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Integrating Bots into your
Digital Workplace Strategy
Driving effective conversations with the help of bots
By: Kanwal Khipple
#spsmontreal
May 13th, 2017
SharePoint Saturday
Montreal 2017
SPEAKER | AUTHOR | SUPER GOOD LOOKING
KANWAL KHIPPLE, CEO
@kkhipple
bit.ly/linkedinkk
2014 2015
Important to understand that a Digital Workplace is how
people work today with technology driven change
WHAT IS A DIGITAL
WORKPLACE?
DIGITAL TRANSFORMATION
Continuously improving your digital workplace will allow you to
digitally transform your organization.
Every few years as orgs adopt trends that provide productivity
quick wins; they then, shift their attention to another set
DIGITAL WORKPLACE PATTERNS
Top 10 #DigitalWorkplace patterns on slideshare.net/kkhipple
ADOPTION
STRATEGY
ARTIFICAL INTELLIGENCE
INTRANET
INTEGRATION
ANALYTICS
USER EXPERIENCE
SEARCH
BOTS
CULTURE
Microsoft continues to innovate with Office 365 https://roadmap.office.com
OFFICE 365 ROADMAP
Letting employees use technology in the way they want
BOTS ARE INTEGRAL TO
YOUR DIGITAL WORKPLACE
What are we covering today?
PARADOX OF OUR AGE
CONVERSATION AS A PLATFORM
THERE’S A BOT FOR THAT
DIGITAL WORKPLACE + BOTS STRATEGY
What are we covering today?
PARADOX OF OUR AGE
CONVERSATION AS A PLATFORM
THERE’S A BOT FOR THAT
DIGITAL WORKPLACE + BOTS STRATEGY
Computers were used by big banks and universities; today, an office
without computers (followed by talks about the printer/conference-system
is not working).
COMPUTERIZED ERA
companies found it useful to let workers, sales reps, field personnel use
company-owned, and later personal-owned mobile devices to facilitate
day to day tasks
MOBILE AREA
Strategy should be default collaboration apps plus bring-
your-own-app (BYOA) strategy.
GROWING
COLLABORATION &
COMMUNICATION
PARADOX
COMMUNICATION
COLLABORATIONPRODUCTIVITY
Groups Teams
Scenarios
Finding Someone With A Certain Expertise ◔ ● ● ◕ ◔ ◔
Ask Something, Don’t Know Whom To Ask ○ ● ◕ ◔ ◕
Do A Brainstorming Activity With My Team ◑ ● ● ◑ ◔ ●
Where Should Meeting Notes Be Captured,
Stored & Shared?
◕ ◕ ● ● ◔ ●
Where Should I Share Video? ○ ◑ ◔ ◔ ◔ ○ ◔ ●
Where Should I Share Photos? ○ ● ◕ ◑ ○ ◔
Have A Real Time Chat With A Colleague ● ◑ ○ ◑
Where Should I Put & Share Documents? ◔ ◕ ● ● ◔ ●
Have A Question Related To A Document? ◔ ● ◑ ◑ ◑ ◔ ◑
Invite A Colleague To Lunch ◕ ◔ ●
Provide A Note Of Congratulations/Praise ◔ ● ◔ ◑ ◕
Make An Organizational Announcement ◔ ● ◔ ◕ ◕
Remind The Team Of An Important Deadline ◑ ◔ ● ● ●Within the whitepaper we have provided guidance on 13 common scenarios…
Download it at: WhenToUseWhat.com
PROVIDE GUIDANCE FOR
COMMON SCENARIO
Integration can be complicated as organizations sometimes can not
integrate with existing applications or are looking to move to another
REALITY
COMMUNICATION
COLLABORATIONPRODUCTIVITY
Groups Teams
Apps need to be downloaded and websites often suffer from
bloat and long loading times
ADOPTION ISSUES
Poorly designed apps with poor bandwidth can lead to
frustrated users.
CONFUSING DESIGN
Websites can be complicated and suffer from way too much
information.
INFORMATION OVERLOAD
Applications sometimes are a nightmare to interact with
BAD USER EXPERIENCES
Mobile apps are simplifying the interactions and data that we
need
NOTIFICATIONS
Chat apps (SMS, WhatsApp, WeChat, etc) have such a high
adoption as it simplifies how we all interact
SIMPLE INTERACTIONS
What are we covering today?
