly and collaboratively respond to marketing insight to keep up with customers and deliver personalized, impactful, and effective messages. Teams can easily communicate and collaborate with retailers, agencies, manufacturers, and departments throughout the company. Using secure global access and private social networks, teams can share ideas and materials in real-time to develop modern campaigns, including automation, content tracking, and social marketing. Take action Gain insight from customer and market analysis Appointments Tasks Files Phone calls Organize work, schedule, priorities Share Talk Virtual Meeting Space Collaborate with other departments, manufacturers, retailers, and agencies Communicate Refine campaigns, develop new products, shift investments Solution Storyboard
Empower Your Employees Technology Storyboard Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerApps Cognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Sharepoint Knowledge Capture & Sharing Conversational AI Productivity Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry Customers Partners Field Workforce Secure remote information usage, authoring & sharing Remote collaboration with employees & customers Status & Work Tracking Buildings, Plants & Equipment Product Usage Field Observations Peers More Personal Computing Microsoft Social Engagement Data Insights Employee Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens
Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Data Management Productivity Tools Internet of Things Mobile Computing Predictive and Prescriptive Analytics Culture of mobility and productivity ‘Outside in’ Thinking Culture of ‘Growth Mindset’ Leverage the best resources available anywhere Innovate based on customer and market insight Track and optimize business effectiveness More effectively collaborate with employees, customers and partners Be more agile in business processes Reduced time to market for products and services Reduced cost of operations Increased pace and culture of innovation Increased up/cross sell Improved productivity Agile Practices Drive operational decisions based on information Social Computing Improve quality of products and service Increasing demand for personalized experiences Increased Customer Churn Increasing competitive pressure Increasing time-to-market pressure Increasing competitive use of technology Increase customer satisfaction, and loyalty Create new digital experiences for customers Decreasing market and wallet share Ability to anticipate organizational needs Increase the agility and speed of innovation Using telemetry for decision making and product development Recruiting, motivating, and retaining employees Empower Your Employees Benefits Dependency Network
Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Increased customer satisfaction. • Ability to engage with the company anywhere at anytime • Improved responsiveness of interaction • Improved quality of interactions and products/services • Improved culture of productivity and innovation • Happier and more engaged workforce • Increased market relevance • Increased knowledge sharing across product development teams • Increased employee satisfaction to support increased customer satisfaction • Increase technology innovations • Improve channel integration Time to Value • Faster resolution of questions and issues • Faster awareness of new offers • Faster launches of new products • Faster exchange of ideas • Faster experimentation with new ideas • Increase agility in responding to new business needs (cloud time) • Automation reduces time to market • Movement from traditional waterfall IT development to agile delivery models Increase Revenue • Increased market and wallet share • Revenue from “first to market” and “best in class” products and services via increased innovation Decrease Cost • Better ROI on new products • Reduced cost of product development • Reduce customer acquisition costs • Optimized connectivity costs • Reduced cost for information management Decrease Risk • Reduce risk of failure for new product/service Empower Your Employees Value Touchpoints
Empower Your Employees Continuously managing & measuring clear value levers, success factors, and performance measures Employee • Faster time to market • Reduced effort • Reduced rework • Increased collaboration • Increased job satisfaction • Increased employee productivity and effectiveness • Increased pace of innovation and agility • Measurable impact and insight Operations • Decreased risk of errors or delays • Faster and more accurate response to issues Customer • Timeliness of information about products, services and offers Empower Your Employees Business Outcomes/Results Value Realization Scorecard
Empower Your Employees Phase 2: Mobile, agile product development productivity • Use data from in-market products, social networks, and analytics to uncover new opportunities and roadmap commitments. • Enable a leaner product development organization. • Address customer’s needs and wants into current and future designs. Phase 1: Connected people, teams, and products • Enable seamless idea sharing and collaborative development irrespective of location and time zone • Enable productivity across functional teams, geographical boundaries, and supplier organizations • Connect devices to IT systems as the first step Time Value Phase 3: Apply analytics • Gain insights from product sentiment and market trends • Support decision making, planning, product design, and customer connection. • Additive Manufacturing • Advanced Analytics • Design Computing in the Cloud • Collaboration and Communication • Embed IOT connectivity in target facilities/processes • Enhanced market insight into ideation • Accelerated innovation • Increased revenue from innovative “first to market” products • Increased employee productivity • Increase in knowledge sharing • Increased employee satisfaction • Increased return on innovation investment • Reduced cost of product development • Social Analytics • Telematics • Big Data IT ProjectsBusiness Benefits Journey Roadmap
Challenge Provide customers the equipment, processes and tools to optimize operations. Enhance capacity to work in partnership with customers and suppliers. Continue distinguishing company for its cutting edge technology and constant innovation. Strategy Create a company collaboration network that facilitates the management of factories and manufacturing plants through the collection, exchange, distribution and use of ordered information. The solution, called “Easy Life,” brings together Fameccanica’s technologies, Microsoft Azure cloud services, and Office 365. Results • Improved awareness of machine performance and plant operations • Timely collaboration anytime, anywhere • Improved knowledge sharing and access to expertise “Volvo is really a human-centric company, that’s the core focus of everything we’ve done in terms of the products we develop, but also in the way we interact with our customers.” – Bjorn Annvall SVP Marketing, Sales, & Services Empower Your Employees Customer Fameccanica Country Italy Technology •Microsoft Azure Cloud Services •Office 365 Fameccanica Transforming collaboration, knowledge sharing, and plant management. Customer Story
Challenge To support the speed and agility necessary for international marketing and product launches. To keep the innovation pipeline filled for products in different markets. Enable easy communication and collaboration among research and development, packaging, the supply chain, and marketing teams. Strategy Using Azure, Henkel brings employees, data, and partners together by enabling collaboration from nearly any location and device. With Microsoft Office 365, employees have a modern productivity solution, and brand managers can work across borders and departments, as well as with outside agencies. Results • Improved communication and decision making throughout the company • Improved collaboration between R&D, purchasing, packaging, marketing, and finance • Reduced time to bring a product from initial idea to market “We have improved our way of working by using Office 365 to simplify communications and collaboration. And even the time we need to bring a product from the first idea to market can potentially be reduced.” – Clemence Alberti Junior Brand Manager for Body Care Henkel Empower Your Employees Customer Henkel Country Germany Technology •Microsoft Azure Cloud Services •Microsoft Office 365 Henkel Volvo is reimagining the car-buying experience Customer Story
Challenge United Breweries needed to better connect experts and enable knowledge sharing throughout a large and complex manufacturing network. Strategy United Breweries deployed Microsoft Office 365 applications, including SharePoint and Lync, as well as a social networking platform to support knowledge capture, sharing and collaboration. Results • A forum to unite a far- flung, multilingual workforce • New ways to tap into collective wisdom • Increased productivity • Agile adaptation to business challenges • A network for growth ”We’re growing so rapidly that for us to be able to provide a common feel for the United Breweries brand and a consistent experience for employees throughout their lifecycle in our organization, we need a powerful and engaging communications platform.” – Manmohan S Kalsy Executive Vice President of Human Resources Empower Your Employees Customer United Breweries Limited Country India Technology •Microsoft Azure Cloud Services •Microsoft Office 365 •Microsoft SharePoint •Microsoft Lync United Breweries Limited Brewing up success with an enterprise social network Customer Story
Challenge Create a knowledge management system for exploration and production to gather, store, and share expertise on a global scale. Strategy Eni overhauled its legacy platform in the Exploration & Production division, migrated all its previous documents and information repositories, deployed collaboration and sharing solutions, and created new and improved knowledge management procedures. Results • Created an environment that maximizes knowledge creation, sharing, capture, and collaboration • Enhanced information accessibility throughout the entire knowledge management life cycle • Supports approval and validation processes for structured knowledge “The tacit knowledge of people, the result of their experiences, is the factor which most often allows for the resolution of problems deriving from a multiplicity of uncontrollable variables affecting our processes.” – Luigi Salvador Chief Knowledge Officer Eni Exploration and Production Empower Your Employees Customer Eni S.p.A. Country Italy Technology •Microsoft Azure Cloud Services •Office 365 •SharePoint •Lync Eni S.p.A. Enhancing accessibility of knowledge and ease of collaboration Customer Story
Empower Your Employees Products • CRM Online • SharePoint • Skype • Dynamics AX • Azure Files • Stream Analytics • HD Storm • Azure Storage • Azure SQL DB • Data Factory • HD Insight • Azure Machine Learning • Power BI Products at a Glance
Optimize Your Operations Digital Transformation Book of Dreams
Imagine if… …you could broadly share information throughout the business, manage resources with agility, and better coordinate processes.
Optimize Your Operations Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Optimize Your Operations Resource Management Safety and Compliance Improved productivity Operational excellence Customer Satisfaction & Reliability Market relevant products Achieve Sustainable advantage and growth Economic Slowdown in developed economies Increasing costs Customers demand differentiation Growth in emerging markets Scarcity of skilled labor Stricter Regulations Production loss avoidance Reduction of inventory cost Operations cost optimization Expert advice to remote locations Increased revenue through relevant and differentiated products Avoid unexpected malfunction Proactive resource planning Supply chain optimization and cost reduction Improve product longevity Better utilization of equipment and workforce Agile workforce with better mobility Real-time updates for equipment Engage Your Customers Scenario Chain Transform Your Products Engage Your Customers Empower Your Employees
Optimize Your Operations Operations ManagerCurrent State Our supply chain is constantly evolving and currently fragmented. There is lack of coordination between the shop floor and the warehouse on inventory levels, orders booked, goods in transit. We don’t have strong integration within our supply chains to speed up processes and make operations leaner. When equipment problems arise, production drops, shipping is affected, and our storage facilities are not optimally stocked. Desired Future State By modernizing our manufacturing systems, collaboration platforms, and interconnecting devices, we have increased the flow of information across our entire business operations, and enhanced our interaction with partners. Our business processes are always synchronized, and can even anticipate trends by examining historical data about production and distribution. We can track and trace the full supply chain path of our products, collaborating in real time across multiple sites and the entire supply chain. When necessary, we can realign the efforts of the entire manufacturing ecosystem and manage our resources with agility. I am always looking to… • Know supply chain, inventory, and production status along our manufacturing chain • Provide all participants in the manufacturing and supply chain timely information when and where they need it • Quickly respond to bottlenecks or breaks in our processes • Identify current production problems and anticipate future challenges Optimize operations and reduce costs Scenario Narrative
Optimize Your Operations Automation suppliers and OEM manufacturingManufacturing in the value chain Reduce waste and increase parts availability <> • Reduce unplanned downtime • Reduce maintenance costs (T&E, on site supplier contracts, labor, inventory) • Improve equipment longevity • Improve employee skill and satisfaction Benefits • Empower maintenance crew to make decisions • Share same views with operators, technicians and manufacturing managers • Machine data driven maintenance Start • Schedule regular maintenance • React to breakdowns : be data proactive • Exclude all but maintenance techs • “Black Box” mindset Stop • Grow expertise within • Decentralized maintenance approach • Empower operators and in house techs • Share data with all involved Continue Manufacturing Management and Suppliers Automation Suppliers Production ScheduleMaintenance Schedule Real Time connection to manufacturing management, suppliers, and maintenance crew Productivity Up Modern Automation Sensors Telemetry Maintenance Crew Maintenance Planning Automation Suppliers Manufacturing Management Shared View Across Value Chain Cost Down Satisfied Employees Optimized Scheduling Maintenance Crew Legacy IOTApplications IP capable devices Low power devices Sensors Telemetry Legacy Automation Solution Storyboard
Optimize Your Operations Technology Storyboard More Personal Computing Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerAppsCognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Buildings, Plants & Equipment Product Usage Field Observations Supply Chain Supplier Supplier Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry Customer Service Sales Product Design W10 Cortana Rep Online Devices Signage Customers Microsoft Social Engagement Manager Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens
Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Internet of Things Machine Learning Cloud services Advanced Analytics Enterprise Mobility/ Mobility solutions Communication and Collaboration Increase instrumentation and monitoring Collect, Store and analyse data from sensors on equipment and smart devices Develop Omni-channel communication and collaboration among field operators, Service providers and experts Connect multiple plants and aggregate operational data Build Data Science or Analytics COE Global dashboards for real time manufacturing monitoring and response Priority focus on safety and regulation Proactive service collaboration across plant facilities, partners and vendors for faster response to issues Collect, analyse and monitor risk reporting and performance metrics Richer collaboration amongst various stakeholders Production loss avoidance Reduction of inventory cost Improved health and safety Operations cost optimization Proactive resource planning Better utilization of equipment Improved Knowledge sharing Agile workforce with better mobility Global Visibility of All Facilities Optimize production equipment Operational excellence Improved Safety and Compliance Improved Knowledge Sharing and Transfer Improved Productivity and resource management Economic Slowdown in developed economies Complex Network of Global Facilities Pressure to lower costs through manufacturing process efficiencies Volatile energy Costs Increasing safety regulations Scarcity of skilled labor Increased pressure to manage complex supply chain Stricter Regulations Optimize Your Operations Benefits Dependency Network
Optimize Your Operations Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Better expectations for product delivery and quality • High quality autonomous products • Global oversight of manufacturing operations • Predict and adapt to changing supply, labor and manufacturing availability • Streamline inventory and warehouse management operations • Selling insights to partners and competitors • Better analytic capability • Allow sustainable and robust connection to partners across boundaries • Migration from costly legacy systems to pay per use cloud systems Time to Value • On-time delivery • Faster problem identification • Faster time to resolution Increase Revenue • Revenue from new customers • Revenue from repeat customers • Revenue from better brand positioning • Selling insights to partners and competitors • Better utilization of manufacturing capability Decrease Cost • Reduction in manufacturing defects in products • Avoid unplanned downtime and outage costs • Reduction in facilities management costs • Reduction in field operations costs • Reduction in maintenance costs • Reduction in cancelled orders • Reduced cost of operations • Reduced cost of information sharing Decrease Risk • Reduce risk of delivery failure, lack of product or service outage • Global operational view supports identifying problems before they escalate Option value • Trust in service Value Touchpoints
Optimize Your Operations Continuously managing & measuring clear value levers, success factors, and performance measures • Increase sales and contribution margin • Reduced maintenance costs • Reduced inventory investment • Improved resource management Optimize Your Operations Business Outcomes/Results Innovation • Monetization of data about usage and uptime Customer • Product availability • Lost sales • Lead time to order • Higher Customer Satisfaction Employee • Increased job satisfaction • Better training, knowledge management, mobility, and collaboration • Scheduling efficiency Brand • Increased brand awareness • Increased brand value • Improved brand image Value Realization Scorecard
Optimize Your Operations • Dashboard and visualization • Analytics & Business Intelligence • Reporting and Dashboard • Cloud design • Mobile deployment • Unified communications and messaging • Identity and access management • Embed IOT connectivity in target equipments • Media sharing and virtual presence • Reduce T&E • Reduce training and certification costs Value IT Projects • Dashboard optimization • Big data • Advanced Analytics • Reduce unplanned downtime • Reduce data modelling costs • Reduce IT hosting and storage infrastructure costs Business Benefits • Lower cost of maintenance • Eliminate expensive 3rd party contracts • Impart technical ability to workforce Time Phase 2: Integrate telemetry and telecommunication • Identify applicable analytics capabilities and tools • Enable machine learning and IOT integration • Integrate legacy and modern automation, telemetry and machine learning in unified reporting and dashboard services Phase 1: Establish Omni-channel communication with Customers, Service providers and equipment manufacturers • Enable mobility and access rights, with media content and communication solution • Embed IOT connectivity in target equipment • Promote culture of remote interaction and decentralised control Phase 3: Optimize and Enhance analytics and mobility capabilities • Continuously improve collaboration by imparting mobility and advanced analytics capabilities • Decentralize controls Journey Roadmap
Challenge Give employees a new view into trends and insights, and tools to act on them more effectively. Enable care teams to coordinate care for individuals and communities. Create a foundation for a proactive health system that keeps people healthy, improves care, and reduces admissions. Strategy Dartmouth Hitchcock created a cloud-based system in which nurses and health coaches track and respond to an individual’s health status in real time. The system is built on Microsoft technology for machine learning, big data storage and processing, and perceptual intelligence, including Cortana Analytics. Results • Increased provider productivity • Improved patient outcomes • Patient satisfaction • Reduced costs “With Cortana Analytics Suite and Microsoft Dynamics, we’re transforming the way health care is delivered today, improving patient outcomes, reducing costs, and offering an unprecedented level of personalized care.” – Ethan M. Berke, MD, MPH Medical Director, Clinical Design and Innovation Optimize Your Operations Customer Dartmouth Hitchcock Country United States Technology •Microsoft Azure Cloud Services •Microsoft Cortana Analytics Suite •Microsoft Dynamics CRM •Microsoft PowerBI Dartmouth Hitchcock Revolutionizing health care with personalized care and provider collaboration Customer Story
Challenge Fujitsu needed to optimize processing by both machines and humans in a way that could enable managers, engineers and scientists to improve product quality, streamline systems, and enhance functionality while reducing costs. Strategy Fujitsu brought together its Eco-Management Dashboard and IoT/M2M platform with Microsoft Azure Cloud Services and Windows tablets to enable managers, engineers and scientists to simultaneously manage product quality, process efficiency, and equipment performance. Results • Operational excellence • Reduced energy costs • Higher quality products • Enhanced functionality • Increased productivity ”Leveraging the Fujitsu Eco-Management Dashboard solution alongside Microsoft Azure and the Fujitsu IoT/M2M platform, we are able to deliver real-time visualization of the engineering process for big data analytics to improve the entire production process and inform decision-making” – Hiroyuki Sakai Corporate Executive Officer, Executive Vice President Head of Global Marketing Optimize Your Operations Customer Fujitsu Country Japan Technology Hybrid Cloud: •Microsoft Azure Cloud Services •Microsoft Dynamics CRM Microsoft Exchange •Microsoft Lync Fujitsu Bringing innovative operational excellence to manufacturing Customer Story
Challenge To help customers reduce water usage, Ecolab must capture and analyze real-time information from thousands of sensors in thousands of plants around the world. As Ecolab grows their business, they need a way to deliver water management solutions on a much larger scale and at a much deeper level, and to demonstrate value to customers. Strategy Using the Microsoft Azure cloud computing platform and advanced analytical capabilities, Ecolab helps customers improve production processes and better understand value. Ecolab employees around the world use Microsoft productivity tools to collaborate and take action based on insight, and support field activities. Results • Reduced water usage by customers • Improved insight about customer processes and performance • Improved customer engagement and guidance • Scalability to meet growing business needs “Suddenly, complexity and size are no longer barriers…We can now harness the power of this platform to serve many more customers, measuring many more flows at many more plants than we could even conceive of in the past.” – Christophe Beck President, Nalco Water, an Ecolab company Optimize Your Operations Customer Ecolab Country United States Technology •Microsoft Azure Storage, IoT Suite, Machine Learning •Microsoft PowerBI •Microsoft Dynamics CRM Online •Microsoft Office 365 Ecolab Helping worldwide industries tackle water scarcity Customer Story
