Digital technologies are transforming the energy and utilities industry by changing customer expectations and fueling an explosion of data. This requires companies to reimagine the customer experience through a digital front office that uses data and analytics to provide personalized, seamless experiences across any channel. New market entrants are innovating through gamification, smart home devices, solar energy platforms and mobile apps. IBM's approach to help utilities transform includes capabilities like Watson, analytics, social media integration and smarter marketing to engage customers and gain insights from big data.
This thought-piece discusses how established companies can manage the duality dilemma triggered by the coexistence of new digital offerings and legacy products, and provides expert insights into how a common set of core capabilities can accelerate the digital transformation journey ahead.
Our supply chain expert shares insights on how Industry 4.0 is enabling companies to create lasting competitive advantage, sustainably and financially. This paper explores the key pillars of today’s sustainable supply chain and what variables have impacted its rise. Key points:
Industry 4.0 advances are being powered by the Internet of Things in which factory “command centers” are tethered to the cloud, enabling real-time monitoring and demand-driven configuration.
To win in today’s market firms must also embrace big data in a way that stiches together fragmented, custom e-commerce orders with reactive, optimized supply chains and factory production.
An overview of a framework companies can use to deliver on Industry 4.0 to seize a competitive advantage in today’s uber-connected world.
Companies embracing the new era of sustainability not only help the environment through decreased energy usage, but also please shareholders via expanding enterprise value – economically and sustainably.
In our latest white paper, our expert authors share insights on why an integrated, real-time approach is key to business planning in the digital age. This special report is the great work of our supply chain experts, who are leading some of our firm’s most innovative thinking and solutions with top global clients.
Learn About:
The evolution of planning capabilities in the enterprise
Why an integrated business planning (IBP) framework should include end-to-end business processes across the organization
A view into the different maturity levels an organization can achieve and strategies for developing a digital-driven IBP framework
How companies can get started and accelerate their journey to advanced business planning
Digital Transformation for Utilities: Creating a Differentiated Customer Expe...Cognizant
Utilities stand to reap large gains in customer-service efficiencies and user experience satisfaction by adopting a mobile-centric approach with apps that cover a wealth of transactional and engagement features.
apidays LIVE Paris - Deploy digital sobriety by Celine Lescopapidays
This document discusses making digital systems more sustainable. It notes that digital technology contributes significantly to greenhouse gas emissions and rare earth metal usage. It advocates for digital sobriety by minimizing consumption of non-renewable resources. The document proposes guiding organizations towards sustainable information systems by developing a sustainability culture, measuring environmental footprint, designing sustainable systems, and collaborating with partners. It also notes regulatory and industry changes needed like transparency from vendors and informed consumers. The overall goal is to transform information systems using a systemic approach to address this systemic problem.
In our latest piece, we share unique perspectives on how artificial intelligence is amplifying human potential and reshaping business. This article explore 3 fundamental questions:
How will AI shift the expectations of my customers?
How will AI transform the way my competitors run their businesses?
How should my company respond to AI?
This thought-piece discusses how established companies can manage the duality dilemma triggered by the coexistence of new digital offerings and legacy products, and provides expert insights into how a common set of core capabilities can accelerate the digital transformation journey ahead.
Our supply chain expert shares insights on how Industry 4.0 is enabling companies to create lasting competitive advantage, sustainably and financially. This paper explores the key pillars of today’s sustainable supply chain and what variables have impacted its rise. Key points:
Industry 4.0 advances are being powered by the Internet of Things in which factory “command centers” are tethered to the cloud, enabling real-time monitoring and demand-driven configuration.
To win in today’s market firms must also embrace big data in a way that stiches together fragmented, custom e-commerce orders with reactive, optimized supply chains and factory production.
An overview of a framework companies can use to deliver on Industry 4.0 to seize a competitive advantage in today’s uber-connected world.
Companies embracing the new era of sustainability not only help the environment through decreased energy usage, but also please shareholders via expanding enterprise value – economically and sustainably.
In our latest white paper, our expert authors share insights on why an integrated, real-time approach is key to business planning in the digital age. This special report is the great work of our supply chain experts, who are leading some of our firm’s most innovative thinking and solutions with top global clients.
Learn About:
The evolution of planning capabilities in the enterprise
Why an integrated business planning (IBP) framework should include end-to-end business processes across the organization
A view into the different maturity levels an organization can achieve and strategies for developing a digital-driven IBP framework
How companies can get started and accelerate their journey to advanced business planning
Digital Transformation for Utilities: Creating a Differentiated Customer Expe...Cognizant
Utilities stand to reap large gains in customer-service efficiencies and user experience satisfaction by adopting a mobile-centric approach with apps that cover a wealth of transactional and engagement features.
apidays LIVE Paris - Deploy digital sobriety by Celine Lescopapidays
This document discusses making digital systems more sustainable. It notes that digital technology contributes significantly to greenhouse gas emissions and rare earth metal usage. It advocates for digital sobriety by minimizing consumption of non-renewable resources. The document proposes guiding organizations towards sustainable information systems by developing a sustainability culture, measuring environmental footprint, designing sustainable systems, and collaborating with partners. It also notes regulatory and industry changes needed like transparency from vendors and informed consumers. The overall goal is to transform information systems using a systemic approach to address this systemic problem.
In our latest piece, we share unique perspectives on how artificial intelligence is amplifying human potential and reshaping business. This article explore 3 fundamental questions:
How will AI shift the expectations of my customers?
How will AI transform the way my competitors run their businesses?
How should my company respond to AI?
