This research by Altimeter reflects the challenges related to transforming businesses in the era of digital. It is more about people and culture than technology.
Eight Success Factors of Digital Transformation by Brian SolisBrian Solis
Over the last 7 years, Brian Solis pioneered digital transformation research.. In this report in partnership with Altimeter Group, Brian observed a series of important patterns that companies follow in their work to digitally transform. We learned that strategists take an “OPPOSITE” approach to business as usual as they seek new and alternative insights and methodologies to blaze new trails.
In this report, Brian introduces the “OPPOSITE” framework, an acronym that represents a compilation of best practices guiding today’s successful organizations through their digital transformation efforts. These best practices apply to eight key areas of focus for the organization:
1) Orientation
2) People
3) Processes
4) Objectives
5) Structure
6) Insights & Intent
7) Technology
8) Execution
For companies looking to jump start their digital transformation efforts, this report provides a blueprint for stakeholders across the organization to come together, create a shared vision and take the first steps towards thriving in the new digital reality.
Report download: https://insights.prophet.com/8-success-factors-of-digital-transformation
Article: https://www.prophet.com/2016/08/opposite-approach-framework-for-digital-transformation/
Digital Transformation is used very frequently in all types of business discussions as an umbrella term to cover a diverse range of technology / business initiatives. This slide deck tries to capture the essence of Digital Transformation which is really about strategic transformations at business level, and not just technology. Key insights about transformation across 5 domains (Customers, Competition, Data, Innovation, Value) are built up step by step, and will help in connecting the dots across diverse topics.
Thoughts on best practices to guide digital transformation. Covers 5 areas:- leadership, organisation and culture, the customer experience, the digital platform and execution.
The Six Stages of Digital Transformation by Brian SolisBrian Solis
For companies faced with the prospect of “Digital Darwinism,” the hardest part is evaluating what need to be changed first. In Brian Solis' deepest dive into Digital Transformation yet, he created a maturity model that helps companies assess exactly where they are, and where they need to be on the road to digital transformation.
After several years of interviewing those helping to drive digital transformation, we have identified a series of patterns, components, and processes that form a strong foundation for change. We have organized these elements into six distinct stages:
Business as Usual
Present and Active
Formalized
Strategic
Converged
Innovative and Adaptive
Work with Brian to develop research, thought leadership or strategy to survive and thrive in an era of digital Darwinism. brian@briansolis.com - www.briansolis.com | Hire Brian to keynote your next event! www.briansolis.com/speaking
The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...Brian Solis
Digital transformation (DX) is shaping the future of business. While it can mean different things to different leaders, DX is about migrating from on-premises and labor-based models to the cloud, then complementing migration with cloud capabilities and agility. But to stop there would miss the full potential of using the cloud to enable DX.
The potential of DX is the sum of its parts: “digital” and “transformation.” Explored in isolation, we’re limited to either the constant pursuit and implementation of new technologies that enhance capabilities or a focus on change to modernize and become more efficient and innovative. Combined, they represent the future of business, how it operates, how it serves customers and employees, and how it adapts to industry evolution.
DX is continuous, never ends, and never a “won and done” series of checked boxes. DX is how organizations continually respond to disruptive events, trends, and technologies – beyond IT. The most effective partners in a DX journey explore existing states and capabilities within, benchmark those results against industry best practices and customer needs, and apply those insights to a strategic digital transformation plan of their own.
Future-proofing public sector and commercial businesses starts with future-proofing partner businesses. The PTP is an accelerator to drive DX and business modernization from B2B all the way to B2C. The PTP provides partners with the guidance to accelerate the development of their AWS skills and expertise to better serve their government, education, or nonprofit and also commercial customers’ journeys to the cloud.
Introducing the AWS Partner Transformation Program eBook
For PTP partners to get started, AWS created a DX playbook “The AWS Partner Transformation Program: Setting the Stage to Transformation Your Business.”
The eBook explores digital trends, DX methodologies, and the needs and areas of opportunity for partner organizations. The eBook can help PTP partners chart a “transformation plan” to set the stage for their customers’ digital transformation.
The time is now to future-proof your business to future-proof your customer's business.
Eight Success Factors of Digital Transformation by Brian SolisBrian Solis
Over the last 7 years, Brian Solis pioneered digital transformation research.. In this report in partnership with Altimeter Group, Brian observed a series of important patterns that companies follow in their work to digitally transform. We learned that strategists take an “OPPOSITE” approach to business as usual as they seek new and alternative insights and methodologies to blaze new trails.
In this report, Brian introduces the “OPPOSITE” framework, an acronym that represents a compilation of best practices guiding today’s successful organizations through their digital transformation efforts. These best practices apply to eight key areas of focus for the organization:
1) Orientation
2) People
3) Processes
4) Objectives
5) Structure
6) Insights & Intent
7) Technology
8) Execution
For companies looking to jump start their digital transformation efforts, this report provides a blueprint for stakeholders across the organization to come together, create a shared vision and take the first steps towards thriving in the new digital reality.
Report download: https://insights.prophet.com/8-success-factors-of-digital-transformation
Article: https://www.prophet.com/2016/08/opposite-approach-framework-for-digital-transformation/
Digital Transformation is used very frequently in all types of business discussions as an umbrella term to cover a diverse range of technology / business initiatives. This slide deck tries to capture the essence of Digital Transformation which is really about strategic transformations at business level, and not just technology. Key insights about transformation across 5 domains (Customers, Competition, Data, Innovation, Value) are built up step by step, and will help in connecting the dots across diverse topics.
Thoughts on best practices to guide digital transformation. Covers 5 areas:- leadership, organisation and culture, the customer experience, the digital platform and execution.
The Six Stages of Digital Transformation by Brian SolisBrian Solis
For companies faced with the prospect of “Digital Darwinism,” the hardest part is evaluating what need to be changed first. In Brian Solis' deepest dive into Digital Transformation yet, he created a maturity model that helps companies assess exactly where they are, and where they need to be on the road to digital transformation.
After several years of interviewing those helping to drive digital transformation, we have identified a series of patterns, components, and processes that form a strong foundation for change. We have organized these elements into six distinct stages:
Business as Usual
Present and Active
Formalized
Strategic
Converged
Innovative and Adaptive
Work with Brian to develop research, thought leadership or strategy to survive and thrive in an era of digital Darwinism. brian@briansolis.com - www.briansolis.com | Hire Brian to keynote your next event! www.briansolis.com/speaking
The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...Brian Solis
Digital transformation (DX) is shaping the future of business. While it can mean different things to different leaders, DX is about migrating from on-premises and labor-based models to the cloud, then complementing migration with cloud capabilities and agility. But to stop there would miss the full potential of using the cloud to enable DX.
The potential of DX is the sum of its parts: “digital” and “transformation.” Explored in isolation, we’re limited to either the constant pursuit and implementation of new technologies that enhance capabilities or a focus on change to modernize and become more efficient and innovative. Combined, they represent the future of business, how it operates, how it serves customers and employees, and how it adapts to industry evolution.
DX is continuous, never ends, and never a “won and done” series of checked boxes. DX is how organizations continually respond to disruptive events, trends, and technologies – beyond IT. The most effective partners in a DX journey explore existing states and capabilities within, benchmark those results against industry best practices and customer needs, and apply those insights to a strategic digital transformation plan of their own.
Future-proofing public sector and commercial businesses starts with future-proofing partner businesses. The PTP is an accelerator to drive DX and business modernization from B2B all the way to B2C. The PTP provides partners with the guidance to accelerate the development of their AWS skills and expertise to better serve their government, education, or nonprofit and also commercial customers’ journeys to the cloud.
Introducing the AWS Partner Transformation Program eBook
For PTP partners to get started, AWS created a DX playbook “The AWS Partner Transformation Program: Setting the Stage to Transformation Your Business.”
The eBook explores digital trends, DX methodologies, and the needs and areas of opportunity for partner organizations. The eBook can help PTP partners chart a “transformation plan” to set the stage for their customers’ digital transformation.
The time is now to future-proof your business to future-proof your customer's business.
The State Of Digital Transformation In China Versus The Rest Of The World by ...Brian Solis
When Brian Solis was principal analyst at Altimeter Group, he launched a highly regarded series that captured the global state of digital transformation. In 2019, Brian partnered with Prophet Asia's Leon Zhang and Benoit Garbe to zoom in on digital transformation in China. The team quickly realized that China is very different than the rest of the world. As a result, Brian created this document to highlight those differences and also provide recommendations in how to more effectively compete.
A talk on how to use customer insights to guide your digital transformation programmes, presented by @chudders at eCommerceSW at the Paintworks in Bristol on 19th October, 2017.
The Four Essential Pillars of Digital TransformationIan Thomas
Based on years of practical experience this whitepaper distils four key pillars we have observed time and again in successful digital initiatives, providing a structured foundation for an orderly, end-to-end digital transformation of the enterprise.
Business is changing: digital technology has permeated every facet of the enterprise, completely transforming the way we work. Digital has disintermediated markets, disrupted organisational structures, created new risks and new revenue streams, while fundamentally altering the way businesses engage with their customer.
There is no coincidence that the most influential companies of our age share a common ability to harness technology effectively. In these exciting and turbulent times, success is increasingly defined by the ability to respond to the fast changing digital landscape, it has become a key distinguisher between growth and obscurity.
DT 2019 contextualised key digital trends and explored the underlying process of organisational change. The conference was geared towards senior technologists and digital leaders, providing an insightful peer-led environment and a crucial forum for knowledge exchange, discussion and high-level networking.
