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Digital TransformationHow To Navigate Your Business in a Digital World
Genesys CX2017 Brussels, June 8 2017Dr. Dirk Vater, Bain & Company
DIGITALIZATION IS CHANGING THE WORLD…
Source: Bain & Company
…AND THE INFORMATION AGE HAS JUST BEGUN
VR/AR
Text
Photos
Videos
2012 2014 2016 2018
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WAIT-AND-SEE APPROACH IS NOT AN OPTION
~4× MORE DEVICES(NUMBER OF CONNECTED DEVICES IN BN)
Source: Cisco; IDC Digital Universe Study; IDATE & UMTS Forum, Ray Kurzweil; Steve Jurvetson; Bain Analysis
CONNECTIVITY DATA PROLIFERATION COMPUTING POWER
~40-FOLD INCREASE(GENERATED DATA IN ZETTABYTES)
EXPONENTIAL GROWTH(COMPUTING STEPS PER SECOND PER $1k)
3
10 KEY DIGITAL TRENDS TO TAKE INTO ACCOUNT
DIGITAL ENGAGEMENTAND ENABLEMENT
COLLABORATIVE CONSUMPTION
INTERNET OF THINGS (IOT)
CYBER SECURITY AND DESIGN FOR VERACITY
DATA SCIENCE AND ADVANCED ANALYTICS
AUTONOMOUS ROBOTICS
VISUALIZATION AND AUGMENTED REALITY
ADDITIVE MANUFACTURING (3D PRINTING)
DIGITAL ENGINEERING
MACHINE LEARNING AND ARTIFICIAL INTELLIGENCE
Source: Bain & Company
THINGS NETWORKCLOUD AND ANALYTICS
5
CUSTOMER ENGAGEMENT
OPERATIONS PERFOR-MANCE
PRODUCTS AND SERVICES
DIGITAL TIDE IS HIGH: ASSESS WHERE YOU ARE MOST IMPACTED
Impact on the company’s entire value chain
Source: Bain & Company
DIGITAL TRENDS/DISRUPTIONS
?? ?
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Customer Engagement
People & Organization
IT & Technology
Products & Services
Data Analytics
Operations Performance
DIGITAL TRANSITION: YOU HAVE TO DEFINE THE WHAT AND THE HOW
Source: Bain & Company
"What"
"How"
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CUSTOMER ENGAGEMENT: NEW CHALLENGES AHEAD AT THE CUSTOMER FRONT
Source: Bain & Company
EXPONENTIAL INCREASE IN CHANNELS AND MEDIA
UNPRECEDENTED VOLUME OF DATA
BLURRING BORDERS BETWEEN MARKETING
AND E-COMMERCE
NEW WAYS TO BE CREATIVE
ENDLESS POSSIBILITIES TO TEST AND LEARN
SINGLE, DATA-DRIVEN VIEW OF THE CUSTOMER
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HARDWARE/ PRODUCTS SERVICES SOFTWARE/ PLATFORM
• Embedding digital to create new features
• Three dimensions: Physical, Smart, and Connectivity
• Creating new digital services, or digital enhancements to existing services
• Changing business models (XYZ as a Service)
• Expanding into related areas to create software/ digital platforms
• Create value from data generated from current products/ services
PRODUCTS & SERVICES:VALUE PROPOSITIONS GET RESHAPED THROUGH DIGITAL
Source: Bain & Company 10
Traditional Digitized
SERVICESALES
3D-Printing
Distributors,own stores
Direct sales force
Inbound logistics
Phone/ Call Center
E-channel (sales)
BIG DATA
BIG DATA
E-channel (service)
Installed assets
Purchasing
BIG DATA
Service managementR&D
Manufacturing and assembly processes
Outbound logistics
Cyber physical production system(s)
Operations cloud
BIG DATA
Users
Subcontractors
3D-Printing
PRODUCTION
BIG DATA
PROCUREMENT
R&D
SUPPLIER CUSTOMER
OPERATIONS PERFORMANCE:THE ENTIRE VALUE CHAIN IS BEING IMPACTED
BIG DATAField service
DIGITAL ENGINEERING
Source: Bain & Company 11
PEOPLE & ORGANIZATION:KEY FOR SUCCESSFUL DIGITAL TRANSFORMATION
Source: Bain & Company
Organize to accelerate Adapt to a faster pace of change
Embark the entire organization Align capabilities with digital ambition
ORGANI-ZATIONAL
DESIGN
CULTURAL SHIFT & NEW
WAYS OF WORKING
MOBILIZATION & CHANGE
MANAGEMENT
Agile methods
Bottom-up communication
New tools and workspaces
CAPABILITIES& SKILLSETSSense of urgency
Management alignment
Engagement & sponsorship
Organizational emulation
Openness to the digital ecosystem
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Adapted HR
New skills and talents
Training
DESPITE UNCERTAINTY, HANDFUL OF DIGITAL ‘KNOWNS’
Digital has the potential to drive tangible, financial results
Digital innovation is occurring at an unprecedented pace (and accelerating)
Significant risks and opportunitiesremain for everyone
Operations will experience transformational change as a result of Digitalization
One criticalcertainty is that
INACTION ISNOT AN OPTION
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