A.T. Kearney: Positioning for the Telematics Tipping PointbengillTU
Here is one of the keynote presentations from the hugely successful Insurance Telematics USA 2010.
During the presentation, two Vice Presidents from A.T. Kearney answer the following questions:
- How will the insurance telematics market evolve in the next 3-5 years?
- What are the implications for insurance companies?
- How should insurance companies position themselves for success in the face of uncertainty?
To view the presentation WITH AUDIO then click here:
http://www.telematicsupdate.com/insurance-telematics/presentations.shtml
Water po v transforming to operate in a digital world_finalRobert Cade
The document discusses how the Open Water Programme in the UK will transform water company operations and create a new competitive retail market. It states that companies who embrace digital technologies and operate as "Digital Masters" will have a competitive advantage. It identifies four key themes for companies to adapt to - business and technical alignment, customer centricity, leveraging data, and operating with pace and agility. Water companies will need to invest in digital capabilities and change their operating models to compete in the new retail market environment before 2017.
Industry 4.0 is the name of the next industrial revolution which is fueled by the advancement of digital technologies. It
is dramatically changing how companies engage in business activities. As a result, the disruptive nature of Industry 4.0
demands a reassessment of the requirements for IT. On the one hand, there is the possibility that the responsibilities of Chief Information Officers (CIOs) could be taken over by other executives such as the Chief Digital Officer (CDO) or the Chief Technology Officer (CTO). On the other hand, this
recent development creates entirely new perspectives for positioning themselves and their IT departments
within the business.
The impact of digital technologies is reaching a magnitude at which IT is considered a substantial
business driver, potentially placing CIOs in the driver’s seat.
Digital Business Whitepaper_ Digitizing the ESC_finalRichard Howells
The document discusses how companies must transform their extended supply chains to thrive in today's digital economy. It outlines a digital business framework with five key pillars: customer-centricity, individualized products, a sharing economy, optimizing scarce resources, and real-time visibility across core processes. The framework is built on SAP's digital platform including SAP HANA, which allows for real-time analytics and transactions. The document argues that companies must reimagine their business models, processes, and work to capture opportunities in the digital economy through greater connectivity, data-driven insights, and flexibility.
CMOs & CIOs: Aligning Marketing & IT to Elevate the Customer ExperienceCognizant
In the digital sphere, customer behaviors, organizational structures and entire business models are rapidly changing, compelling CIOs and CMOs to collaborate closely and often, and focus on the common goal of delivering consistent and exceptional customer experiences from day one.
Rethinking the Value Chain: New Realities in Collaborative BusinessCapgemini
For more information, visit: http://www.futurevaluenetwork.com
The report, “Rethinking the Value Chain: New Realities in Collaborative Business” is the culmination of the strategy and steps initiated by the Consumer Goods Forum (the CGF) Board of Directors as part of their commitment to positive action in bringing about much needed change in the industry. Capgemini and the CGF collaborated on the development of this report and the outcome of this work is a comprehensive paper that highlights exactly how the Consumer Products and Retail industries can anticipate and address the profound shifts in consumer behavior and the changing industry landscape.
The result of interactive working sessions and extensive interviews with thought leaders and subject matter experts, the report identifies future trends in the industry and recommends the adoption of a “value network” approach to doing business. This approach will engage manufacturers, retailers and additional stakeholders and will no longer think of the value chain as a linear journey. It highlights three megatrends on which the industry could collaborate and that should deliver a positive return on investment:
• Consumer engagement;
• Transparency and
• The last mile of distribution
The communications software market is undergoing a dramatic shift from legacy hardware- and network-centric systems to more efficient cloud-based tools that enable businesses to have more meaningful and informed contextual conversations with their customers.
Catalyst has seen this first-hand through its investment in Weave (recently named to the 2019 Forbes Cloud 100). For example, a common phone call between a dentist office using Weave and their patient has been transformed from “while I have you on the phone, is there anyone else in your family that needs an appointment?” to “while I have you on the phone, I see your children haven’t had appointments in over a year – should we get them scheduled next month as well?”
Weave’s solutions are just one example of how contextual communications are having an impact on how businesses communicate internally and with their customers – Catalyst believes we’re in the early days of a generational transformation and is excited to partner with more vertically and functionally focused businesses enabling contextual communications.
At Catalyst, we employ a proactive, research-based approach to investing, targeting sectors experiencing outstanding growth. If you are an owner, operator, or investor in a growth stage company innovating the way businesses communicate either with their customers or internally, we would like to hear from you. Please send inquiries and business plans to kyle@catalyst.com.
This document discusses how disruptive technologies will enable digitization of the manufacturing sector, known as Industry 4.0. It identifies technologies such as the internet of things, advanced robotics, 3D printing, and analytics that can transform companies. Companies must adapt their business models to capture new value from these technologies. The document estimates a total economic impact of $3.1 trillion globally by 2025 and provides examples of companies already implementing Industry 4.0 solutions. It also outlines opportunities for improved operational effectiveness, new business models, and an estimated 15% potential increase in overall operational efficiency.
Returns, the Value Conundrum: Accenture Post & Parcel Industry Research 2018accenture
With the rise of e-commerce, returns have become an integral part of the digital customer experience. See how dynamic friction control and dynamic routing control can transform this experience and improve operations.
Internet of Things: From Strategy to Action: Driving IoT to Industrial ScaleCognizant
This document discusses scaling Internet of Things (IoT) solutions from pilots to an industrial scale. It argues that full IoT value is not realized by connecting just a few devices, but rather by focusing on how these technologies can impact business strategies. To scale IoT solutions, organizations must address challenges like large numbers of devices, high volumes of data, security, and partner capabilities. Successful scaling requires understanding the business problem, how IoT amplifies value across a product's lifecycle, considering the physical environment, and realizing that an integrated approach from many partners is needed. The goal is for IoT systems to interact and become embedded in physical workplaces to drive business transformation.
Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...Cognizant
Amid constant change, industry leaders need an upgraded IT infrastructure capable of adapting to audience expectations while proactively anticipating ever-evolving business requirements.
Munich Re has established Digital Partners to engage with insurtech startups through partnerships, investments, and acquisitions. Digital Partners focuses on distribution and provides capital, products, analytics, and back office technology to partner companies. Munich Re has partnered with or invested in nine insurtech companies to date, including Blink which offers flight disruption insurance and Bought By Many which uses collective buying power to offer tailored insurance policies. Munich Re aims to learn from and support disruptive insurtech partners in order to capture new opportunities from the changing insurance landscape.
The automotive industry stands at an inflection point. Decades of progress across safety, connectivity and performance have led to a drastic change in the vehicles on the road and for sale today. In addition, several colossal technology-driven changes are on the near horizon, which will in turn lead to even more drastic changes for the industry.
As these transformations occur, the automotive industry is leaning on Automotive Technology (“Auto Tech”) businesses for help. Automotive businesses throughout the supply chain are improving themselves by injecting digitization, intelligence and automation into existing processes. Auto Tech companies enable auto businesses to do so by providing software, data & analytics and outsourcing solutions. New businesses are emerging, both to take market share from incumbents through technology-driven processes as well as leveraging emerging technology to create new markets (e.g. Uber & Lyft using ubiquitous wireless broadband connectivity and smartphone adoption to create the ride-hailing industry). Catalyst is looking to partner with exciting businesses at the heart of the automotive industry transformation. Catalyst is also interested in technology businesses serving verticals adjacent to automotive including trucks & trailers, power sports, recreational vehicles and boats.
Industrial ecosystems occur when byproducts from one manufacturing process become ingredients for another process, creating additional value and markets while reducing waste. A new company called W2W connects buyers and sellers of industrial byproducts using their proprietary SmarterMatch technology and expertise in key industrial areas to identify new connections and facilitate optimal matches between outputs and raw material needs. Their algorithm calculates the best matches based on weighted criteria like volume, price, location, consistency, and composition.
Key Take - Aways
This study will help to:
1. Identify the compartments of demand for different products/services of SMB type
2. Understand the behaviour of SMBs towards ICT adoption through various parameters like geography, vertical, age of company, ownership generation, employee size and revenue
3. Identify drivers & inhibitors as well as influencers affecting the IT purchase decision by SMBs
4. Identify the social media behaviour amongst SMBs
5. Understand current and future buying plans for specific categories of IT product/service (Cloud, enterprise mobility and PC based software)
6. Understand the current buying pattern as well as future buying preferences
2015 Global Contact Centre Benchmarking Report key findingsDImension Data
Key findings from the 2015 Global Contact Centre Benchmarking Report. Based on data collected from 901 organisations from 72 countries, this report presents a comprehensive global overview of the state of multichannel interactions, and customer management in contact centres.
For further information, and to get your copy of the Report, visit: www.dimensiondata.com/ccbenchmarking
Telcos Strategic Positioning in the new world: The revolution will be Digital...Rob Van Den Dam
The document discusses potential strategic growth plays for telecommunications companies (telcos) in response to emerging trends and the changing technology landscape. It outlines two potential strategic growth plays:
1) A strategic operational play of perfecting core operations through initiatives like customer intimacy, virtual channels, and optimizing networks.
2) Creating a "smarter ecosystem" where the telco positions itself at the center of a network of partners and services that power business and consumer needs. This involves building an "integrated ICT engine" to underpin the ecosystem through capabilities like managed infrastructure platforms and integrated IP communications services.
The document discusses how emerging digital technologies like big data, social media, mobile, cloud and analytics are fundamentally changing how people live and work. This is fueling an explosion of data and resetting customer expectations. As a result, business leaders are reprioritizing investments to transform the front office through a digital front office and globally integrated enterprise. This end-to-end transformation can deliver outcomes like new growth opportunities, differentiation, agility, and accelerated productivity.
Emergence and transformation of digital utilities in the “smart” era Capgemini
By Jonathan D Loretto and Michel van Zutphen
Oracle Open World 2013
Content:
The Emergence of the Digital Utility
Reinventing the Digital Customer Experience
A.T. Kearney: Positioning for the Telematics Tipping PointbengillTU
Here is one of the keynote presentations from the hugely successful Insurance Telematics USA 2010.
During the presentation, two Vice Presidents from A.T. Kearney answer the following questions:
- How will the insurance telematics market evolve in the next 3-5 years?
- What are the implications for insurance companies?
- How should insurance companies position themselves for success in the face of uncertainty?
To view the presentation WITH AUDIO then click here:
http://www.telematicsupdate.com/insurance-telematics/presentations.shtml
Water po v transforming to operate in a digital world_finalRobert Cade
The document discusses how the Open Water Programme in the UK will transform water company operations and create a new competitive retail market. It states that companies who embrace digital technologies and operate as "Digital Masters" will have a competitive advantage. It identifies four key themes for companies to adapt to - business and technical alignment, customer centricity, leveraging data, and operating with pace and agility. Water companies will need to invest in digital capabilities and change their operating models to compete in the new retail market environment before 2017.