This is the largest annual Digital Transformation conference held in Scotland - with over 300 attendees in 2018. The event is supported by ScotlandIS and is free for qualifying delegates to attend.
The Digital Customer Experience: Why the Future of the Communications Industr...Brian Solis
Brian Solis and amdocs explore the impact of connected customers on the traditional funnel and the need for designing digital customer experiences (DCX). Today’s customers don’t think in terms of channels nor do they see departments. Digital customers simply want to interact with service providers in a consistent manner — wherever, whenever, and via whatever device they’re using. Even though the customer is changing, business models and approaches aren’t keeping up. Operators are not fully equipped technologically or philosophically to personalize customer touchpoints based on behaviors.
Ron Tolido presented this at our Meetup on Sept. 16th, 2013.
With digital transformation, the use of digital technologies to radically improve the performance or reach of enterprises, companies can become more customer-centric, more valuable and more profitable. Ron Tolido (@rtolido) discusses digital maturity, digital governance and the role of the chief digital officer (CDO), design principles and a digital transformation roadmap.
TechnoVision 2014: Technology Building Blocks for Digital TransformationCapgemini
Our TechnoVision 2014 introduces a fresh, provocative and innovative approach to today's business technology landscape. Here's a platform business and technology leaders can use to create a new, different dialogue on how these disruptions will affect the near- and long-term business environment, and how you can leverage them to exploit market opportunities for sustainable competitive advantage. TechnoVision 2014 is a strategic asset that can help drive Digital Transformation across your entire enterprise.
http://www.capgemini.com/technovision
The State of Digital Transformation 2018 - 2019 by Brian SolisBrian Solis
"Digital is an enterprise-wide strategic priority — but there's work to be done," according to Brian Solis and Altimeter, a Prophet company.
Now in its fifth year, our annual “State of Digital Transformation” research continues to document the constantly evolving enterprise. As disruptive technologies and their impact on organizations and markets continue to progress, our research aims to capture the shifts and trends that are shaping modern digital transformation.
In 2019, strategic digital transformation is only becoming more pervasive moving beyond IT to impact competitiveness throughout the organization. Budgets are soaring. The list of disruptive technologies on the radar of stakeholders is expanding. Ownership is moving to the C-Suite and managed by cross-functional, collaborative groups. Customer experience (CX) continues to lead digital transformation investments, but as we observed in 2017, employee experience and organizational culture are also rising in importance to empower and accelerate change, growth, and innovation.
Digital Transformation as an Enterprise-Wide Movement
This year, it’s clear that digital transformation is maturing into an enterprise-wide movement. Digital transformation is modernizing how companies work and compete and helping them effectively adapt and grow in an evolving digital economy.
What’s also evident is that there is still much work to do as companies are, by and large, prioritizing technology over grasping the disruptive trends that are influencing markets and, more specifically, customer and employee behaviors and expectations.
Learn more here: https://insights.prophet.com/the-state-of-digital-transformation-2018-2019
The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun...Brian Solis
Frictionless, integrated omnichannel is the baseline for next generation customer experiences. There are two sides to customer engagement and relationships that need your attention. There’s the experience customers have today of which they endure because it’s their only choice. There’s also the journey customers hack to work for them or worse, other companies design a path that’s more familiar, intuitive and meaningful because. Yet, either one of those two experiences represent the fate of companies that choose to invest in one or the other.
Leading digital analyst and futurist Brian Solis and Teleperformance share how to unite disparate efforts for an approach that's integrated, consistent and complementary.
Why, When and How Do I Start a Digital Transformation?Acquia
Presented at Acquia Engage APAC by Brittany Fox, Marketing Campaign Strategist, Deloitte.
Every organisation undergoing a marketing transformation has a starting point, with the difference only being the product of internal capability and maturity. At Deloitte, we take our clients from their starting point to being ready for whatever the next innovation is. This is the only real mechanism enterprises can implement for the future.
What is Digital transformation?
Far too often digital transformation is confused with Digitalization or with Digitization with a key focus on technologies or platform. But Digital transformation is not about technologies: it's about transforming the whole prganisation through a system thinking approach and it's about rethinking operational models, business models, processes, and policies, taking people, both employees and customers at the core of the process.
Because the goal of any digital transformation is to increase value creation for the business through digitally enhanced processes that increase internal efficiency and overall customer and employee satisfaction.
Digital transformation is en emergent need in today's post-industrial society: we moved fast from an industrial to a post-industrial era, however operational models and management practices haven't evolved fast enough.
For this reason, many organisations prefer to think of Digital transformation as the adoption of digital technologies on the top of mainly inefficient and obsolete operational models, rather than facing a true in depth transformation that begins with understanding the current culture, the customers, and the overall business.
These slides, were presented to students from IIM (india) at ESPC London on July 27th 2017 with the goal to provide tomorrow's digital leaders a broad vision of what is digital transformation by looking at what and the reasons why change is happening in the business world, define Digital transformation and its dimensions through the lenses of an Experience economy and a post-industrial era. The presentation also presents the Competing Value Framework as a key tool to start understanding organsation's culture and define a digital transformation roadmap and strategy.
Author mentioned (and inspirers):
- Daniel Bell (the post-industrial society)
- Joe Pine (Experience Economy
- The ClueTrain Manifesto
- Quinn and Cameron's Competing design framework
- Brian Solis
- Nichola Negroponte
What the hell is digital transformation anyway ! - webinar - 25 april 2018 (1)Good Rebels
What the hell is digital transformation anyway?” a webinar presented by Mark Ralphs, partner at Good Rebels, on the 25th of April 2018.
Learn about the challenge of creating a digital first culture and organisation, the forces driving digital transformation, and practical insights and advice on delivering a transformation programme.
This Altimeter Group webinar explores the findings of our latest research report on digital transformation. Attendees will learn what digital transformation is, how companies are embracing change, the challenges and opportunities that emerge throughout the process, and how to refocus and reorganize teams to modernize, optimize, and integrate digital touchpoints.
Watch the webinar: https://www.slideshare.net/Altimeter/webinar-digital-transformation-with-brian-solis
Download the related report: altimetergroup.com/digitaltransformation/
Digital transformation isn’t a trend owned by a
particular role, nor a discipline that belongs to
one department alone. One finding revealed that while the
word “digital” is part of “digital transformation,” the
essence of digital transformation comes down to
people and how their digital behaviours differ from that
of the traditional customers before them.
Why and How Companies Are Investing in New Business Models to Lead Digital Customer Experiences, we set out to determine how digital transformation unified disparate digital efforts under a common vision.
The State Of Digital Transformation In China Versus The Rest Of The World by ...Brian Solis
When Brian Solis was principal analyst at Altimeter Group, he launched a highly regarded series that captured the global state of digital transformation. In 2019, Brian partnered with Prophet Asia's Leon Zhang and Benoit Garbe to zoom in on digital transformation in China. The team quickly realized that China is very different than the rest of the world. As a result, Brian created this document to highlight those differences and also provide recommendations in how to more effectively compete.
A talk on how to use customer insights to guide your digital transformation programmes, presented by @chudders at eCommerceSW at the Paintworks in Bristol on 19th October, 2017.
The Four Essential Pillars of Digital TransformationIan Thomas
Based on years of practical experience this whitepaper distils four key pillars we have observed time and again in successful digital initiatives, providing a structured foundation for an orderly, end-to-end digital transformation of the enterprise.
Business is changing: digital technology has permeated every facet of the enterprise, completely transforming the way we work. Digital has disintermediated markets, disrupted organisational structures, created new risks and new revenue streams, while fundamentally altering the way businesses engage with their customer.
There is no coincidence that the most influential companies of our age share a common ability to harness technology effectively. In these exciting and turbulent times, success is increasingly defined by the ability to respond to the fast changing digital landscape, it has become a key distinguisher between growth and obscurity.
DT 2019 contextualised key digital trends and explored the underlying process of organisational change. The conference was geared towards senior technologists and digital leaders, providing an insightful peer-led environment and a crucial forum for knowledge exchange, discussion and high-level networking.
This is the largest annual Digital Transformation conference held in Scotland - with over 300 attendees in 2018. The event is supported by ScotlandIS and is free for qualifying delegates to attend.
The Digital Customer Experience: Why the Future of the Communications Industr...Brian Solis
Brian Solis and amdocs explore the impact of connected customers on the traditional funnel and the need for designing digital customer experiences (DCX). Today’s customers don’t think in terms of channels nor do they see departments. Digital customers simply want to interact with service providers in a consistent manner — wherever, whenever, and via whatever device they’re using. Even though the customer is changing, business models and approaches aren’t keeping up. Operators are not fully equipped technologically or philosophically to personalize customer touchpoints based on behaviors.
Ron Tolido presented this at our Meetup on Sept. 16th, 2013.
With digital transformation, the use of digital technologies to radically improve the performance or reach of enterprises, companies can become more customer-centric, more valuable and more profitable. Ron Tolido (@rtolido) discusses digital maturity, digital governance and the role of the chief digital officer (CDO), design principles and a digital transformation roadmap.
TechnoVision 2014: Technology Building Blocks for Digital TransformationCapgemini
Our TechnoVision 2014 introduces a fresh, provocative and innovative approach to today's business technology landscape. Here's a platform business and technology leaders can use to create a new, different dialogue on how these disruptions will affect the near- and long-term business environment, and how you can leverage them to exploit market opportunities for sustainable competitive advantage. TechnoVision 2014 is a strategic asset that can help drive Digital Transformation across your entire enterprise.
http://www.capgemini.com/technovision
The State of Digital Transformation 2018 - 2019 by Brian SolisBrian Solis
"Digital is an enterprise-wide strategic priority — but there's work to be done," according to Brian Solis and Altimeter, a Prophet company.