PARADOX OF OUR AGE
CONVERSATION AS A PLATFORM
THERE’S A BOT FOR THAT
DIGITAL WORKPLACE + BOTS STRATEGY
modern office communication medium is text-based, rather
than face-to-face interaction or phone calls
CONVERSATION
OFFICE ERA
Real time interactions improve adoption and engagement
CONVERSATIONS
ARE 24/7
Notifications simply the engagement; bots should respect this
priviledge
ENGAGEMENT CAN
BE PROACTIVE
No need to resort to visual mockups, wireframes, or websites,
just launch a bot and collect your insights!
SIMPLIFIES PROTOTYPING
Natural language interfaces can deliver intuitive interactions
APPEALING TO
BROADER AUDIENCE
When a customer needs an answer immediately, and that
question is not easily discoverable
BETTER ROI WITH CONVERSATIONAL UI
Bots can help with consolidating the interaction across multiple
data sources.
DISPARATE INFORMATION SOURCES
Order flowers, pizza and other simple tasks using bots
BASIC
FUNCTIONALITY
What are we covering today?
PARADOX OF OUR AGE
CONVERSATION AS A PLATFORM
THERE’S A BOT FOR THAT
DIGITAL WORKPLACE + BOTS STRATEGY
Microsoft Teams leverages Bots to simplify integration
BOT INTEGRATION
Creating a Bot for answering FAQs http://bit.ly/2ntjf5x
CREATE YOUR
OWN FAQ BOT
FAQ for visitors to get familiar with conversation UI
FREQUENTLY
ASKED QUESTIONS
FAQ for visitors to get familiar with conversation UI
FREQUENTLY
ASKED QUESTIONS
FAQ for visitors to get familiar with conversation UI
FREQUENTLY
ASKED QUESTIONS
Encourage conversations via search
INTEGRATE CORTANA
Replace your intranet search with cortana
INTEGRATE BOTS INTO YOUR INTRANET
How will it work in real life?
VACATION BOT
Hi Vacation-bot, I want to take a
vacation next Wednesday.
Hello Kanwal, let me check with
Richard and get back to you ASAP.
Hi Richard, Kanwal Khipple would like
to take a vacation next Wednesday (he
has a surplus of 15 vacation days)
Approved
Yaay! your vacation is approved. You have
14 more vacation days after this vacation.
Thanks Richard #generous
Integrate your queries into Cortana
INTEGRATE APPS
You are the CEO of the company and you want to know the
P/L for a specific region.
1. You browse to the dashboard
2. Click on revenue chart
3. Click on the region
Shifting the experience to be interactive
BOT FEATURES
• Understand queries in the user’s language
• Semantic, Time Context aware bots
• Empathic Bots, proactive and conversation starters
• Multi-domain or semantic composition bots
• Bot enabled Business Process Management systems
Get Cortana’s help to schedule meetings
CALENDAR.HELP
Hyperfish helps your organization complete your directory
Find ways to make bot interaction fun
BREAK THE ICE
Automate meeting scheduling within a team
MEETING
SCHEDULING BOT
Helps companies to find out the employee engagement and
retention by analyzing employee sentiment.
BRAINSTORM ACTIVITY
ORGANIZATIONAL CHANGE
Helps companies to find out the employee engagement and
retention by analyzing employee sentiment.
CONNECTING WITH OTHERS
• When is Kanwal next available for a meeting?
• What meeting rooms are available now?
• Who has expertise in SharePoint ?
• Who is in charge of the Intranet?
• Phone Richard
Helps companies to find out the employee engagement and
retention by analyzing employee sentiment.
SEARCH FOR ME
• Who has expertise in SharePoint ?
• Who is in charge of the Intranet?
• What does SPSMONTREAL mean?
• Phone Richard
• Book a meeting room for 9:30 on Wednesday
• What are the current exchange rates?
Helps companies to find out the employee engagement and
retention by analyzing employee sentiment.
TOOLS
• Show me the expense form
• Show me the reimbursement form
Helps companies to find out the employee engagement and
retention by analyzing employee sentiment.
ORGANIZATIONAL CULTURE
BOT
• Give me the facts for client …
• Tell me the recent sales for client …
• Set up a new client for …
• Find me a parking spot.
• Find me petrol/a hotel/a print shop.
• Recommend a lunch location.
• Tell the client that I’m close.