Challenge Saudi Airlines needed a consolidated approach to critical business information spanning multiple systems across functions, an integrated view across operations, and enhanced business intelligence. Strategy Create a Microsoft Azure- based solution to provide real-time, self-service insight and enable executives to make more timely business decisions. Results • Increased operational efficiencies by 2% • Enabled self-service insights for executives with intuitive reports and dashboards • Anticipated millions in savings “To Saudi, the new BI solution is like turning on the headlights of a car on a curvy, dark road.” – Mohammed Albakri CIO, CFO Saudi Airlines Optimize Your Operations Customer Saudi Airlines Country Saudi Arabia Technology •Microsoft Azure Cloud Services •Microsoft SharePoint •Microsoft Office 365 •Microsoft PowerBI Saudi Airlines Saudi introduces self-service insights solution to increase operational efficiencies Customer Story
Optimize Your Operations Products • Skype • Office365 • SharePoint • HD Storm • HD Insight • Azure Machine Learning • Microsoft Social Engagement • Stream Analytics • Azure SQL DB • Azure Storage • Dynamics AX Products at a Glance
Transform Your Products Digital Transformation Book of Dreams
Product Transformation Approach People Experiences Design Thinking Inclusive Design Customer • Get Oriented • Frame • Ideate • Prototype • Optimize Inclusive Design Method & Thinking Telemetry Gather Data Data • App Telemetry • Sensor Telemetry • People Telemetry • Business Telemetry App Insights Azure IoT Band & Windows Visualization Understand Knowledge • Prototype & test • Visualize Data • Context from usage data • Feedback Power BI Microsoft Graph Analyze Gain Insight Insight • Understand User Needs • Understand Product Use • Predict future failures Cortana Intelligence Delve Analytics Action Innovate Productive Use • Recommend Knowledge • Provide Context • Pre-empt future needs • Act on behalf Personal Assistant Bots Cognitive Services
Business Model Innovation Frame What are your goals? Where’s the impact? What should change? Can we increase demand? • Serve a different set of customers (convert the non-customers) • Create new Value Propositions for customers (pains/gains) • Improve sales and marketing (improve the brand) • Understand better what’s missing in the market (find the whitespace) • Improve the quality of existing products Customer Experience Transformation Digital Optimization & Efficiency Can we deliver cheaper or more efficiently? • Improve supplier effectiveness • Improve operational efficiency • Improve employee productivity Value Prop Customer Segments Channels Products & Services Revenue Streams Value Chain Business Impact Frame • Strategic Alignment • Business process change • Modernize architect (enable agile, etc.) • Direct payback • Reduce Risk IT Value Frame • Accelerate time to market • Increase Coverage • Recession proofing • More agility • Reduce Unit Cost  Revenue  Quality  Cost  Risk T (Accelerate Business) 1 2 3
Imagine if… …you could use many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.
Transform Your Products Enterprise Scenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Transform Your Products Field Crew Efficiency Safety and Compliance Improved productivity Operational excellence Customer Satisfaction & Reliability Market relevant products Achieve Sustainable advantage and growth Economic Slowdown in developed economies Increasing costs Customers demand differentiation Growth in emerging markets Scarcity of skilled labor Stricter Regulations Production loss avoidance Reduction of inventory cost Reduced time to market Expert advice to remote locations Increased revenue through relevant and differentiated products Avoid unexpected malfunction Proactive resource planning Supply chain optimization and cost reduction Improve product longevity Better utilization of equipment Agile workforce with better mobility Real-time updates for equipment Scenario Chain Engage Your Customers Empower Your Employees Optimize Your Operations
Transform Your Products Provide profitable services to customers, upgrade devices, and identify new offerings CEOCurrent State We’re not able to create personal connections with our customers, and we have difficulty serving our customers segments anywhere, anytime. We are earning less from our product sales and need to create new sources of revenue. We don’t have a good understanding of how our customers use our products or what services they need. We have long cycles for product development and we frequently have cost overruns. Desired Future State We have an on-going, personal connection with our customers, and provide them with personalized experiences. We keep up with our customers’ needs and desires, understand how they use our products, and anticipate their needs. We quickly develop products and services that fit our customers’ lifestyles and interests. We are expanding the reach of our business and targeting new customer segments. We are always looking to… • Generate increasing revenue • Develop products and services that fit our customers • Create personalized experiences for our customers • Enlarge our customer base Scenario Narrative
Collaborative Development and Validation Transform Your Products Solution Storyboard Collective and Insightful Ideation Innovative Products and Fast Time to Market • Revenue from new, first to market, and innovative products • Shortened development cycle for new products • Lower product development cost • Improved design robustness Benefits • Using collective and collaborative brain power of employees around the world • Accelerate innovation • Promoting and encouraging virtual product development behaviors and techniques • Using insight tools like Microsoft Social Listening Start • Costly, in person product development activities • Culture of “won’t believe it until I touch and feel it” • Relying on end solutions and conventional wasteful activities • Expensive physical builds and validation of prototypes Stop • Using collective brainpower • Real time idea generation/selection • Virtual concept development • Continuously seeking customer feedback Continue Top-line Impact Innovative and differentiated product inspired by loyal customers, created using advanced collaborative development techniques, and continuously refined via a connected value chain. Customers Social Listening IoT and Telemetry Global design and Engineering Suppliers and OEM Teams Virtual Testing Predictive Design Prove out Concept Development Fast to market Satisfied customers Cost effective Robust Designs Use insight about product use, customers, and trends to quickly develop new offerings
Transform Your Products Technology Storyboard More Personal Computing Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerAppsCognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Product Usage Field Observations Supply Chain Supplier Supplier Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry W10 Cortana Rep Online Devices Signage Customers Customer Service Sales Product Design Workforce Insights Customer experience insights Weather & Environmental ProductTelemetry Product Designer Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens Microsoft Social Engagement
Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Increase design and engineering productivity Increase customer satisfaction, retention and value Create new business models for the digital era Adhere to increasing regulations Design highly differentiated, relevant products based on insights and innovative thinking Rapidly experiment with new business models and measure the impact before committing Optimize product development processes for collaboration and agility Continually improve experience to increase customer satisfaction, retention and value Use analytics and machine learning to identify new opportunities Analyze customer experience data from partners and social networks Analyze real-time product usage telemetry for advanced decision making and visibility Competitive pressure Stay ahead of changing customer and market trends Connect with customer Pressure to lower costs through manufacturing process efficiencies Green manufacturing Tightening safety regulations Increased pressure to manage complex supply chain Internet of Things Customer Relationship Management Collaboration and Information Management Mobile & Social Computing Big Data Connect design teams globally and collaborate on common goals to seek optimized solutions Improved products and services Increase revenue from innovative “first to market” options and services Increase in knowledge sharing Reduce cost of product development Advanced Analytics Transform Your Products Benefits Dependency Network
Value for Customers Value for Business Leaders Value for IT Leaders Strategic • Improved adoption and usage of products • Increased discounts and promotional feeds from partners and programs • Increased brand recognition and recall • New customer acquisition and retention • Higher customer satisfaction • Increased customer engagement and brand loyalty • Improved data processing scalability • Improved data modeling capability • Improved analytical capabilities Time to Value • Reliable connection to partners and suppliers • Improve speed to market/innovation • Shortened development cycle • Increased agility in responding to new business needs (cloud time) • Sustained relevance of IT in manufacturing Increase Revenue • Increased resale value • Increased value from differentiated offerings • Increase revenue from innovative “first to market” options and services • Repeat sales from satisfied customers • Increased market share • Increase in ancillary revenue Decrease Cost • Reduced maintenance costs • Reduce cost of product development • Reduce cost of prototyping, physical modeling, and testing • Reduced cost of data management and storage • Reduced cost of data acquisition • Optimized connectivity costs • Reduced cost of data analytics Decrease Risk • Significant reduction in likelihood of safety incidents • Increased knowledge sharing across product development teams • Unlimited ability to run virtual reliability and robustness cycles in the cloud Option value Transform Your Products Value Touchpoints
Continuously managing & measuring clear value levers, success factors, and performance measures • Improve speed to market/innovation • Reduce Failure of Acceptance • Uptake of supplemental services (add on services, etc.) • Reduce cost of product development • Decrease in need for on-site or service-center remediation • Increase in knowledge sharing • Reduced cost of prototyping, physical modeling, and testing Transform Your Products Business Outcomes/Results People • Increase time spent engineering and less time on non value added tasks • Seamless idea sharing and collaborative development between individuals and teams Innovation • Enhanced market insight into ideation • Faster time to market • Increased return on innovation investment • Lower environmental impact and pioneer innovation design solutions Brand • Improved brand perception • Improved market penetration • Retention of existing customers (reduced churn) • Increased customer satisfaction with products/services Culture • Increase in employee productivity • Accelerate innovation • Integrated design for environmental compliance Transform Your Products Value Realization Scorecard
Transform Your Products Phase 2: Experiment and Measure the impact • Create new engaging experiences for customers through apps and devices that improve daily life, productivity and increase well being. • Experiment with new business models by creating value for customers in new ways while attempting to capture some of the value created. • Identify and measure customer’s needs and wants from current and predict the value and acceptance of future designs Phase 1: Understand Your Customer • Gather data about in-market and future market customers, products and markets from all channels and partners (not just ‘our products/customers’) • Enable centralized analytics capability for analytics and reporting purposes • Use data from in-market and adjacent products, social networks, and analytics to uncover new opportunities and roadmap commitments Time Value Phase 3: Optimize Value Delivery & Value Capture • Mange customer and partner interaction, purchase, service & payment history • Implement context-aware systems that proactively detect and notify other devices and systems of problems along the value chain • Redesign processes and workflows to increase efficiencies • Modern Applications • App, System & Human Telemetry • Advanced Analytics • Mobility • IoT • ETL • Data Management • Data rationalization • Big Data • PowerBI • Deliver engaging & transformative customer experiences • Acquire new customers • Monetize existing assets • New sources of revenue • Improve customer experience • Improved employee collaboration • Raise customer satisfaction • Reduce operating costs • Improved operational insight • Lower operational costs • Less unplanned downtime • Supply Chain Analytics • Machine learning • Predictive & Prescriptive Analytics • Reporting and Dashboard • Notifications IT ProjectsBusiness Benefits Roadmap
Challenge Flight delays are disruptive and costly for passengers and freight, and have a very large financial and logistical impact on airlines. Rolls-Royce aims to minimize the cost and disruption of airline maintenance, and to expand the services it offers to develop new revenue streams. Strategy Rolls-Royce is leveraging Microsoft Azure to aggregate large amounts of data from many locations and use analytical tools and models to predict maintenance needs. To help customers understand the data and make better decisions, the solution provides dashboards and visualization. Results • Minimize cost and disruption of flights. • Enable airlines to achieve safer, more efficient, and more profitable operations. • Increase revenue through new business models and compelling services. “By working with Microsoft we can really transform our digital services, supporting customers right across engine-related aircraft operations to make a real difference to performance.” – Tom Palmer, Senior Vice President Services, Civil Aerospace Transform Your Products Customer Rolls-Royce Country United Kingdom Technology •Microsoft Azure IoT Suite •Microsoft Cortana Intelligence Suite •Microsoft Azure Stream Analytics •Microsoft PowerBI Rolls-Royce Transforming products and services to support new business models, and disrupting the airline industry Customer Story
Challenge Create a portable tool that is fast, easy-to-use, scalable, and indicates when early intervention is necessary to treat dyslexia. Strategy Using the Azure platform, analytics, and machine learning, Optolexia built a screening tool to easily assess children for dyslexia. The solution sends data from eye-tracking equipment to the Azure cloud, where an analysis engine based on Azure Machine Learning evaluates the data against a large repository of eye- tracking data. Results • Early identification of students at risk for dyslexia • Early intervention and treatment • Higher accuracy and reduced costs of screening • Scalable platform to enable screening for other diseases and conditions “The flexibility and ease of use of the Azure Machine Learning analytics platform makes it a perfect foundation for expanding our existing solution into new areas.” – Fredrik Wetterhall Chief Executive Officer Transform Your Products Customer Optolexia Country Sweden Technology •Microsoft Azure Cloud Services •Microsoft Azure Analytics •Microsoft Azure Machine Learning •Microsoft Visual Studio Optolexia Early screening for dyslexia with eye-tracking, cloud-based tool Customer Story
Challenge ABB needs to innovate quickly to provide the equipment and value-added services needed to take an early lead in the vehicle charging market. As part of innovating improved equipment and services, ABB needs to gather and analyze telemetry and customer behavior. Strategy ABB is developing charging equipment and stations using detailed data and new insight from stations, equipment, and customers. ABB equipment will be connected to Azure and take advantage of the machine learning and predictive analytics that Azure supports. Results • Innovative and scalable products and services • Digital transformation of electric vehicle infrastructure • Agility to quickly improve existing features and develop new features. "This partnership gives us the solutions, scalability and global agility to support expanding demand for EV charging infrastructure in the world’s major automotive markets, which is a key focus of our Next Level growth strategy.” – Pekka Tiitinen President Discrete Automation and Motion Division Transform Your Products Customer ABB Country Switzerland Technology •Microsoft Azure Cloud Services •Microsoft Azure Machine Learning Suite •Microsoft Azure Analytics Suite ABB Developing innovative products and services to meet customer demand Customer Story
Challenge • Support safe operations of flights. • Increase productivity of mechanics. • Improve quality of flight training and maintenance. • Build brand and innovate in operations and customer service. Strategy Using the Microsoft HoloLens, users can see a version of a plane's engine and other equipment placed in the real world. Users can manipulate equipment, find specific parts, and simulate cockpit operations as though sitting in the cockpit seat. Japan Airlines is also adopting Microsoft’s Surface Hub to streamline their development processes. Results • Improve training and quality of performance for maintenance crews • Enable supplementary training for flight crews, and trainees seeking promotion to copilot status • Optimize operations “We believe that HoloLens can contribute to the safety of our business, which is the most important criteria for airlines.” Koji Hayamizu Senior Director of the Planning Group for JAL’s Products & Service Administration Department Transform Your Products Customer Japan Airlines Country Japan Technology •Microsoft HoloLens •Windows 10 Japan Airlines Leveraging new technologies to drive innovation in business operations and customer service Customer Story
Challenge Need better insight and collaboration to stay in constant motion and support the rapid pace of technological changes in the Formula 1 sport. Strategy The Lotus team leverages data coming from the car telemetry system, and using predictive analytics and machine learning, apply the insight to quickly and collaboratively innovate and produce better components. Results • Increased agility when developing and integrating design changes • Improved sharing of information • Increased cost awareness at all levels • Support just-in-time manufacturing with improved insight into parts lifecycle “We tied Dynamics AX in with everything from design release to consumption of parts on the car at the track, this included project-based manufacturing and design engineering– the production of the car.” – Thomas Mayer COO, Lotus F1 Team Transform Your Products Customer Lotus F1 Country United Kingdom Technology •Microsoft Dynamics AX Lotus F1 Insight and collaboration enable rapid advances in technology, design, and production Customer Story
Transform Your Products Products • PowerBI • Skype • Microsoft Social Engagement • CRM Online • Office 365 • Media Services • Azure CDN • SharePoint • Azure Machine Learning • Stream Analytics • Azure SQL DB • Azure Storage • HD Storm • HD Insight Products at a Glance
Appendix
Digital Transformation Portal - http://aka.ms/transform Digital Transformation Narrative – https://fm.clouddam.microsoft.com/en- us/asset/234694 Book of Dreams Landing Page: http://aka.ms/BookOfDreams Additional Resources EPG Book of Dreams Services Portfolio Services Portfolio Home - http://aka.ms/Portfolio Integrated Solutions Landing Page: http://aka.ms/ISP Integrated Solution
Contributors and Reviewers (continued on next slide) Core Development Team Andy Eunson, David Meltzer, Eiko Ermold, Eve Enslow, J.D. Meier, J.P. DeCuire, Kristin Johnsen, Steve Sweetman Contributors and Reviewers US Adil Soofi, Ali Powell , Art Akerman, Atul Totre, Andrew Comas, Barry Robbinson, (MCS), Bill Malinak II, Bob Yates, Brian Loomis, Brian Otto, Brian Roach, Brook Karen, Celso Avelar, Chris Regan, Dan Weiss, Dave Bukovich, David Carroll, David Esposito, David Middleton, David Schroder, Dean Abrams, Ed McGinn, Edward Clark, Hilton Pereira, Hugo Martorelli, Jay Inman, Jeff Saper, Jerry Yang, Jim Burns, Jim DeMarco, Jim Smith, Joel Byford, John Roach, John Thompson, Jolly Kaur, Joseph Starwood, Kathy Cox, Keith Homiski, Ken Truitt, Keven Markham, Kevin Zhang, Kim Murphy, Kosma Zygouras, Marc Dencker, Marc Ashbrook, Marc Garcia, Manik Sarka, Matt Diamond, Matt Valentine, Matthew Slavin, Michael Sternberg, Mike Tokarcik, Mitchel Hudson, Nat Dodge, Nick Davenport, Pete DiPaola, Phillip Eng, Rajan Dwivedi, Randy Hounsel, Ravi Mundhe, Rich Diaz, Rich Waller (Acting), Sarah Steiger, Sree Sundaram, Steven Hollinshead, Sunny Amin, Sue Ellen Jeffrey, Vivek Ratna, Will Macdonald Australia Al Sheena, Itay Feldman (Adecco), Joe Dicarlo, Luanne Middleton-Cross, Martin Welsby, Matt Beer, Rita Arrigo, Salim Naim, Stan Kotlyar, Tuan Jean (TJ) Tee, Wayne Hart Canada Ahmed Ayad, Attilio Bagnulo, Brad Clayton, Christine Trudeau, Daniel Martin, Evan Diamond, Gary Pronych, George Earl, Goran Skenderija, Ian Hunter, James Dzidek, James Sheppard, Jason Konoff, Jason Searle, John Gardner, JP Poinsignon, Mark Lamb, Michael Minnie, Pierre St-Aubin, Renaldo Scalabrino, Robert Wood, Shawn Roberts, Steven Major, Umit Tric Germany Albert Kolb, Alexander Wicher, Andreas Brands, Andreas Kopp, Arnd Simon, Axel Schwarz, Bianca, Christian Peche, Christian Roller, Detlef Kaiser, Detlef Kraus-de Weerth, Domnik Langrehr, Doris Präger, Eric Pferrer, Frank Blankertz, Frank Kaleck, Henrik Leiste, Jens Neumann, Joerg Hassenbach, Jörg Stephan, Lei Liu, Marcus Kunde, Markus Raquet, Martin Beyer, Martin Diewald, Matthias Progscha, Michael Mueller, Nicole Lang, Ralf Hensel, Robert Brands, Ruediger Thomas, Simon Mattes, Steffen Futtere, Volkmar Eich, Volker Strasser Many thanks to the following key contributors and reviewers:
Contributors and Reviewers (continued from previous slide) Contributors and Reviewers India Abhrajit Ray, Aniruddha Sen, Ashish Kumar (ADHIKARI), Balasubramanian Somasundaram, Gopi Srinivasan, Guru Bharadwaj, Mohit Juneja, Pravin Kumar Mishra, Ramesh Paturi, Rathi Ranjan Dasqupta, Samir Shah (MCS), Srinivasa Sivakumar, Subhro Mukherjee, Tarun Malik, Vikram Munjal, Vishnu Bhavaraju Japan Atsushi Marutani, Shinpei Misawa, Masahiro Utsu, Ryuichiro Hamada, Shogo Akashi, Yasuyuki Tsuchiya Latin America Alessandro Martins, Alexandre Nardi, Ana Atienzar Molpeceres, Daniel Juarez, Fernando Machado Piriz, Ian Webster, Jorge Diaz-Zapater, Jorge Morales Meneses, Lucia Serra, Luis Young, Rajiv Shah, Raul Flores Palacios, Roberto Garcia, Victor Alfonso Mendivil, Vijay Musuvathy, Waldir Arevolo de Azevedo Filho, Willman Garzon S. Africa Andre Truter, James Van Den Berg, Johan Klut, Khaliq Dollie, Khaliq Dollie, Kim Schulze, Robbi Laurenson, Rochelle Mountany, Rupert Nicolay, Tristan Naidoo Western Europe Alan Buglass, Aldo di Somma, Alessandro Lombardi, Alex Winch, Andrew Jones, Andrew Quinn, Andrew Read, Andy Smith, Andy Winskill, Angus Duncan, Bandar Alsharfi, Bernd Schneider, Colm O'Halloran, Dave Preedy, David Rowe, Edzard Paulussen, Ged Hickman, Gill Glover, Giuseppe Bordonali, Hemant Anand, Hugh Steele, Ian Burgess, Ian Crow, Ian Erridge, Ingrid Jack, James MacGregor, Jason Deskin, Jennifer Morrison, Jeremy Davey, Jerome Clement, Katharina Hofmueller, Kunal Kodkani, Mark Loughran, Markus Christen, Martin Eggimann, Martin Wilkins, Michael Vermeersch, Mike Myers, Nick Ryan, Paul Farnan, Paul Lidbetter, Peter Deane, Peter Simons, Philip Rowland, Roderick Morgan, Roger Chappé de Léonval, Serge Thomas, Shashi Rana, Simon Ripley, Simone Vicoli, Sonja Ridley, Stefan Fischer, Stephen Kell, Steve Williams, Stuart Murray, Sylvia Croxall, Thomas Palmié, Vivek Warrier

