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CUSTOMER EXPERIENCE PLATFORM IT Digital Strategy for Transit Systems
Presentation
By
Thomas Silvestri
The Silvestri Group – Shape Shifting the Future | www.thomassilvestri.com | [email protected]
Overview
2
The Customer Experience Platform
Executive Summary
Key Takeaways
2020 Outlook
Business Case
Digital Transformation
IT Digital Value Pyramid
Reshaping the Customer with IT
Executive Summary
3
Vision: Customer Experience Platform Build a world-class customer-centric mass transit IT ecosystem providing an agile foundation for future technology platforms to enhance the customer’s experience of the CTA products and services.
Goal: Customer Centric Personalization A road map for IT digitization of customer experiences through BI data, geographies, education, self-services, cultural activities connecting all points of the customer profile integrated intelligent transit systems to increase the total customer experience.
Objective: Customer Lifestyle Integration Connecting 24/7 customers, businesses, communities, organizations, activities, and networks via a new digital strategy that concentrically focuses on the future of customer experiences that offers a modern state of the art technology enabled personalization while promoting a total customer lifestyle integration.
Key Takeaways
4
FAST Framework
Focus Shifting IT thinking from how and what skills to exploiting the customer competencies with the local, regional and global connected economy
Accountability The internal and external enterprise leaders are accountable for exceeding the growing customer demand and co-developing platforms for future customer expectations
Simplicity New digital ecosystem for long term resource commitments to establish simple and clear enterprise innovation utilizing the state of the art technology for total customer lifestyle integration
Transparency Business, technology and IT organizations should form an integrated leadership of transparency for the cornerstone of new business strategies
2020 Outlook
5
IT Digital Challenges Investment backlog is $1.45M inadequate to meet customers
needs of the future
5 Year capital plan projects half of annual levels of funding to maintain the current state of the business
Lack of IT public and private social sharing partnerships and start-up initiatives
Absence of the 2016 state budget requires new access to funding and support of economic growth
Lack of governance to provide a strategy of customer-centricity to improve the total customer experience
Proposed system wide projects do not address the new and existing customer needs, behaviors and personalization
Lack of influence on potentially new non-riders, young and urban customers
Minimal personalization options for the 24/7 mobile customers of the future
Business Case
6
IT Value Initiatives for Customer Platforms
Meet the future demand of customers to support an agile and rapid changing lifestyle
Assist public and private partnerships and investments
Optimization of the business operating model with global transit best practices
Improve IT and technology scalability and agility thru mobile, cloud, social and customer analytics
Hyper-convenience of user-based persona’s with robust digital user interfaces
TCO and the lowest transaction cost per system user
Robust and tailored analytics for business and IT collaboration
Customer driven outreach, education and community events
Digital Transformation
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IT Value Proposition
“IT's ability to translate digital innovation into business innovation opportunities”
The Future of IT Transit: Establish an IT paradigm for a broad ridership appealing to young urban demographics
Intelligent Transportation Systems (ITS): Fund and operate the state of the art ITS regional inter-modal services seamlessly integrated into customer lifestyles
Social Media: Customer thoughts, behaviors and analytics are foundations for future business drivers to improve the customer voice within the city ecosystem
Integrated Mobility: Interoperability of multi-point user locations, profiles and response mobility. New predictive intelligence of self-service portals, sensors and demand-side analytics of next generation IT applications.
IT Digital Value Pyramid
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PERSONALIZA-TION
MOBILITY SELF-
SERVICES
TECHNOLOGY
LIFESTYLE
INTEGRATION
DIGITAL TRANSFORMATION STRATEGY
IT SERVICE DELIVERY MODELS
BI/ANALYTICS APPLICATIONS PORTFOLIO
Reshaping the Customer with IT
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IT Digital technologies are challenging public transit IT businesses in ways that have not been experienced before. Whether as a result of hyper competition from players in adjacent industries—or rapid IT disruption, there is a distinct risk and uncertainty for future revenue streams and customer retention.
Although the solution may lie with IT digital technology, the
relationship between technology investments, the customer and profitable growth is a complex one for the public transit businesses.
Here is where IT executives and their technology innovation
can lead by empowering the public transit system with new value creation. There is significant growth opportunity for the CTA by unlocking the benefit realization within the customer experience platform.
The Silvestri Group
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SHAPE SHIFTING THE FUTURE. BEYOND TRANSFORMATION TO SUPERIOR DELIVERY
Unlock your potential, challenge your established universe of thoughts to achieve new paradigms of thinking for global business superiority.
Partner with agile, adaptive, forward value capabilities to co-create platforms of success with stakeholders and key global partners.
Revenue Drill Return Model (RDRM) ®
Thomas Silvestri Founder and Managing Director
www.thomassilvestri.com [email protected]
773.599.8230