Now in its fifth year, our annual “State of Digital Transformation” research continues to document the constantly evolving enterprise. As disruptive technologies and their impact on organizations and markets continue to progress, our research aims to capture the shifts and trends that are shaping modern digital transformation.
In 2019, strategic digital transformation is only becoming more pervasive moving beyond IT to impact competitiveness throughout the organization. Budgets are soaring. The list of disruptive technologies on the radar of stakeholders is expanding. Ownership is moving to the C-Suite and managed by cross-functional, collaborative groups. Customer experience (CX) continues to lead digital transformation investments, but as we observed in 2017, employee experience and organizational culture are also rising in importance to empower and accelerate change, growth, and innovation.
Digital Transformation as an Enterprise-Wide Movement
This year, it’s clear that digital transformation is maturing into an enterprise-wide movement. Digital transformation is modernizing how companies work and compete and helping them effectively adapt and grow in an evolving digital economy.
What’s also evident is that there is still much work to do as companies are, by and large, prioritizing technology over grasping the disruptive trends that are influencing markets and, more specifically, customer and employee behaviors and expectations.
Learn more here: https://insights.prophet.com/the-state-of-digital-transformation-2018-2019
The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun...Brian Solis
Frictionless, integrated omnichannel is the baseline for next generation customer experiences. There are two sides to customer engagement and relationships that need your attention. There’s the experience customers have today of which they endure because it’s their only choice. There’s also the journey customers hack to work for them or worse, other companies design a path that’s more familiar, intuitive and meaningful because. Yet, either one of those two experiences represent the fate of companies that choose to invest in one or the other.
Leading digital analyst and futurist Brian Solis and Teleperformance share how to unite disparate efforts for an approach that's integrated, consistent and complementary.
Why, When and How Do I Start a Digital Transformation?Acquia
Presented at Acquia Engage APAC by Brittany Fox, Marketing Campaign Strategist, Deloitte.
Every organisation undergoing a marketing transformation has a starting point, with the difference only being the product of internal capability and maturity. At Deloitte, we take our clients from their starting point to being ready for whatever the next innovation is. This is the only real mechanism enterprises can implement for the future.
What is Digital transformation?
Far too often digital transformation is confused with Digitalization or with Digitization with a key focus on technologies or platform. But Digital transformation is not about technologies: it's about transforming the whole prganisation through a system thinking approach and it's about rethinking operational models, business models, processes, and policies, taking people, both employees and customers at the core of the process.
Because the goal of any digital transformation is to increase value creation for the business through digitally enhanced processes that increase internal efficiency and overall customer and employee satisfaction.
Digital transformation is en emergent need in today's post-industrial society: we moved fast from an industrial to a post-industrial era, however operational models and management practices haven't evolved fast enough.
For this reason, many organisations prefer to think of Digital transformation as the adoption of digital technologies on the top of mainly inefficient and obsolete operational models, rather than facing a true in depth transformation that begins with understanding the current culture, the customers, and the overall business.
These slides, were presented to students from IIM (india) at ESPC London on July 27th 2017 with the goal to provide tomorrow's digital leaders a broad vision of what is digital transformation by looking at what and the reasons why change is happening in the business world, define Digital transformation and its dimensions through the lenses of an Experience economy and a post-industrial era. The presentation also presents the Competing Value Framework as a key tool to start understanding organsation's culture and define a digital transformation roadmap and strategy.
Author mentioned (and inspirers):
- Daniel Bell (the post-industrial society)
- Joe Pine (Experience Economy
- The ClueTrain Manifesto
- Quinn and Cameron's Competing design framework
- Brian Solis
- Nichola Negroponte
What the hell is digital transformation anyway ! - webinar - 25 april 2018 (1)Good Rebels
What the hell is digital transformation anyway?” a webinar presented by Mark Ralphs, partner at Good Rebels, on the 25th of April 2018.
Learn about the challenge of creating a digital first culture and organisation, the forces driving digital transformation, and practical insights and advice on delivering a transformation programme.
This Altimeter Group webinar explores the findings of our latest research report on digital transformation. Attendees will learn what digital transformation is, how companies are embracing change, the challenges and opportunities that emerge throughout the process, and how to refocus and reorganize teams to modernize, optimize, and integrate digital touchpoints.
Watch the webinar: https://www.slideshare.net/Altimeter/webinar-digital-transformation-with-brian-solis
Download the related report: altimetergroup.com/digitaltransformation/
Digital transformation isn’t a trend owned by a
particular role, nor a discipline that belongs to
one department alone. One finding revealed that while the
word “digital” is part of “digital transformation,” the
essence of digital transformation comes down to
people and how their digital behaviours differ from that
of the traditional customers before them.
Why and How Companies Are Investing in New Business Models to Lead Digital Customer Experiences, we set out to determine how digital transformation unified disparate digital efforts under a common vision.
The Digital Transformation of the Health and Fitness industryBryan K. O'Rourke
The world is changing and so are customers. The Fitness, health and health club industries must reorient themselves to digital transformation. This Altimeter report identifies key opportunities needed to embrace such a transformation. Read it.
[Earley] Building a Successful Digital Transformation RoadmapDuy, Vo Hoang
Digital transformation will be a top priority for boardroom
executives during 2016. Here are some data points:
• 125,000 enterprises expect revenue from their digital
initiatives to increase by 80% by 2020 (Gartner)
• Digital transformation initiatives will more than double by
2020, from 22% to almost 50% (IDC)
• Only 27% of businesses have a coherent digital strategy for
creating customer value in place (Forrester)
Are you ready for digital transformation? Do you have a digital
transformation roadmap? Does it lay a solid foundation for a
successful transition to your future digital business? In order to
succeed, you need to start with a current assessment, identify
gaps and define the actions and resources required to fill those
gaps along the four paths of people, process, technology and
content.
Digital transformation in the travel industryAmira Roula
"Digital Transformation in the travel industry" is an e-book written on behalf of a client, (CSVE, Switzerland). The e-book delves into the definition of digital transformation, its adaptation to the travel industry and insights into social and societal effects of digital transformation.
What is Digital Transformation | Digital Transformation Myths and Trends 2018hakuna matata solutions
If you want to lead your organization through digital transformation, the first step is understanding the realities of digital transformation. In this SlideShare we use excerpts from a few, prestigious industry reports/white papers to dispel a few myths.
Estado de la Transformación Digital 2018-2019José Luis Casal
Interesante presentación de Brian Solis & Altimeter sobre el estado de la Transformación Digital y los pasos a seguir para lograr el éxito en este proceso.
THE STATE OF DIGITAL TRANSFORMATION 2018-2019 editionAmérico Roque
Agora em seu quinto ano, a pesquisa anual sobre o “Estado da transformação digital” continua documentando a constante evolução, à medida que as tecnologias disruptivas e seu impacto nas organizações e mercados continuam progredindo.
A pesquisa visa capturar as mudanças e tendências que estão moldando a transformação digital moderna.
Em 2019, a transformação digital estratégica está se tornando cada vez mais difusa, indo além da TI, para impactar a competitividade em toda a organização. Os investimentos estão subindo.
A experiência dos funcionários e a cultura organizacional também estão aumentando em importância para capacitar e acelerar mudanças, crescimento e inovação.
Organizational Change Management: A Make or Break Capability for Digital SuccessCognizant
To realize the full benefits of digital transformation programs, businesses must manage the impact of digital change on their operational structure, culture and employees.
Organizations across sectors are realizing the transformative power of digital. However, while there is increased appreciation of digital’s role, many organizations are struggling to take their transformation initiatives to the next level. They are caught struggling for pace, and risk falling in the chasm between initiation and termination of transformation initiatives.
In this fourth Digital Transformation Review, we aim to help business leaders understand how to accelerate their efforts at transforming digitally.
How to embrace digital transformation in the Financial Services sectorBrandworkz
Digital has the power to transform business. Businesses in every sector are starting to go through a digital transformation. The Financial Services sector particularly is waking up to the potential of digital to integrate and streamline the entire business process. This slideshare offers insights from industry experts and tips for how to achieve digital transformation success if you are in Financial Services.
“The Vision Thing”: Developing a Transformative Digital VisionCapgemini
Digital vision: the cornerstone of successful digital transformation
Digital technologies are having a pervasive influence on business, transforming the customer experience, enhancing productivity in operations and improving the way employees collaborate.
Yet, many organizations fail to capture the full potential of digital technologies because their leaders lack a transformative vision. Executives with an incremental vision get what they aim for – incremental improvement. Those who realize the transformative power of digital can achieve much more.
A successful Digital Transformation must stand on a successful Digital Strategy as its basis. Essentially, Digital Strategy is about making wise investments into all aspects of Digital Transformation, be it the talents, processes, or customers—with the end goal of maximizing competitive advantage, profits, and ultimately growth that companies expect when initiating their Digital Transformation. The concept of Digital Strategy has changed fast. A couple of years ago, it was as simple thought as “let’s build a website and an app, and it’s done”. But now Digital Strategy has grown beyond that; it has become an integrated plan that does not only involve the adoption and development of new technologies but also requires a shift in business culture and coordination across the business. While a Digital Strategy acts as a guiding star for Digital Transformation, formulating it can inundate companies with even more problems rather than solutions. The need for a well-defined digital strategy seems absolute, yet many don’t know where to start, and others fail for a lot of pitfalls when compiling it. If your company is in this same situation, this paper can help, where you find the step-by-step guide to formulating a digital strategy.