Industry 4.0 is the name of the next industrial revolution which is fueled by the advancement of digital technologies. It
is dramatically changing how companies engage in business activities. As a result, the disruptive nature of Industry 4.0
demands a reassessment of the requirements for IT. On the one hand, there is the possibility that the responsibilities of Chief Information Officers (CIOs) could be taken over by other executives such as the Chief Digital Officer (CDO) or the Chief Technology Officer (CTO). On the other hand, this
recent development creates entirely new perspectives for positioning themselves and their IT departments
within the business.
The impact of digital technologies is reaching a magnitude at which IT is considered a substantial
business driver, potentially placing CIOs in the driver’s seat.
Digital Business Whitepaper_ Digitizing the ESC_finalRichard Howells
The document discusses how companies must transform their extended supply chains to thrive in today's digital economy. It outlines a digital business framework with five key pillars: customer-centricity, individualized products, a sharing economy, optimizing scarce resources, and real-time visibility across core processes. The framework is built on SAP's digital platform including SAP HANA, which allows for real-time analytics and transactions. The document argues that companies must reimagine their business models, processes, and work to capture opportunities in the digital economy through greater connectivity, data-driven insights, and flexibility.
CMOs & CIOs: Aligning Marketing & IT to Elevate the Customer ExperienceCognizant
In the digital sphere, customer behaviors, organizational structures and entire business models are rapidly changing, compelling CIOs and CMOs to collaborate closely and often, and focus on the common goal of delivering consistent and exceptional customer experiences from day one.
Rethinking the Value Chain: New Realities in Collaborative BusinessCapgemini
For more information, visit: http://www.futurevaluenetwork.com
The report, “Rethinking the Value Chain: New Realities in Collaborative Business” is the culmination of the strategy and steps initiated by the Consumer Goods Forum (the CGF) Board of Directors as part of their commitment to positive action in bringing about much needed change in the industry. Capgemini and the CGF collaborated on the development of this report and the outcome of this work is a comprehensive paper that highlights exactly how the Consumer Products and Retail industries can anticipate and address the profound shifts in consumer behavior and the changing industry landscape.
The result of interactive working sessions and extensive interviews with thought leaders and subject matter experts, the report identifies future trends in the industry and recommends the adoption of a “value network” approach to doing business. This approach will engage manufacturers, retailers and additional stakeholders and will no longer think of the value chain as a linear journey. It highlights three megatrends on which the industry could collaborate and that should deliver a positive return on investment:
• Consumer engagement;
• Transparency and
• The last mile of distribution
The communications software market is undergoing a dramatic shift from legacy hardware- and network-centric systems to more efficient cloud-based tools that enable businesses to have more meaningful and informed contextual conversations with their customers.
Catalyst has seen this first-hand through its investment in Weave (recently named to the 2019 Forbes Cloud 100). For example, a common phone call between a dentist office using Weave and their patient has been transformed from “while I have you on the phone, is there anyone else in your family that needs an appointment?” to “while I have you on the phone, I see your children haven’t had appointments in over a year – should we get them scheduled next month as well?”
Weave’s solutions are just one example of how contextual communications are having an impact on how businesses communicate internally and with their customers – Catalyst believes we’re in the early days of a generational transformation and is excited to partner with more vertically and functionally focused businesses enabling contextual communications.
At Catalyst, we employ a proactive, research-based approach to investing, targeting sectors experiencing outstanding growth. If you are an owner, operator, or investor in a growth stage company innovating the way businesses communicate either with their customers or internally, we would like to hear from you. Please send inquiries and business plans to kyle@catalyst.com.
This document discusses how disruptive technologies will enable digitization of the manufacturing sector, known as Industry 4.0. It identifies technologies such as the internet of things, advanced robotics, 3D printing, and analytics that can transform companies. Companies must adapt their business models to capture new value from these technologies. The document estimates a total economic impact of $3.1 trillion globally by 2025 and provides examples of companies already implementing Industry 4.0 solutions. It also outlines opportunities for improved operational effectiveness, new business models, and an estimated 15% potential increase in overall operational efficiency.
Returns, the Value Conundrum: Accenture Post & Parcel Industry Research 2018accenture
With the rise of e-commerce, returns have become an integral part of the digital customer experience. See how dynamic friction control and dynamic routing control can transform this experience and improve operations.
Internet of Things: From Strategy to Action: Driving IoT to Industrial ScaleCognizant
This document discusses scaling Internet of Things (IoT) solutions from pilots to an industrial scale. It argues that full IoT value is not realized by connecting just a few devices, but rather by focusing on how these technologies can impact business strategies. To scale IoT solutions, organizations must address challenges like large numbers of devices, high volumes of data, security, and partner capabilities. Successful scaling requires understanding the business problem, how IoT amplifies value across a product's lifecycle, considering the physical environment, and realizing that an integrated approach from many partners is needed. The goal is for IoT systems to interact and become embedded in physical workplaces to drive business transformation.
Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...Cognizant
Amid constant change, industry leaders need an upgraded IT infrastructure capable of adapting to audience expectations while proactively anticipating ever-evolving business requirements.
Munich Re has established Digital Partners to engage with insurtech startups through partnerships, investments, and acquisitions. Digital Partners focuses on distribution and provides capital, products, analytics, and back office technology to partner companies. Munich Re has partnered with or invested in nine insurtech companies to date, including Blink which offers flight disruption insurance and Bought By Many which uses collective buying power to offer tailored insurance policies. Munich Re aims to learn from and support disruptive insurtech partners in order to capture new opportunities from the changing insurance landscape.
