Digital is re-imagining the human experience. It is remaking how people live, work, play and connect. Everything is being rethought, simplified and improved—even things people have taken for granted throughout their lives. Most companies recognize that they cannot turn a blind eye to such a powerful force shaping human behaviour. What worked yesterday to attract, engage and retain customers may be fast becoming obsolete. So how can companies develop a customer relevant digital business when change is the only constant and best practices are being redefined at warp speed?
2. The FEARS we don’t face become our
LIMITS
ROBIN SHARMAhttps://www.youtube.com/watch?v=n9EgH-QxaUI
Why
3. 2009 - The world’s
biggest taxi company
owns no taxis
2004 - The world’s biggest
media company creates no
content
1999 - The world’s most valuable retailer holds no inventory
2008 - The world’s largest accommodation provider holds no estate
Value: $150 to $200 Billion
Value : $200 Billion
Value : $40 Billion
Value : $10 Billion
ADigitalRevolution!
5. Intel President Renee James - 2014
“We were very successful, but success can breed complacency and
fear.............Where Intel also failed was identifying mobile devices like the iPhone as
technology good enough for consumers to check email, watch video, perform other
general tasks and otherwise enjoy many of the features offered by desktop
computers and laptops.“We didn’t appreciate that the iPhone was the advent of
mobile and ultra mobile computing.”
Missing on The Mobile Revolution
Is COSTLY
6. Life as a Business Partner!!!
Business don’t know what they need
Poor / vague requirements
Poor involvement and cooperation with IT
Poor business processes
Poor / short term business strategy
No business case or justification for IT projects
Propose solutions rather than requirements
IT is too slow and deliver poor quality service
Lack of urgency
Out of touch with business and customers
Take too long to deliver projects
IT costs too much
Not user/customer focused applications
Not a Partner
7. Not Game Changers
Not Trusted Advisors
Not Business Peers
Don’t Speak in Business Terms
Don’t know IT’s Value Proposition
Don’t Manage Projects as Business
Investment
GARTNER (2014) on the Gap between the BUSINESS & IT
80% to 90%
Thought
ACCORDING TO GARTNER
Survey of CEOs about IT
8. Shadow IT, along with the term "Stealth IT," to describe solutions specified and deployed by departments other than the IT, mainly by
external suppliers hired by the business.
9. Humans have limits that technology does not — we’ll always be somewhat behind the eight ball
in that way. But the winners of the slow revolution will be the ones who realize that the most
important variable in the equation is the rate at which their customers change. Only when you
understand what that change is and how rapidly it is progressing can you then adjust your
internal changes appropriately.
The Slow Revolution: Matching Human Change to the Speed of Technology
Chris Bucholtz is the content marketing manager at CallidusCloud
The Catching Game – Human vs Technology
12. Customer Centric v s Organisation Centric
Cul ture
Seeing Through
The ‘Looking Glass’
13. The S&P 500, or the Standard & Poor's 500, is an American stock market index based on the market capitalizations of 500 large companies having common
stock listed on the NYSE or NASDAQ.
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
-10.0%
-20.0%
-30.0%
-40.0%
-50.0%
Customer
Experience
Leaders
43%
S&P 500
Index
14.5%
Companies
with No
Focus on
Customer
Experience
33.9%
Customer experience leaders outperform the market
6-Year Stock (market) Performance of Customer Experience (CxP) Leaders verses S&P 500 (2007-
2012) and CxP Laggards
CumulativeReturn
14. WHAT ARE KEY THREATS
Customers are
empowered Competitors are not what or
who they used to be
Technology is enabling people— but disrupting business
“Most companies recognize that they cannot turn a blind eye to such a powerful force
shaping human behaviour. What worked yesterday to attract, engage and retain customers
may be fast becoming obsolete. So how can companies develop a customer relevant digital
business when change is the only constant and best practices are being redefined at warp
speed?”
18. Customer Experience is the BRAND
Delight Your Customer
Flex Your
Platform
Re-Orient Your
Business
Agile Culture
Transform the business
and operating models
toward customer-
centricity and agility while
infusing innovation and
analytics into the core
culture.