To maintain relevance in the digital age, Accounting Firms must undergo a digital transformation – an evolution the firm must go through to add digital dimensions to not only client experiences but for the firm itself.
Similar to The 2014 State Of Digital Transformation (20)
AI And User Experience In Fitness FITC Webinar 2023Bryan K. O'Rourke
Bryan O'Rourke and Ian Houghton from Shosabi share insights on the impact of AI on User Experience in the Fitness space. The presentation recording can be found on Bryan's Fitness + Technology Podcast as well and addresses examples of AI tools and the impact this is having on UX for the fitness industry. From Netflix to Wexer and from Uber to Amazon, AI is already impacting our user experience. In health clubs, gyms and other fitness facilities this impact will continue to evolve in the years ahead as AI serves to address the keys to great UX including hyper-personalization as well as addressing the means to execute great UX.
Bryan O'Rourke outlines what is next for the future of fitness at the 2023 IHRSA Convention. From trends in consumers and technology to AI and demographics. Bryan O'Rourke touches on the key drivers of the future of fitness and health.
FUTURE OF FITNESS - PORTO PORTUGAL 2022 - BRYAN O'ROURKE KEYNOTEBryan K. O'Rourke
In his Keynote address, Bryan O'Rourke shares the future of fitness with the team from SC Fitness in Porto Portugal in 2022. His trend overview for health and fitness includes digital health trends, technology trends and strategies for health clubs, and consumer and prosumer trends for health and fitness. Included in this presentation are references to research from Nielsen, Deloitte, Europe Active, IHRSA, and the Fitness Industry Technology Council. His exploration of the merging of the physical and digital worlds and the implications of associated technologies including recent buzz words like the Metaverse, Web 3.0, and others are included. Bryan is an author, Chairman of the private equity firm Vedere Ventures, and Keynote speaker and business executive with a track record of identifying trends before they become mainstream.
Accelerating Into The Future Of Fitness - IHRSA 2021 Fitness ConnectedBryan K. O'Rourke
From the Jack LaLane to the met-averse; fitness has been accelerated by the convergence of trends. The future looks bright for the industry of health and fitness as technology, demography, economics, and sustainability will continue to fuel an acceleration in new and different ways.
Technology Trends Will Continue To Impact Health And Fitness POST COVID19. Bryan O'Rourke covers the key technology trend drivers and the implications for health and fitness business models and user experience.
The Fitness industry was dramatically impacted around the glob by the CORONA VIRUS. This accelerated many aspects of change creating great adverse impacts while also enabling fantastic opportunities. Bryan O'Rourke explores the future in this presentation.
The Future Of Personal Training and Health Coaching In Europe In 2021 And BeyondBryan K. O'Rourke
COVID created a painful impact on the over 70,000 personal trainers in much of Europe. Many trainers innovated using technology platforms like Instagram to serve clients. With mega-trends of technology, chronic disease, demographics. and big tech in the health care marketplace, health coach services combining knowledgable professionals armed with tech tools will be a great opportunity in the years ahead.
The Impact Of Big Technology Companies On The Health And Fitness Industry 2020Bryan K. O'Rourke
Bryan O'Rourke shares his thoughts on the impact of big technology companies on the health and fitness industry. He shares strategies to deal with digitization and competition from big technology companies for health clubs and gym brands.
The Apple Impact On Health And Fitness In 2020 And BeyondBryan K. O'Rourke
Bryan O'Rourke outlines Apple's impact on health and fitness . Apple along with other BIG TECHNOLOGY companies like Google, Samsung, and Amazon, are all entering the health and fitness industry category as one of the remaining huge growth markets for their services business. How can the fitness industry like health club and gyms react and survive through this change ? The market will grow overall as a result of the entry of big technology into this industry space.
2020 Fitness Industry Technology Council Trend ReportBryan K. O'Rourke
The Fitness Industry Technology Council and its board of directors share their views about the impact of technology on the fitness industry in 2020 and for the next decade.
Bryan O'Rourke offered this keynote to the Legend Club Management Software team at their October 2019 event in Birmingham, UK. The keynote touched on 2020 beyond and key trends impacting the leisure industry.
Virtuagym Fitnation 2019 Keynote : Fitness Wellbeing 2020 and Beyond Bryan OR...Bryan K. O'Rourke
Bryan ORourke Keynotes Virtuagym Fitnation in Amsterdam 2019 Covering Key Trends And A Bright Future With Many Challenges Ahead For Competitors In The Health Club And Gym Industry
2020 Fitness Betterment 2020 and Beyond Keynote SIBEC NA 2019Bryan K. O'Rourke
Bryan O'Rourke keynote at SIBEC 2019 in Miami addresses fitness wellbeing and betterment trends for 2020 and beyond. To learn more visit www.bryankorourke.com . Also watch the video playlist here https://www.youtube.com/playlist?list=PLEzUGKmmTLr1GJZ5yMDtio-D_vs_Z-CAq
5 Drivers Of Competitive Advantage IHRSA 2019 Bryan K. O'RourkeBryan K. O'Rourke
The world is changing fast and competing in the fitness, gym, and health club business requires better strategy and thoughtful awareness of the marketplace. Bryan O'Rourke addresses 5 key elements of competitive advantage in the industry today at IHRSA 2019.
Forum Club 2019 Bologna Italy 2019 Go Digital Stay HumanBryan K. O'Rourke
Bryan O;'Rourke shares his views of what is happening in the global fitness industry with Italian colleagues in Bologna at the Forum Club's 20th event.
Human Capital In The Fitness and Active Leisure Sector : The Future is Alread...Bryan K. O'Rourke
Bryan O'Rourke presented his vision of the future of Human Capital in the Fitness and Active Leisure Industry at the 6th Annual Congresso da Fitness Tribe in Lisbon Portugal in January of 2019 before almost 2,000 fitness professionals. You can locate video content at this link http://bit.ly/ORourkeVideoLisbon2019 .
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
Buy Verified PayPal Account
Looking to buy verified PayPal accounts? Discover 7 expert tips for safely purchasing a verified PayPal account in 2024. Ensure security and reliability for your transactions.
PayPal Services Features-
🟢 Email Access
🟢 Bank Added
🟢 Card Verified
🟢 Full SSN Provided
🟢 Phone Number Access
🟢 Driving License Copy
🟢 Fasted Delivery
Client Satisfaction is Our First priority. Our services is very appropriate to buy. We assume that the first-rate way to purchase our offerings is to order on the website. If you have any worry in our cooperation usually You can order us on Skype or Telegram.
24/7 Hours Reply/Please Contact
usawebmarketEmail: support@usawebmarket.com
Skype: usawebmarket
Telegram: @usawebmarket
WhatsApp: +1(218) 203-5951
USA WEB MARKET is the Best Verified PayPal, Payoneer, Cash App, Skrill, Neteller, Stripe Account and SEO, SMM Service provider.100%Satisfection granted.100% replacement Granted.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
2. EXECUTIVE SUMMARY
Digital transformation isn’t a trend owned by a
particular role, nor a discipline that belongs to
one department alone. It is, however, a significant
movement where daring business leaders venture
into tomorrow’s markets, today. In 2013, Altimeter
Group researched how businesses explore digital
transformation1
. One finding revealed that while the
word “digital” is part of “digital transformation,” the
essence of digital transformation comes down to
people and how their digital behaviors differ from that
of the traditional customers before them.
It’s also more than that.
In our initial report on the topic, Digital
Transformation: Why and How Companies Are
Investing in New Business Models to Lead Digital
Customer Experiences, we set out to determine
how digital transformation unified disparate digital
efforts under a common vision. In the process, we
uncovered a more human story. We followed up
our initial research with a 2014 survey, aimed at
digital strategists, to further understand the state of
digital transformation. This report shares its results
and is designed to complement Altimeter Group’s
annual State of Social Business report . Combined,
this research helps strategists drive social business
evolution and digital transformation based on insight
from peers and market leaders.
2
3. `
We still have a lot to learn about digital transformation:
what it is, what it isn’t, and what it offers businesses that
explore its permutations.
In our initial research, we observed that digital transformation
is most effective when it is tied to an end goal or series of
milestones related to a future state. For example, some
organizations invest in digital transformation from a technology
standpoint as a way to improve efficiencies and scale around
a specific area of business focus (i.e., manufacturing, customer
service, marketing, or human resources). Others look at digital
transformation as a series of channel investments to modernize
and enhance customer and employee engagement.
To focus our initial research, we defined digital transformation
as a movement under a customer-centric lens:
The realignment of, or new investment in, technology and
business models to more effectively engage digital customers
at every touchpoint in the customer experience lifecycle.
DIGITAL TRANSFORMATION
MEANS DIFFERENT THINGS TO DIFFERENT
PEOPLE, AND THAT’S OKAY; WE’RE ALL LEARNING
By focusing our research under this lens, we can better learn
how and why companies explore digital transformation in
a particular business area. This makes the idea of change
approachable rather than overwhelming. As each initiative
expands, digital convergence becomes a byproduct, eventually
resulting in the modernization of holistic business practices.
CHANGE HAS TO START
SOMEWHERE.
3
4. Digital transformation
is vast and often
misunderstood as a
formal effort to renovate
business vision, models,
and investments for a new
digital economy.