The automotive industry stands at an inflection point. Decades of progress across safety, connectivity and performance have led to a drastic change in the vehicles on the road and for sale today. In addition, several colossal technology-driven changes are on the near horizon, which will in turn lead to even more drastic changes for the industry.
As these transformations occur, the automotive industry is leaning on Automotive Technology (“Auto Tech”) businesses for help. Automotive businesses throughout the supply chain are improving themselves by injecting digitization, intelligence and automation into existing processes. Auto Tech companies enable auto businesses to do so by providing software, data & analytics and outsourcing solutions. New businesses are emerging, both to take market share from incumbents through technology-driven processes as well as leveraging emerging technology to create new markets (e.g. Uber & Lyft using ubiquitous wireless broadband connectivity and smartphone adoption to create the ride-hailing industry). Catalyst is looking to partner with exciting businesses at the heart of the automotive industry transformation. Catalyst is also interested in technology businesses serving verticals adjacent to automotive including trucks & trailers, power sports, recreational vehicles and boats.
Industrial ecosystems occur when byproducts from one manufacturing process become ingredients for another process, creating additional value and markets while reducing waste. A new company called W2W connects buyers and sellers of industrial byproducts using their proprietary SmarterMatch technology and expertise in key industrial areas to identify new connections and facilitate optimal matches between outputs and raw material needs. Their algorithm calculates the best matches based on weighted criteria like volume, price, location, consistency, and composition.
Key Take - Aways
This study will help to:
1. Identify the compartments of demand for different products/services of SMB type
2. Understand the behaviour of SMBs towards ICT adoption through various parameters like geography, vertical, age of company, ownership generation, employee size and revenue
3. Identify drivers & inhibitors as well as influencers affecting the IT purchase decision by SMBs
4. Identify the social media behaviour amongst SMBs
5. Understand current and future buying plans for specific categories of IT product/service (Cloud, enterprise mobility and PC based software)
6. Understand the current buying pattern as well as future buying preferences
2015 Global Contact Centre Benchmarking Report key findingsDImension Data
Key findings from the 2015 Global Contact Centre Benchmarking Report. Based on data collected from 901 organisations from 72 countries, this report presents a comprehensive global overview of the state of multichannel interactions, and customer management in contact centres.
For further information, and to get your copy of the Report, visit: www.dimensiondata.com/ccbenchmarking
Telcos Strategic Positioning in the new world: The revolution will be Digital...Rob Van Den Dam
The document discusses potential strategic growth plays for telecommunications companies (telcos) in response to emerging trends and the changing technology landscape. It outlines two potential strategic growth plays:
1) A strategic operational play of perfecting core operations through initiatives like customer intimacy, virtual channels, and optimizing networks.
2) Creating a "smarter ecosystem" where the telco positions itself at the center of a network of partners and services that power business and consumer needs. This involves building an "integrated ICT engine" to underpin the ecosystem through capabilities like managed infrastructure platforms and integrated IP communications services.
The document discusses how emerging digital technologies like big data, social media, mobile, cloud and analytics are fundamentally changing how people live and work. This is fueling an explosion of data and resetting customer expectations. As a result, business leaders are reprioritizing investments to transform the front office through a digital front office and globally integrated enterprise. This end-to-end transformation can deliver outcomes like new growth opportunities, differentiation, agility, and accelerated productivity.
Emergence and transformation of digital utilities in the “smart” era Capgemini
By Jonathan D Loretto and Michel van Zutphen
Oracle Open World 2013
Content:
The Emergence of the Digital Utility
Reinventing the Digital Customer Experience
Reincarnating traditional infrastructure outsourcingNIIT Technologies
The document summarizes the decline of traditional infrastructure outsourcing models and the rise of next generation outsourcing providers. Specifically:
- Traditional outsourcing is declining due to dissatisfaction with rigid contracts and finger-pointing between vendors. New customers expect more flexibility and agility from providers.
- Next generation providers are adapting to new technologies and customer expectations by offering flexible, pay-per-use models focused on business value over strict service level agreements.
- A case study example shows how one IT provider delivered a mobile solution that improved a manufacturing client's productivity and customer satisfaction through real-time invoice processing.
This document provides a sales strategy for IPenable, which designs communications solutions for electric utilities and device vendors. It outlines IPenable's target customers, key decision makers, sales processes, and initial sales successes and failures. The strategy involves prospecting utilities and vendors through conferences, associations, and meetings with CTOs, project managers, and engineers. The sales cycle can take 6 months to 5 years as utility projects require significant planning. Initial successes came from informational calls to understand customer needs, while delays occurred without a clear customer strategy or impatience with long sales cycles in the utility sector.
The document discusses IBM's social business strategy and solutions. It describes how social media is changing how people interact and do business. It outlines how IBM helps companies integrate social technologies into their core business processes to gain competitive advantages like improving customer service, marketing, sales, and talent management. The document provides examples of how some companies have successfully used IBM's social business platforms and solutions.
While digital transformation is often focused on enhancing customer interactions, the document finds that the greatest impact may come from cost savings and operational changes beyond customer interfaces. An analysis of multiple industries found that the average potential bottom-line impact from cost reductions through digital transformation is 36% over five years, compared to an average of 20% from increased digital sales. To fully capture potential value, companies need to take a holistic view and apply digital tools across their entire business model and value chain, not just in customer-facing areas.
Big Data, customer analytics and loyalty marketingKevin May
Want to improve the customer experience while optimizing customer service, marketing spend and wallet share?
In this FREE webinar from Tnooz and IBM, attendees learn the benefits of big data analytics including:
Developing persona-level customer segmentation.
Improving products/services launches.
Optimizing return on marketing spend.
