DIGITAL
TRANSFORMATION
101

Agenda
G
1.WHAT Is Digital Transformation?
2.WHO Is In Digital Transformation?
3.HOW Can You Do Digital Transformation?

November 2015
MYTH
What is
digital transformation
to you?

November 2015
Merely involves IT department
Solely benefits a few part of the company
Too technical to understand
Is a mindset --> leadership, adaptation and flexibility
Can be apply for all departments
Has great impact on business goals
Digital Transformation: Myth vs. Truth

5
Digital Transformation: Myth vs. Truth
Digital in "digital transformation" is an
indication of speed and
adaptability

November 2015
HAVE YOU ADAPTED YET?

November 2015
Digital Transformation has to manage change effectively as well as get people to embrace it.
Although companies plan to spend $1.2 trillion on digital transformation in 2017, less than half of
IT decision makers are extremely confident in their organization’s ability to achieve the vision
Many of the roadblocks relate to organizational structure and culture.
$1.200.000.000.000
are confident in their organization’s
ability to achieve the vision
44% IT decision makers
Digital Transformation: Myth vs. Truth
“Executing Digital Transformation,” March 2017 study by PointSource
in 2017

What Is
Digital Transformation?

What Is Digital Transformation?
Digital transformation is the
integration of digital technology in
ALL areas of a business resulting in
fundamental changes to how
businesses operate & how they
deliver value to customers.

What Is Digital Transformation?
Can you see the Difference?
What will you choose?
Digital
Businesses
Businesses
Do
Digital≠

What Is Digital Transformation?
Digital Businesses Outperform Businesses that Do Digital.
B e c o m i n g a D i g i t a l B u s i n e s s r e q u i r e s
i n f o r m e d l e a d e r s w h o c a n c r e a t e a s t r a t e g y u s i n g e v i d e n c e , l e a d t e a m s t o w o r k i n d i f f e r e n t
w a y s , e d u c a t e t h e m s e l v e s a n d t h e i r p e e r s o n h o w t o a p p r o a c h c h a l l e n g e s u s i n g d a t a
d r i v e n d e c i s i o n , m a k i n g a n d c r e a t e c o n s t a n t c y c l e s o f a g i l e , f o c u s e d i n n o v a t i o n
Any business can be a Digital Business, whether the
transition is gradual or a leap
VISION
STRATEGY
CULTURE
APPROACH

Who Is In Digital Transformation?
Customer Experience Operational Processes

Transforming Customer Experience
Simplify & enhance
customer experience .
TOP-LINE
GROWTH
02
Capture your audience’s
attention. Download this
awesome diagram.
CUSTOMER
TOUCH POINT
03
Gain deep knowledge
about our customer with
online community & data
CUSTOMER
UNDERSTANDING 01

Transforming Customer Experience – Customer Understanding
• Study customer in depth with
analytic capability
• Specify and segment using
digital media
• Build loyalty through online
communities
Some insurance
companies are improving
their portfolios and cost
structures through
analytics-based
underwriting and pricing.
“
”

Transforming Customer Experience – Top Line Growth
• Tech savvy sales
force
• Presentation clip
• App
• Data hub
• Mobile tools
• Analytics-based
planning
• Personalized info
• Real time tracking
• Separate call
center with
measurement
Enhance in-person sales conversations.
Save time and reseource from both sides
Simplify procedure with clear measurement.

November 2015
Hello. Welcome to our website. I am
your assistant.
What can I do for you?
Check my contract condition
Chatbot – Automize & Customize Experience

Answer client complaints
quickly, helping customers
avoid going physically to a
branch.
INTERNET
OF THINGS
Automize customer
experience via
chatbot, email
marketing, AR, VR…
Offering self-service via
digital tools allowing the
customer to save time,
while saving the company
money.
Offering customer apps
linked to the customer’s
profile, enabling
integration across SMS,
apps and social media
efforts.
Transforming Customer Experience – Customer Touch Points
Customer service Automation
Self serviceOmni channels

November 2015
Policy
Benefit
Claim
Insurance and IoT

November 2015
Integrates with other home – vehicle – medical information
Claim with AI
• Taylor a personalized product and help
increase good habits
• Analyse and monetize based on each
customer’s condition
• Offer better risk protection program
• Claim based on AI to reduce human
resource & ensure accuracy
• Assist 24/7 customer service

Transforming Operational Processes
Companies are not only changing
how their functions work, but also
redefining how functions interact
and even evolving the boundaries
and activities

Current Situation
 Repetitive tasks slow down process
 Fragment data
 Lose track between teams
 Less time for innovation and creativity
 Burdens of back and forth
Transforming Operational Processes – Process Digitalization
Process Digitization
Focus on innovation and creativity rather than
repetitive efforts.
Creates streams of data that can be useful in later
data mining efforts.