4
5. From the onset, Altimeter Group learned that definitions
of and formalized methodologies toward digital
transformation are indeed vast. As a category, it’s
therefore difficult to surface a series of best practices
outlining how businesses are changing and can grow.
When we asked executives and digital
strategists if their organization
was undergoing a formal digital
transformation effort in 2014, 88%
answered “yes” (see Figure 1). Yet,
this directly conflicts with both our
previous qualitative research, as well
as more detailed survey responses
around components that prove digital
transformation efforts are indeed occurring (i.e., journey
mapping and a focus on customer experience, as seen
in Figure 2). For example, when we asked digital leaders
about their investments in identifying digital touchpoints
and behaviors, 25%
had mapped out the digital customer
journey (see Figure 2). In other words: only one-quarter of
the companies we surveyed have a clear understanding
of new and underperforming digital touchpoints, yet 88%
THE STATE OF DIGITAL TRANSFORMATION:
2014 SURVEY
of the same cohort reports that they are
undergoing digital transformation efforts.
THIS LEADS US TO THE
CONCLUSION THAT EVEN WHEN
EXPLICITLY DEFINED, THE TERM
“DIGITAL TRANSFORMATION” IS
STILL MISUNDERSTOOD.
Executives and strategists indicate that their organizations
are undergoing digital transformation, yet the details of
their efforts report the contrary. Altimeter Group found
that digital transformation as an integrated and official
endeavor is something many strategists are truly just
beginning to understand and pursue.
5
25%
mapped
the journey
88%
are undergoing
digital
transformation
6. 42%
ORGANIZATIONS
UNDERGOING DIGITAL
TRANSFORMATION
EFFORTS
FIGURE 1.
`
Is your organization undergoing a formal digital transformation effort in
2014? Altimeter defines digital transformation as: the re-alignment of, or
new investment in, technology and business models to more effectively
engage digital consumers at every touchpoint in the customer experience
lifecycle.
I don’t know. 2%
No 10%
COMPANIES MUST FOCUS
ON JOURNEY MAPPING TO
IMPROVE CUSTOMER
EXPERIENCE
FIGURE 2.
We’ve talked about
the need to do so
but no one has
taken the lead yet.
Which of the above best describes your company’s efforts around
the customer journey/experience?
We are researching
customer behavior now
and waiting for results
to inform our digital
transformation strategy.
We have completely
mapped out the customer
journey within the last year
and have a clear
understanding of new
digital touch-points.
We have not officially researched the digital
customer journey but we have updated digital
touch points with new social and mobile
technologies and investments.
The need to do
so hasn’t come
up or been made
a priority. 3%
Yes 88%
25%
12%%
12%
Source: Altimeter Group Digital Transformation Survey, 2014. N=59.
6
7. Our research uncovered that investing in new digital technologies, such as social, mobile, big
data, cloud, etc., doesn’t equate to uniting those efforts around a common vision supported
by an updated, integrated infrastructure to effectively compete as a unified business in
connected markets. This is where the discrepancy of digital transformation lies:
STRATEGISTS OFTEN EQUATE THE TERM
“DIGITAL TRANSFORMATION” WITH A SHIFT
IN TECHNOLOGY INVESTMENT, WHEN ITS TRUE
IMPLICATIONS SPAN FAR BEYOND TECHNOLOGY
AND INTO THE REALMS OF INFRASTRUCTURE,
ORGANIZATION, LEADERSHIP, AND A RENEWED
FOCUS ON THE ENTIRE CUSTOMER EXPERIENCE.
7
8. DIGITAL TRANSFORMATION DOESN’T MEAN
DIGITAL INVESTMENT ALONE. IT DOES MEAN
THINKING “DIGITAL FIRST.”
Ford was an early adopter of social media, thanks in large
part to its former head of global digital communications,
Scott Monty. Over time, Ford recognized that their core
customer group was changing. Under the direction of
CEO Alan Mulally, the company hired its first CMO,
Jim Farley. In an interview with Altimeter Group, Monty
explained, “Farley earned the budget, attention, and
trust of the executive team to push through a pilot digital
initiative in marketing.” The idea was to prove
out ideas before introducing radical shifts in strategy
and investment.
As a result, the company adopted a “Digital-First”
approach as a replacement to the existing “One
Social” work that was rising out of the social media
team. This shift was made in an effort to integrate
marketing across all channels around the premise of the
crucial question, “What would my digital customer do?”
Part of thinking “digital first” involves a renewed focus on
the digital consumer and the evolving customer journey.
Unfortunately, many companies don’t
currently invest in journey mapping,
which leads to challenges in proving
the validity of and making the case
for digital transformation. We found
that only 17%
of digital leaders are now
in the process of studying the digital
customer journey.
There is hope: 42%
of strategists report
that while they have not yet researched
the customer journey, they are
investing in new digital channels.
Our earlier research uncovered that
an investment in new digital channels
can be a catalyst both for digital
transformation and an eventual deeper
focus on digital customer experience
(DCX). Only once an organization has begun to study
the customer journey as it exists today, can it reach a
8
42%
investing
in digital
channels
17%
of digital leaders
studying the
journey
9. deeper level of understanding around digital touchpoints.
Through completing journey mapping exercises,
Discover’s Head of Digital Mike Boush recognized the
company’s digital transformation needs spanned
much further than technology investments
alone. Boush commented, “The customer
journey online is the heart, and we need
to understand how that flows and
is mapped out. But after we went
through that journey, we wanted to
change some of our products.”
Discover did evolve its products. As
a result of its journey research, the
company introduced the Discover it®
card, designed with digital customers in
mind. According to Boush, the Discover it®
card was met with much success. Additionally,
Discover’s journey mapping helped pinpoint areas
of prioritization in strategy development and technology
investments. “We put together a strategy on how to be
digital based on journey mapping findings,” he explained.
Understanding that the customer journey isn’t just for
B2C, B2B organizations can also benefit from journey
mapping research. Looking into digital behaviors and
touchpoints of the direct business customer market (B2B)
and also the ultimate customer markets (B2B2C) helps
business customers succeed by learning where and how to
introduce value into the entire customer chain.
Sydney-based Westfield Shopping Centres
is doing just that. According to Director
of Shopping Centre Management
and Marketing Andy Hedges,
Westfield has opened its digital
innovation center in San
Francisco, Westfield Labs. “A
lot of work Labs is doing is
focused on understanding the
shopper, the actual consumer,
relationship with the brand,
which is something that we’ve
had very little engagement with
at this point,” Hedges shared. He
continued, “In Westfield’s context, it’s
about how we facilitate the ability for any
kind of engagement, anywhere, anytime, any way.
‘Shop my way.’ The role that digital transformation
plays in that is, how do facilities enhance the ‘shop my
way’ capability?”
Again, it comes down to answering, “What would my
digital customer do?”
9
“The customer
journey online is the
heart, and we need to
understand how that flows
and is mapped out. But after
we went through that journey,
we wanted to change some
of our products.”
Mike Boush
Head of Digital, Discover
10. Of those companies that are formally
undergoing digital transformation
efforts, the consensus is clear:
everything is focused on ultimately
enhancing the digital customer
experience (see Figure 3).
DIGITAL
TRANSFORMATION
EFFORTS REFLECT
A MORE HOLISTIC
APPROACH TO
ENHANCING THE
DIGITAL CUSTMER
EXPERIENCE (DCX).
10
11. Very
important
Somewhat
important
Improving processes that expedite changes to digital properties, ie.
website updates new mobile or social platforms, etc 80% 19%
Updating our website and ecommerce programs for
a mobile world 71% 25%
Integrating all social, mobile, web, ecommerce, service efforts and
investments to deliver an integrated and frictionless
customer experience
70% 36%
Updating customer-facing technology systems 66% 29%
Further research into our customers’ digital touch points,
as there’s more to learn 63% 36%
Building a social media program that is more competitive
against our peers 58% 36%
Creating a sense of urgency to show executives that our digital
transformation effort does not align with current plans 54% 27%
Overhauling customer service to meet expectations of connected
customers
46%
49%
FIGURE 3.
THE MOST IMPORTANT DIGITAL TRANSFORMATION INITIATIVES RANKED
Each of the following describes different types of digital transformation initiatives. Please indicate how important
each type of initiative is to your digital transformation efforts.
Source: Altimeter Group Digital Transformation Survey, 2014. N=59.
11
12. Of utmost importance, 80%
of strategists
surveyed report their companies are investing
in improving processes that expedite change
to digital properties, such as websites, mobile,
and social platforms. Seventy-one percent are
also prioritizing mobile sites and e-commerce,
capitalizing on a world where the small screen is
often the first screen.
It’s important to note that customer experience,
whether traditional or digital, cannot be meaningfully
enhanced without looking at the whole picture. This makes
channel strategy a means to a greater vision. Seventy percent of those surveyed
are integrating channel strategies to relieve friction from the customer experience.
Sixty-three percent are researching the customer journey to learn where to prioritize
investments. Altimeter expects that number to rise in the near future.
Bridget Dolan, vice president of digital at Sephora, explained the importance of
open mindedness in customer experience, “Sephora is all about being unbiased
from the start.” Dolan also shared the importance of customer centricity for driving
digital transformation in meaningful ways: “As we started to build our social and
mobile preferences, we were able to learn what was working because we have 100%
customer feedback at all times. We’re really listening to that feedback.”