More Related Content

PDF
How to Create a Data Analytics Roadmap
byCCG
 
PPTX
Data Mesh in Azure using Cloud Scale Analytics (WAF)
byNathan Bijnens
 
PDF
Data Catalog for Better Data Discovery and Governance
byDenodo
 
PDF
Architect’s Open-Source Guide for a Data Mesh Architecture
byDatabricks
 
PPTX
Understanding Security and Compliance in Microsoft Teams M365 North 2023
byChirag Patel
 
PDF
Azure Synapse 101 Webinar Presentation
byMatthew W. Bowers
 
PDF
Strategic Approach To Data Migration Project Plan
bySlideTeam
 
PDF
Snowflake for Data Engineering
byHarald Erb
 
How to Create a Data Analytics Roadmap
byCCG
 
Data Mesh in Azure using Cloud Scale Analytics (WAF)
byNathan Bijnens
 
Data Catalog for Better Data Discovery and Governance
byDenodo
 
Architect’s Open-Source Guide for a Data Mesh Architecture
byDatabricks
 
Understanding Security and Compliance in Microsoft Teams M365 North 2023
byChirag Patel
 
Azure Synapse 101 Webinar Presentation
byMatthew W. Bowers
 
Strategic Approach To Data Migration Project Plan
bySlideTeam
 
Snowflake for Data Engineering
byHarald Erb
 

What's hot

PDF
Proactive Governance & Adoption In Microsoft 365 - M365Ottawa
byRichard Harbridge
 
PDF
Microsoft Viva Topics
byDavid J Rosenthal
 
PDF
Mdm: why, when, how
byJean-Michel Franco
 
PPT
Gartner: Master Data Management Functionality
byGartner
 
PDF
Enterprise Architecture vs. Data Architecture
byDATAVERSITY
 
PPTX
Enterprise Data Architecture Deliverables
byLars E Martinsson
 
PPTX
Databricks on AWS.pptx
byWasm1953
 
PDF
Graph-Based Customer Journey Analytics with Neo4j
byNeo4j
 
PDF
Enterprise guide to building a Data Mesh
bySion Smith
 
PPTX
Intro to the Office 365 Admin Center
byNikkia Carter
 
PPTX
Data Lakehouse, Data Mesh, and Data Fabric (r1)
byJames Serra
 
PDF
Reference master data management
byDr. Hamdan Al-Sabri
 
PPTX
Data mesh
byManojKumarR41
 
PPTX
Snowflake Architecture.pptx
bychennakesava44
 
PPTX
Microsoft Fabric.pptx
byShruti Chaurasia
 
PPTX
Database CI/CD Pipeline
bymuhammadhashir57
 
PDF
DataOps - The Foundation for Your Agile Data Architecture
byDATAVERSITY
 
PDF
Graph database Use Cases
byMax De Marzi
 
PDF
Azure Event Hubs - Behind the Scenes With Kasun Indrasiri | Current 2022
byHostedbyConfluent
 
PDF
Digital 2023 Sweden (February 2023) v01
byDataReportal
 
Proactive Governance & Adoption In Microsoft 365 - M365Ottawa
byRichard Harbridge
 
Microsoft Viva Topics
byDavid J Rosenthal
 
Mdm: why, when, how
byJean-Michel Franco
 
Gartner: Master Data Management Functionality
byGartner
 
Enterprise Architecture vs. Data Architecture
byDATAVERSITY
 
Enterprise Data Architecture Deliverables
byLars E Martinsson
 
Databricks on AWS.pptx
byWasm1953
 
Graph-Based Customer Journey Analytics with Neo4j
byNeo4j
 
Enterprise guide to building a Data Mesh
bySion Smith
 
Intro to the Office 365 Admin Center
byNikkia Carter
 
Data Lakehouse, Data Mesh, and Data Fabric (r1)
byJames Serra
 
Reference master data management
byDr. Hamdan Al-Sabri
 
Data mesh
byManojKumarR41
 
Snowflake Architecture.pptx
bychennakesava44
 
Microsoft Fabric.pptx
byShruti Chaurasia
 
Database CI/CD Pipeline
bymuhammadhashir57
 
DataOps - The Foundation for Your Agile Data Architecture
byDATAVERSITY
 
Graph database Use Cases
byMax De Marzi
 
Azure Event Hubs - Behind the Scenes With Kasun Indrasiri | Current 2022
byHostedbyConfluent
 
Digital 2023 Sweden (February 2023) v01
byDataReportal
 

Viewers also liked

PPTX
Digital Transformation "Book of Dreams"
byMicrosoft Österreich
 
PDF
Digital transformation in Manufacturing
byMicrosoft UK
 
PDF
Digital transformation at the Regional Innovation Board, October 2015
bySven Denecken
 
PPTX
Dynamics Day 2016 - Digital transformation with Microsoft Dynamics 365
byEmpired
 
PDF
A Portfolio Strategy To Execute Digital Transformation
byCapgemini
 
PDF
Delivering Digital Transformation and Leveraging a Digital Platform
byCapgemini
 
PPTX
Modernes Rechenzentrum - Future Decoded
byMicrosoft Österreich
 
PDF
Digitale Transformation: Technologie und Mensch - die nächsten 5 Jahre
byMicrosoft Österreich
 
PPTX
The Six Pillars of Knowledge Economics
byCapgemini
 
PDF
AzureDay_Services
byGerardo Amaya
 
PPTX
Becoming a Digital Business with Microsoft Services_ATCOM Next
byAtcom SA
 
PPTX
Digital Transformation How to Reboot IT and Business Collaboration
byBizagi
 
PDF
Vincent Dupont, Microsoft: The Transformation to Digital Health
byMicrosoft Österreich
 
PDF
Enable Mobility and Improve Cost Efficiency within a Secure Ecosystem - S&T
byMicrosoft Österreich
 
PDF
Enable Mobility and Improve Cost Efficiency within a Secure Ecosystem - Futur...
byMicrosoft Österreich
 
PDF
Driving workforce enablement through it innovation - Microsoft Leading Digita...
byMicrosoft UK
 
PPTX
Microsoft Trusted Cloud - Security Privacy & Control, Compliance, Transparency
byMicrosoft Österreich
 
PPTX
Alt gegen Neu: Schrottprämie für gebrauchte mobile Devices
byMicrosoft Österreich
 
PDF
Microsoft: #DigitaleHelden Symposium - Graphic Recording
byMicrosoft Österreich
 
PDF
تجهیزات بازرسی جوش
byAmin Dowlatshah
 
Digital Transformation "Book of Dreams"
byMicrosoft Österreich
 
Digital transformation in Manufacturing
byMicrosoft UK
 
Digital transformation at the Regional Innovation Board, October 2015
bySven Denecken
 
Dynamics Day 2016 - Digital transformation with Microsoft Dynamics 365
byEmpired
 
A Portfolio Strategy To Execute Digital Transformation
byCapgemini
 
Delivering Digital Transformation and Leveraging a Digital Platform
byCapgemini
 
Modernes Rechenzentrum - Future Decoded
byMicrosoft Österreich
 
Digitale Transformation: Technologie und Mensch - die nächsten 5 Jahre
byMicrosoft Österreich
 
The Six Pillars of Knowledge Economics
byCapgemini
 
AzureDay_Services
byGerardo Amaya
 
Becoming a Digital Business with Microsoft Services_ATCOM Next
byAtcom SA
 
Digital Transformation How to Reboot IT and Business Collaboration
byBizagi
 
Vincent Dupont, Microsoft: The Transformation to Digital Health
byMicrosoft Österreich
 
Enable Mobility and Improve Cost Efficiency within a Secure Ecosystem - S&T
byMicrosoft Österreich
 
Enable Mobility and Improve Cost Efficiency within a Secure Ecosystem - Futur...
byMicrosoft Österreich
 
Driving workforce enablement through it innovation - Microsoft Leading Digita...
byMicrosoft UK
 
Microsoft Trusted Cloud - Security Privacy & Control, Compliance, Transparency
byMicrosoft Österreich
 
Alt gegen Neu: Schrottprämie für gebrauchte mobile Devices
byMicrosoft Österreich
 
Microsoft: #DigitaleHelden Symposium - Graphic Recording
byMicrosoft Österreich
 
تجهیزات بازرسی جوش
byAmin Dowlatshah
 

Similar to Digital Transformation Book of Dreams v1

PPT
Go-to-Market in the Cloud Trends and Challenges
byLeahanne Hobson
 
PDF
Digital Transformation: Re-imagine from the outside In
byaccenture
 
PDF
Accenture digital transformation - re-imagine from the outside-in
byRick Bouter
 
PPTX
The Evolution of Digital Transformation
bySmart Insights
 
PDF
5 Steps to Apply Deloitte’s Customer Service Delivery Model in SaaS
byQuekelsBaro
 
PPTX
Digital transformation in the retail sector
bySean Donnelly BA MSc QFA
 
PPTX
It's Time for E-Commerce to Grow: Developing an E-commerce Strategy & Managin...
byrobusta
 