Transforming Operational Processes
Tell me some repetitive
work you have to do daily?
• Send email back and forth
• Lose tracks of the latest version
• …?

Transforming Operational Processes

Transforming Operational Processes – Worker Enablement
Collaboration and networking tools allow employees to talk with anyone in the organization from wherever they
are sitting  true globalization, knowledge sharing motivation and cost effectiveness
>>> Gain access to a single, global view of the company’s interactions with a customer

Transforming Business
Model

Transforming Business Models
Digital
Globalization
New Digital
Businesses
Digitally Modified
Businesses
Integrate information to gain global synergies while remaining locally responsive
Promote efficiency and reduce risk
New operation
Build digital or service wrappers around traditional products
New approach
Introduce digital products that complement traditional products (health check apps)
Reshape the boundaries through digital co-branding
New bonds

Transforming Business Models
We realized that if we don’t
transform the way we do
business, we’re going to die.
It’s not about changing the way
we do technology but changing
the way we do business.
“
”

The Take-Away
 Digital Transformation is a
mindset
 Whether it is used
internally during operation
process or externally to
enhance customer’s
experience, this provides a
wealth of opportunity.
METRIC MINDSET
To know this, you have to experiment and benefiting from
— digital transformation.
VISION
But it also requires a vision for what parts of the company
you want to transform.  which part do you want to
transform first?
LEADERSHIP
Digital transformation requires strong leadership to drive
change

Features of
Digital Transformation

Features of Digital Tranformation
Big Data Analysis
Digitally Modified Operation
Clarity and Transparency
Simplicity
Departments Integration
Standardized Process

Features of Digital Tranformation – Digital Modified Operation
Eliminate most need to ship prototypes back and forth
Automate daily tasks to save time for R&D
Focus on enlarging manager skills, rather than counting days off
reducing the product development lifecycle by 30%

Features of Digital Tranformation – Big Data Analysis

STARBUCKS Personalized Coffee Experience
Brewing up a data storm
STARBUCKS
Analyse foot traffic and average customer spend of
a given location using GIS system to assess a
potential new store location
Enhance personal experience
by combining customer
behavior with other data, like
weather, promotions,
inventory, insights into local
events…

Features of Digital Tranformation – Standadized Process
Bring an entrepreneurial spirit to their work
Have little tolerance for the way things always have been done
Comfortable in managing ambiguity and uncertainty.
turning decisions
into action.

Features of Digital Tranformation – Clarity & Transparency
Use collaboration tools to track changes and clarify all activities
among departments

Cut through bureaucracy:
remove the clutter of unnecessary processes

Features of Digital Tranformation – Departments Integration
Digital Transformation is not
an effort from one team but from
integrating all parties

Features of Digital Tranformation
HOW ABOUT YOU?
Have you transformed yet?
Is there anything you can do better?

6 Stages
of
Digital Transformation

November 2015

November 2015
Business as usual
Organizations operate with a familiar legacy perspective
of customers, processes, metrics, business models and
technology
Present and Active
Pockets of experimentation are driving digital literacy and
creativity, albeit disparately, throughout the organization
while aiming to improve and amplify specific touchpoints
and processes
Formalized
Experimentation becomes intentional while executing at
more promising and capable levels. Initiatives become
bolder, and as a result, change agents seek executive
support for new resources and technology
Strategic
Individual groups recognize the strength in collaboration
as their research, work, and shared insights contribute to
new strategic roadmaps
Converged
A dedicated digital transformation team forms to guide
strategy and operations based on business and customer
centric goals. The new infrastructure of the organization
takes shape as roles, expertise, models, processes, and
systems to support transformation are solidified.
Innovative & adaptive
A new ecosystem is established to identify
and act upon technology and market trends in pilot
and, eventually, at scale.
6 Stages of Digital Transformation