Utilizing social media analytics.
Webinar presenters are:
Kurt Wedgwood – information agenda consultant for travel and transportation, IBM
Tzaras Christon – executive vice president for growth, Aginity
Kevin May - editor and moderator, Tnooz
Gene Quinn - CEO and producer, Tnooz
Digitalization is critical for companies to survive in today's rapidly changing business environment. It involves leveraging technology to enhance products and services through customer loyalty and usage data-driven business models. Successful digitalization requires defining a digital business strategy, understanding the customer journey, partnering within a value network, and ensuring organizational readiness for agile technology adoption. Next Step Growth is a consulting firm that helps companies transform through its digitalization blueprint and hands-on experience scaling global organizations.
Discover more on Digital transformation In Utilities : https://www.wns.com/Portals/0/FSx/Documents/Articles/PDFFiles/600/228/The-Digital-Push-to-Enhance-Customer-Experience-in-Utilities-Article-Dec-2019.pdf
Analytics Center of Excellence | Data CoE |Analytics CoE| WNS TriangeRNayak3
WNS Triange, the data CoE and analytics CoE brings together domain experience, delivery capabilities, functional and technology best practices to help achieve excellence.
IBM Guide to Consumer Products Industry Technology TrendsTero Angeria
This guide provides a quick overview of what we believe manufacturers need to address within each of these
technological transformation areas and how IBM solutions can support that transformation.
IBM offers manufacturers the integrated solutions and services required to keep pace with today’s transformational business requirements. Based on the experiences and feedback from working with many leading consumer products clients around the globe, we have designed a portfolio of offerings that addresses the specific needs of consumer products companies from strategy and roadmap development to integrated software solution delivery all focused on using technology enablers to create new value across your enterprise.We help manufacturers deepen their relationships with their consumers, offer differentiated value to channel partners to generate competitive advantage, establish supply network improvements to increase efficiencies and achieve operational excellence—all for the express purpose of
supporting continued profitable growth.
The document discusses how cloud computing can provide benefits to consumer product companies by enabling faster responsiveness to changing business needs, higher consumer satisfaction, and lower operating costs. It notes that cloud computing allows flexible allocation of computing resources as needed and supports emerging analytics and innovation demands in a cost-effective way. The document highlights how IBM's cloud offerings like SAP on IBM Cloud can help run applications on shared computing resources to address waste from underutilized technology infrastructure.
The document discusses how cloud computing can provide benefits to consumer product companies by enabling faster responsiveness to changing business needs, higher consumer satisfaction, and lower operating costs. It notes that cloud computing addresses the waste of underutilized technology infrastructure by allowing computing capacity to be continuously adjusted and allocated efficiently. Cloud computing also provides the flexibility and cost-effectiveness required to meet emerging computing demands like analytics.
1. Digital disruptives are building digital business models around technology-enabled ecosystems and platforms.
2. These digital business models use data, automation, and connectivity to create new sources of value and differentiate themselves.
3. Successful digital disruptives design experiences with a digital-first approach, leverage data to power their business models, and open their operating models through platforms and partnerships to scale.
The document discusses UtiliVATION, a series of innovation frameworks and market insights from Indigo Advisory Group that provides innovation analysis and market intelligence for utilities. UtiliVATION includes an innovation prioritization matrix, business case evaluation process, and commercial availability analysis. Indigo's approach using UtiliVATION aims to rapidly deploy innovative projects and identify investment opportunities through analyzing emerging technologies and their adoption across the utility value chain.
89% of consumers switch to a competitor after a poor CX Abhishek Sood
89% of consumers switch to a competitor following a poor customer experience, according to an Oracle study. But how can you use digital technology to improve your customers' experience?
Uncover how several prominent businesses embraced digital technologies to retain customers and increase profits. For example, Domino's Pizza had a 23% growth in profit after it allowed customers to track their deliveries online.
Discover the 4 factors that can make a digital transformation project profitable and worthwhile.
The document discusses how lean principles can be applied across an entire enterprise to create value for customers. It emphasizes identifying and aligning value streams across design and manufacturing. Removing waste through continuous flow and pull systems is key. Integrating people, processes, and IT helps overcome challenges. E-business is important for reaching new markets and tightening supply chain linkages to enable the lean enterprise.
The document discusses emerging business models and their implications for small and medium enterprises (SMEs). It provides examples of companies that have innovated their business models, such as offering products as a service, pay-per-use models, and collaborating with customers. The document also notes that digital transformation is imperative for SMEs to remain competitive, but many SMEs in Singapore have challenges adopting new business models. Some SMEs in Singapore that have successfully adopted new models are highlighted.
Work clearance management operational switchingrobgirvan
This document summarizes the operational switching program implemented at the California Department of Water Resources (DWR) to safely shut down hazardous energy sources for equipment maintenance. It discusses DWR's implementation of SAP's Work Clearance Management module, including developing master data, configuration, permit and logging screens, tagging printers, and testing. The program went live in 2012 and has resulted in fewer than 5 issues statewide with no operational near misses due to switching. Key lessons learned include the importance of extensive testing and updating master data.
Using sap implementation to drive process changerobgirvan
The document discusses Nebraska Public Power District's (NPPD) implementation of SAP software to drive process change across multiple business units. It outlines 11 key success factors for managing change, including planning the project around enabling process change rather than just the system implementation, building a prototype to visualize changes, engaging impacted areas early through roadshows, focusing on clear business drivers, and using advanced SAP user interface tools to ease the transition. While some drift from standard processes has occurred, the presentation emphasizes recognizing the large scope of change management and planning for ongoing governance to support lasting change.