PDF
Going digital services
bySandeep Raut
 
PDF
Valtech introducing agile marketing - jump 2013 nyc - joacim jeppesen
byValtechUS
 
PDF
Elica - what can we do for you?
byElica bvba
 
PPTX
Digital transformation-It's not all about Digital Technologies
bypradeeppatelpmp
 
PPTX
Digital transfomation-it's not all about Digital Technologies
byPradeep Patel, PMP®
 
PDF
Digital Engagement_OmniChannels_Analytic
byRavinderen Nair
 
PPTX
Empowering Retail and Consumer Products
bySalvatore Coda
 
PPTX
Becoming A Digital Business
byKen Polotan
 
PDF
The Unified Digital Customer Experience
byAnthony DeLima
 
DOCX
Unified Customer Journey - much more than a digital experience
byanthonydelimaconsultant
 
PDF
Top-line Thoughts on Creating a Digital Organisation
byBolaji Okusaga
 
PPTX
Customer-Centric Retailing in Today's Cross-Channel World
byRaymark
 
PDF
Valtech - Introducing Agile Marketing - Jump 2013 NYC
byValtech
 
Go-to-Market in the Cloud Trends and Challenges
byLeahanne Hobson
 
Digital Transformation: Re-imagine from the outside In
byaccenture
 
Accenture digital transformation - re-imagine from the outside-in
byRick Bouter
 
The Evolution of Digital Transformation
bySmart Insights
 
5 Steps to Apply Deloitte’s Customer Service Delivery Model in SaaS
byQuekelsBaro
 
Digital transformation in the retail sector
bySean Donnelly BA MSc QFA
 
It's Time for E-Commerce to Grow: Developing an E-commerce Strategy & Managin...
byrobusta
 
Going digital services
bySandeep Raut
 
Valtech introducing agile marketing - jump 2013 nyc - joacim jeppesen
byValtechUS
 
Elica - what can we do for you?
byElica bvba
 
Digital transformation-It's not all about Digital Technologies
bypradeeppatelpmp
 
Digital transfomation-it's not all about Digital Technologies
byPradeep Patel, PMP®
 
Digital Engagement_OmniChannels_Analytic
byRavinderen Nair
 
Empowering Retail and Consumer Products
bySalvatore Coda
 
Becoming A Digital Business
byKen Polotan
 
The Unified Digital Customer Experience
byAnthony DeLima
 
Unified Customer Journey - much more than a digital experience
byanthonydelimaconsultant
 
