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Digital Transformation: It is not about Technology
Presentation by Dr. Nadir Hirji & Zia Paton
June 2020
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PwC Canada 2
➔ 2019 Digital IQ Findings
➔ Retailization of all Industries
➔ Implications for Public &
Private Sector
➔ The Covid Effect
➔ Q&A
Agenda
1The findings
PwC
This marks the release of our
10th global Digital IQ study on
the digital maturity of
organizations across the globe
Over 2600 organizations globally
were surveyed and over 100 in
Canada.
The Canadian Digital IQ has
been dropping over the last few
years!
Organisations with higher digital
IQ outperform their peers in
their group.
For Canadian organizations there
were three main takeaways:
• Invest in the workforce of
the future
• Disrupt or be disrupted
• Be intelligent about
digital
These findings are relevant
for TT and the Caribbean
...now more so than ever!
Digital IQ - Canadian and Global Market Perspectives
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5PwC
of Canadian executives say the
lack of suitably skilled teams is the
number one barrier to success to
digital initiatives
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PwC
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10
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industries
of all
retailization
The
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Experience is the new
battleground.
32% of all customers would
stop doing business with a
brand they loved after one bad
experience.
PwC Future of Customer Experience Survey
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Save the bells and
whistles. Get the must-
do’s right first
(right now).
80% of consumers say
that speed, convenience,
knowledgeable help and
friendly service are the
most important elements
of a positive customer
experience. PwC Future of Customer Experience Survey
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Our world is rapidly changing...
64% of CEOs believe technology will disrupt howthey do business in the next 5 years.
—PwC 21st CEO Survey
Source: PwC’s 21st CEO Survey (2018)
This content is for general information purposes only, and should not be used as a substitute for consultation with professional advisors.
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Private sector
for Public &
Implications
PwC
Current Situation
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What is Digital Transformation
● Transaction focused
● Highly manual / paper based
● Waterfall approach and mindset
● Latent / slow response times
● Labour intensive
● Customer centric
● Employee enablement
● Devolve decision-
making
● Improve transparency
● Take an iterative
approach
Digital State
● Better decision making due
to better reporting/data
● Flexible and enabling IT
● Enhanced response times
● Change in cultural mindset
PwC 17
Why do Digital Transformations Fail
Viewed as an
IT project only
Underestimate
the change
Not human-centred
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Effect
The Covid
PwC 19
Enhancing the digital experience: Go for speed, and iterate
■ Optimize right now: Take a scan of your critical customer interactions and employee tasks,
and assess their effectiveness given current challenges.
■ Redefine your future customer experience: Use any increase in digital interactions, touch
points and purchasing to redefine your experience.
■ Keep your customer relationships for the long term: Recognizing that customers will be
accustomed to the power of interacting with you digitally, make sure you have the ability to
keep them while encouraging them to continue using digital as their primary channel.
■ Use ROX (return on experience) to focus on what you should do: Given the current
situation, you need to prioritize what you should do to drive revenue or reduce costs.
PwC 20
How to Optimize now!
If you have a digital presence
■ Optimize your experience to increase conversion
■ Take advantage of people going online more to
steal market share and grow
If you don’t have a digital presence:
■ Get something up fast (it does not need to be
perfect—optimize later)
200%
A well-designed site can have up to a
400%higher on sites with a superior user experience.
And visit-to-lead conversion rates can be more than
higher visit-to-order conversion rate than a poorly designed site.
PwC
Contact Information
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Zia Patton
PwC | Partner
Mobile: 8683906218
Email: [email protected]
Nadir Hirji
PwC | Partner
Mobile: +1.416.509.4536
Email: [email protected]