• Give me the traffic alerts.
• Find me the best order for today’s
visits.
• Share this presentation with the
client.
• Add a reminder for one week.
• Check the stock levels of …
• Register a new sale.
• Record the mileage for this trip.
• How are my sales targets?
• Tell me the latest intranet news.
• What do I need to approve?
Say hello! Try out a bot and add it to your favorite
Conversation experiences.
MEET THE BOTS
RESOURCES
• Build news - https://blog.botframework.com/2017/05/10/Build/
• QnA https://qnamaker.ai/
• Bot Framework Overview
• Bot Framework Support
• Bot Directory
What are we covering today?
PARADOX OF OUR AGE
CONVERSATION AS A PLATFORM
THERE’S A BOT FOR THAT
DIGITAL WORKPLACE + BOTS STRATEGY
Digital Workplace strategy should not be focused on one technology.
PORTAL STRATEGY
Digital Workplace
Collaboration portals
HR PortalProject
Management
system
Communication portals
Portal
Divisional
Communication
Site
Divisional
External
Collaboration
Site
Divisional
Collaboration
Site
Team
Collaboration
Site
Record
Center
Search PortalAccounting
System
Digital Workshop strategy encapsulates all technology that employees use
DEFINING THEMES
Communicate across the organization using these pillars and
align projects around these objectives
DEFINE DIGITAL WORKPLACE OBJECTIVES
The real breakthrough is being able to gather information from
applications using conservations as the platform
CONVERSE WITH APPLICATIONS
Integration of bots into your intranet
INTRANET DIGITAL
WORKPLACE + BOTS
Introduce your organization to one bot at a time and slowly
starting integrating additional content and sources
BOTS INTEGRATION
Planning out your strategy for Office 365 and how you will
leverage specific features and functionalities
BUILD A ROADMAP
What are we covering today?
PARADOX OF OUR AGE
CONVERSATION AS A PLATFORM
THERE’S A BOT FOR THAT
DIGITAL WORKPLACE + BOTS STRATEGY
THANK YOU SPONSORS!
Special thanks
Gold
Bronze
Looking forward to connect with you! #spsmontreal
SHAREPINT
5h00 PM
Never know who you will meet, make sure you network!
HOUSEKEEPING
Ask the Experts
• 3:45pm
Thank You!
Organizers, Sponsors and You for making this possible.
50+ SharePoint Presentations @ Slideshare.Net/kkhipple
When to Use What Whitepaper @ WhentoUseWhat.com
Intranets w/ Office 365 Whitepaper @ Office365Intranets.com
External Sharing w/ Office 365 Whitepaper @ Office365Extranets.com
and more!
Message Me On LinkedIn or Email Kanwal@Khipple.com
My twitter handle is @kkhipple and I work at
SPEAKER | AUTHOR | SUPER GOOD LOOKING
Give you guidance and recommendations to successfully plan and
implement an Office 365 Intranet http://office365intranets.com
DOWNLOAD INTRANETS WITH
OFFICE 365 WHITEPAPER!

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Integrating Bots into your Digital Workplace Strategy #spsmontreal

  • 1. Integrating Bots into your Digital Workplace Strategy Driving effective conversations with the help of bots By: Kanwal Khipple #spsmontreal May 13th, 2017 SharePoint Saturday Montreal 2017
  • 2. SPEAKER | AUTHOR | SUPER GOOD LOOKING KANWAL KHIPPLE, CEO @kkhipple bit.ly/linkedinkk 2014 2015
  • 3. Important to understand that a Digital Workplace is how people work today with technology driven change WHAT IS A DIGITAL WORKPLACE?
  • 4. DIGITAL TRANSFORMATION Continuously improving your digital workplace will allow you to digitally transform your organization.
