This document discusses five areas ("dials") of digital transformation that companies should focus on: vision and strategy, business model, products, operations, and culture. It then provides more details on transforming the business model, products, operational processes, employees, and customer experience. The document also discusses six business uses of social media: HR, PR/social media marketing, direct sales, customer service, business intelligence, and internal communications. It provides examples of how each area can benefit from social media.

1. DIGITAL
TRANSFORMATION
IMPROVEMENTS TO
YOUR BOTTOM
LINE
Tiffany St James
@tiffanystjames
@wetransmute

2. 5 DIALS OF TRANSFORMATION
Vision
Strategy
Business
Model
Product
Operations
People
Customer
Experience
Culture
The Big 5 all Management Consultancies agree on

3. #1 TRANSFORM YOUR BUSINESS MODEL
Digital Modified Business, New Businesses, Globalisation

4. #2 TRANSFORM YOUR PRODUCT
Digital Modified Products, New Products

5. #3 TRANSFORM OPERATIONAL PROCESSES
Process Digitisation, Performance Management

6. #4 TRANSFORM YOUR PEOPLE
Talent DNA, Capability Mapping, Workforce Experience

7. #5 TRANSFORM CUSTOMER EXPERIENCE
Customer Understanding, Channel Shift, Experience Evolution

8. 6 BUSINESS
USES OF
SOCIAL MEDIA

10. What social can deliver for
the business
Current
KPIs
Digital
Strategy
Business
Objectives
• Benchmark• Best
Practice
• What
works
• Current
social
footprint
Your
Business Competition
Similar
Industry
Other
Industries
What social CAN
deliver for the
business?
What social IS
delivering for you,
for your competitors,
and industry?
What people and
tech capabilities
DO you have?
THE STRATEGIC PLANNING PROCESS

11. HR
Lower attrition rates and cost per hire, evidence based digital capability mapping

12. PR (AND SOCIAL MEDIA MARKETING)
Engaging shareable campaign content of use or pleasure by customers

13. DIRECT SALES
Source: Shopify: 3 ecommerce trends you need to know 2015

14. CUSTOMER SERVICE
BT has lowered the cost of its customer service operations by £2m a year.

15. BUSINESS INTELLIGENCE
Topic Analysis
Volume of posts Proportion of posts
Topic analysis through Natural Language Processing Tools

16. INTERNAL COMMS
Employee collaboration digital and social spaces and tools, authentic employee-led
content

17. @wetransmute
http://wetransmute.com