Digital Transformation - How to Deliver Meaningful Results

How to Deliver Meaningful Results

Digital Transformation:

Today’s speakersWho you’ll be hearing from in today’s session

Today’s Host:

Sapna Maheswari - Bizagi

Today’s Thought Leader:

Neil Ward-Dutton – MWD Advisors

Global customers and partners

PARTNERS

Poll Question 1

Where are you on your digital transformation journey?

A: Help – Honestly we’re just getting startedB: Beginner – We know where we want to go but it’s early daysC: Intermediate – We have a strategy and we’re making some progressD: Advanced – We’re seeing great results but still need to do more

Digital Transformation: How to Deliver Meaningful Results

Neil Ward-DuttonFounder, Research Director

www.mwdadvisors.com 7© MWD Advisors

www.mwdadvisors.com 8© MWD Advisors

‘Digital experiences’ are part of the landscape everywhere

People, transactions

DigitalPhysicalProducts, behaviours

Digital representations of physical experiences (e.g. shopping, reading newspapers)

Physical representations of digital experiences (e.g. monitoring/optimising, personalising, upgrading)

www.mwdadvisors.com 9© MWD Advisors

For established companies: four main perspectives

Employee

engagement

External engagement /

experiences

Operations

Products, Platform

s, Network

s

ExternalInternal

People, Knowledge

Processes, Things

The power of Digital: more efficient co-ordination of resources

Strategyleader

CMOComm

s/HR leader

COO

www.mwdadvisors.com 10© MWD Advisors

Technology’s strategic value: building bridges

Boundaries quickly become blurred… everything is connected

Employee

engagement

External engagement /

experiences

Operations

Products, Platform

s, Network

s

ExternalInternal

People, Knowledge

Processes, Things

11© MWD Advisors www.mwdadvisors.com

Customer Experience excellence has implications everywhere

Yourcustomer

Customer Journey stage 1

Customer Journey stage 2

Customer Journey stage 3

Customer Journey stage n

Customer Journey stage n+1

Strategy: use insight through each customer journey to make future experiences more engaging Marketing

SalesOperations

Service

www.mwdadvisors.com 12© MWD Advisors

“Knowing” is not enough

Scope of customer experience strategy

Dep

th o

f cus

tom

er e

xper

ienc

e st

rate

gy

Knowing

Surfacing

Acting

Shaping

SalesMarketing Operations Service

Shaping core products, services and processes around customer preferences through collaboration

Having an integrated view of customers, their preferences and their behaviour

Making customer knowledge available to the right channels so that it can be acted on

Delivering the most appropriate customer experience – requires empowered people with the right information, policies

Making most appropriate offers

Maximising lifetime value

No surprises

Delivering on moments of truth

Most people work on this

Enterprise core

Service centres

Partner A

Partner BSupplier X

Supplier Y

Success relies on “weaving digital threads”

Enterprises and value chains have been engineered to be

dispersed, flexible

Experiences integrated across venues, platforms, channels, …

© MWD Advisors www.mwdadvisors.com 13

© MWD Advisors www.mwdadvisors.com 14

Corporate tech leaders’ expectations are changing“We need ‘test-and-

learn’ platforms”

“We need bridging

strategies and

platforms to harden

innovations”“Fail fast, scale fast” “We’re

carving out budgets

with different spending

parameters”

“Bimodal is useless”

“We can’t accept

business-as-usual”

Retail, utilities, travel/transport, CPG, insurance,…

© MWD Advisors www.mwdadvisors.com 15

The Digital destination… and the journey

Instrumentation of products,

services, processes

Agility of services,

processes, business models

Internet of infrastructure,

products

Internet of personal devices

Internet of conversations

Internet of applications,

platforms

www.mwdadvisors.com 16© MWD Advisors

Use Digital Business Platforms to weave digital threads

EXISTING SYSTEMS OF RECORD, DATA, APPLICATIONS

P E R F O R M A N C E A N A L Y T I C S

1

2

3

1

2

3

Sharing knowledge / co-ordinating work across teams, departments, entitiesMaking it easy to change behaviour, policy etc