  • 5. Every few years as orgs adopt trends that provide productivity quick wins; they then, shift their attention to another set DIGITAL WORKPLACE PATTERNS
  • 6. Top 10 #DigitalWorkplace patterns on slideshare.net/kkhipple ADOPTION STRATEGY ARTIFICAL INTELLIGENCE INTRANET INTEGRATION ANALYTICS USER EXPERIENCE SEARCH BOTS CULTURE
  • 7. Microsoft continues to innovate with Office 365 https://roadmap.office.com OFFICE 365 ROADMAP
  • 8. Letting employees use technology in the way they want BOTS ARE INTEGRAL TO YOUR DIGITAL WORKPLACE
  • 9. What are we covering today? PARADOX OF OUR AGE CONVERSATION AS A PLATFORM THERE’S A BOT FOR THAT DIGITAL WORKPLACE + BOTS STRATEGY
  • 10. What are we covering today? PARADOX OF OUR AGE CONVERSATION AS A PLATFORM THERE’S A BOT FOR THAT DIGITAL WORKPLACE + BOTS STRATEGY
  • 11. Computers were used by big banks and universities; today, an office without computers (followed by talks about the printer/conference-system is not working). COMPUTERIZED ERA
  • 12. companies found it useful to let workers, sales reps, field personnel use company-owned, and later personal-owned mobile devices to facilitate day to day tasks MOBILE AREA
  • 13. Strategy should be default collaboration apps plus bring- your-own-app (BYOA) strategy. GROWING COLLABORATION & COMMUNICATION PARADOX COMMUNICATION COLLABORATIONPRODUCTIVITY Groups Teams
  • 14. Scenarios Finding Someone With A Certain Expertise ◔ ● ● ◕ ◔ ◔ Ask Something, Don’t Know Whom To Ask ○ ● ◕ ◔ ◕ Do A Brainstorming Activity With My Team ◑ ● ● ◑ ◔ ● Where Should Meeting Notes Be Captured, Stored & Shared? ◕ ◕ ● ● ◔ ● Where Should I Share Video? ○ ◑ ◔ ◔ ◔ ○ ◔ ● Where Should I Share Photos? ○ ● ◕ ◑ ○ ◔ Have A Real Time Chat With A Colleague ● ◑ ○ ◑ Where Should I Put & Share Documents? ◔ ◕ ● ● ◔ ● Have A Question Related To A Document? ◔ ● ◑ ◑ ◑ ◔ ◑ Invite A Colleague To Lunch ◕ ◔ ● Provide A Note Of Congratulations/Praise ◔ ● ◔ ◑ ◕ Make An Organizational Announcement ◔ ● ◔ ◕ ◕ Remind The Team Of An Important Deadline ◑ ◔ ● ● ●Within the whitepaper we have provided guidance on 13 common scenarios… Download it at: WhenToUseWhat.com PROVIDE GUIDANCE FOR COMMON SCENARIO
  • 15. Integration can be complicated as organizations sometimes can not integrate with existing applications or are looking to move to another REALITY COMMUNICATION COLLABORATIONPRODUCTIVITY Groups Teams
  • 16. Apps need to be downloaded and websites often suffer from bloat and long loading times ADOPTION ISSUES
  • 17. Poorly designed apps with poor bandwidth can lead to frustrated users. CONFUSING DESIGN
  • 18. Websites can be complicated and suffer from way too much information. INFORMATION OVERLOAD
  • 19. Applications sometimes are a nightmare to interact with BAD USER EXPERIENCES
  • 20. Mobile apps are simplifying the interactions and data that we need NOTIFICATIONS
  • 21. Chat apps (SMS, WhatsApp, WeChat, etc) have such a high adoption as it simplifies how we all interact SIMPLE INTERACTIONS
  • 22. What are we covering today? PARADOX OF OUR AGE CONVERSATION AS A PLATFORM THERE’S A BOT FOR THAT DIGITAL WORKPLACE + BOTS STRATEGY
  • 23. modern office communication medium is text-based, rather than face-to-face interaction or phone calls CONVERSATION OFFICE ERA
  • 24. Real time interactions improve adoption and engagement CONVERSATIONS ARE 24/7
  • 25. Notifications simply the engagement; bots should respect this priviledge ENGAGEMENT CAN BE PROACTIVE
  • 26. No need to resort to visual mockups, wireframes, or websites, just launch a bot and collect your insights! SIMPLIFIES PROTOTYPING
  • 27. Natural language interfaces can deliver intuitive interactions APPEALING TO BROADER AUDIENCE
  • 28. When a customer needs an answer immediately, and that question is not easily discoverable BETTER ROI WITH CONVERSATIONAL UI