Top-line Thoughts on Creating a Digital Organisation
byBolaji Okusaga
 
Customer-Centric Retailing in Today's Cross-Channel World
byRaymark
 
Valtech - Introducing Agile Marketing - Jump 2013 NYC
byValtech
 

Digital Transformation Book of Dreams v1

  • 1.
    Digital Business TransformationPatterns for a Mobile-First, Cloud-First World A Digital Advisory Team Production The Digital Transformation “Book of Dreams”
  • 2.
    2 “At Microsoft, we’reproud to partner with and empower all our customers around the world with the leading technology to seize the vast opportunities ahead.” – Satya Nadella
  • 3.
    Contents • Vision: Imagineif… • Business Drivers • Customer Experience Journey • Capability Map • Scenarios – Engage Your Customers – Empower Your Employees – Optimize Your Operations – Transform Your Products • Additional Resources For each scenario: • Scenario Chain • Scenario Narrative • Scenario Storyboard • Tech Storyboard • Business Dependency Network (BDN) • Value Touch Points • Value Realization Scorecard • Customer Story • Transformation Roadmap
  • 4.
    Imagine if… …you couldenable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime. …if your employees could efficiently collaborate to meet rapidly changing customer needs and desires. …you could broadly share information throughout the business, manage resources with agility, and better coordinate processes. …you could use many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.
  • 5.
    Vision for DigitalTransformation Imagine if you could… Keep up with your fast- moving customers, efficiently collaborating to anticipate and meet customer demands. Increase the flow of information across your entire business operations, better manage your resources, and keep your business processes synchronized across all boundaries. Expand the reach of your business using digital channels, anticipate customer needs, understand how your products are used, and quickly develop and improve products and services. Deliver personalized, rich, connected experiences in journeys your customers choose. Engage Your Customers Empower Your Employees Optimize Your Operations Transform Your Products
  • 6.
    Business Drivers forDigital Transformation Focus Areas for Key ExecutivesBusiness Drivers Business Benefits Improved marketing and sales effectiveness Increased market share Improved perceived services Improved speed to market Increase sales, customer acquisition, retention, and satisfaction Better predict potential buyer and new product outcomes Increase design and engineering productivity Identify and implement manufacturing efficiencies Improve production output and quality Increasing customer demand for personalized experiences Increased disruption from use of new business models Faster pace of customer and market change Increasing pressure to deliver more value at a lower cost Increasing pressure to manage complex supply chain Reduction in operating costs
  • 7.
    Digital Transformation CapabilityModel Engage Your Customers Optimize Your OperationsEmpower Your Employees Transform Your Products Research and ideation Product development Product Launch Data-driven supply chain and logistics Digital equipment management Intelligent process and quality control Digital talent management and development Employee mobility Productivity and collaboration Tech-enabled employee engagement Digital advertising and CLM Customer data management and analytics Online and mobile commerce Tech-enabled stores Omni-channel experience delivery Digitized front line and back office operations Customer service automation
  • 8.
    Capability Map Provide Strategy &Direction Market & Sell Products & Services Develop Products & Services Manage the Total Supply Chain Provide Customer Service Develop, Deploy, and Deliver the Customer Experience Collaborate with Customers to Design/Build Products Analyze Service Issues and Implement Process Improvements Measure and Report Service and product Quality Delivery Performance Assess Customer Satisfaction and Report Net Promoter Score Proactively Assure Product Satisfaction (Save Sales) Communicate with Customers via any communication channel Forecast Finished Goods and Raw Materials Plan Materials and Production Demand and Capacity Acquire Materials, Services, and Products Develop and Operate and/or Acquire Manufacturing Capacity Optimize Supply Chain Performance Assure Product and Service Quality Provide On-Site Assembly and Configuration Gather and analyze data to Identify Markets, Segment Customers, and Leverage the Customer Base Communicate the Brand Continually Adapt Product Packaging and Pricing Target Markets, Customers, and Segments and Execute Plans for Attraction, Acquisition, and Conversion Continually Assess Viability and Strategic Fit and Adapt the Development Portfolio Manage the Full Product Service Life Cycle Design and Prototype New Products Pilot New Products and Product Refinements Continually Improve Production Capacity and Performance Manage Iterative Release/Certification Processes Focus the Customer Value Proposition Collect, communicate, and Understand the Customer, Market, Competitive and Regulatory Environment Understand Customer Needs and Map to Strategic Direction Communicate and Manage to Goals and Measures Develop and Direct Risk Mitigation and Management Develop and Direct Lean/Continuous Improvement
  • 9.
    Eco System Internal organizationDistribution channelsSuppliers Partners API interfaces Include in company strategy as 2 ways (consume and expose) Include API into the product and service development considerations Explore opportunities Measure value Leverage a partnership eco-system Drive towards agile business strategy and business model Develop partner eco-system strategy Define the key topics (e.g. open innovations) Identify key strategies with clients Define the boundaries Agree on the reward and benefit sharing Measure value Agree on the omni-channel framework Define updated KPI Develop the integrated chain Measure value Agree on the business objectives and respective contributions Define the development models and benefit sharing Update the operational framework and objectives (interfaces) Refresh the supplier landscape Measure value Include consumer interactions Structure the organization to include the new approach Assess organization culture and implement management of change Assess skill and address gaps Update KPI, department and individual objectives to drive change Ensure continuity and coexistence of the two models 9 Include consumers interactions
  • 10.
    Digital Transformation Approach EngageYour Customers Empower Your Employees Optimize Your Operations Transform Your Products
  • 11.
    Engage Your Customers DigitalTransformation Book of Dreams
  • 12.
    Imagine if… …you couldenable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime.
  • 13.
    Pre-Purchase • Learning ofproducts and store • Researching product online • Talking to sales associates at store • Use smartphone while at store to learn more Purchase • Ordering online • Purchasing product in store • Arranging payment • Tracking shipment Post-Purchase • Receiving customer service • Resolving problems anywhere • Providing ideas to store and manufacturers • Sharing experience with others Customer Experience Journey Map Digital Hotspots ? Learn of store and products Browse products on portal Review product ratings Make purchase Visit store to pick up item Shop at store Receive personalized assistance At store, use phone to find more info Quickly checkout Leave with item, pick up elsewhere, or ship Encounter problem Contact customer Service Resolve problem at store or online Receive custom offers Discuss satisfaction Give feedback to retailer and manufacturers Consider next products to buy
  • 14.
    Pre-Purchase • Digital presencefor products and store awareness • Omni channel purchase • Multi channel distribution and interactivity Purchase • Omni channel, multi device solution for purchase • Customer support • Arranging payment • Tracking shipment Post-Purchase • Social network presence and management • Receiving customer service • Resolving problems anywhere • Continuoud the experience • Developing eco-system • Product life cycle and organisations interlocks Customer Experience Journey Map 14 Digital Hotspots Browse on web stores Make purchase Select the experience Start using Multi channel personalized experience Encounter problem or a question Contact customer Service or raise satisfaction issues on- line Resolve problem at store or online Learn of product and services via social media Explore solutions on line Monitor performance of product anywhere, anytime and use for product roadmap Research online about product and service Secure Loyalty through offers Find and consult with an expert online or at brick & mortar c Proactive identification and information of of issues Share experience and ratings Enhancement, repeat or new purchase, powered by eco-system
  • 15.
    Engage Your Customers EnterpriseScenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Increased market share Improved brand value Improved marketing effectiveness and ROI Improved product/service quality Improved speed to market/innovation Increased revenue via cross-sell/up-sell Increased customer satisfaction and loyalty Reduced time to create and deploy campaigns Improved collaboration with partners Competitive pressure Rapidly changing customer and market trends Changing business model and cost control Overabundance of choice for customers Increasing customer demand for personalized experiences Mobile-first world Eroding customer loyalty Increase customer acquisition, retention, satisfaction, and loyalty Develop new revenue opportunities throughout modern customer journey Increase marketing agility and time-to-market Improve customer connection and personalized experiences Improve and monitor impact and effectiveness of marketing Increase customer and marketing insights Engage Your Customers Optimize Your Operations Scenario Chain Transform Your Products Engage Your Customers Empower Your Employees Optimize Your Operations
  • 16.
    Engage Your Customers Understandand engage with customers to drive their buying decisions CMOCurrent State We have difficulty finding ways to maximize reach and deliver personalized experiences that resonate with our customers. Our customers are using more devices in more locations than ever before. Our lack of ongoing engagement with our customers is affecting their loyalty. We need to find interactive solutions that allow us to be a part of the moments that matter and modernize the customer experience. Desired Future State We engage with our customers in personalized and interactive ways, and deliver experiences and relevant content on any devices. We react to real-time insights about each customer. Our connection with each customer is inviting throughout the entire journey chosen by the customer We have the solutions to connect to customers in the moments that matter. We are always looking to… • Improve our marketing and sales effectiveness • Reduce the cost of gaining new customers and maintaining customer loyalty • Control our message in the market at all times and in all situations • Drive each customer to buy across a range of products through cross-selling and up-selling Scenario Narrative
  • 17.
    Engage Your Customers •Improved marketing, sales, and service effectiveness • Increased market share • Improved product and service quality • Improved brand and shareholder satisfaction • Improved speed to market Benefits • Personalized marketing created with help of social listening analytics • Evaluate device usage to identify new marketing opportunities • Using customer analytics to connect customers with the most pertinent products and services • Personalizing mobile marketing Start • Restrict listening to only brand and not beyond (Competitors) • Restrict sharing sentiment analysis data throughout the organization Stop • Perform customer and market intelligence analysis • Develop and manage social media channels • Develop and manage promotional activities Continue Top-line Impact Enhance and improve customer engagement and generate ongoing revenue with personalized, interactive experiences throughout a customer’s chosen journey. Understand product use, customer sentiment, and brand perception. Gain insight into customer preferences. Market across multiple channels. Move customers through the decision journeyMarket and sell products Conduct responsive, agile and effective campaigns Increase sales Offer desirable services Engage customers Customer 360 degree view Personalized experience Services to devices Telemetry, social, and market data Develop new offers Target marketing Adapt Campaigns Mass media Social media The web Devices Multiple channels Solution Storyboard
  • 18.
    Engage Your Customers SalesCampaigns Contextual Offers (proximity, events, etc.) Sales, Marketing & Support Social Media Customer & Campaign Insights Conversational AI Sales and Support Next Best Offers Consistent Consumer Experience at every touchpoint Up/Cross Sell, Next Best Product, Service Videos of Products & Services Product Information More Personal Computing Customer Windows 10 Cortana In-Store Online (web, chat) Devices Digital Signage/ Kiosk Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerApps Cognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Sharepoint Personalized Sales & Support Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStorm Azure SQL DB Notification Hubs Microsoft Social Engagement Technology Storyboard
  • 19.
    Engage Your Customers Benefits Enabling Changes Business Changes Investment Objectives BusinessDrivers Enabling Technologies Data Management Social Computing Customer Relationship Management Business Intelligence Mobile Computing Media Services Web Site Automation Application Instrumentation Predictive and Prescriptive Analytics Integration of customer data into a cohesive view Develop relevant insights with real-time account data, news, social activity and connections Beacon and geographic based customer targeting Segment customers Marketing Web site creation and management Create engaging content and apps Create personalized offers from customer demographic insights Create proximity centric offers created based on customer location Track and optimize campaign effectiveness using machine learning Collaborate and coordinate with partners more effectively Create and deploy marketing campaign materials faster Increased revenue via up-sell and cross sell New Customer Acquisition Increased Customer Satisfaction, Trust, and Loyalty Faster Time to Impact Increased profit margin from higher value services Lower cost to advertise Improve Customer Experiences through Digital Marketing Improve marketing productivity Increase customer and marketing insights Increasing customer demand for exceptional experiences Increased Customer Churn Increasing competitive pressure Decreases in market and wallet share Increasing time-to- market pressure Increasing competitive use of technology Increased customer demand for personalization Benefits Dependency Network
  • 20.
    Engage Your Customers Valuefor Customers Value for Business Leaders Value for IT Leaders Strategic • Personalized solutions to meet each customer’s needs and desires. • Increased respect and relevance to the company leading to preferential treatment (loyalty programs) • Increased understanding of customer’s wants and needs • Increased brand recognition and recall • Increased customer engagement and loyalty • Increase technology innovations • Amplify the customer experience • Improve channel integration Time to Value • Geographic based offers provides awareness to customer and timeliness • Reduced time researching • Reduced time to sales conversion • Reduced time to increase customer awareness • Reduced time for offer/pricing experiment results • Rapid offer experimentation to test ideas. • Reduced time to gather, transform and process customer data • Reduced time to create, manage and deploy campaign sites Increase Revenue • Increased cross-sell/up-sell • Increased customer wallet share • Increased geographic proximity sale • Acquisition of new customers Decrease Cost • Loyalty based discounts • Improve satisfaction levels • Reduced capital expense • Reduced customer acquisition costs • Reduce cost of data analytics • Reduce cost of data acquisition, storage, and management • Reduced cost of creating, managing and deploying campaign sites Decrease Risk • Understanding what’s available with lower personal expense and avoiding a purchase made without full knowledge (i.e. research, etc.) • Reduced failure of new product and service offerings by leveraging insights about customer preferences • Increased automation, less risk for process failures Value Touchpoints
  • 21.
    Engage Your Customers Continuouslymanaging & measuring clear value levers, success factors, and performance measures Employee • Better brand expression • Increased ROI & impact • Deeper connection with customers • Increased job satisfaction • Increased Revenue & ROI • Lower Churn (Higher Loyalty) • Increased Satisfaction (Net Promoter Score, Fan Score, etc.) Operations • Reduced customer complaints • Simplified processes Customer • Richer and more engaging experiences • Better solutions to meet each customer’s needs and desires. • Increased awareness of new relevant products and services • Improved and consistent channel experience Engage Your Customers Business Outcomes/Results Value Realization Scorecard
  • 22.
    Engage Your Customers Phase2: Gain Insight • Determine customer journey and needs • Model and analyse data for customer patterns and insights • Collaborative and shared workspaces • Azure ML • Dynamics CRM • PowerBI • Office365 • ETL • Data Management • Data rationalization • Big Data • PowerBI Phase 1: Shared 360 degree view of customer • Gather internal and external data about customers from all marketing channels and partners • Enable gathering, storage, transforming, and distributing of Big Data • Provide a centralized data warehouse and accompanying data marts that aggregate data from systems across the enterprise for reporting and analysis purposes Time Value IT Projects Phase 3: Enable predictive experiences and offers • Predictive modelling for customers preferences and desires • Real-time business and customer analytics, predictive models • Customer specific offers driven by customer insights • Prescriptive analytics • Create engaging experiences and media • Azure ML • Data Modelling • Big Data • Universal Application • Azure Media Services • Better understand and serve customers • Improve business insight and workflow • Increase sales • Improve customer experience • Improved employee collaboration • Raise customer satisfaction • Reduce operating costs • Improved Up/Cross Sell • Improved Customer/Fan Satisfaction • Improved Market/Wallet Share • Reduced Customer Churn Business Benefits Roadmap
  • 23.
    Challenge Create a moreimmersive car- buying experience to help customers choose and configure a vehicle. Differentiate the Volvo brand, highlight innovation, and keep up with customer expectations. Strategy Volvo is using Microsoft HoloLens to create an augmented reality interface for customers, helping them learn about and configure cars in three dimensions. HoloLens enables customers to digitally interact with their automobiles in more immersive experiences. Results • Build reputation as an innovative and customer- focused company • Increased customer satisfaction • Increased sales, upsell and cross-sell • Fast time-to-market for more immersive experiences “Volvo is really a human-centric company, that’s the core focus of everything we’ve done in terms of the products we develop, but also in the way we interact with our customers.” – Bjorn Annvall SVP Marketing, Sales, & Services Engage Your Customers Customer Volvo Country Sweden Technology •Windows 10 •HoloLens Volvo Volvo is reimagining the car-buying experience Customer Story
  • 24.
    Challenge Engage with fansin more personal ways. Increase revenue, customize marketing initiatives, and reinforce the club’s leadership position in the worldwide sports industry. Strategy Implement a comprehensive platform-as-a-service solution to provide personalized fan experiences through: • Fan engagement platform • Extended video platform • Consumer App • Telemetry and Data Analysis Results • Engaging one-on-one with millions of fans • Awareness and analysis of fan behavior • Near-real-time marketing campaigns • Transparent fan interactions with content and advertising “Using the Microsoft Cloud, we are building a way of understanding who our fans are, where they are, and what they want from us.” – José Ángel Sánchez, CEO, Real Madrid C.F. Engage Your Customers Customer Real Madrid C.F. Country Spain Technology •Microsoft Azure •Microsoft Dynamics CRM Online •Microsoft Dynamics Marketing •Microsoft Visual Studio Online •Office 365 Real Madrid C.F. Improve fan engagement and experience Customer Story
  • 25.
    Challenge Provide personalized customer service. Enableagile operations, applying best practices from one branch to all. Differentiate services and brand. Strategy Use Microsoft Dynamics CRM, Office 365, and Microsoft Azure capabilities to provide tools to employees for identifying and responding to problems before they affect the customer relationship. Enable employees to connect with experts and a vast knowledge base of answers. Results • Reduced customer wait times • Improved consistency with every customer interaction • Streamlined systems create more time for customers • Ongoing connection with customers “We’ve embraced the software of a company that helps us treat people like people — Office 365, [Microsoft Dynamics] CRM, and Yammer from Microsoft. With the technology working for us, we can focus on the really important stuff.” — Paul Marriott-Clarke Commercial Director Metro Bank Engage Your Customers Customer Metro Bank Country United Kingdom Technology •Microsoft Dynamics CRM Online •Microsoft Dynamics Marketing •Microsoft Lync Server •Microsoft SharePoint •Microsoft Social Engagement •Office 365 •Yammer Metro Bank Leveraging technology to give people what they want Customer Story
  • 26.
    Challenge Deliver more timely, meaningful,and efficient service to customers. Help store personnel be more active on the floor. Provide mobile point-of-sale in store. Strategy Provide point-of-sale functionality to thousands of terminals and devices. Streamline supply, warehouse, and delivery of products to the franchise network. Enhance in store experiences for customers and employees Results • Enhanced customer service • Seamless shopping experience • Reduce waiting times • Platform for the future ”As a franchiser, we’re responsive to the demands of our customers as well as our stores. Microsoft Dynamics for Retail offers the flexibility and the technology to meet those demands.” – Alain Boudreault Vice President and Chief Information Officer Engage Your Customers Customer Jean Coutu Country Canada Technology •Microsoft Dynamics CRM Online for Retail Jean Coutu Provide streamlined, personalized, responsive service to customers on any channel Customer Story
  • 27.
    Engage Your Customers Products •Media Services • Power BI • Microsoft Social Engagement • Skype • Dynamics Marketing • Office 365 • CRM Online • Azure Storage • Azure SQL DB • HDInsight • Azure Machine Learning Products at a Glance
  • 28.
    Empower Your Employees DigitalTransformation Book of Dreams
  • 29.
    Imagine if… …your employeescould efficiently collaborate to meet rapidly changing customer needs and desires.
  • 30.
    Empower Your Employees EnterpriseScenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Improved product/service quality Improved ROI of IT projects, Improved speed to market/innovation Increased satisfaction of stakeholders ( BU Heads) Lower TCO for IT Accurate business reports and forecasts Reduced IT security threats Reduced time to create and deploy IT solutions Improved collaboration with employees Rapidly changing customer and market trends Market pressure Changing business model and cost control Too many IT options Increasing stakeholders/ customer demand for personalized experiences Actionable information required right now Mobile first world Improve Enterprise Agility to changing demands of business and market Develop new revenue opportunities Increase collaboration among employees Improve & simplify internal business processes Make organization more secure Increase customer and marketing insights Empower Your Employees Engage Your Customers Optimize Your Operations Scenario Chain Transform Your Products Engage Your Customers Optimize Your Operations
  • 31.
    Empower Your Employees 31 CIOCurrentState Our employees and teams have difficulty when collaborating on projects, making decisions, and planning work. We are unable to easily make use of the special skills and knowledge spread throughout our company. We have many isolated solutions that are not integrated in ways that support sharing information or moving our business forward. Desired Future State Our employees have the information and insight they need to optimize operations, provide excellent customer service, and increase our sales. We share our knowledge and quickly respond to business needs. We have optimized our workflows, marketing, and customer service using analytical tools and AI capabilities that provide us timely insight. The quality of our interactions with customers inspires trust and loyalty, and often results in additional sales. We are always looking to… • Improve our time to market, customer service, and business operations • Improve productivity of our employees • Provide the tools and insight employees need to make better decisions • Rapidly and collaboratively respond to business needs Making employees more productive, efficient, and satisfied Scenario Narrative