Tracking and managing business performance over time

People + knowledge + technology = success…

Meanwhile… “Industries with 100% or more

average annual turnover include most of retailing, food services, trucking and call centres”

…Now account for nearly 25% of US workforce

© MWD Advisors www.mwdadvisors.com 17

Digital Business Platforms have to help scale knowledge

Enterprises and value chains have been engineered to be

dispersed, flexible

Experiences integrated across venues, platforms, channels, …

© MWD Advisors www.mwdadvisors.com 18

© MWD Advisors www.mwdadvisors.com 19

Digital technologies open new frontiers for the co-ordination of work and resources

System-recommended decisions, tasks and processes

Open collaboration on tasks and processes

Digital fieldwork Bringing customers into

processes […]

Who?

When?Why?

How?

What?

Where?

www.mwdadvisors.com© MWD Advisors 20

Imperatives for Digital Business Platforms

Agility

Measurability

Openness Collaboration

Augmentation

Extensive use of models

Packaging choices

Friendly tools

Open instrumentati

on

Implementation choices

Neil Ward-Dutton, Founder and Research Director@neilwdneilwd@mwdadvisors.com

Focusing only on the most visible elements of CX will lead to failure – what’s your strategy?

Poll Question 2What is the biggest challenge for you in kick-starting your digital initiatives?

A: People – Insufficient drive for operational changeB: Processes – Complex, poorly understood processesC: Technology – Rigid technology blocking progressD: Budget – Need is too large for budget available

23

Bizagi – The Digital Business Platform

AgileContinuous yet

controlled innovation through

business & IT collaboration

Engaging

Empowering knowledge workers with personal, contextual experiences

Connected

Super fast agile process layer

wrapping around legacy IT systems

%

Employees, Partners & Suppliers Sensors

and devices

Digital work

Databases

ERP, CRM, etc.

Legacy

What the customer

seesInside the enterprise

24

Bizagi at work

25

Call center

BranchDocument

management

Data processing

Start End

ERP

Customer facing user experience

Inside the enterprise

Disconnected Experiences

Old Customer JourneyAccelerating Digital Transformation at Old Mutual

26

Call center

Branch

Document management

Data processing ERP

Browser / mobile

Customer facing user experience

Agile

Connected

EngagingInside the enterprise

Single Customer Experience

Unified Customer JourneyAccelerating Digital Transformation at Old Mutual

27

Point of Contact

Resolution improved by

Customer queuing times

in branches reduced

Net Promoter Customer

satisfaction improved by

Customer service On-boarding

time cut down by

Over 15%

Over30%

9Times

10Times

Accelerating Digital Transformation at Old Mutual

28

• Quickly build transformation momentum in the organization. • Address a burning digital problem• Select a ‘Quick Win’ business process to automate first• Automate in 7 weeks using Bizagi’s Agile approach

• Absorb process automation and Bizagi concepts into the company. • Automate more processes: Replicate process automation rigorously &

consistently• Adopt Bizagi’s structured On-Target deployment methodology• Instil disciplines to establish a Bizagi Competence group

• Establish a global Digital Process Factory using Bizagi’s COE model• Strategically map Bizagi to your enterprise architecture• Align your digital roadmap to your corporate strategic drivers

Top

Down

or B

otto

m U

p St

rate

gy

EnergizeQuick-Start

1/

EmpowerOn-TargetMethodology

2/

ExpandCentre ofExcellence

3/

Bizagi Spark: A new approach to rapid digital change

Want to learn more?

www.bizagi.com

+

> Download > Speak to Bizagi

Questions Answers

WhitepapersCase Studies

For more information visitwww.bizagi.com

E-learning

Join our next Live Demo

Downloadfor free

Webinars