  • 29. Bots can help with consolidating the interaction across multiple data sources. DISPARATE INFORMATION SOURCES
  • 30. Order flowers, pizza and other simple tasks using bots BASIC FUNCTIONALITY
  • 31. What are we covering today? PARADOX OF OUR AGE CONVERSATION AS A PLATFORM THERE’S A BOT FOR THAT DIGITAL WORKPLACE + BOTS STRATEGY
  • 32. Microsoft Teams leverages Bots to simplify integration BOT INTEGRATION
  • 33. Creating a Bot for answering FAQs http://bit.ly/2ntjf5x CREATE YOUR OWN FAQ BOT
  • 34. FAQ for visitors to get familiar with conversation UI FREQUENTLY ASKED QUESTIONS
  • 35. FAQ for visitors to get familiar with conversation UI FREQUENTLY ASKED QUESTIONS
  • 36. FAQ for visitors to get familiar with conversation UI FREQUENTLY ASKED QUESTIONS
  • 37. Encourage conversations via search INTEGRATE CORTANA
  • 38. Replace your intranet search with cortana INTEGRATE BOTS INTO YOUR INTRANET
  • 39. How will it work in real life? VACATION BOT Hi Vacation-bot, I want to take a vacation next Wednesday. Hello Kanwal, let me check with Richard and get back to you ASAP. Hi Richard, Kanwal Khipple would like to take a vacation next Wednesday (he has a surplus of 15 vacation days) Approved Yaay! your vacation is approved. You have 14 more vacation days after this vacation. Thanks Richard #generous
  • 40. Integrate your queries into Cortana INTEGRATE APPS You are the CEO of the company and you want to know the P/L for a specific region. 1. You browse to the dashboard 2. Click on revenue chart 3. Click on the region
  • 41. Shifting the experience to be interactive BOT FEATURES • Understand queries in the user’s language • Semantic, Time Context aware bots • Empathic Bots, proactive and conversation starters • Multi-domain or semantic composition bots • Bot enabled Business Process Management systems
  • 42. Get Cortana’s help to schedule meetings CALENDAR.HELP
  • 43. Hyperfish helps your organization complete your directory
  • 44. Find ways to make bot interaction fun BREAK THE ICE
  • 45. Automate meeting scheduling within a team MEETING SCHEDULING BOT
  • 46. Helps companies to find out the employee engagement and retention by analyzing employee sentiment. BRAINSTORM ACTIVITY ORGANIZATIONAL CHANGE
  • 47. Helps companies to find out the employee engagement and retention by analyzing employee sentiment. CONNECTING WITH OTHERS • When is Kanwal next available for a meeting? • What meeting rooms are available now? • Who has expertise in SharePoint ? • Who is in charge of the Intranet? • Phone Richard
  • 48. Helps companies to find out the employee engagement and retention by analyzing employee sentiment. SEARCH FOR ME • Who has expertise in SharePoint ? • Who is in charge of the Intranet? • What does SPSMONTREAL mean? • Phone Richard • Book a meeting room for 9:30 on Wednesday • What are the current exchange rates?
  • 49. Helps companies to find out the employee engagement and retention by analyzing employee sentiment. TOOLS • Show me the expense form • Show me the reimbursement form
  • 50. Helps companies to find out the employee engagement and retention by analyzing employee sentiment. ORGANIZATIONAL CULTURE BOT • Give me the facts for client … • Tell me the recent sales for client … • Set up a new client for … • Find me a parking spot. • Find me petrol/a hotel/a print shop. • Recommend a lunch location. • Tell the client that I’m close. • Give me the traffic alerts. • Find me the best order for today’s visits. • Share this presentation with the client. • Add a reminder for one week. • Check the stock levels of … • Register a new sale. • Record the mileage for this trip. • How are my sales targets? • Tell me the latest intranet news. • What do I need to approve?