There are also two standout line items from our survey that we see as
an indicator of massive customer experience work to come. Fifty-four
percent of companies we surveyed are studying digital customers
to create a sense of urgency among senior leadership. The goal is
paramount: to illustrate that digital transformation efforts may not align
with current investments. Additionally, a promising 46%
aim to overhaul
customer service to meet the expectations of digital customers.
12
80%
of strategists surveyed
report their companies are
investing in improving
processes that expedite
change to digital properties,
such as websites,
mobile, and social
platforms.
46%
aim to overhaul
customer service
to meet the
expectations
of digital
customers.
13. Digital transformation is bigger than any
one function or discipline. Our initial
report illustrated that often, individual
efforts focused on innovation — in
mobile or social, for example — rolled
up into larger digital initiatives.
Our current survey highlights various
programs are coming together for
a more unified approach to digital
transformation. Digital Centers of
Excellence (CoE), innovation teams,
digital circles, and other cross-functional
groups were banding together to apply
insights, findings, and consistence
across all digital touchpoints.
These specialized task forces or steering
committees are most often responsible
for a combination of social, mobile,
search, and online display advertising
(see Figure 4). While our survey data puts
e-commerce low in the mix, at 30%
,
our previous qualitative research with
DIGITAL “CENTERS OF EXCELLENCE” UNITE
DEDICATED TECHNOLOGY CIRCLES FOR A MORE
HOLISTIC APPROACH.
Social
71%
Mobile
63%
Search
59%
Online
display
56%
Email
marketing
48%
Comms/
PR
37%
eCommerce
31%
FIGURE 4.
COMPANIES WITH A DIGITAL CENTER OF EXCELLENCE
(COE) ARE FOCUSING ON THESE CHANNELS
Each of the following describes different types of digital transformation initiatives. Please
indicate how important each type of initiative is to your digital transformation efforts.
Source: Altimeter Group Digital Transformation Survey, 2014. N=59.
13
14. more than 20
enterprise
brands over
the last
year put
e-commerce,
CX, and
customer
service among
the top pillars of all centralized digital
transformation efforts.
Some organizations we studied are
going “all-in” on digital transformation,
with Sephora among those leading
the way. Sephora’s executive team,
according to Bridget Dolan, is its
biggest opportunity to break the most
ground. “It’s where we need all key
stakeholders like the heads of stores, IT,
Julie Bornstein our CMDO. Having all
these people together ensures that any
time we’re crossing chasms,
we’re aligned.”
Dolan also recognizes the importance
of continued expansion once digital
transformation begins. “Store digital
is probably our newest area where
we’ve formed something more official
to ensure we’re on the same page to
create integrated experiences,”
she noted.
A deeper dive into the CoE: Cross-
functional digital hubs thrive when roles
and responsibilities are formally defined,
empowered, and managed.
From our qualitative interviews and quantitative survey results, Altimeter
learned alignment is key in digital transformation. As time progresses, digital
hubs will further integrate strategies to optimize the DCX. Our survey data
reflects, to varying extents, the consolidation of independent digital efforts.
Without cooperation, individual channels will operate without the benefit of
concentrated innovation explored in other areas. Ultimately, customers are
the losers when the experience becomes or remains disconnected. Their
journey is rife with friction and inconsistent experiences.
Digital transformation requires more than the intention to invest in the
relevant digital channels connected customers are using. It also requires
more than the camaraderie or collaboration between distributed marketing
teams. Digital hubs with cross-functional members also include resource-
focused, decision-making departments, such as HR, legal, and compliance.
One company we interviewed, but cannot identify due to its request
for anonymity, is pushing the boundaries in a regulated industry widely
known for risk-averse approaches to sales, marketing, and support. In
our conversations, we learned this progressive pharmaceutical company
consolidated disparate circles: social, mobile, and web, to form a more
influential and cohesive digital center of excellence. “Our digital CoE is
inclusive of many other parts it touches, which includes social and mobile,”
the leader of the company’s digital transformation initiative explained. “This
is our first effort that has been so integrated, but it’s more than just digital
functions. Those involved in the process are corporate communications,
legal, and compliance. We’re all in this circle together.”
14
30%
of companies
focus on
e-commerce
15. To ensure a unified, well-organized, and methodical system to prioritize and fund
digital transformation efforts, leaders of the digital hub must assign and accept roles
and responsibilities to divide and conquer against the many competing priorities that
will naturally emerge in the quest to improve the digital customer experience.
An interviewee from a national financial institution highlighted a traditional
measure to ensure the right people in orderly fashion do the right jobs. “Seven key
leaders have been meeting weekly for the last year to help figure out our digital
infrastructure,” the representative disclosed in our interview.
We also heard the need to formally organize resources around these
important efforts. “We use a RACI model [responsibility assignment
matrix] around marketing processes. … All digital groups [gather]
together in one digital CoE. So far, this work shows quantifiable
proof that these individual centers of excellence that are
working together are creating a better digital experience.”
Although these digital steering committees are cross-functional,
they don’t interact at the functional level. They’re sanctioned by
the C-Suite to explore opportunities and challenges and to take
action. In fact, our research shows that these special groups report
directly to the C-Suite to continue to earn buy-in, but more so to
educate leadership in new ways to engage customers so that they
become company-wide priorities.
Discover disclosed a routine around digital transformation. “Every Monday
morning, we report as part of an executive meeting that includes the president
of the company, CIO, other key executives, and presidents of business lines,”
explained Boush. The C-suite takes digital customers seriously. “This [DCX and digital
transformation] is discussed on an ongoing basis rather than just being a strategic
plan that you do once and then put it in a corner,” he said. “This is moving faster, so
we revisit on a weekly basis.”
15
“This is our first effort
that has been so integrated,
but it’s more than just
digital functions. Those involved
in the process are corporate
communications, legal, and
compliance. We’re all in this
circle together.”
Pharmaceutial Executive
16. designs, strategizes, and product manages the scope, internal
IT teams take those designs and develops against them.
Through development, engineering, quality assurance,
and infrastructure deployment, it’s important to
know it’s a partnership.”
The survey also reveals
that chief digital officers
account for 15%
of digital
transformation champions.
Five percent are CXO, or
Chief Experience Officer.
In our interviews, we learned several
champions were appointed to the
position of Chief Digital Officer
specifically to lead digital transformation,
including Sephora’s Bornstein and Starbucks’
Brotman. Examining our qualitative and
quantitative research, Altimeter Group expects
the rise of chief digital officers to continue. Titles aside,
balance between the CMO and CIO to address the needs and
expectations of digital customers is required for true digital
transformation. Companies must continually return to design
around the scenarios of “what our digital customers will do.”
Prior to conducting the survey, our qualitative research
revealed the imperative to pursue digital transformation to
align with digital customers usually did not come from
the CEO. In our conversations with 20 leading
brands, the only two CEOs leading the charge
were Howard Schultz, CEO of Starbucks, and
Jørgen Vig Knudstor, CEO of LEGO.
Usually the CMO leads
digital transformation at
54%
, followed by the CEO
at 42%
(see Figure 5).
Interestingly, the CIO/CTO is cited as
the third most likely source for digital
adaptation, at almost 30%
. This doesn’t
mean IT’s involvement isn’t necessary to
the success of digital transformation efforts.
At Starbucks, CDO Adam Brotman understands
a symbiotic relationship with IT is critical to getting
digital projects off the ground and running smoothly.
“My team, with IT’s input and partnership, drives the vision for
the consumer-facing digital roadmap,” he explains. “We’re not
in a vacuum, we have to have IT at the table collaborating on
architecture, design, and some strategy. Then, once my team
THE MANDATE TO LEAD DIGITAL
TRANSFORMATION IS OFTEN DRIVEN BY THE
CMO, CEO, OR CIO.
16
“My team, with IT’s input
and partnership, drives the
vision for the consumer-facing
digital roadmap...
it’s important to know
it’s a partnership.”
Adam Brotman, CDO, Starbucks
54%
CMO
15%
CDO
17. CEO
42%
CMO
54%
CIO/CTO
29%
CXO
(Chief Experience Officer)
5%
CDO
(Chief Digital Officer)
15%
FIGURE 5.
EXECUTIVES CHAMPIONING
DIGITAL TRANSFORMATION EFFORTS
What executive roles champion and support digital transformation within your company?
Select all that apply.
Source: Altimeter Group Digital Transformation Survey, 2014. N=59.
17
18. Company culture is the basis of digital transformation, a
fact supported by both our qualitative and quantitative
research from 2013-2014. Without openness to
change, either naturally or as a specific initiative, digital
transformation stalls. We find cultures are open to change
but are stuck in directional ambiguity or risk aversion.
As part of our survey, Altimeter Group set out to surface
digital transformation challenges.
We asked survey respondents to share the different
types of challenges they face, ranked as extremely
significant, somewhat significant, or not a significant
challenge (see Figure 6).
DIGITAL TRANSFORMATION IS NOT WITHOUT
ITS CHALLENGES. COMPANY CULTURE IS THE
ROOT OF CHANGE.
18
19. Very
important
Somewhat
important
Changing company culture. 63% 34%
Thinking beyond a “campaign mentality” in digital strategy
efforts 59% 32%
Cooperation between departments and team silos 56% 39%
Resources (people, technologies, expertise) and budget
allocation 56% 39%
Understanding behavior or impact of new connected customer 53% 42%
Securing executive support of leadership 42% 39%
Lack of data to justify value of digital transformation 34%
51%
Risk management, compliance, and/or legal implications 31%
37%
FIGURE 6.
