Empired Convergence 2017 - Business Transformation Across the Enterprise

1. Digital Transformation
Across the Enterprise

2. DEFINING DIGITAL
TRANSFORMATION

3. 1 Oct 2017

4. Digital transformation refers to the changes
associated with the application of digital
technology in all aspects of human society.
https://en.wikipedia.org/wiki/Digital_transformation

5. The realignment of, or new investment in,
technology and business models to more
effectively engage digital customers at every
touchpoint in the customer experience lifecycle.
http://www.briansolis.com/2014/07/2014-state-digital-transformation/
The realignment of, or new investment in,
technology and business models to more
effectively engage digital customers at every
touchpoint in the customer experience lifecycle.

6. http://sloanreview.mit.edu/article/the-nine-elements-of-digital-transformation/
https://www.capgemini.com/resources/digital-transformation-a-roadmap-for-billiondollar-organizations/
Digital Transformation: A Roadmap for Billion-Dollar Organizations
Transforming
Customer Experience
Transforming
Operational Processes
Transforming
Business Models
Customer Understanding
Top Line Growth
Customer Touch Points
Process Digitisation
Worker Enablement
Performance Management
Digitally Modified Business
New Digital Business
Digital Globalisation

7. Ultimately, there are two types of
Digital Transformations
Business Model Transformation
Technology Driven Digital Transformation

8. http://enterprisearchitects.com/webinar-sketching-a-roadmap-for-ea-in-the-age-of-digital-disruption/

9. BUSINESS MODEL TRANSFORMATION
https://www.amazon.com/Smarter-Startup-Approach-Business-Entrepreneurs/dp/0321905016
Trade
Product Service
• Software
• Content
• E-commerce
• Lead Generation
• Consulting
• Agency
Marketplace Brokerage
Subscription
Ecosystem
• Ad network
• Dropship
• Product market
• Services market
• Content-as-a-service
• Software-as-a-service
• Technology Platform
• Media Platform

10. BUSINESS MODEL TRANSFORMATION
https://www.amazon.com/Smarter-Startup-Approach-Business-Entrepreneurs/dp/0321905016
Trade
Product Service
• Software
• Content
• E-commerce
• Lead Generation
• Consulting
• Agency
Marketplace Brokerage
Subscription
Ecosystem
• Ad network
• Dropship
• Product market
• Services market
• Content-as-a-service
• Software-as-a-service
• Technology Platform
• Media Platform

11. TECHNOLOGY DRIVEN
DIGITAL TRANSFORMATION
Transforming
Customer Experience
Transforming
Operational Processes
Transforming
Business Models
CRM ERP

12. TECHNOLOGY DRIVEN
DIGITAL TRANSFORMATION
API Economy
http://www.adamalthus.com/blog/2013/04/04/the-composable-enterprise/
https://www.ibm.com/blogs/bluemix/2016/05/building-for-open-api-economy/
Composable Enterprise

13. REDEFINE WHAT IS POSSIBLE

14. Customer Touch Points Process Digitisation
Digitally Modified
Business
• Digital Platform with
• Personalised Content
• Social Engagement
Content
• Electronic Forms
• Workflow System
• Email Approvals
• Generate Report to Exec
• Use iPads to distribute Work
Instructions

15. FEELING UNDERWHELMED?

16. 100,000
YEARS AGO
The Spoken Word

17. 5,000 YEARS
AGO
The Written Word

18. INFORMATION
PARADIGMS
Performance
Time
Written Word
Spoken Word
Dynamic Word

19. INFORMATION
PARADIGMS
Performance
Time
Dynamic Word
Structured
Programming
Machine Learning
???
AIs & Co-Design

20. Customer Touch Points Process Digitisation
• Digital Platform with
• Personalised Content
• Social Engagement
Content
• Electronic Forms
• Workflow System
• Email Approvals
• Generate Report to Exec
• Digital Platform with
• Autonomous Content
• Intelligent AI Chat Bots &
Agents
• Image Recognition
• Process Elimination

21. https://www.youtube.com/watch?v=pL-c00M2CnI&t=35s

22. Customer Touch Points Process Digitisation
Digitally Modified
Business
• Digital Platform with
• Personalised Content
• Social Engagement
Content
• Electronic Forms
• Workflow System
• Email Approvals
• Generate Report to Exec
• Use iPads to distribute Work
Instructions
• Digital Platform with
• Auto Personalised
Content
• Intelligent AI Chat Bots
• Image Recognition
• Process Elimination
• Dynamic Work Instructions
• Task list is compliant
• Sensors validate progress
• Augmented Reality

23. STRATEGIES FOR PURSUING
DIGITAL TRANSFORMATION

24. BUSINESS CAPABILITIES

25. BUSINESS CAPABILITIES

26. BUSINESS CAPABILITIES
CRM ERP Collaboration
Case
Management

27. TRANSFORMATION STRATEGY
Performance
Time
Transform
Customer
Experience
Transform
Operational
Processes
Transform
Business
Model

28. TRANSFORMING
CUSTOMER EXPERIENCE

29. KEY USER JOURNEYS
Onboarding Contract Change Product Upgrade Billing Change

30. KEY USER JOURNEYS
https://www.mycustomer.com/experience/engagement/nine-sample-customer-journey-maps-and-what-we-can-learn-from-them

31. SERVICE BLUEPRINT
https://digiservices.wordpress.com/2009/11/30/service-blueprinting/

33. THE FOUR AMIGOS
CRM Digital Web
Integration
Analytics

34. TRANSFORMING
OPERATIONAL PROCESSES

35. DETAILED PROCESS /
SYSTEM MAP

36. API LED ARCHITECTURE

37. THE “STRANGLER”

38. THE END GAME
Elastic
Infrastructure
Component
Service Based
Applications
Auto Everything
Unified Master
Data Model
Integrated
Analytics
People Services Process Services Data Services
Any time, Anywhere, Any Device Access

39. THE TRANSFORMATION
OFFICE
Transformation Office
PMO Architecture
Change
Management
Customer
Experience

40. TRANSFORMING BUSINESS
MODELS

41. DRIVING INNOVATION

42. OTHER WAYS TO GET
INNOVATION

43. SUPPORTING M&A

44. WHAT NEXT?

45. What kind of Digital
Transformation?
Are we playing by the rules of
the Digital World?
Where are we on the S-Curve?