  • 51. Say hello! Try out a bot and add it to your favorite Conversation experiences. MEET THE BOTS
  • 52. RESOURCES • Build news - https://blog.botframework.com/2017/05/10/Build/ • QnA https://qnamaker.ai/ • Bot Framework Overview • Bot Framework Support • Bot Directory
  • 53. What are we covering today? PARADOX OF OUR AGE CONVERSATION AS A PLATFORM THERE’S A BOT FOR THAT DIGITAL WORKPLACE + BOTS STRATEGY
  • 54. Digital Workplace strategy should not be focused on one technology. PORTAL STRATEGY Digital Workplace Collaboration portals HR PortalProject Management system Communication portals Portal Divisional Communication Site Divisional External Collaboration Site Divisional Collaboration Site Team Collaboration Site Record Center Search PortalAccounting System
  • 55. Digital Workshop strategy encapsulates all technology that employees use DEFINING THEMES
  • 56. Communicate across the organization using these pillars and align projects around these objectives DEFINE DIGITAL WORKPLACE OBJECTIVES
  • 57. The real breakthrough is being able to gather information from applications using conservations as the platform CONVERSE WITH APPLICATIONS
  • 58. Integration of bots into your intranet INTRANET DIGITAL WORKPLACE + BOTS
  • 59. Introduce your organization to one bot at a time and slowly starting integrating additional content and sources BOTS INTEGRATION
  • 60. Planning out your strategy for Office 365 and how you will leverage specific features and functionalities BUILD A ROADMAP
  • 61. What are we covering today? PARADOX OF OUR AGE CONVERSATION AS A PLATFORM THERE’S A BOT FOR THAT DIGITAL WORKPLACE + BOTS STRATEGY
  • 62. THANK YOU SPONSORS! Special thanks Gold Bronze
  • 63. Looking forward to connect with you! #spsmontreal SHAREPINT 5h00 PM
  • 64. Never know who you will meet, make sure you network! HOUSEKEEPING Ask the Experts • 3:45pm
  • 65. Thank You! Organizers, Sponsors and You for making this possible. 50+ SharePoint Presentations @ Slideshare.Net/kkhipple When to Use What Whitepaper @ WhentoUseWhat.com Intranets w/ Office 365 Whitepaper @ Office365Intranets.com External Sharing w/ Office 365 Whitepaper @ Office365Extranets.com and more! Message Me On LinkedIn or Email Kanwal@Khipple.com My twitter handle is @kkhipple and I work at SPEAKER | AUTHOR | SUPER GOOD LOOKING
  • 66. Give you guidance and recommendations to successfully plan and implement an Office 365 Intranet http://office365intranets.com DOWNLOAD INTRANETS WITH OFFICE 365 WHITEPAPER!

Editor's Notes

  1. Is your organizations looking to become smarter? Attend this session to better understand the benefit of bots and how integrating them into your organization can help common tasks automated. It's the first step toward better integration between business applications together. At the end of this session, we'll demo bots and sample solutions currently available in the Office 365 space.
  2. A digital workplace is not just a fancy re-branding of intranets. Providing a set of services or capabilities for the organization. – ClearBox Consulting Enables new, more effective ways of working; raises employee engagement and agility; and exploits consumer-oriented styles and technologies. – Gartner Encompasses all the technologies people use to get work done in today’s workplace ... It ranges from your HR applications and core business applications to e-mail, instant messaging and enterprise social media tools and virtual meeting tools. – Deloitte
  3. Break down the barriers between people, Workplaces, and technologies Empower their employees to be productive and creative wherever they are... IT is a catalyst for new ways of working, but Competitive advantage increasingly comes from letting employees use technology in the way they want to. Requires a business culture that puts people first Quote from Klaus Holse (Microsoft Western Europe VP)
  4. Application selection has not been as straightforward. Knowing when to use what is a common question many ask. allow users to bring in their own apps, without even asking, as long as they meet some minimum pre-defined requirements (security and data backup/privacy/protection usually top the list.) IT periodically audits what's in use, looking for issues and concerns, and helps users get support if they need it, but is otherwise relatively hands off to manage cost and complexity. Azure App Discovery can help with this
  5. https://msdn.microsoft.com/en-us/library/windows/apps/dn722330.aspx
  6. The reason why Bots make sense is super simple. Every meeting you have in a company works in conversational manner. You ask, something, you receive some info. etc.
  7. Allows users to schedule a meeting within a team by syncing the calendars of all of people involved. If there is no free time, the bot will make other suggestions.
  8. A place where humans and systems meet to talk The real breakthrough in the conversational office era, is that office workers (AKA people) are not the only ones joining the conversation - it seems that office computerized systems and services are making themselves available through this conversational interface as well. Our bug system sends a status report over this interface, our CRM happily sends us a message when a lead is closed, our servers ask for help and send error logs in the same way a human would do.
  9. Clear priorities Blueprint for the roles and relationships of each department (R&D, marketing, sales, customer support, manufacturing, HR and IT). Map out how various technologies will be exploited to raise engagement levels and support the transition to a digital business.