THE TOP CHALLENGES FACING DIGITAL TRANSFORMATION
Each of the following describes different types of digital transformation initiatives. Please indicate how important
each type of initiative is to your digital transformation efforts.
Source: Altimeter Group Digital Transformation Survey, 2014. N=59.
19
20. Culture is key.
At the top of the
list, changing
company culture
leads with 63%
stating that it
is an extremely
significant
challenge. On the
flipside, only 3%
felt
changing culture is not a
significant issue.
Culture is a derivative of leadership
and represents the company’s
personality, value system, purpose,
and people. What’s clear in every
Altimeter Group research program is
that the need to change is constant
and pervasive. This is the effect of
disruptive technology on business and
society. Culture, too, must adapt to
symbolize resilience and communicate
a renewed vision to employees and
the market overall.
20
63%
see changing
company culture
as a challenge
21. Executive support is critical
for digital transformation to
start and succeed.
The businesses we independently surveyed and
interviewed recognize that executive support
is key to sanctioning change and investing in
it. Earning it is referenced as a challenge at
42%
(extremely) and 39%
(somewhat).
Andy Hedges at Westfield believes change
agents must help executives envision new
opportunities and possibilities. “We’ve got a
lot of traditional, successful business leaders in
our business. The consequence of that is that they’re very much
keeping things in the digital space at a bit of an arm’s length. I
don’t want it to be dismissed as a fringe conversation, because
it’s real, and it’s happening.”
To affect culture, Hedges believes executives must not only ‘get
it’ but also become part of digital transformation. That starts with
education and answering two key questions, “how do we help
them come on this journey?” and “how do we help enough of the
general c-suite leadership to fully un derstand the implications of
the structural shift happening around us right now?”
21
42%
recognize
executive
support
is key
22. Cross-functional collaboration ties
the experience together.
Throughout the interviews Altimeter Group has conducted on digital transformation as
well as this survey, we’ve learned cross-functional and departmental collaboration is a key
inhibitor to change.
Nestlé’s Global Head of Digital and Social Pete Blackshaw believes that digital customers
necessitate the threading of heterogeneous groups and business units. “The potential of
digital is its ability to bridge functions, soften silos, and make informal connections that you
typically don’t have through reporting lines,” he said.
In an era where every business must compete for digital customers,
disparate groups must work together. Yet 56%
of companies we
surveyed find it difficult to work with the right people to create a
consistent experience and journey that stiches together seamlessly.
Ford’s Monty shared that the company is currently facing this issue.
“Part of the challenge is that, at the same time, external-facing
teams are thinking about how the governance works and who owns
what.” Monty continued, “In parallel, we have to figure out internally
what infrastructure looks like, the people and processes (HR), tools, and
tech (IT). We have a need for an internal transformation with infrastructure going on at
same time that were trying to steer on the outside.”
This is tied to culture and leadership. Before there can be a digital CoE, functional
leaders must know and feel empowered that their work lies beyond their domain as it
is currently defined.
22
56%
find cross-
department
collaboration
difficult
23. Journey mapping starts
with data, but data also
requires a champion and a
system to bring disparate
teams to the table.
This is why journey mapping is the epicenter
of Altimeter Group’s definition of digital
transformation. Change always begins with
a stimulus. The lack of data to justify the
value of digital transformation represents
a challenge (somewhat, 51%
, and extremely,
34%
). With GM, the case to collaborate was
motivated by journey mapping, but getting relevant
data in the hands of everyone responsible for engagement
was next to impossible. David Mingle learned that
to solve for internal engagement before external
engagement, the company needed to learn about
how insights around the DCX made (and could
make) its way throughout the organization.
“One pain point that came out loud and clear
through journey mapping is that there is room for
improvement on how to pass data across different
lifecycle steps,” Mingle professed. “We want to pass
the customer’s data from one step of the journey to the
next as seamlessly as possible.”
23
51%
somewhat feel lack
of data represents
a challenge
“We want to pass
the customer’s data
from one step of the
journey to the next as
seamlessly as possible.”
David Mingle, DCX, GM
24. Resources are precious
commodities.
Once change becomes what the digital
customer ordered, an equal challenge, also
at 56%
, becomes resource procurement
and allocation. In this survey, we define
resources as people, technologies,
expertise, and budget. Each, in its own
way, is key to driving digital transformation.
Time is of the essence, as Adrian Parker, former
global head of social, mobile, and emerging media at Intuit and
now at Patron Spirits Company, explained, “No one wants to
take three years to be world class in digital. But then we don’t
have the data we need to make the resource allocation
happen. We don’t internally have the confident data
we need to convince leaders or peers that they
should invest in some of this new technology
or positions or skills that will be crucial to a
growth plan.”
“Confident data,” as he puts it, is the
source of digital transformation. It translates
hunches or gut instinct into actionable
insights that shape strategies, priorities,
roles, and responsibilities.
24
56%
challenged
by resource
procurement
and allocation
“We don’t internally
have the confident data we
need to convince leaders or
peers that they should invest
in some of this new technology
or positions or skills that will
be crucial to a growth plan”
Adrian Parker, Patron Spirits Company
25. Change agents must make
the case to earn executive
support, and that takes
journey mapping and data.
To secure executive support requires, first, that change
agents make the case and, second, that they do so based on
understanding the nuances of their digital customers and how
their behavior, decision-making, expectations, and values, differ
from that of traditional customers.
A significant challenge, as GM’s Mingle notes, is to re-teach
decision-makers how to observe evolving markets through
a customer-focused lens to influence new and more
empathetic thinking.
“Automotive has a long history of being very inward
thinking,” Mingle explained. “It’s a real challenge
for the industry to put the customer first, rather
than their own functional hats or what’s best for
them. What’s best for customers is best for us,
but that’s not traditionally how automotive has
thought about it.”
25
“What’s best for
customers is best for
us, but that’s not
traditionally how
automotive has
thought about it.”
David Mingle, DCX, GM
26. Customer- and digital-first approaches help change
agents identify priorities and differences among
customers to create a sense of urgency and a
roadmap of priorities to solve for.
Understanding customer behavior is listed
as both an extremely and also
somewhat of a significant
challenge, at 53%
and
42%
, respectively.
The evidence
to make the
case and the
insights in how
to invest in digital
transformation, where
and how, is tied to customer journey
mapping and data analysis.
In our previous digital transformation report
research, we also learned that understanding
the behavior and impact of the new connected
customer is at the heart of digital transformation.
We’ve heard that digital — especially mobile — is often
an afterthought or “bolt-on” program to existing marketing
efforts. Yet it is the very thing that is changing customer
behavior and preferences. Throughout our interviews,
we heard “digital first” across the board. In more
progressive companies, we found digital
investments have evolved beyond a follow-
up to investments in traditional touchpoints
and supporting systems. Now, they’re
leading the way toward transformation.
Sephora is a company on the leading
edge of digital transformation.
Executives credit its progress to its
aggressive “digital-first” approach.
“We made it so that we weren’t thinking
of digital in marketing as an afterthought,
but rather digital at the forefront … not the
physical experience first,” Bridget Dolan shared
with us. “Digital should be in the thought process
at the onset, resulting in a more seamless overarching
client experience because you’re not retrofitting traditional
26
53%
find understanding
customer behavior an
extremely significant
challenge
“Digital should be in the
thought process at the onset,
resulting in a more seamless
overarching client experience
because you’re not retrofitting
traditional marketing to
digital efforts.”
Bridget Dolan
VP Digital, Sephora
27. marketing to digital efforts.”
Digital first, as the company
recognizes it, is really just about
having a customer-first culture
and doing what it takes to
exceed customer expectations
and deliver meaningful
customer experiences.
A digital-first perspective materializes
customer changes and also makes clear
the “how” and “why” that helps strategists
develop a strategic roadmap. In retail, the need to do so is truer now
more than ever.
Westfield’s Andy Hedges observes this as a do-or-die moment:
“Retailers are not embracing the consumer changes. They know they
have to do it, but don’t know how or where to start.” He believes the
answer lies in perspective.
“One challenge starts with not having a really clear strategy that
puts the consumer at the center. Retailers are operating under a
push mentality versus a pull mentality. Then, how do we free up
investment?” Hedges asks. Much like Mingle’s take on shifting from
inward thinking to a more empathetic approach, Hedges believes
retailers can benefit from customer-centricity. It affects everything
and addresses each of these challenges with insight and specificity.
27
“Retailers are not
embracing the consumer
changes. They know
they have to do it, but
don’t know how or
where to start.”
Andy Hedges, Westfield
28. 63%
Improved
customer
satisfaction
(ie. NPS)
53%
Higher
traffic
46%
Greater
converions
75%
Lift in
engagement
49%
Increased
lead gen/
sales
We asked strategists to share
the top five benefits they see or
anticipate as a result of formal digital
transformation efforts (see Figure 7).
Digital
transformation
carries
expectations that
its impact can be
measured at both
customer and
business levels.
Source: Altimeter Group Digital Transformation Survey, 2014. N=59.
28
FIGURE 7.
BENEFITS OF DIGITAL TRANSFORMATION
What are the top 5 benefits you see or anticipate as a result of your formal digital
transformation efforts? Select up to 5.
29. Digital
transformation
impacts the bottom
line.
The anticipated or realized boons
that digital transformation carries are
expansive. Some of those we found
were more basic yet still important in
nature. Strategists aimed to increase
traffic (52%
), increase lead gen and
sales (50%
), optimize conversion (46%
)
and amplify the company’s share of
voice (46%
).
Some of these metrics, though, are
also indicators of an earlier challenge
we uncovered in the survey.
