How social media fits into the digital transformation of large organisations. Presentation given at #TSC15 in Amsterdam on 12th February 2015

1. HOW SOCIAL
MEDIA SUPPORTS
DIGITAL FIRST
DELIVERY
AMSTERDAM 12 FEBRUARY 2015
@TiffanyStJames
@wetransmute

2. THE 6 USES OF
SOCIAL MEDIA
IN BUSINESS

3. 1) HR
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4. 2) PR (AND SOCIAL MEDIA MARKETING)
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5. 3) DIRECT SALES
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6. 4) CUSTOMER SERVICE
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7. 5) BUSINESS INTELLIGENCE
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8. 6) INTERNAL COMMS
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9. THE 5 DIALS OF
DIGITAL
TRANSFORMATION

10. WHAT IS DIGITAL TRANSFORMATION?
Digital First Fundamental
@wetransmute
Digital services so good people prefer to use them
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11. 5 DIALS OF DIGITAL TRANSFORMATION
Vision
Strategy
Business
Model
Product
Operations
People
Customer
Experience
Culture
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12. #1 TRANSFORM YOUR BUSINESS MODEL
@wetransmute
Digital Modified Business, New Businesses, Globalisation
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13. #1 IF YOUR GOING TO TRANSFORM YOUR
BUSINESS MODEL…
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Use all 6: HR, PR, Direct Sales, Customer Service, Business Intelligence, Internal Comms

14. #2 TRANSFORM YOUR PRODUCT
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Digital Modified Products, New Products
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15. #2 IF YOUR GOING TO TRANSFORM YOUR
PRODUCT…
@wetransmute
Use Social Business Intelligence to inform new product development
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16. #3 TRANSFORM OPERATIONAL PROCESSES
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Process Digitisation, Worker Enablement, Performance Management
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17. #3 IF YOUR GOING TO TRANSFORM YOUR
OPERATIONAL PROCESSES…
@wetransmute
Make the internal digital experience as perfect as the external

18. #4 TRANSFORM YOUR PEOPLE
@wetransmute
Culture of Excellence, Recruit on Aptitude, Digital Skills Intervention
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19. #4 IF YOUR GOING TO TRANSFORM YOUR
PEOPLE…
@wetransmute
Understand their pain points, socially recruit them, leverage advocates
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20. #5 TRANSFORM CUSTOMER EXPERIENCE
@wetransmute
Customer Understanding, Top-line Growth, Customer Touchpoints
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21. #5 IF YOU ARE GOING TO TRANSFORM
YOUR CUSTOMER EXPERIENCE…
@wetransmute
Listen 24/7 AND have the processes to impact the business
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22. 5 LESSONS IN
IMPLEMENTATION

23. #1 CHANGE IS LARGELY UNCOMFORTABLE
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Open Communications, Clarity, Swiftness
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24. #2 CREATE THE ENVIRONMENT
@wetransmute
Create the conditions: Collaboration, Tools, Space, Experimentation
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25. #3 LEAD FROM WHEREVER YOU ARE
@wetransmute
Leadership vision is paramount, managers create smooth transition
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26. #4 PERMISSION TO BREAK STUFF
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Experiment, innovate, test and scale up

27. #5 JFDI
@wetransmute
Plan, yes. But DO. Have an unwavering focus on delivery
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28. @tiffanystjames
@wetransmute
http://wetransmute.com