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Neil Ward-Dutton, Founder & Research Director at MWD Advisors - Innovating digital operations through a new wave of workplace technology
The document discusses how digital technologies like cloud, mobile, IoT, and big data are driving changes in customer expectations and the need for companies to innovate their digital operations and customer experiences. It notes that competing on price or products alone is unsustainable and companies must deliver seamless, engaging experiences across all customer touchpoints. The document also examines the challenges of integrating customer experiences across internal systems and external partners and the role of digital strategies and digital work platforms in addressing these challenges.
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Neil Ward-Dutton, Founder & Research Director at MWD Advisors - Innovating digital operations through a new wave of workplace technology
- 1. Innovating digital operationsthrough a new wave of workplace technology mwd a d v i s o r s helping you create business improvement from IT investment Neil Ward-Dutton Founder, Research Director
- 2. A perfect storm Cloud services Social platforms Mobile and multi-channel IoT Big Data … “If the rate of change on the outside exceeds the rate of change on the inside, the end is near.” - Jack Welch © MWD Advisors 2014 www.mwdadvisors.com 2
- 3. Competing purely onprice or product is unsustainable. What about customer experience? Service Home from home Seamless “Always” Open These companies are setting your customers’ expectations for service and experience © MWD Advisors 2014 www.mwdadvisors.com 3
- 4. Joining the dots Digitally integrated business activities Gather intelligence through each customer journey to make future experiences more engaging Marketing Your customer Customer Journey stage 1 Customer Journey stage 2 Customer Journey stage 3 Customer Journey stage n Service Customer Journey stage n+1 Sales Operations © MWD Advisors 2014 www.mwdadvisors.com 4
- 5. Delivering on customers’expectations – the challenge Your core Supplier X Partner B Partner A Your service centres Supplier Y Enterprises and value chains have been engineered to be dispersed, flexible Great experiences need to be integrated © MWD Advisors 2014 www.mwdadvisors.com 5
- 6. Never drop theball Share knowledge and co-ordinate work at scale © MWD Advisors 2014 www.mwdadvisors.com 6
- 7. Digital strategy cannotexist in a vacuum Leveraging new platforms for new types of connection, exchange and transaction Internet of conversations Customer strategy Product / service strategy DIGITAL STRATEGY driven by data Operations strategy Internet of applications, platforms Internet of infrastructure, products Internet of personal devices © MWD Advisors 2014 www.mwdadvisors.com 7
- 8. What CIOs thinkabout digital strategies 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% We can become more efficient We can better connect to customers and markets We can become more profitable We can compete more effectively We can become more agile We know how to measure its success We can reshape our internal operations and management systems We can reinvent our products and services It takes our existing technology strategies and investments into account It's well understood by all functional and line-of-business leaders We have all the technology skills we'll need We have all the change management skills we'll need Don't know Strongly disagree Partly disagree Neutral Partly agree Strongly agree © MWD Advisors 2014 www.mwdadvisors.com 8
- 9. What CIOs thinkabout digital strategies 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% We can become more efficient We can better connect to customers and markets We can become more profitable We can compete more effectively We can become more agile We know how to measure its success We can reshape our internal operations and management systems We can reinvent our products and services It takes our existing technology strategies and investments into account It's well understood by all functional and line-of-business leaders We have all the technology skills we'll need We have all the change management skills we'll need Don't know Strongly disagree Partly disagree Neutral Partly agree Strongly agree © MWD Advisors 2014 www.mwdadvisors.com 9
- 10. An emerging DigitalWork Platforms space (For ball-dropping avoidance) Workflow/ BPM Case Management Collaboration Project/Task Management Integrated Immediate Open Tailored Consistent Engaging … Measurable Auditable Improvable © MWD Advisors 2014 www.mwdadvisors.com 10
- 11. mwd a dv i s o r s helping you create business improvement from IT investment Discussion 11
- 12. Some proposed discussionpoints • Do you see this trend? • Do you already have an investment in this area? • Do you have a digital work platform strategy? • Is there value in ‘digitising’ the workplace?
- 13. @neilwd neilwd@mwdadvisors.com Thankyou for sharing your insights! mwd a d v i s o r s helping you create business improvement from IT investment