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@[email protected]
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
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