  • 32.
    Organize work Evaluate,collaborate, plan Empower Your Employees Solution Storyboard • Faster time to impact • Improved productivity • Improved marketing agility and efficiency • Increase cross-sell / up-sell Benefits • Supporting smoother workflows and real-time collaboration • Enabling employees to work from anywhere, anytime • Providing employees with deeper customer insight and market awareness • Personalizing messages and offers Start • Spending so much time pulling together information • Losing sales opportunities from being unaware of customer needs • Long cycles for development and review of marketing materials Stop • Improving the customer experience • Winning and retaining customers • Improving our brand as an innovative and customer-centric company Continue Top-line Impact Rapidly and collaboratively respond to marketing insight to keep up with customers and deliver personalized, impactful, and effective messages. Teams can easily communicate and collaborate with retailers, agencies, manufacturers, and departments throughout the company. Using secure global access and private social networks, teams can share ideas and materials in real-time to develop modern campaigns, including automation, content tracking, and social marketing. Take action Gain insight from customer and market analysis Appointments Tasks Files Phone calls Organize work, schedule, priorities Share Talk Virtual Meeting Space Collaborate with other departments, manufacturers, retailers, and agencies Communicate Refine campaigns, develop new products, shift investments Solution Storyboard
  • 33.
    Empower Your Employees TechnologyStoryboard Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerApps Cognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Sharepoint Knowledge Capture & Sharing Conversational AI Productivity Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry Customers Partners Field Workforce Secure remote information usage, authoring & sharing Remote collaboration with employees & customers Status & Work Tracking Buildings, Plants & Equipment Product Usage Field Observations Peers More Personal Computing Microsoft Social Engagement Data Insights Employee Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens
  • 34.
    Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Data Management ProductivityTools Internet of Things Mobile Computing Predictive and Prescriptive Analytics Culture of mobility and productivity ‘Outside in’ Thinking Culture of ‘Growth Mindset’ Leverage the best resources available anywhere Innovate based on customer and market insight Track and optimize business effectiveness More effectively collaborate with employees, customers and partners Be more agile in business processes Reduced time to market for products and services Reduced cost of operations Increased pace and culture of innovation Increased up/cross sell Improved productivity Agile Practices Drive operational decisions based on information Social Computing Improve quality of products and service Increasing demand for personalized experiences Increased Customer Churn Increasing competitive pressure Increasing time-to-market pressure Increasing competitive use of technology Increase customer satisfaction, and loyalty Create new digital experiences for customers Decreasing market and wallet share Ability to anticipate organizational needs Increase the agility and speed of innovation Using telemetry for decision making and product development Recruiting, motivating, and retaining employees Empower Your Employees Benefits Dependency Network
  • 35.
    Value for CustomersValue for Business Leaders Value for IT Leaders Strategic • Increased customer satisfaction. • Ability to engage with the company anywhere at anytime • Improved responsiveness of interaction • Improved quality of interactions and products/services • Improved culture of productivity and innovation • Happier and more engaged workforce • Increased market relevance • Increased knowledge sharing across product development teams • Increased employee satisfaction to support increased customer satisfaction • Increase technology innovations • Improve channel integration Time to Value • Faster resolution of questions and issues • Faster awareness of new offers • Faster launches of new products • Faster exchange of ideas • Faster experimentation with new ideas • Increase agility in responding to new business needs (cloud time) • Automation reduces time to market • Movement from traditional waterfall IT development to agile delivery models Increase Revenue • Increased market and wallet share • Revenue from “first to market” and “best in class” products and services via increased innovation Decrease Cost • Better ROI on new products • Reduced cost of product development • Reduce customer acquisition costs • Optimized connectivity costs • Reduced cost for information management Decrease Risk • Reduce risk of failure for new product/service Empower Your Employees Value Touchpoints
  • 36.
    Empower Your Employees Continuouslymanaging & measuring clear value levers, success factors, and performance measures Employee • Faster time to market • Reduced effort • Reduced rework • Increased collaboration • Increased job satisfaction • Increased employee productivity and effectiveness • Increased pace of innovation and agility • Measurable impact and insight Operations • Decreased risk of errors or delays • Faster and more accurate response to issues Customer • Timeliness of information about products, services and offers Empower Your Employees Business Outcomes/Results Value Realization Scorecard
  • 37.
    Empower Your Employees Phase2: Mobile, agile product development productivity • Use data from in-market products, social networks, and analytics to uncover new opportunities and roadmap commitments. • Enable a leaner product development organization. • Address customer’s needs and wants into current and future designs. Phase 1: Connected people, teams, and products • Enable seamless idea sharing and collaborative development irrespective of location and time zone • Enable productivity across functional teams, geographical boundaries, and supplier organizations • Connect devices to IT systems as the first step Time Value Phase 3: Apply analytics • Gain insights from product sentiment and market trends • Support decision making, planning, product design, and customer connection. • Additive Manufacturing • Advanced Analytics • Design Computing in the Cloud • Collaboration and Communication • Embed IOT connectivity in target facilities/processes • Enhanced market insight into ideation • Accelerated innovation • Increased revenue from innovative “first to market” products • Increased employee productivity • Increase in knowledge sharing • Increased employee satisfaction • Increased return on innovation investment • Reduced cost of product development • Social Analytics • Telematics • Big Data IT ProjectsBusiness Benefits Journey Roadmap
  • 38.
    Challenge Provide customers the equipment,processes and tools to optimize operations. Enhance capacity to work in partnership with customers and suppliers. Continue distinguishing company for its cutting edge technology and constant innovation. Strategy Create a company collaboration network that facilitates the management of factories and manufacturing plants through the collection, exchange, distribution and use of ordered information. The solution, called “Easy Life,” brings together Fameccanica’s technologies, Microsoft Azure cloud services, and Office 365. Results • Improved awareness of machine performance and plant operations • Timely collaboration anytime, anywhere • Improved knowledge sharing and access to expertise “Volvo is really a human-centric company, that’s the core focus of everything we’ve done in terms of the products we develop, but also in the way we interact with our customers.” – Bjorn Annvall SVP Marketing, Sales, & Services Empower Your Employees Customer Fameccanica Country Italy Technology •Microsoft Azure Cloud Services •Office 365 Fameccanica Transforming collaboration, knowledge sharing, and plant management. Customer Story
  • 39.
    Challenge To support thespeed and agility necessary for international marketing and product launches. To keep the innovation pipeline filled for products in different markets. Enable easy communication and collaboration among research and development, packaging, the supply chain, and marketing teams. Strategy Using Azure, Henkel brings employees, data, and partners together by enabling collaboration from nearly any location and device. With Microsoft Office 365, employees have a modern productivity solution, and brand managers can work across borders and departments, as well as with outside agencies. Results • Improved communication and decision making throughout the company • Improved collaboration between R&D, purchasing, packaging, marketing, and finance • Reduced time to bring a product from initial idea to market “We have improved our way of working by using Office 365 to simplify communications and collaboration. And even the time we need to bring a product from the first idea to market can potentially be reduced.” – Clemence Alberti Junior Brand Manager for Body Care Henkel Empower Your Employees Customer Henkel Country Germany Technology •Microsoft Azure Cloud Services •Microsoft Office 365 Henkel Volvo is reimagining the car-buying experience Customer Story
  • 40.
    Challenge United Breweries neededto better connect experts and enable knowledge sharing throughout a large and complex manufacturing network. Strategy United Breweries deployed Microsoft Office 365 applications, including SharePoint and Lync, as well as a social networking platform to support knowledge capture, sharing and collaboration. Results • A forum to unite a far- flung, multilingual workforce • New ways to tap into collective wisdom • Increased productivity • Agile adaptation to business challenges • A network for growth ”We’re growing so rapidly that for us to be able to provide a common feel for the United Breweries brand and a consistent experience for employees throughout their lifecycle in our organization, we need a powerful and engaging communications platform.” – Manmohan S Kalsy Executive Vice President of Human Resources Empower Your Employees Customer United Breweries Limited Country India Technology •Microsoft Azure Cloud Services •Microsoft Office 365 •Microsoft SharePoint •Microsoft Lync United Breweries Limited Brewing up success with an enterprise social network Customer Story
  • 41.
    Challenge Create a knowledge managementsystem for exploration and production to gather, store, and share expertise on a global scale. Strategy Eni overhauled its legacy platform in the Exploration & Production division, migrated all its previous documents and information repositories, deployed collaboration and sharing solutions, and created new and improved knowledge management procedures. Results • Created an environment that maximizes knowledge creation, sharing, capture, and collaboration • Enhanced information accessibility throughout the entire knowledge management life cycle • Supports approval and validation processes for structured knowledge “The tacit knowledge of people, the result of their experiences, is the factor which most often allows for the resolution of problems deriving from a multiplicity of uncontrollable variables affecting our processes.” – Luigi Salvador Chief Knowledge Officer Eni Exploration and Production Empower Your Employees Customer Eni S.p.A. Country Italy Technology •Microsoft Azure Cloud Services •Office 365 •SharePoint •Lync Eni S.p.A. Enhancing accessibility of knowledge and ease of collaboration Customer Story
  • 42.
    Empower Your Employees Products •CRM Online • SharePoint • Skype • Dynamics AX • Azure Files • Stream Analytics • HD Storm • Azure Storage • Azure SQL DB • Data Factory • HD Insight • Azure Machine Learning • Power BI Products at a Glance
  • 43.
    Optimize Your Operations DigitalTransformation Book of Dreams
  • 44.
    Imagine if… …you couldbroadly share information throughout the business, manage resources with agility, and better coordinate processes.
  • 45.
    Optimize Your Operations EnterpriseScenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Optimize Your Operations Resource Management Safety and Compliance Improved productivity Operational excellence Customer Satisfaction & Reliability Market relevant products Achieve Sustainable advantage and growth Economic Slowdown in developed economies Increasing costs Customers demand differentiation Growth in emerging markets Scarcity of skilled labor Stricter Regulations Production loss avoidance Reduction of inventory cost Operations cost optimization Expert advice to remote locations Increased revenue through relevant and differentiated products Avoid unexpected malfunction Proactive resource planning Supply chain optimization and cost reduction Improve product longevity Better utilization of equipment and workforce Agile workforce with better mobility Real-time updates for equipment Engage Your Customers Scenario Chain Transform Your Products Engage Your Customers Empower Your Employees
  • 46.
    Optimize Your Operations OperationsManagerCurrent State Our supply chain is constantly evolving and currently fragmented. There is lack of coordination between the shop floor and the warehouse on inventory levels, orders booked, goods in transit. We don’t have strong integration within our supply chains to speed up processes and make operations leaner. When equipment problems arise, production drops, shipping is affected, and our storage facilities are not optimally stocked. Desired Future State By modernizing our manufacturing systems, collaboration platforms, and interconnecting devices, we have increased the flow of information across our entire business operations, and enhanced our interaction with partners. Our business processes are always synchronized, and can even anticipate trends by examining historical data about production and distribution. We can track and trace the full supply chain path of our products, collaborating in real time across multiple sites and the entire supply chain. When necessary, we can realign the efforts of the entire manufacturing ecosystem and manage our resources with agility. I am always looking to… • Know supply chain, inventory, and production status along our manufacturing chain • Provide all participants in the manufacturing and supply chain timely information when and where they need it • Quickly respond to bottlenecks or breaks in our processes • Identify current production problems and anticipate future challenges Optimize operations and reduce costs Scenario Narrative
  • 47.
    Optimize Your Operations Automationsuppliers and OEM manufacturingManufacturing in the value chain Reduce waste and increase parts availability <> • Reduce unplanned downtime • Reduce maintenance costs (T&E, on site supplier contracts, labor, inventory) • Improve equipment longevity • Improve employee skill and satisfaction Benefits • Empower maintenance crew to make decisions • Share same views with operators, technicians and manufacturing managers • Machine data driven maintenance Start • Schedule regular maintenance • React to breakdowns : be data proactive • Exclude all but maintenance techs • “Black Box” mindset Stop • Grow expertise within • Decentralized maintenance approach • Empower operators and in house techs • Share data with all involved Continue Manufacturing Management and Suppliers Automation Suppliers Production ScheduleMaintenance Schedule Real Time connection to manufacturing management, suppliers, and maintenance crew Productivity Up Modern Automation Sensors Telemetry Maintenance Crew Maintenance Planning Automation Suppliers Manufacturing Management Shared View Across Value Chain Cost Down Satisfied Employees Optimized Scheduling Maintenance Crew Legacy IOTApplications IP capable devices Low power devices Sensors Telemetry Legacy Automation Solution Storyboard
  • 48.
    Optimize Your Operations TechnologyStoryboard More Personal Computing Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerAppsCognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Buildings, Plants & Equipment Product Usage Field Observations Supply Chain Supplier Supplier Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry Customer Service Sales Product Design W10 Cortana Rep Online Devices Signage Customers Microsoft Social Engagement Manager Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens
  • 49.
    Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Internet ofThings Machine Learning Cloud services Advanced Analytics Enterprise Mobility/ Mobility solutions Communication and Collaboration Increase instrumentation and monitoring Collect, Store and analyse data from sensors on equipment and smart devices Develop Omni-channel communication and collaboration among field operators, Service providers and experts Connect multiple plants and aggregate operational data Build Data Science or Analytics COE Global dashboards for real time manufacturing monitoring and response Priority focus on safety and regulation Proactive service collaboration across plant facilities, partners and vendors for faster response to issues Collect, analyse and monitor risk reporting and performance metrics Richer collaboration amongst various stakeholders Production loss avoidance Reduction of inventory cost Improved health and safety Operations cost optimization Proactive resource planning Better utilization of equipment Improved Knowledge sharing Agile workforce with better mobility Global Visibility of All Facilities Optimize production equipment Operational excellence Improved Safety and Compliance Improved Knowledge Sharing and Transfer Improved Productivity and resource management Economic Slowdown in developed economies Complex Network of Global Facilities Pressure to lower costs through manufacturing process efficiencies Volatile energy Costs Increasing safety regulations Scarcity of skilled labor Increased pressure to manage complex supply chain Stricter Regulations Optimize Your Operations Benefits Dependency Network
  • 50.
    Optimize Your Operations Valuefor Customers Value for Business Leaders Value for IT Leaders Strategic • Better expectations for product delivery and quality • High quality autonomous products • Global oversight of manufacturing operations • Predict and adapt to changing supply, labor and manufacturing availability • Streamline inventory and warehouse management operations • Selling insights to partners and competitors • Better analytic capability • Allow sustainable and robust connection to partners across boundaries • Migration from costly legacy systems to pay per use cloud systems Time to Value • On-time delivery • Faster problem identification • Faster time to resolution Increase Revenue • Revenue from new customers • Revenue from repeat customers • Revenue from better brand positioning • Selling insights to partners and competitors • Better utilization of manufacturing capability Decrease Cost • Reduction in manufacturing defects in products • Avoid unplanned downtime and outage costs • Reduction in facilities management costs • Reduction in field operations costs • Reduction in maintenance costs • Reduction in cancelled orders • Reduced cost of operations • Reduced cost of information sharing Decrease Risk • Reduce risk of delivery failure, lack of product or service outage • Global operational view supports identifying problems before they escalate Option value • Trust in service Value Touchpoints
  • 51.
    Optimize Your Operations Continuouslymanaging & measuring clear value levers, success factors, and performance measures • Increase sales and contribution margin • Reduced maintenance costs • Reduced inventory investment • Improved resource management Optimize Your Operations Business Outcomes/Results Innovation • Monetization of data about usage and uptime Customer • Product availability • Lost sales • Lead time to order • Higher Customer Satisfaction Employee • Increased job satisfaction • Better training, knowledge management, mobility, and collaboration • Scheduling efficiency Brand • Increased brand awareness • Increased brand value • Improved brand image Value Realization Scorecard
  • 52.
    Optimize Your Operations •Dashboard and visualization • Analytics & Business Intelligence • Reporting and Dashboard • Cloud design • Mobile deployment • Unified communications and messaging • Identity and access management • Embed IOT connectivity in target equipments • Media sharing and virtual presence • Reduce T&E • Reduce training and certification costs Value IT Projects • Dashboard optimization • Big data • Advanced Analytics • Reduce unplanned downtime • Reduce data modelling costs • Reduce IT hosting and storage infrastructure costs Business Benefits • Lower cost of maintenance • Eliminate expensive 3rd party contracts • Impart technical ability to workforce Time Phase 2: Integrate telemetry and telecommunication • Identify applicable analytics capabilities and tools • Enable machine learning and IOT integration • Integrate legacy and modern automation, telemetry and machine learning in unified reporting and dashboard services Phase 1: Establish Omni-channel communication with Customers, Service providers and equipment manufacturers • Enable mobility and access rights, with media content and communication solution • Embed IOT connectivity in target equipment • Promote culture of remote interaction and decentralised control Phase 3: Optimize and Enhance analytics and mobility capabilities • Continuously improve collaboration by imparting mobility and advanced analytics capabilities • Decentralize controls Journey Roadmap
  • 53.
    Challenge Give employees anew view into trends and insights, and tools to act on them more effectively. Enable care teams to coordinate care for individuals and communities. Create a foundation for a proactive health system that keeps people healthy, improves care, and reduces admissions. Strategy Dartmouth Hitchcock created a cloud-based system in which nurses and health coaches track and respond to an individual’s health status in real time. The system is built on Microsoft technology for machine learning, big data storage and processing, and perceptual intelligence, including Cortana Analytics. Results • Increased provider productivity • Improved patient outcomes • Patient satisfaction • Reduced costs “With Cortana Analytics Suite and Microsoft Dynamics, we’re transforming the way health care is delivered today, improving patient outcomes, reducing costs, and offering an unprecedented level of personalized care.” – Ethan M. Berke, MD, MPH Medical Director, Clinical Design and Innovation Optimize Your Operations Customer Dartmouth Hitchcock Country United States Technology •Microsoft Azure Cloud Services •Microsoft Cortana Analytics Suite •Microsoft Dynamics CRM •Microsoft PowerBI Dartmouth Hitchcock Revolutionizing health care with personalized care and provider collaboration Customer Story
  • 54.
    Challenge Fujitsu needed tooptimize processing by both machines and humans in a way that could enable managers, engineers and scientists to improve product quality, streamline systems, and enhance functionality while reducing costs. Strategy Fujitsu brought together its Eco-Management Dashboard and IoT/M2M platform with Microsoft Azure Cloud Services and Windows tablets to enable managers, engineers and scientists to simultaneously manage product quality, process efficiency, and equipment performance. Results • Operational excellence • Reduced energy costs • Higher quality products • Enhanced functionality • Increased productivity ”Leveraging the Fujitsu Eco-Management Dashboard solution alongside Microsoft Azure and the Fujitsu IoT/M2M platform, we are able to deliver real-time visualization of the engineering process for big data analytics to improve the entire production process and inform decision-making” – Hiroyuki Sakai Corporate Executive Officer, Executive Vice President Head of Global Marketing Optimize Your Operations Customer Fujitsu Country Japan Technology Hybrid Cloud: •Microsoft Azure Cloud Services •Microsoft Dynamics CRM Microsoft Exchange •Microsoft Lync Fujitsu Bringing innovative operational excellence to manufacturing Customer Story
  • 55.