Using hana to add value to electric & gas revenue integrityrobgirvan
This document discusses PSEG's implementation of SAP HANA to improve its Revenue Integrity Department's (RID) operations. It details how PSEG loaded over 200 million rows of data from 16 ECC tables into HANA, reducing response times for reports from over 24 hours to just 93 seconds. PSEG took a phased approach, first gaining HANA expertise, then implementing HANA in a proof of value exercise before a full production rollout. The implementation has increased the number of cases identified and reduced the cycle time to identify lost revenue cases. PSEG anticipates further benefits and future uses of HANA across its operations.
Puget Sound Energy (PSE) implemented a Customer Relationship and Billing (CR&B) project to transform its customer experience and operations. The project involved migrating over 1 million customer records and implementing SAP CRM, ECC, and other systems. It included 33 business processes, over 600 users, and extensive data migration and testing efforts. The project improved customer service and visibility, established a common customer view, enabled analytics and self-service capabilities, and positioned PSE for future technologies on a lower total cost of ownership platform. Lessons learned included the importance of governance, data management, relentless testing, and change management.
Too big for twitter the superstorm sandy experiencerobgirvan
PSE&G, a New Jersey utility company, significantly expanded its use of Twitter during Superstorm Sandy in 2012. PSE&G gained over 50,000 new Twitter followers during the storm and saw engagement levels far exceeding typical volumes. The company coordinated response efforts between various departments and leveraged influencers to spread important storm updates and information to many users. PSE&G's social media response demonstrated how mobile technologies can effectively disseminate critical utility information during emergencies.
The smart grid journey at oklahoma gas and electricrobgirvan
OGE Energy Corp implemented a smart grid program between 2010-2012 that included installing smart meters for nearly 800,000 customers, deploying demand response programs, and enabling remote disconnects and reconnects. The program goals were to reduce operational costs, engage customers, avoid building new power plants, and improve reliability. OGE customized their SAP system to support meter deployment, dynamic pricing, demand response programs, and remote service provisioning through the smart grid infrastructure.
A utility company called Peoples Natural Gas was sold to a new private owner in 2010. This meant the company had to build its IT systems, staff, headquarters, and data center from scratch within 18 months while also implementing new customer service and billing systems. Over this time period, the company hired staff, established projects and budgets, implemented SAP ECC for ERP along with over 70 other systems, built infrastructure including a new data center and networks, and went live on time. Key to the success was strong project management, the right implementation partners, addressing issues rapidly, and focus on customer service metrics after go-live.
This document provides an agenda for an event including speaker names, titles, and topics. It recognizes donations made to an energy assistance fund and thanks the event organizers, guest speakers who will discuss enabling utilities to transform customer relationships and standing up a new utility in under 14 months, and encourages attendees to enjoy the conference.
Simplifying the work order business processes at marin municipal water distri...robgirvan
GuiXT was used to improve the plant maintenance business processes at Marin Municipal Water District (MMWD) by simplifying the work order creation process. GuiXT reduced the number of clicks, keystrokes, and screens needed to create a work order compared to the standard SAP process. It also linked work orders to other systems like GIS and document management. Additional improvements included streamlining time entry into CAT2 from work orders and converting paper forms into electronic forms attached to work orders. GuiXT helped improve navigation of work orders and finding equipment information. Overall it provided a more intuitive interface for users and reduced training needs.
Sap hana experiences at southern california edison — bw hana and standalone hanarobgirvan
Southern California Edison implemented SAP HANA to improve business intelligence and analytics capabilities. They migrated their SAP BW system and data warehouse to HANA, reducing database size by over 70% through compression. This improved nightly data loading times by 3x and report query speeds by up to 50x. SCE also implemented standalone HANA for new big data analytics applications and real-time data replication. The HANA implementation helped lower SCE's total cost of ownership and improved operational efficiency through faster analytics.
Replacement of legacy cis with sap cr&b at phirobgirvan
The document summarizes Pepco Holdings Inc.'s decision to replace its legacy customer information systems with SAP CR&B. It describes PHI's analysis process over multiple phases from 2010-2011 which engaged stakeholders and considered traditional costs/benefits as well as flexibility for a changing industry. The analysis indicated SAP CR&B could provide substantial benefits over the aging legacy systems and PHI proceeded with plans to replace the systems with a new SAP-based solution.
Reaching new levels of customer service and billing accuracies with advanced ...robgirvan
Atmos Energy implemented a new SAP CRM and billing system to address issues with their legacy systems. The project involved configuring SAP modules for call center, billing, dispatch, and analytics. Exception management was identified as a key challenge after go-live. Atmos worked with Basis Technologies to implement BDEx and MDR-TOR tools to provide a centralized view of exceptions, reduce resolution times, and allow analysis of configuration changes to prevent future exceptions. The solutions helped Atmos quickly address issues and exceptions after go-live and provided ongoing benefits for continuous improvement.
The document discusses factors that will impact the US power industry in the future, including rising capital and operating costs, changing demand, and new technologies. It frames these factors as part of an equation where the cost per kWh sold is determined by capital and operating costs (the numerator) divided by kWh consumed (the denominator). The document suggests the industry may see changes to both the numerator (e.g. fuel costs, environmental regulations) and denominator (e.g. demand, efficiency advances). It also discusses strategies like reducing costs, growing demand, and pursuing new revenue streams to improve the outlook of the "math" facing utilities.