Strategists felt that some investments
in digital transformation were still
driven by a campaign mentality,
with 60%
stating this as an extremely
significant challenge.
Digital
transformation
leads to boosts in
collaboration and
productivity.
Benefits to digital transformation
aren’t limited to external benefits.
There are internal advantages as
well. Collaboration, productivity,
and unified approaches are
also a significant metric, 41%
, in
measuring progress in digital
transformation efforts.
Digital
transformation
helps companies
assess the
real customer
experience.
At the top of the list, companies
are seeing or hoping to see a lift in
customer engagement (75%
) and
improved customer satisfaction (63%
).
These CX metrics are strong and
promising indicators of a customer-first
approach. Additionally, 44%
expect to
grow market share, a metric that is
near and dear to every executive.
The idea of customer experience
is something that is also evolving.
The gift of empathy that results from
recognizing and appreciating the
digital customer leads to innovation
in every touchpoint and also every
“moment of truth.”
GM’s Mingle, for example, is rethinking
the company’s moments of truth to
translate its digital-first work into a
sweeping customer-first initiative.
“We’ve begun to look at how the
effective delivery of a car is a moment
of truth. When customers drive off the
lot, they have to be fully confident in
their purchase,” Mingle revealed.
Improving customer experience is
not solely tied to digital, but it is
measurable as a result. “When we talk
about technology going into a car,
customers could be overwhelmed by
it. There are opportunities within first
few weeks of ownership to re-engage
with these customers by inviting them
back into the dealership to learn more
about how the technology works, for
example,” Mingle continued.
Thus, digital transformation becomes
a catalyst for re-imagining the overall
customer experience.
29
30. To continue on the road toward digital transformation, read Altimeter Group’s report, Digital Transformation: Why and How
Companies Are Investing in New Business Models to Lead Digital Customer Experiences. In this report, digital strategists,
change agents, and leaders will learn more about the three elements of digital transformation (vision and leadership, digital
customer experience, and a digital transformation team) and the steps to take to become a customer-centric, digitally
transformed company — from the inside out. Download it here.
CONCLUSION
30
THE KEY TO DIGITAL
TRANSFORMATION
IS THAT IT’S NOT ALL
ABOUT TECHNOLOGY.
Behavior, whether it’s related to
customers, employees, values, or
expectations, is as important (or more
so) as becoming increasingly digital
through new investments in strategy
and technology. Borrowing from
informatics professors Erik Stolterman
and Anna Croon Fors, digital
transformation can also refer to the
changes associated with the application
of digital technology in all aspects of
human society.
DIGITAL
TRANSFORMATION
COMES DOWN
TO PEOPLE.
However, customers aren’t the only
ones who represent disruption —
employees are also at the heart of
change. In our research, we met scores
of digital strategists who realized
that the sense of urgency for digital
transformation wouldn’t rain down from
the C-Suite, but instead they recognized
that change agents were needed to
create awareness for change. The
behavior of grassroots leaders stepping
outside of their day-to-day role forms
the roots of digital transformation for
most businesses rising to the occasion.
NO MATTER
HOW DIGITAL
TRANSFORMATION
IS PURSUED, BUSINESSES
ARE CHANGING ALONG
THE WAY.
Businesses undergoing digital
transformation are each, in their own
way, creating new processes, forming
new business models and teams, and
investing in new technologies and
systems to work in ways that are more
relevant to the state and evolution of
today’s markets. In doing so, they’re
leveraging digital transformation to
become more customer-centric,
more human, and renewing their
culture for a new generation of
customers and employees.
1 2 3
31. METHODOLOGY Altimeter Group’s 2014 Buyer Survey was comprised of three modules: Digital
Transformation; Social Business/Future of Work; and Content Marketing. Responses were
collected between January and April 2014.
After beginning the survey, respondents were screened into the correct module(s) based
on their career responsibility. To qualify for the Digital Transformation module of the
survey, respondents self-identified, indicating that they carried responsibility for driving
or managing their company’s digital strategy. The survey’s goals were twofold: to unearth
where companies and supporting teams are in their metamorphic digital transformation
efforts; and also to capture a current snapshot for future comparison. Fifty-nine digital
strategists completed the digital transformation module of the survey.
31
This report includes input from market influencers who were interviewed by Altimeter Group during
the course of this research. Not all interviewees are included in this list, due to request for anonymity.
Input into this document does not represent a complete endorsement of the report by the companies
listed below.
• David Mingle, Executive Director, Customer Experience, General Motors
• Rebecca Harris, Social Media Strategist
• Kim Matlock, Senior Director of Digital Marketing and CRM, Hard Rock Hotels and Restaurants
• Sebastian Quinn, Digital Marketing Manager, Hard Rock Hotels and Restaurants
• Perry Hewitt, Chief Digital Officer, Harvard University
• Adrian Parker, Global Head of Social, Mobile, and Emerging Media, Intuit (Now with Patron Spirits Company)
• Lars Silberbauer, Global Director of Social Media, LEGO
• Grant Ferguson, Leader for Systems of Engagement, Motorola Solutions
• Pete Blackshaw, Global Head of Digital & Social, Nestle
• Tony Hudnell, Associate Director of Consumer Relationship Management, Procter & Gamble
• Bridget Dolan, Vice President of Interactive Media, Sephora
• Adam Brotman, Chief Digital Officer and EVP, Digital Ventures, Starbucks
• Andy Hedges, Director Shopping Centre Management and Marketing, Westfield Shopping Centres
ECOSYSTEM INPUT
32. AUTHOR: BRIAN SOLIS, PRINCIPAL ANALYST
Brian Solis (@briansolis) is a principal analyst at Altimeter Group. He is also an award-
winning author, prominent blogger, and keynote speaker. Solis works with enterprise
organizations and technology vendors to research the state and direction of markets,
competitors, and customer behavior. Through the use of proven frameworks and best
practices, Solis analyzes trends, opportunities, capabilities, and areas for improvement to
align new media initiatives with business priorities.
CONTRIBUTING AUTHOR: JAIMY SZYMANSKI, SENIOR RESEARCHER
Jaimy Szymanski (@jaimy_marie) is a Senior Researcher with Altimeter Group. She has
assisted in the creation of multiple open research reports covering how disruptive
technologies impact business. Szymanski has also worked with Altimeter analysts on
varied research and advisory projects for Fortune 500 companies in the telecomm, travel,
pharmaceutical, financial, and technology industries. Her research interests lie in social TV,
gamification, digital influence, and consumer mobile.
EDITOR: REBECCA LIEB, ANALYST
Rebecca Lieb (@lieblink) is an analyst at Altimeter Group covering content strategy, and
digital advertising and media, encompassing brands, publishers, agencies and technology
vendors. In addition to her background as a marketing executive, she was VP and editor-
in-chief of the ClickZ Network for over seven years. For a portion of that time, she also
ran Search Engine Watch. She’s written two books on digital marketing: The Truth About
Search Engine Optimization (2009) and Content Marketing (2011).
ABOUT THE
AUTHORS
With thanks for support from: Jessica Groopman, Cheryl Knight, Shannon Latta, Briana Schweizer,
Charlene Li, and Christine Tran.
ACKNOWLEDGMENTS
33. Altimeter is a research and consulting firm that helps companies understand and act on disruption.
We give business leaders the insig ht and confidence to transform their companies in the face of
disruption. In addition to publishing research, Altimeter Group analysts speak and provide strategy
consulting on trends in digital transformation, social business, data disruption, and content marketing
strategy. Contact Leslie Candy at leslie@altimetergroup.com or 617-448-4769.
OPEN RESEARCH
This independent research report was 100%
funded by Altimeter Group. This report is published
under the principle of Open Research and is intended to advance the industry at no cost. This report
is intended for you to read, utilize, and share with others; if you do so, please provide attribution to
Altimeter Group.
PERMISSIONS
The Creative Commons License is Attribution-Noncommercial-Share Alike 3.0 United States at:
http://creativecommons.org/licenses/by-nc-sa/3.0.Disclosure.
DISCLOSURE
Your trust is important to us, and as such, we believe in being open and transparent about our
financial relationships. With their permission, we publish a list of our client base on our website. See
our website to learn more: http://www.altimetergroup.com/disclosure.
Although the information and data used in this report have been produced and processed
from sources believed to be reliable, no warranty expressed or implied is made regarding the
completeness, accuracy, adequacy, or use of the information. The authors and contributors of
the information and data shall have no liability for errors or omissions contained herein or for
interpretations thereof. Reference herein to any specific product or vendor by trade name, trademark,
or otherwise does not constitute or imply its endorsement, recommendation, or favoring by the
authors or contributors and shall not be used for advertising or product-endorsement purposes. The
opinions expressed herein are subject to change without notice.
ABOUT ALTIMETER GROUP
DISCLAIMER
I. Solis, Brian, “Digital Transformation: Why and How Companies are Investing in New Business
Models to Lead Digital Customer Experiences.” Altimeter Group, 2014.
http://altimetergroupdigitaltransformation.com.
II. Li, Charlene, and Brian Solis, “The State of Social Business 2013.” Altimeter Group, 2013.
http://www.slideshare.net/Altimeter/report-the-state-of-social-business-2013-the-maturing-of-social-
media-into-social-business.
III. Stolterman, Erik, and Anna Croon Fors, “Information Technology and the Good Life,” in
Information Systems Research: Relevant Theory and Informed Practice, 2004. ISBN 1-4020-8094-8, p.
689.
ENDNOTES
33