    Challenge To help customersreduce water usage, Ecolab must capture and analyze real-time information from thousands of sensors in thousands of plants around the world. As Ecolab grows their business, they need a way to deliver water management solutions on a much larger scale and at a much deeper level, and to demonstrate value to customers. Strategy Using the Microsoft Azure cloud computing platform and advanced analytical capabilities, Ecolab helps customers improve production processes and better understand value. Ecolab employees around the world use Microsoft productivity tools to collaborate and take action based on insight, and support field activities. Results • Reduced water usage by customers • Improved insight about customer processes and performance • Improved customer engagement and guidance • Scalability to meet growing business needs “Suddenly, complexity and size are no longer barriers…We can now harness the power of this platform to serve many more customers, measuring many more flows at many more plants than we could even conceive of in the past.” – Christophe Beck President, Nalco Water, an Ecolab company Optimize Your Operations Customer Ecolab Country United States Technology •Microsoft Azure Storage, IoT Suite, Machine Learning •Microsoft PowerBI •Microsoft Dynamics CRM Online •Microsoft Office 365 Ecolab Helping worldwide industries tackle water scarcity Customer Story
  • 56.
    Challenge Saudi Airlines neededa consolidated approach to critical business information spanning multiple systems across functions, an integrated view across operations, and enhanced business intelligence. Strategy Create a Microsoft Azure- based solution to provide real-time, self-service insight and enable executives to make more timely business decisions. Results • Increased operational efficiencies by 2% • Enabled self-service insights for executives with intuitive reports and dashboards • Anticipated millions in savings “To Saudi, the new BI solution is like turning on the headlights of a car on a curvy, dark road.” – Mohammed Albakri CIO, CFO Saudi Airlines Optimize Your Operations Customer Saudi Airlines Country Saudi Arabia Technology •Microsoft Azure Cloud Services •Microsoft SharePoint •Microsoft Office 365 •Microsoft PowerBI Saudi Airlines Saudi introduces self-service insights solution to increase operational efficiencies Customer Story
  • 57.
    Optimize Your Operations Products •Skype • Office365 • SharePoint • HD Storm • HD Insight • Azure Machine Learning • Microsoft Social Engagement • Stream Analytics • Azure SQL DB • Azure Storage • Dynamics AX Products at a Glance
  • 58.
    Transform Your Products DigitalTransformation Book of Dreams
  • 59.
    Product Transformation Approach PeopleExperiences Design Thinking Inclusive Design Customer • Get Oriented • Frame • Ideate • Prototype • Optimize Inclusive Design Method & Thinking Telemetry Gather Data Data • App Telemetry • Sensor Telemetry • People Telemetry • Business Telemetry App Insights Azure IoT Band & Windows Visualization Understand Knowledge • Prototype & test • Visualize Data • Context from usage data • Feedback Power BI Microsoft Graph Analyze Gain Insight Insight • Understand User Needs • Understand Product Use • Predict future failures Cortana Intelligence Delve Analytics Action Innovate Productive Use • Recommend Knowledge • Provide Context • Pre-empt future needs • Act on behalf Personal Assistant Bots Cognitive Services
  • 60.
    Business Model InnovationFrame What are your goals? Where’s the impact? What should change? Can we increase demand? • Serve a different set of customers (convert the non-customers) • Create new Value Propositions for customers (pains/gains) • Improve sales and marketing (improve the brand) • Understand better what’s missing in the market (find the whitespace) • Improve the quality of existing products Customer Experience Transformation Digital Optimization & Efficiency Can we deliver cheaper or more efficiently? • Improve supplier effectiveness • Improve operational efficiency • Improve employee productivity Value Prop Customer Segments Channels Products & Services Revenue Streams Value Chain Business Impact Frame • Strategic Alignment • Business process change • Modernize architect (enable agile, etc.) • Direct payback • Reduce Risk IT Value Frame • Accelerate time to market • Increase Coverage • Recession proofing • More agility • Reduce Unit Cost  Revenue  Quality  Cost  Risk T (Accelerate Business) 1 2 3
  • 61.
    Imagine if… …you coulduse many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.
  • 62.
    Transform Your Products EnterpriseScenarios Mapped to Benefits Key Benefits Investment Objectives [Strategic Options] Scenarios [Tactical Business Changes] Business Drivers [Business environment] Transform Your Products Field Crew Efficiency Safety and Compliance Improved productivity Operational excellence Customer Satisfaction & Reliability Market relevant products Achieve Sustainable advantage and growth Economic Slowdown in developed economies Increasing costs Customers demand differentiation Growth in emerging markets Scarcity of skilled labor Stricter Regulations Production loss avoidance Reduction of inventory cost Reduced time to market Expert advice to remote locations Increased revenue through relevant and differentiated products Avoid unexpected malfunction Proactive resource planning Supply chain optimization and cost reduction Improve product longevity Better utilization of equipment Agile workforce with better mobility Real-time updates for equipment Scenario Chain Engage Your Customers Empower Your Employees Optimize Your Operations
  • 63.
    Transform Your Products Provideprofitable services to customers, upgrade devices, and identify new offerings CEOCurrent State We’re not able to create personal connections with our customers, and we have difficulty serving our customers segments anywhere, anytime. We are earning less from our product sales and need to create new sources of revenue. We don’t have a good understanding of how our customers use our products or what services they need. We have long cycles for product development and we frequently have cost overruns. Desired Future State We have an on-going, personal connection with our customers, and provide them with personalized experiences. We keep up with our customers’ needs and desires, understand how they use our products, and anticipate their needs. We quickly develop products and services that fit our customers’ lifestyles and interests. We are expanding the reach of our business and targeting new customer segments. We are always looking to… • Generate increasing revenue • Develop products and services that fit our customers • Create personalized experiences for our customers • Enlarge our customer base Scenario Narrative
  • 64.
    Collaborative Development andValidation Transform Your Products Solution Storyboard Collective and Insightful Ideation Innovative Products and Fast Time to Market • Revenue from new, first to market, and innovative products • Shortened development cycle for new products • Lower product development cost • Improved design robustness Benefits • Using collective and collaborative brain power of employees around the world • Accelerate innovation • Promoting and encouraging virtual product development behaviors and techniques • Using insight tools like Microsoft Social Listening Start • Costly, in person product development activities • Culture of “won’t believe it until I touch and feel it” • Relying on end solutions and conventional wasteful activities • Expensive physical builds and validation of prototypes Stop • Using collective brainpower • Real time idea generation/selection • Virtual concept development • Continuously seeking customer feedback Continue Top-line Impact Innovative and differentiated product inspired by loyal customers, created using advanced collaborative development techniques, and continuously refined via a connected value chain. Customers Social Listening IoT and Telemetry Global design and Engineering Suppliers and OEM Teams Virtual Testing Predictive Design Prove out Concept Development Fast to market Satisfied customers Cost effective Robust Designs Use insight about product use, customers, and trends to quickly develop new offerings
  • 65.
    Transform Your Products TechnologyStoryboard More Personal Computing Social Media Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerAppsCognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Product Usage Field Observations Supply Chain Supplier Supplier Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStormAzure SQL DB Notification Hubs Real-time contextual data (Weather, Events & environmental conditions) Real-Time observations, infrastructure status & customer telemetry W10 Cortana Rep Online Devices Signage Customers Customer Service Sales Product Design Workforce Insights Customer experience insights Weather & Environmental ProductTelemetry Product Designer Windows 10 Cortana Surface Hub Devices Xbox One/ Kinect Band Hololens Microsoft Social Engagement
  • 66.
    Benefits Enabling Changes Business Changes Investment Objectives Business Drivers Enabling Technologies Increase designand engineering productivity Increase customer satisfaction, retention and value Create new business models for the digital era Adhere to increasing regulations Design highly differentiated, relevant products based on insights and innovative thinking Rapidly experiment with new business models and measure the impact before committing Optimize product development processes for collaboration and agility Continually improve experience to increase customer satisfaction, retention and value Use analytics and machine learning to identify new opportunities Analyze customer experience data from partners and social networks Analyze real-time product usage telemetry for advanced decision making and visibility Competitive pressure Stay ahead of changing customer and market trends Connect with customer Pressure to lower costs through manufacturing process efficiencies Green manufacturing Tightening safety regulations Increased pressure to manage complex supply chain Internet of Things Customer Relationship Management Collaboration and Information Management Mobile & Social Computing Big Data Connect design teams globally and collaborate on common goals to seek optimized solutions Improved products and services Increase revenue from innovative “first to market” options and services Increase in knowledge sharing Reduce cost of product development Advanced Analytics Transform Your Products Benefits Dependency Network
  • 67.
    Value for CustomersValue for Business Leaders Value for IT Leaders Strategic • Improved adoption and usage of products • Increased discounts and promotional feeds from partners and programs • Increased brand recognition and recall • New customer acquisition and retention • Higher customer satisfaction • Increased customer engagement and brand loyalty • Improved data processing scalability • Improved data modeling capability • Improved analytical capabilities Time to Value • Reliable connection to partners and suppliers • Improve speed to market/innovation • Shortened development cycle • Increased agility in responding to new business needs (cloud time) • Sustained relevance of IT in manufacturing Increase Revenue • Increased resale value • Increased value from differentiated offerings • Increase revenue from innovative “first to market” options and services • Repeat sales from satisfied customers • Increased market share • Increase in ancillary revenue Decrease Cost • Reduced maintenance costs • Reduce cost of product development • Reduce cost of prototyping, physical modeling, and testing • Reduced cost of data management and storage • Reduced cost of data acquisition • Optimized connectivity costs • Reduced cost of data analytics Decrease Risk • Significant reduction in likelihood of safety incidents • Increased knowledge sharing across product development teams • Unlimited ability to run virtual reliability and robustness cycles in the cloud Option value Transform Your Products Value Touchpoints
  • 68.
    Continuously managing &measuring clear value levers, success factors, and performance measures • Improve speed to market/innovation • Reduce Failure of Acceptance • Uptake of supplemental services (add on services, etc.) • Reduce cost of product development • Decrease in need for on-site or service-center remediation • Increase in knowledge sharing • Reduced cost of prototyping, physical modeling, and testing Transform Your Products Business Outcomes/Results People • Increase time spent engineering and less time on non value added tasks • Seamless idea sharing and collaborative development between individuals and teams Innovation • Enhanced market insight into ideation • Faster time to market • Increased return on innovation investment • Lower environmental impact and pioneer innovation design solutions Brand • Improved brand perception • Improved market penetration • Retention of existing customers (reduced churn) • Increased customer satisfaction with products/services Culture • Increase in employee productivity • Accelerate innovation • Integrated design for environmental compliance Transform Your Products Value Realization Scorecard
  • 69.
    Transform Your Products Phase2: Experiment and Measure the impact • Create new engaging experiences for customers through apps and devices that improve daily life, productivity and increase well being. • Experiment with new business models by creating value for customers in new ways while attempting to capture some of the value created. • Identify and measure customer’s needs and wants from current and predict the value and acceptance of future designs Phase 1: Understand Your Customer • Gather data about in-market and future market customers, products and markets from all channels and partners (not just ‘our products/customers’) • Enable centralized analytics capability for analytics and reporting purposes • Use data from in-market and adjacent products, social networks, and analytics to uncover new opportunities and roadmap commitments Time Value Phase 3: Optimize Value Delivery & Value Capture • Mange customer and partner interaction, purchase, service & payment history • Implement context-aware systems that proactively detect and notify other devices and systems of problems along the value chain • Redesign processes and workflows to increase efficiencies • Modern Applications • App, System & Human Telemetry • Advanced Analytics • Mobility • IoT • ETL • Data Management • Data rationalization • Big Data • PowerBI • Deliver engaging & transformative customer experiences • Acquire new customers • Monetize existing assets • New sources of revenue • Improve customer experience • Improved employee collaboration • Raise customer satisfaction • Reduce operating costs • Improved operational insight • Lower operational costs • Less unplanned downtime • Supply Chain Analytics • Machine learning • Predictive & Prescriptive Analytics • Reporting and Dashboard • Notifications IT ProjectsBusiness Benefits Roadmap
  • 70.
    Challenge Flight delays aredisruptive and costly for passengers and freight, and have a very large financial and logistical impact on airlines. Rolls-Royce aims to minimize the cost and disruption of airline maintenance, and to expand the services it offers to develop new revenue streams. Strategy Rolls-Royce is leveraging Microsoft Azure to aggregate large amounts of data from many locations and use analytical tools and models to predict maintenance needs. To help customers understand the data and make better decisions, the solution provides dashboards and visualization. Results • Minimize cost and disruption of flights. • Enable airlines to achieve safer, more efficient, and more profitable operations. • Increase revenue through new business models and compelling services. “By working with Microsoft we can really transform our digital services, supporting customers right across engine-related aircraft operations to make a real difference to performance.” – Tom Palmer, Senior Vice President Services, Civil Aerospace Transform Your Products Customer Rolls-Royce Country United Kingdom Technology •Microsoft Azure IoT Suite •Microsoft Cortana Intelligence Suite •Microsoft Azure Stream Analytics •Microsoft PowerBI Rolls-Royce Transforming products and services to support new business models, and disrupting the airline industry Customer Story
  • 71.
    Challenge Create a portabletool that is fast, easy-to-use, scalable, and indicates when early intervention is necessary to treat dyslexia. Strategy Using the Azure platform, analytics, and machine learning, Optolexia built a screening tool to easily assess children for dyslexia. The solution sends data from eye-tracking equipment to the Azure cloud, where an analysis engine based on Azure Machine Learning evaluates the data against a large repository of eye- tracking data. Results • Early identification of students at risk for dyslexia • Early intervention and treatment • Higher accuracy and reduced costs of screening • Scalable platform to enable screening for other diseases and conditions “The flexibility and ease of use of the Azure Machine Learning analytics platform makes it a perfect foundation for expanding our existing solution into new areas.” – Fredrik Wetterhall Chief Executive Officer Transform Your Products Customer Optolexia Country Sweden Technology •Microsoft Azure Cloud Services •Microsoft Azure Analytics •Microsoft Azure Machine Learning •Microsoft Visual Studio Optolexia Early screening for dyslexia with eye-tracking, cloud-based tool Customer Story
  • 72.
    Challenge ABB needs toinnovate quickly to provide the equipment and value-added services needed to take an early lead in the vehicle charging market. As part of innovating improved equipment and services, ABB needs to gather and analyze telemetry and customer behavior. Strategy ABB is developing charging equipment and stations using detailed data and new insight from stations, equipment, and customers. ABB equipment will be connected to Azure and take advantage of the machine learning and predictive analytics that Azure supports. Results • Innovative and scalable products and services • Digital transformation of electric vehicle infrastructure • Agility to quickly improve existing features and develop new features. "This partnership gives us the solutions, scalability and global agility to support expanding demand for EV charging infrastructure in the world’s major automotive markets, which is a key focus of our Next Level growth strategy.” – Pekka Tiitinen President Discrete Automation and Motion Division Transform Your Products Customer ABB Country Switzerland Technology •Microsoft Azure Cloud Services •Microsoft Azure Machine Learning Suite •Microsoft Azure Analytics Suite ABB Developing innovative products and services to meet customer demand Customer Story
  • 73.
    Challenge • Support safeoperations of flights. • Increase productivity of mechanics. • Improve quality of flight training and maintenance. • Build brand and innovate in operations and customer service. Strategy Using the Microsoft HoloLens, users can see a version of a plane's engine and other equipment placed in the real world. Users can manipulate equipment, find specific parts, and simulate cockpit operations as though sitting in the cockpit seat. Japan Airlines is also adopting Microsoft’s Surface Hub to streamline their development processes. Results • Improve training and quality of performance for maintenance crews • Enable supplementary training for flight crews, and trainees seeking promotion to copilot status • Optimize operations “We believe that HoloLens can contribute to the safety of our business, which is the most important criteria for airlines.” Koji Hayamizu Senior Director of the Planning Group for JAL’s Products & Service Administration Department Transform Your Products Customer Japan Airlines Country Japan Technology •Microsoft HoloLens •Windows 10 Japan Airlines Leveraging new technologies to drive innovation in business operations and customer service Customer Story
  • 74.
    Challenge Need better insightand collaboration to stay in constant motion and support the rapid pace of technological changes in the Formula 1 sport. Strategy The Lotus team leverages data coming from the car telemetry system, and using predictive analytics and machine learning, apply the insight to quickly and collaboratively innovate and produce better components. Results • Increased agility when developing and integrating design changes • Improved sharing of information • Increased cost awareness at all levels • Support just-in-time manufacturing with improved insight into parts lifecycle “We tied Dynamics AX in with everything from design release to consumption of parts on the car at the track, this included project-based manufacturing and design engineering– the production of the car.” – Thomas Mayer COO, Lotus F1 Team Transform Your Products Customer Lotus F1 Country United Kingdom Technology •Microsoft Dynamics AX Lotus F1 Insight and collaboration enable rapid advances in technology, design, and production Customer Story
  • 75.
    Transform Your Products Products •PowerBI • Skype • Microsoft Social Engagement • CRM Online • Office 365 • Media Services • Azure CDN • SharePoint • Azure Machine Learning • Stream Analytics • Azure SQL DB • Azure Storage • HD Storm • HD Insight Products at a Glance
  • 76.
  • 77.
    Digital Transformation Portal- http://aka.ms/transform Digital Transformation Narrative – https://fm.clouddam.microsoft.com/en- us/asset/234694 Book of Dreams Landing Page: http://aka.ms/BookOfDreams Additional Resources EPG Book of Dreams Services Portfolio Services Portfolio Home - http://aka.ms/Portfolio Integrated Solutions Landing Page: http://aka.ms/ISP Integrated Solution
  • 78.
    Contributors and Reviewers(continued on next slide) Core Development Team Andy Eunson, David Meltzer, Eiko Ermold, Eve Enslow, J.D. Meier, J.P. DeCuire, Kristin Johnsen, Steve Sweetman Contributors and Reviewers US Adil Soofi, Ali Powell , Art Akerman, Atul Totre, Andrew Comas, Barry Robbinson, (MCS), Bill Malinak II, Bob Yates, Brian Loomis, Brian Otto, Brian Roach, Brook Karen, Celso Avelar, Chris Regan, Dan Weiss, Dave Bukovich, David Carroll, David Esposito, David Middleton, David Schroder, Dean Abrams, Ed McGinn, Edward Clark, Hilton Pereira, Hugo Martorelli, Jay Inman, Jeff Saper, Jerry Yang, Jim Burns, Jim DeMarco, Jim Smith, Joel Byford, John Roach, John Thompson, Jolly Kaur, Joseph Starwood, Kathy Cox, Keith Homiski, Ken Truitt, Keven Markham, Kevin Zhang, Kim Murphy, Kosma Zygouras, Marc Dencker, Marc Ashbrook, Marc Garcia, Manik Sarka, Matt Diamond, Matt Valentine, Matthew Slavin, Michael Sternberg, Mike Tokarcik, Mitchel Hudson, Nat Dodge, Nick Davenport, Pete DiPaola, Phillip Eng, Rajan Dwivedi, Randy Hounsel, Ravi Mundhe, Rich Diaz, Rich Waller (Acting), Sarah Steiger, Sree Sundaram, Steven Hollinshead, Sunny Amin, Sue Ellen Jeffrey, Vivek Ratna, Will Macdonald Australia Al Sheena, Itay Feldman (Adecco), Joe Dicarlo, Luanne Middleton-Cross, Martin Welsby, Matt Beer, Rita Arrigo, Salim Naim, Stan Kotlyar, Tuan Jean (TJ) Tee, Wayne Hart Canada Ahmed Ayad, Attilio Bagnulo, Brad Clayton, Christine Trudeau, Daniel Martin, Evan Diamond, Gary Pronych, George Earl, Goran Skenderija, Ian Hunter, James Dzidek, James Sheppard, Jason Konoff, Jason Searle, John Gardner, JP Poinsignon, Mark Lamb, Michael Minnie, Pierre St-Aubin, Renaldo Scalabrino, Robert Wood, Shawn Roberts, Steven Major, Umit Tric Germany Albert Kolb, Alexander Wicher, Andreas Brands, Andreas Kopp, Arnd Simon, Axel Schwarz, Bianca, Christian Peche, Christian Roller, Detlef Kaiser, Detlef Kraus-de Weerth, Domnik Langrehr, Doris Präger, Eric Pferrer, Frank Blankertz, Frank Kaleck, Henrik Leiste, Jens Neumann, Joerg Hassenbach, Jörg Stephan, Lei Liu, Marcus Kunde, Markus Raquet, Martin Beyer, Martin Diewald, Matthias Progscha, Michael Mueller, Nicole Lang, Ralf Hensel, Robert Brands, Ruediger Thomas, Simon Mattes, Steffen Futtere, Volkmar Eich, Volker Strasser Many thanks to the following key contributors and reviewers:
  • 79.
    Contributors and Reviewers(continued from previous slide) Contributors and Reviewers India Abhrajit Ray, Aniruddha Sen, Ashish Kumar (ADHIKARI), Balasubramanian Somasundaram, Gopi Srinivasan, Guru Bharadwaj, Mohit Juneja, Pravin Kumar Mishra, Ramesh Paturi, Rathi Ranjan Dasqupta, Samir Shah (MCS), Srinivasa Sivakumar, Subhro Mukherjee, Tarun Malik, Vikram Munjal, Vishnu Bhavaraju Japan Atsushi Marutani, Shinpei Misawa, Masahiro Utsu, Ryuichiro Hamada, Shogo Akashi, Yasuyuki Tsuchiya Latin America Alessandro Martins, Alexandre Nardi, Ana Atienzar Molpeceres, Daniel Juarez, Fernando Machado Piriz, Ian Webster, Jorge Diaz-Zapater, Jorge Morales Meneses, Lucia Serra, Luis Young, Rajiv Shah, Raul Flores Palacios, Roberto Garcia, Victor Alfonso Mendivil, Vijay Musuvathy, Waldir Arevolo de Azevedo Filho, Willman Garzon S. Africa Andre Truter, James Van Den Berg, Johan Klut, Khaliq Dollie, Khaliq Dollie, Kim Schulze, Robbi Laurenson, Rochelle Mountany, Rupert Nicolay, Tristan Naidoo Western Europe Alan Buglass, Aldo di Somma, Alessandro Lombardi, Alex Winch, Andrew Jones, Andrew Quinn, Andrew Read, Andy Smith, Andy Winskill, Angus Duncan, Bandar Alsharfi, Bernd Schneider, Colm O'Halloran, Dave Preedy, David Rowe, Edzard Paulussen, Ged Hickman, Gill Glover, Giuseppe Bordonali, Hemant Anand, Hugh Steele, Ian Burgess, Ian Crow, Ian Erridge, Ingrid Jack, James MacGregor, Jason Deskin, Jennifer Morrison, Jeremy Davey, Jerome Clement, Katharina Hofmueller, Kunal Kodkani, Mark Loughran, Markus Christen, Martin Eggimann, Martin Wilkins, Michael Vermeersch, Mike Myers, Nick Ryan, Paul Farnan, Paul Lidbetter, Peter Deane, Peter Simons, Philip Rowland, Roderick Morgan, Roger Chappé de Léonval, Serge Thomas, Shashi Rana, Simon Ripley, Simone Vicoli, Sonja Ridley, Stefan Fischer, Stephen Kell, Steve Williams, Stuart Murray, Sylvia Croxall, Thomas Palmié, Vivek Warrier

