[Webinar slides] A Holistic Approach to Digital Transformation
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This document summarizes a webinar presented by Connie Moore of Digital Clarity Group and Bil Khan of SAP on achieving a holistic approach to digital transformation. The webinar discussed how assessing an organization's current customer experience and information management maturity is key. It also stressed the importance of collaboration between business and IT leaders to successfully transform processes, content, and systems to meet customer and business needs in the digital age.
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[Webinar slides] A Holistic Approach to Digital Transformation
- 6. Underwri(en by: Presented by: Opera(onal excellence puts the spotlight on processes and informa(on
- 7. Underwri(en by: Presented by: CxO § Seamless experiences § Consistent channels § New engagement CEO § New business models § Outside-in processes § Be(er innovaRon approaches § Leveraged human capital § Technology infused products § Renewed excellence Many CEOs want more than digital transforma(on
- 17. Underwri(en by: Presented by: Low High IT’s CEM Maturity High Manufacturer • Changes in CMOs and CIOs • False starts in projects • Low CEC adopRon • Low CEC awareness Business’ CEM Maturity This manufacturer had trouble geXng started
- 18. Underwri(en by: Presented by: Business’ CEM Maturity Low High IT’s CEM Maturity High Focus on: • Content management, CRM, customer service • Change mgmt. • Managed service Immature companies need building blocks and soT skills
- 20. Underwri(en by: Presented by: Low High IT’s CEM Maturity High Global Retailer • CEC driven by new execs reporRng to divisions • Willing to take risks Business’ CEM Maturity This retailer was juggling 20-30 projects
- 21. Underwri(en by: Presented by: Business’ CX Maturity Low High IT’s CX Maturity High Need help: • IntegraRng point soluRons • Building a data foundaRon • Beginning journey mapping • ImplemenRng commerce • Developing a digital strategy Gazelles need data management and integra(on skill sets
- 22. Underwri(en by: Presented by: § ExpectaRons have skyrocketed § “Digital journey must be expanded to people, processes, and content” § Senior-most execuRve is leading the business transformaRon A consumer electronics giant falls behind and tries to catchup
- 24. Underwri(en by: Presented by: Low High High SMB Manufacturer • Strong CEC leadership from CIO • Just hired their first VP of MarkeRng Business’ CEM Maturity IT’s CEM Maturity This CIO quite effec(vely led transforma(on
- 25. Underwri(en by: Presented by: Business’ CEM Maturity Low High IT’s CEM Maturity High Focus on: • Developing a digital business strategy • UpdaRng IT systems • ElevaRng plans beyond IT Elephants need consul(ng, systems integra(on, and business insight
- 27. Underwri(en by: Presented by: A financial services company tackles business transforma(on Started 2 years ago on 5 year plan • CRM, customer plaform, mortgage plaform, WCM, workflow, telephony • data warehouse at core “We work less directly with parRcular vendors, and more with their accredited partners” “At senior leadership team, it’s a collaboraRon of equals”
- 28. Underwri(en by: Presented by: Business’ CX Maturity Low High IT’s CX Maturity High Focus on: • Strategy & business models • Transforming processes • journey mapping, Omni channel, mobile commerce, analyRcs Lions need new thinking, strategies, and business models
- 30. Underwri(en by: Presented by: To succeed, focus on . . . § Honestly assessing your starRng point § Create a strategy based on where you are § Get external help § Develop a roadmap § Focus on leadership
- 33. Connie Moore Senior Vice President, Research Digital Clarity Group cmoore@digitalclaritygroup.com Transform the Business from Inside-out and Outside-in
- 35. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 35 By 2020, information will be used to reinvent, digitalize or eliminate 80% of business processes and products from a decade earlier. Source: Forbes, Gartner Predicts Three Big Data Trends for Business Intelligence Read more: Preemptive digital disruption - the key to relevance in the Digital Economy
- 36. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 36 * Survey Source: Harvard Business Review 43% of business managers say complexity slows growth, impedes their ability to respond quickly to competitive threats, and interferes with effective decision making.2 49% of organizations who use scan and capture systems still operate in an ad-hoc manner1 1 AIIM research “A Holistic Approach to Digital Transformation, 2016 Barriers to Successful Digital Business ERP SRM CRM MRP HR WMS CMS ECM EDW CLM DM
- 37. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 37 Information Excellence for a Digital Enterprise Deliver trusted, complete, and actionable information Migrate & Integrate Data Retire Data & Content Paper to Digital Applications Systems Devices Improve and manage data quality Create and manage master data Associate and manage content Manage information lifecycle Integrate Content Files 101010110110 011011001 1 1010 01010 10 0 1 1 011011 010 101 0110 1010 1010010100 1 01 0 11010 1001 1010 010110 1011100 101 1101 11011010100 0101100 01 1 010110 01110 0010101 Business Processes Analytics
- 38. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 38 How Can SAP Help You Achieve Information Excellence? Drive digitized mission-critical business processes Deliver personalized experiences and real-time communications in context for each interaction Manage the total workforce lifecycle, from recruiting, onboarding, performance, compensation, and learning Increased maintenance productivity and improved asset reliability and reduced outages Leverage Business Network to achieve real-time collaboration with suppliers. The Digital Core Supplier Collaboration Business Networks Omni-channel Customer Experience Assets and Internet of Things Workforce Engagement
- 39. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 39 To learn more SAP.com/EIM/Content Management SAP SCN/ECM SAP Solution Explorer
- 40. Thank you Contact information: Bil Khan Bil.khan@sap.com @Bil_Khan https://www.linkedin.com/in/bilkhan