This document summarizes a utility conference organized by SAP. It provides an agenda for the conference including presentations on designing the modern utility, highlights of cloud computing, mobility, and customer engagement. It also lists the event sponsors and introduces Todd Inlander from Southern California Edison as a speaker. Additional documents provide more details on Southern California Edison including their service territory, technology accomplishments using SAP solutions, and how SCE is aligning operations with industry changes.
The document discusses the challenges facing modern utilities including growing populations and cities, increasing extreme weather events, complex infrastructure needs, changing roles of consumers, and convergence of information technology and operational technology. It presents SAP solutions for utilities to help address these challenges through offerings that support areas like asset optimization, managing the intelligent grid, customer experience, and an SAP convergence platform.
Key findings when upgrading your sap crm systemrobgirvan
Gwinnett County implemented SAP CRM in 2006 and upgraded to CRM 7.0 EHP2 in 2013. Key findings from the upgrade included:
- Leveraging SAP tools like Solution Manager and custom code checks to improve the upgrade.
- Extensive automated testing was worthwhile to reduce defects during go-live.
- Change management and user training were critical due to past negative experiences.
- Contract management presented risks due to expertise required and potential data impacts.
The project took 11 months and went live with minor replication issues resolved. Lessons included allowing time for testing and training, cleaning data, and engaging users.
Iberdrola usa improves customer satisfaction, productivity and crew safety wi...robgirvan
The document provides an overview of Iberdrola USA's implementation of ClickSoftware's workforce scheduling and optimization solution to replace their existing SAP MAU application. Some key points:
- ClickSoftware's ClickSchedule, ClickMobile, ClickLocate and ClickAnalyze modules were implemented for over 660 field workers across NYSEG and RG&E to optimize scheduling, routing and improve emergency response.
- The project involved integrating ClickSoftware with SAP via a SAP PI adapter and ESRI for GIS integration. Testing uncovered some issues but no critical bugs at go-live.
- Initial rollout challenges included optimizing automatic scheduling results and addressing user acceptance of new mobile solution. Lessons learned centered
Huntsville utilties and source gas — delivering total customer carerobgirvan
Huntsville Utilities implemented SAP BCM and CRM software to improve its customer service operations. With the new system, call center agents can handle customer inquiries through a single interface integrated with the CRM system. This allows agents to access customer information and handle calls, emails, chats and SMS through the same platform. The new system has increased productivity, reduced resolution times, and improved customer satisfaction levels. Huntsville Utilities now handles over 350,000 calls per year through its 25 agent call center. Supervisors can monitor agent performance and call volumes in real-time through the online monitoring tools.
The City of Cape Town successfully implemented SAP AMI (Advanced Metering Infrastructure) to automate its meter reading processes. Key factors for the project's success included strong business involvement, well-defined scope, and ensuring execution stayed ahead of milestones. The implementation went live ahead of schedule and automated previously manual tasks like meter readings and service notifications. It established a platform for future phases and provided value by integrating customer-facing portals with meter data. Overall, the project achieved its goals of automating processes and providing consumers with accurate energy usage information.
How to analyze your sap data and optimize your workforcerobgirvan
Southern California Edison analyzed its SAP work management data to optimize workforce planning and performance. It filtered data into standardized sets for actual vs planned work, categorizing by who, what, where, when and quantities. This provided visibility into workloads, resources, and performance against strategic goals. Challenges included developing flexible solutions and strong user involvement. Benefits included reduced processing time, integrated planning views, and increased precision to better manage costs, throughput and infrastructure goals. Key lessons included establishing business sponsorship, involving users, and driving change through plans rather than individuals.
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Enhancing Adoption of AI in Agri-food: IntroductionCor Verdouw
Introduction to the Panel on: Pathways and Challenges: AI-Driven Technology in Agri-Food, AI4Food, University of Guelph
“Enhancing Adoption of AI in Agri-food: a Path Forward”, 18 June 2024
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Explore the details in our newly released product manual, which showcases NEWNTIDE's advanced heat pump technologies. Delve into our energy-efficient and eco-friendly solutions tailored for diverse global markets.
Efficient PHP Development Solutions for Dynamic Web ApplicationsHarwinder Singh
Unlock the full potential of your web projects with our expert PHP development solutions. From robust backend systems to dynamic front-end interfaces, we deliver scalable, secure, and high-performance applications tailored to your needs. Trust our skilled team to transform your ideas into reality with custom PHP programming, ensuring seamless functionality and a superior user experience.
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Discover the Beauty and Functionality of The Expert Remodeling Serviceobriengroupinc04
Unlock your kitchen's true potential with expert remodeling services from O'Brien Group Inc. Transform your space into a functional, modern, and luxurious haven with their experienced professionals. From layout reconfiguration to high-end upgrades, they deliver stunning results tailored to your style and needs. Visit obriengroupinc.com to elevate your kitchen's beauty and functionality today.
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...BBPMedia1
Nathalie zal delen hoe DEI en ESG een fundamentele rol kunnen spelen in je merkstrategie en je de juiste aansluiting kan creëren met je doelgroep. Door middel van voorbeelden en simpele handvatten toont ze hoe dit in jouw organisatie toegepast kan worden.
Ellen Burstyn: From Detroit Dreamer to Hollywood Legend | CIO Women MagazineCIOWomenMagazine
In this article, we will dive into the extraordinary life of Ellen Burstyn, where the curtains rise on a story that's far more attractive than any script.
The Steadfast and Reliable Bull: Taurus Zodiac Signmy Pandit
Explore the steadfast and reliable nature of the Taurus Zodiac Sign. Discover the personality traits, key dates, and horoscope insights that define the determined and practical Taurus, and learn how their grounded nature makes them the anchor of the zodiac.
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