Digital transformation involves assessing market trends, creating an action plan, criteria for assessment, and governance model. The action plan focuses on improving customer experience through understanding demands, optimizing processes, collaborating with fintechs, and cultural transformation. Assessment criteria centers on enhanced customer experience measured by KPIs like customer satisfaction, revenue, and number of processes improved. Effective governance requires determining priorities, resources, starting point, and leadership between business and IT units.

1. DIGITAL TRANSFORMATION
DR. OKAN ACAR
DIGITAL TRANSFORMATION GROUP MANAGER
@DROKANACAR
WWW.OKANACAR.COM

2. Agenda
Digital Transformation – Market Assessment
Digital Transformation – Action Plan
Digital Transformation – Assessment Criteria
Digital Transformation – Governance Model

3. • Dispossession
• Sharing Economy
• Entrepreneurship
• Experience-based Development
• Innovation
• Energy Efficiency
• Environmental Sensitivity
• Healthy Life
Rapidly Changing Expectations
Digital Transformation – Market Assessment

4. Agenda
Digital Transformation – Market Assessment
Digital Transformation – Action Plan
Digital Transformation – Assessment Criteria
Digital Transformation – Governance Model

5. Companies will begin digital transformation to give customers the best experiences by
clearly understanding their demands
Digital Transformation – Action Plan
Customer Experience &
Value Proposition
Ecosystem Data Analytics
Employee Experience &
Talent Management
Branch Experience

6. Digital Transformation – Action Plan
Technology Transformation Digital Optimization
Digital Collaborations
Cultural
Transformation
A B
C
D
Maturity levels should be studied before starting

7. Technology Transformation
Digital Transformation – Action Plan
A
• Updating software architecture via new enterprise architecture
• Encoding softwares with new languages
• Improving infrastructure
• Deciding on Make or Buy processes
• Improving hardware

8. Digital Optimization
Digital Transformation – Action Plan
B
• Eliminating redundant processes
• Reducing several processes into single process
• Automating processes

9. Digital Collaboration
Digital Transformation – Action Plan
C
• Questioning the way the company work
• Transition to aaS structures (SaaS, BaaS)
• Integrating with Fintechs

10. Cultural Transformation
Digital Transformation – Action Plan
D
• Expansion of innovation culture
• Using agile structures not only in IT but also in business units
• Ensuring employees’ support for transformation
• Ensuring the support of senior management
• Experiencing various gamification experiences
• Improving digital skills

11. Agenda
Digital Transformation – Market Assessment
Digital Transformation – Action Plan
Digital Transformation – Assessment Criteria
Digital Transformation – Governance Model

12. • Creating customer-oriented processes
• Improving processes via digitalization
• Developing digital customer experiences by
customer centric approaches
• Discovering new digital skills
The main indicator of the digital transformation results is enhanced customer experience
Digital Transformation – Assessment Criteria

13. KPI Types and Examples
Digital Transformation – Assessment Criteria
Current Optimization Technology Collaboration
• Revenue from
products
• Customer Satisfaction
Score
• ROE, ROA
• Number of products
sold
• Earned man*day
• Number of processes
improved
• Customer average
waiting time
• Number of APIs
• Number of APIs used
• Number of renewed
hardware / software
• New Fintech integration
• Revenue from Fintechs
• Platform utilization
revenue

14. Agenda
Digital Transformation – Market Assessment
Digital Transformation – Action Plan
Digital Transformation – Assessment Criteria
Digital Transformation – Governance Model

15. How should companies determine the roadmap?
Digital Transformation – Governance Model
• What do the company understand from digitalization? Is it the same for everyone?
• Are their priorities same among the organization?
• How is the maturity level of the organization?
• What are the resources that company has and what are needed?
• Where should they start?

16. Who can lead the journey?
Digital Transformation – Governance Model
• Will the business or IT units take the responsibility?
• If business side will take the responsibility, then which business unit will it be? Marketing
or a new established business unit?
• New concepts are appeared like CDO and CIO

17. Briefly…
• Companies need to examine trends and make their choices on the right fields
• Digital Maturity assessment is a must
• For a holistic digital transformation; collaboration, optimization, culture change
and
technology transformation should be all achieved
• The right KPIs should be defined
• The journey should be set by both business and IT units
• How to work with Fintechs should be learned