Digital transformation efforts often focus solely on customer experiences. However, CX is just one piece of a successful digital transformation strategy. While external experiences must change to deliver new channels and personalized service, internal operations and systems must also be transformed to increase efficiency, enable innovation, and transcend touchpoints to deliver a truly seamless customer experience. View this SlideShare and learn how: Digital predators are approaching platform modernization APIs, IoT, cloud, data and analytics, DevOps and microservices drive innovation and support digital transformation To evaluate your current platform and identify ways to align IT changes with your digital transformation goals To create a roadmap for implementing core process and technology changes

1. Modernize Core Technology to
Accelerate Digital Transformation

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About Perficient
Perficient is the leading digital
transformation consulting firm serving
Global 2000 and enterprise customers
throughout North America.
With unparalleled information technology, management
consulting, and creative capabilities, Perficient and its
Perficient Digital agency deliver vision, execution, and
value with outstanding digital experience, business
optimization, and industry solutions.

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487 Million 2016 revenue
1997 Founded
PRFT Listed on NASDAQ
90% Repeat Business Rate
Employees
2800+
N. America locations
23
Global US, EU, China + India

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Strategic Capabilities

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Speaker Introductions
MICHAEL PORTER
Managing Principal,
Strategic Advisors
ERIC ROCH
Principal,
IT Modernization

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Modernize Core
Technology to Accelerate
Digital Transformation

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Rising Customer
Expectations
Continual
Connectedness
Organizational
Velocity
Abundance of
Customer Data
CX Trends Driving Change

8. Symptoms of Digital Gaps
UX
• Inaccurate
information
• On-boarding errors
• Cumbersome
in-store pickup
• Billing errors
• Lagging logistics
People
• Operating in silos
• Skills gap
• Entrenched in
legacy culture
• Lack of innovation
Process
• IT as a cost center
• Disconnected from
customer value
• Forms and emails
• Lack visibility and
optimization
• Manual inefficiencies
Platforms
• Outdated – deferred
investment
• Slow to change
• Bolt-on user
experience
• Not integrated
• Perpetuate data
quality issues
Holistic customer experiences transcend touchpoints

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Digital Customer Experience
Digital Operational Excellence
Digital
Transformation
Differentiation
Efficiency

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Customer Touch Points Expose IT Weaknesses
Business process
digitalization creates a
frictionless customer
experience.

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CIOs Should Ramp Up Digital Operations
Innovation
• Use customer journey maps to find
low-hanging fruit
• Partner with operational leaders to drive
needed changes
• Stand up innovation hubs that specifically
address improving business operations
Digital Operational
Excellence
Source: Forrester Brief: Unleash The Power Of Digital Operational Excellence

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Understanding the
Customer Journey
A good customer journey map
illustrates every interaction a
customer makes while
completing a transaction.
A best-in-class map
incorporates data and customer
input to identify pain points and
opportunities.
What IT systems, processes, and platforms
impact the customer experience?

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Shifting Focus to IT
Operations and Technology
Looking beyond the customer journey
into the:
- Underlying IT systems
- Platforms
- Operational processes
that support and underpin the
customer experience.

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Shifting Focus to IT
Operations and Technology
Looking beyond the customer journey
into the:
- Underlying IT systems
- Platforms
- Operational processes
that support and underpin the
customer experience.

15. Operational Challenges
Legacy Systems
• Systems that
embody old
business models
• Difficult and slow
to change
People
• Keeping the lights on
versus innovation
• Skills gap
• Culture
Process
• Silos exposed in the
customer experience
• Stability versus agility
Platforms
• Barrier to innovation
• Dated architecture
• Fragmented

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Assessing IT
Modernization
People, Process, and Platform

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The Digital Business Technology Platform
Source: Gartner “Building a Digital Business Technology Platform” (June 2016)
According to Gartner, a digital business
is supported by a technology platform in
five areas:
1. Information systems platform
2. Customer experience platform
3. Data and analytics platform
4. Internet of Things (IoT) platform
5. Ecosystems platform (APIs)

18. Defining the value of the
DIGITAL PLATFORM
Agility
• Agile methodology
• DevOps
• Microservices
Data
• Data quality
• Customer insights
• Operational analytics
APIs
• Innovation
• Integration
• Development velocity
Cloud
• Break legacy bonds
• Speed to market
• Experiment

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How does your organization map to
Gartner’s platform model? What are the
people and process barriers to your digital
transformation strategy?
You must assess:
- People culture and skills
- Platforms
- Process maturity
Identifying Gaps

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Assessing the Platform
• What do you have now?
• How does your current state
compare to best in class?
• How critical is the platform
component to your digital
strategy?

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Comparing to Reference Architecture
How do platform components best work together, and where are my gaps?

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Assessing Maturity
How do I compare to industry standard measurements? What targets can be set to mature?

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Keys to IT Process Modernization
• Bimodal IT
• Innovation lab
• Standards and guidance
• Architecture patterns
• Self-service governance
• Agile
• DevOps
• Skills and training
• Roadmap

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DevOps for Collaborative and Automated Processes
An integrated and collaborative solution, with end-to-end enterprise governance across IT teams of any size; to plan
business requirements, architect, design, build, package, stage, and deploy across the heterogeneous data center
Shorten cycle times
and deliver value
faster… Innovation
Optimize resource
time… Focus
Reduce or eliminate
waste… Deliver
Increase quality and
velocity… Compete

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Building Your Roadmap

26. Addressing Challenges
People
• Culture bias for
legacy
• Skill gaps and
availability
• Training and
knowledge transfer
Process
• Agile
• Governance
• DevOps
• Self-service
Funding Model
• Project based-
funding
• Program funding
• Shared platforms
and assets
Execution
• Sponsorship
• Steering
• Digital PMO
• Projects
• Measurements

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Digital Transformation Framework

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Breaking it into Themes
TRACK 1 TRACK 2 TRACK 3 TRACK 4
Customer
Experience
Agility Data Management Integration
• Digital strategy
• Journey maps
• Mobility
• Website
• Digital marketing
• Agile lifecycle
• Training
• Backlog/Sprint
• CI/CD
Automation
• DevOps
• Reference
architecture and
platform
• Standards and
patterns
• Organization and
governance
• Hybrid platform
• Standards and
patterns
• Organization and
governance

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High-level Steps
• Understand customer experience through journey maps
• Categorize and prioritize opportunities
• Define target state and identify gaps
• Produce roadmap timelines and estimates – people, process,
platform
• Organization change and Digital PMO
• Project charters and budget
Defining the Digital Roadmap
Qualitative and quantitative analysis is
required for effective transformation!

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One Example

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Getting Started

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CX IQ Self-Assessment
• Self-assessment of CX capabilities
across seven dimensions:
Customer Insight, Strategy, Design
Process, Enabling Technologies,
Operations, Measurement and Culture
• Measures your ability to create,
deliver, and sustain customer
experiences
• Assess strengths and gaps
• CX score and recommendations
• Bit.ly/cx-iq

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Questions

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• Facebook.com/Perficient
• Twitter.com/PRFT_Transform
• Blogs.perficient.com/digitaltransformation
Next up:
Follow Us Online
[Guide] Digital Transformation
Predictions: Top 10 Trends You Need
to Know - http://bit.ly/DTPredictions
Social:

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Thank You