Editor's Notes

  • #3 Microsoft Ambitions Microsoft is boldly innovating in three key areas to realize our mission in this mobile-first, cloud-first world: 1) Create more personal computing – Computing is all around us, and it’s only going to become a more ubiquitous part of our lives as we look forward, e.g. explosion of sensors, proliferation of small and large screens, and continued emergence of devices like HoloLens that blend digital content and the real world. The mobility of the human experience across all of this computing is what truly matters – the ability for your applications and data to transcend all of this computing, not the mobility of one device…an approach reflected in our strategy with Windows 10 to build one platform that spans devices. 2) Reinvent productivity & business processes – Despite the abundance of technology, human attention and time remains scarce. This ambition speaks to our goal to help reclaim that that time through the alignment and reinvention of productivity tools and business processes that reclaim time by shifting focus to the things that matter most to you and your organization. 3) Build the intelligent cloud platform – We often describe data as the new currency for business, which essentially speaks to an organization’s ability to convert their data assets into intelligence that can yield insights to inform the appropriate action. Analyst firm IDC forecasts that by 2020 there will be nearly 45 zettabytes of data, or almost 20,000 times the total amount of data that existed in the world less than three decades before. Most of this data will reside in the cloud as the only practical place to combine and manage the influx of data – providing the ability to pull together data across disparate and diverse sources, and to reason over large-scale data in order to turn it into intelligence. Additionally, the cloud enables speed and agility like never before and the platform to fuel rich experiences across an organization’s systems, critical apps and services. Digital Transformation We are similarly impacted and experiencing our own digital transformation. The three interconnected ambitions represent more than our ambitions – they are our response to this imperative to transform and designed to help our customers deliver transformation within their organization. First you need to be able to ask and answer two key questions as part of your digital transformation: How is your business being changed by digital technology? How is your core business model being changed by digital technology? Systems of Intelligence Slide objective: Assert a systems-based approach to digital transformation, i.e. systems of intelligence Answering these questions requires the mindset of a digital company...a way of operating like a digital company beyond procuring and deploying individual solutions – such as CRM, ERP or even office automation solutions – that is instead anchored on building systems of intelligence. Systems of intelligence represent the digital feedback loops that help you draw better insight out of data and convert it to intelligent action – engage with your customers, empower your employees, optimize your operations, and reinvent products and business models. Previously businesses designed, built, produced and shipped a product, then customers bought it. That was the end of the cycle. Now organizations are building in continuous feedback loops – sensors in product, after-market services, customer feedback from a variety of channels. Transformation requires these rich systems of intelligence. And it isn’t simply about technology…systems of intelligence represent the combination of technology, people and process that enable these feedback loops, and define an organization’s competitiveness and ability to change the entire landscape of the industries in which it participates.
  • #6 Effectively transforming your business model is really about keeping up with the changes in behavior and attitudes of your customers for a mobile-first, cloud-first world. But a business model is multiple parts: - value prop (what value you create/provide) - customer segments (which customers you reach) - channels (how you reach your customers) - value chain (how you serve your customers) - products/services (what you provide to your customers to address their pains, needs, and desired outcomes)
  • #7 To compete against cheaper goods, innovate to provide a differentiator, and improve customer connection To help ensure that IP is managed correctly so that as employees leave, knowledge does not go with them Use cloud capabilities that provide agility, scalability, analytics, and insights to improve decision making Put in place supply chain management systems and processes to reduce storage and carrying costs Leverage disruptions in order to differentiate and provide delightful customer experience Create processes and systems to accelerate innovation Make sure that processes and practices are optimized to deliver the highest value at the lowest possible cost Create an in-depth defensive strategy to help ensure that IP about processes is not taken Create a culture of improvement to drive the most efficiency from automation Actively manage, share, and protect company knowledge Adhere to regulations and collaborate with regulatory bodies throughout the world Track, manage, and report environmental metrics
  • #10 Companies are no longer able to be fully integrated. Most of them become part of an overall value chain, focusing on their priorities. Successful digital transformation, implies structural changes in the company (organization, operating model, even business model) hence management of change to successfully drive the internal transformation (people, reward, organization, …) are key foundations of success. Digitalization enables great leverage and agility through new type of solutions but as well must be thought in its great context: digital companies are successful if they are able to interact with others. Additionally, digital economy enables the emergence of new sources of revenues, for instance the data collected, the complementary services,… can be based on monetary exchanges among companies, initiating an API economy
  • #15 The customer experience is built through the whole live cycle of the product or service as well as through the customer’s own experience. Brand equity is more and more built on internet fame and recognition. Social media are becoming more and more important to customers to discover, learn, decide and even get support & raise issues. Omni channel is becoming more and more reality with multiple hybrid scenarios: order on line, go and pick up Visit and get delivered Visit and order on line for at home delivery … Hence digital transformation must to include these scenarios and be supported by the associated company organization agility
  • #22 Main goals of CMO’s: Is my brand growing & is it positive? [increased awareness in a positive light] Is the sales department happy [Generate enough leads or enough digital/physical traffic] Can I show my impact   Customer engagement and satisfaction is the basis for achieving these goals and driving down the cost of customer acquisition. Investments are increasing in predictive analytics and personalization: while the upfront cost may be high, the long term impact leads to better qualified leads, traffic. and happier customers. Additional Business Outcomes: New customer acquisition Improved Profit Margin Lower cost to advertise Increased Loyalty Faster time to market
  • #24 https://blogs.windows.com/devices/2015/11/19/microsoft-hololens-and-volvo-cars-explore-the-future-of-car-buying/#JMAkI5OZxYfAcw4s.97
  • #25 https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=20522
  • #26 https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=22595
  • #27 Source: “Coutu to Deliver 21st Century Retail Experience with Microsoft Dynamics for Retail” http://download.microsoft.com/documents/customerevidence/Files/710000004048/MD_JCG_deployment_locked.docx Jean Coutu Group (JCG), a large Canadian pharmacy chain, wanted to improve the pharmacy and retail experiences of their customers, enable customers to shop at home or while mobile, reduce costs, and streamline and integrate operations. JCG was challenged to maintain the personal focus which distinguishes the brand, while supporting shifting market demands and future innovation. Challenges JCG found their store managers unable to quickly help customers on the floor, without point-of-sale functionality. Adding mobile point-of-sale functionality would enable managers and salespeople to interact directly with shoppers, while checking inventory, placing orders, and reducing waiting times when lines are long. Customers had many inconsistent experiences when shopping with JCG, almost as though dealing with separate businesses. JCG’ wanted to provide a more personal and consistent shopping experience, support the ways customers shop today, and improve pharmacy experience and value. Because consumers were beginning to expect mobile and omni-channel experiences, JCG needed to enable such experiences as a competitive differentiator. Microsoft Dynamics for Retail supports the omni-channel vision by connecting back-office systems to online shopping and in-store POS; for example, customers can order online and pick up in-store, or in-store personnel can quickly place an online order for an item that is out of stock locally. Stores within the JCG franchise network needed the ability to tailor the solution to meet their specific needs. Many retail solutions did not offer the flexibility, technology, or scalability to adjust to rapidly changing consumer trends, or to enable cutting-edge retail experiences into the future. Solution Microsoft Dynamics for Retail supports JCG’s Retail Headquarters Operations and Store Operations, and provides point-of-sale functionality to more than 410 retail locations, including 2,500 POS terminals and 10,000 devices. In addition to streamlining the supply, warehousing, and delivery of prescription and non-prescription products to the franchise network, the Microsoft Dynamics solution enables JCG to embrace emerging technologies that enhance the in-store experience for both customers and sales people.
  • #33 Highlights: Collaborate around the globe Secure, global asset access Online document editing Private social networks Improve speed to market Real time collaboration Multi platform development Instant syncing and sharing Design modern campaigns Automation and targeting Multi-channel content tracking Social marketing and analytics
  • #39 https://channel9.msdn.com/Events/Microsoft-Forum/Microsoft-Forum-2016/Fameccanica-Easy-Life
  • #40 Source: https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=17982 Key points: Customer profile: In business for 138 years, Henkel operates worldwide with leading brands—such as Dial soap, Loctite adhesives, and Schwarzkopf haircare—and technologies in three business areas: Laundry & Home Care, Beauty Care, and Adhesive Technologies. Headquartered in Düsseldorf, Germany, Henkel has almost 50,000 employees from more than 120 nations worldwide. http://www.Henkel.com Business goal: Henkel thrives because it is willing to change, while always maintaining focus on serving its customers with great products. One recent challenge was to deliver the technology to facilitate collaboration across the enterprise in order to promote innovation and speed time-to-market. To achieve that goal, Henkel needed to be proactive in adopting technology to deliver a modern workplace. Tactics: To implement a modern, connected workplace, Henkel turned to Microsoft for a comprehensive cloud platform that brings employees, data, and partners together by enabling collaboration from nearly any location and device. Microsoft Office 365 is playing a key role in the digital transformation of the company by bringing a modern productivity solution to all employees. With Office 365, brand managers can work across borders and departments such as research and development (R&D), purchasing, packaging, marketing, and finance, as well as with outside creative agencies and customers to develop new product ideas and bring them to market as quickly as possible. Results: Video conferencing and web conferencing have had a huge impact on the ability of the brand management teams to connect. Sharing and collaborating on files is another important aspect of the job that has dramatically improved with Office 365. And by simplifying communications, the time to bring a product from initial idea to market has been reduced.
  • #41 Source: https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=9020
  • #48  As a plant Manufacturing Manager, I am measured on my uptime performance, equipment TCO, maintenance budget, cross training programs and budgets, and productivity. We have a mix of very sophisticated state of the art automation and legacy automation. Our modern automation maintenance is above target and very dependent on the level of knowledge of the OEM resident expert. We are at the mercy of this person-to-person variability and OEM talent supply. Our legacy automation has a different set of problems: we struggle to establish visibility and predictability in its operations. It is largely legacy PLC and manually configurable. Remote monitoring isn’t possible and replacing the legacy automation means gutting the entire plant and retooling it, which isn’t an option. Having the capability of enabling our in-house maintenance crew to handle the modern automation is a strategy, but we currently don’t have an initiative to support it. We are open to finding a partner who can make it happen. Our automation OEM expressed readiness to work with us to remotely centralize the maintenance operations through live media and controls capabilities (which we don’t have today). We would like to empower our operators to learn how to do light maintenance/simple troubleshooting and replacements of modules/part guided by remote experts. Our legacy automation needs to be connected and remotely controlled and monitored to enable a lean production and maintenance. We have a larger than needed crew to attend and operate automation but our future state needs to be much leaner and more insightful and empowered.
  • #54 Dartmouth Hitchock http://www.dartmouth-hitchcock.org/stories/article/34167
  • #55 http://news.microsoft.com/2015/04/12/fujitsu-and-microsoft-collaborate-to-transform-manufacturing-processes-through-iot-innovation/
  • #57 https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=3902
  • #60 The product transformation approach supports a better understanding of the design journey and empathy with customers, while capturing customer imagination and shining a light on the path ahead. We often lead with our products and tech first. But design thinking puts the customer at the center. The design journey: The ideation process is built on design thinking, including obtaining customer feedback, going through the ideation process, and looking at the mismatches between solutions and customer needs and desires. Then a prototype is built. To turn the prototype into a product, additional information must be gathered from customers, telemetry, and business records to form a baseline for measuring transformation. Visualization of data produces additional understanding of customer problems and how well the solution or product addresses these problems. Data analytics is used to evaluation needs, usage patterns, and predict what the future will look like. Action can then be taking to recommend solutions to customer, or creating solutions and products that enhance the customer experience and reduce friction when addressing customer needs.
  • #61 Effectively transforming your business model is really about keeping up with the changes in behavior and attitudes of your customers for a mobile-first, cloud-first world. But a business model is multiple parts: - value prop (what value you create/provide) - customer segments (which customers you reach) - channels (how you reach your customers) - value chain (how you serve your customers) - products/services (what you provide to your customers to address their pains, needs, and desired outcomes) Q: Does the sequence of the value chain change? Q: How could you improve existing or create new value propositions? ( are you providing services to partners via insights? Are you adding convenience to existing customers? Q: Do you create new channels for new products or services? (in-car hands-free shopping experiences? Service scheduling?) Q: What innovations from other industries (retail, insurance, consumer electronics, hospitality) become viable innovations or business models with the advent of in-car intelligent agents? Q: Do you create subscription based revenue streams or click through? Q:What new experiences (via segments & channels) could lead to new or better value propositions? 1. What new set(s) of customers could you reach now with a digital platform that you could never reach before? 2. How are you engaging your customer across the range of channels, devices and formats (existing and emerging)? 3. How are you leveraging your digital capabilities to build engagement with your brand across various customer touchpoints? 4. What steps are you taking to proactively build trust with your customer base? 5. How are you systematically gathering customer input to feedback into your design, manufacturing quality assurance and customer engagement processes? 6. What customer attitude-sensing mechanisms do you have in place to regularly and systematically monitor key consumer opinions? Q: What Optimizations ( changes to partners, activities, channels) might provide better value delivery? 1. What opportunities exist to collaborate with others in the ecosystem (partners, competitors, municipalities) to develop market-leading platforms or solutions? 2. As integrated, multimodal networks emerge, what role is your enterprise taking in participating in and shaping that ecosystem? 3. What value creation opportunities exist through opening your data, insights and designs? 4. Which companies do you consider to be the most innovative in providing digital customer experiences outside of the automotive industry? What unmet needs could you jointly solve? 5. What companies would you never consider collaborating with? Now consider – if you did collaborate with them, what would you focus on? How would that change how you think about fostering innovation?
  • #64 Current State: Product development is a lengthy, costly and risk-laden process. There are many conflicting objectives at stake: cost versus return, customer needs and wants versus design content and limitations, competition and differentiation, brand image and safety. Add to that the challenge of making decisions on content and design trade offs! As a Development Leader my focus is meeting program target cost, timing, and customer satisfaction. I am measured on the program rating by J.D. Power, Consumer Reports, and dealer feedback. To achieve preeminence, I have to build a cohesive development team with employees throughout the world that speak different languages. I need to meet budget targets, produce prototypes to schedule and cost targets, and test and validate designs for many critical attributes: assembly, testing, robustness, durability, service, and specialization. Dealing with Tier 2 and Tier 3 supplier teams adds significant complexity to the equation. The power of the Cloud can help me accomplish my objectives far faster, more cheaply, and with much more confidence through: Real-time collaboration across all teams. Currently, our local servers have to render our designs and images which can take up to 24 hours to be uploaded to the queue. Multi viewer is not an option and only one engineer can modify at a time. Design Validation is the longest path next to prototyping. We lack the tools to speed up these tedious processes. The logistic, contractual, and financial tasks that have to be undertaken to kick off the validation stages are a major bottleneck, let alone the corrective actions that need to be planned based on the outcomes of testing. We lack the computing capacities and the machine learning capabilities to use virtual validation. Building parts and assembly prototypes are a costly, slow, and painful experience to our development teams. Additionally, ensuring that suppliers are on the same page, and have real-time information for most recent design changes (especially as they are globally scattered), makes this a very stressful task. And the cost! 3D printing helps to some extent but without the supporting data modeling, sharing, and collaborative infrastructure, 3D printing is limited in helping us get from A to B faster while meeting cost targets. Virtual prototyping in a controlled environment is much more secure than design studios with physical prototypes and phone cameras. Security becomes a more grave issue at the supplier locations where we can’t enforce IP secrecy. A key component to the success of our programs is knowing customer needs and wants. What they would be excited about and what isn’t much of a priority. We dedicate a large amount of ideation effort to customer clinics, introspection efforts, and shadowing target customers in their daily activities. These are super expensive efforts and don’t yield results over night! We would be very excited to have product usage data and insight, supported by telemetry, which we can use as a validation to many of the comments and “wish lists” we can get through our ideation efforts. Connected innovation scenarios are our best chance in getting ahead of our competition and improving our brand desirability and image.
  • #71 https://news.microsoft.com/2016/04/24/microsoft-and-rolls-royce-collaborate-to-offer-advanced-operational-intelligence-to-airlines/#sm.0000si274wth4efd11it8feqgj81f
  • #72 https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=23569
  • #73 https://news.microsoft.com/2015/10/20/abb-and-microsoft-join-forces-to-launch-next-generation-electric-vehicle-charging-services-platform/#sm.0000si274wth4efd11it8feqgj81f
  • #75 https://customers.microsoft.com/Pages/CustomerStory.aspx?recid=946