Effective, Agile,
Delivers ROI
Power the business and
customer experiences by
optimizing the marketing,
content, and commerce
technology and
operations–scaled as
needed to perform.
Robust, Scalable,
Deployed Fast
19. Technology – fuelled, customer-led disruption will
continue to arrive on our doorsteps unexpectedly
20. Every company, no matter the product or service, is now
a technology company too, by default!
21. “Moving forward, companies will need to pursue
digital transformation in order to survive, let alone
be market leaders. It is often complex and requires
thoughtful investment. Yet the vision must be to
continually renew the strategy, culture, operating
model and infrastructure to flex the business on
an ongoing basis. Because anticipating customers’
needs and exceeding their expectations is
essential in a customer-relevant digital world.”
Commit To Think And Act Differently
22. As a Partner....
Chest of secrets
Order takers / operators
A necessary evil
Known, trusted advisors
Business peers
Business game changers
Reshape Stakeholder Perception
23.
24. Strategic Role of The IT Business Partner
Company Strategy
Engaged, integrated, get involve and get out
of your box
Customers / Business Relationship
Understand and focus on the customer
journey and get IMMERSED / ENGAGED.
Be a partner / peer
Roadmap & Investment
Manage proactively, shape and provide
insight
Insight
Monitor, research and advise on new
technology. Focus on customer journey and
customer focused solutions and
digital transformation
Innovate
Digital is transforming every aspect of our lives, disrupting entire industries and changing the way we live, work, and interact with the world. Leaders in commerce, government, and organisations are seeking effective, long-term digital strategies that utilize technology to deliver growth and results.
So what are the challenges, opportunities, solutions, and strategies for delivering digital transformation in industries and segments across the globe?
Digital is re-imagining the human experience. It is remaking how people live, work, play and connect. Everything is being rethought, simplified and improved—even things people have taken for granted throughout their lives. Most companies recognize that they cannot turn a blind eye to such a powerful force shaping human behaviour. What worked yesterday to attract, engage and retain customers may be fast becoming obsolete. So how can companies develop a customer relevant digital business when change is the only constant and best practices are being redefined at warp speed?
Big data, BYOD, Internet of things, Cognizant Computing, 5G, 3D printing,
Cognizant computing — the next phase of the personal cloud movement — will become one of the strongest forces in consumer-focused IT, according to Gartner, Inc. It will have an immense impact across a range of industries, including mobile devices, mobile apps, wearables, networking, services and cloud providers, causing major shifts in revenue and profit flows.
"Cognizant computing is transforming personal clouds into highly intelligent collections of mobile apps and services," said Jessica Ekholm, research director at Gartner. "Business-to-consumer providers must adapt their strategies to exploit this change to generate new revenue, find new ways to differentiate themselves and foster loyalty via mobile apps."
Cognizant computing is a consumer experience, in which data associated with individuals is used to develop services and activities according to simple rules.
Gartner predicts that cognizant computing will put the importance of apps, services and cloud to the forefront — making it one of the three most important components for any customer retention strategies for B2C companies over the coming five years.
How CEO’s view IT – Gartner Oct 2013
69% - IT does not maintain business services that the business can easily understand
61% - IT doesn’t deliver projects on time and on budget regularly
60% - IT doesn’t provide effective support for back-office applications and processes
57% - IT doesn’t collaborate with other business leaders on business strategy and innovation
66% - It hasn’t got business analysis and business process design skills
In a recent survey of CEO’s over half of them believe consultants fail to deliver on culture change programmes.
According to Gartner research:
Interest in IT is the highest among CEO’s and senior Exec
Understanding the significance of the digital disruption is WEAK
22% have technology in their top 3 priorities
38% Plan to spend in digital marketing
8% plan to invest in the internet of things
Age of the customer
The Future of Enterprise Applications Is Mobility - Garter July 2014
The future of enterprise applications, both for enterprise workers and consumers, is mobility.
The digital enterprise is increasingly a mobile enterprise. Business users and customers are showing a sharp interest in mobile devices and mobile applications.
The age of the customer - 7 years ago Apple released the iPhone
Mobile mind shift – consumers expect many thing to be available on their mobile devices