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HfS Webinar: The Next Evolution of Digital - Driving Real Growth and Competitiveness with OneOffice

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What sets the “digital winners” apart from the rest? What lessons can you apply to your own organization’s digital transformation journey? In this hour-long webinar, we explore questions such as:

- Are there economic impacts driving different courses of action?
- What are digital winners doing differently?
- What are the digital laggards failing to do and how does this negatively impact their economic success?

The key themes of this webinar:

- The crucial role of culture in Digital OneOffice success
- Effective partnering with service providers to drive digital value
- Getting ahead of digital disruption and avoiding digital complacency
- Defining a digital strategy with a business model focus
- Addressing digital talent and overcoming inertia

Speakers:

- Paul Roehrig, Chief Strategy Officer, Cognizant Digital Business
- Phil Fersht, CEO and Chief Analyst, HfS Research
- Sandeep Dadlani, Chief Digital Officer, Mars
- Saurabh Gupta, Chief Strategy Officer, HfS Research

This webinar discusses findings from the ‘Journey to OneOffice’ study, by HfS Research and supported by Cognizant, involving 400 enterprise leadership interviews and in-depth investigations of enterprises’ digital strategy.

Publicada em: Negócios
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HfS Webinar: The Next Evolution of Digital - Driving Real Growth and Competitiveness with OneOffice

  1. 1. Proprietary │Page 1© 2018 HfS Research Ltd. HfS Webinar: The Next Evolution of Digital - Driving Real Growth and Competitiveness with OneOffice Phil Fersht CEO and Chief Analyst HfS Research Paul Roehrig Chief Strategy Officer Cognizant Digital Business June 25, 2018 Sandeep Dadlani Chief Digital Officer Mars Saurabh Gupta Chief Strategy Officer HfS Research
  2. 2. Proprietary │Page 2© 2018 HfS Research Ltd. Panelists for today Phil Fersht CEO and Chief Analyst HfS Research Paul Roehrig Chief Strategy Officer Cognizant Digital Business Sandeep Dadlani Chief Digital Officer Mars Saurabh Gupta Chief Strategy Officer HfS Research
  3. 3. Proprietary │Page 3© 2018 HfS Research Ltd. Defining Future Business Operations
  4. 4. Proprietary │Page 4© 2018 HfS Research Ltd. We all know that the business impact of new digital technologies is massive, and we’re all warming up to it, right...? • It’s time to strengthen your digital core. Senior leaders who think it’s hype, or who say “I’m sure we’re doing just fine...” well, they’re in for a rough ride. If you’re not a digital leader today, quit stalling. • HfS and Cognizant researched nearly 400 $1Bn+ enterprises across the globe to understand the impact of a digital business model on their operations and learn the best practices – and the worst – for tomorrow • Full report available on www.hfsresearch.com
  5. 5. Proprietary │Page 5© 2018 HfS Research Ltd. Agenda for today • What sets “digital winners” apart from the rest • What is “Digital OneOffice” and how do we get there • Journey to Mars? A practitioner’s reality check • Question and answers
  6. 6. Proprietary │Page 6© 2018 HfS Research Ltd. What sets “digital winners” apart from the rest
  7. 7. Proprietary │Page 7© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution Digital Core Strength Means
  8. 8. Proprietary │Page 8© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution 65% Say “Digital” is no longer Core IT, it’s ALL Technology 66% Imperative to align business processes to human wants and needs Source: Make Digital Your Core Strength!, 2018, HfS Research and Cognizant, n=395
  9. 9. Proprietary │Page 9© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution The Early Digital Birds…. Are Already Ahead!
  10. 10. Proprietary │Page 10© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution The Revenue Growth “Chasm” between Digital Leaders and Laggards Source: Make Digital Your Core Strength!, 2018, HfS Research and Cognizant, n=395 34%
  11. 11. Proprietary │Page 11© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution Start Small Don’t seek a “Godbot” Find your process/experience pain points Source: Make Digital Your Core Strength!, 2018, HfS Research and Cognizant, n=395
  12. 12. Proprietary │Page 12© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution Beware Lurking Narcissism…
  13. 13. Proprietary │Page 13© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution 80% Think they’re better than everybody else right now 60% Lowest performers think they are well ahead of their competitors Source: Make Digital Your Core Strength!, 2018, HfS Research and Cognizant, n=395
  14. 14. Proprietary │Page 14© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution Yeah, right…
  15. 15. Proprietary │Page 15© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution Basic laws of physics are still in effect
  16. 16. Proprietary │Page 16© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution High Performers Wrestle with Culture… Source: Make Digital Your Core Strength!, 2018, HfS Research and Cognizant, n=395 51% of high performers fear culture is holding them back … And It Pays Off (Big time) 36% more revenue growth than those unconcerned with culture change
  17. 17. Proprietary │Page 17© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution So become a “paranoid optimist” • “Only the paranoid survive” • Complacency breeds pink slips • Optimism fuels change Source: The Work AHEAD, Cognizant Center for the Future of Work
  18. 18. Proprietary │Page 18© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution Your back-office just became your customer experience (Surprise!)
  19. 19. Proprietary │Page 19© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution Source: Make Digital Your Core Strength!, 2018, HfS Research and Cognizant, n=395 Say it’s business-critical to work without the rigidity of traditional organizational “silos” 74%
  20. 20. Proprietary │Page 20© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution Source: The Work AHEAD, Cognizant Center for the Future of Work, n= 2,000 Aggregate cost decrease per year on average due to digital over 36 months 1.3%
  21. 21. Proprietary │Page 21© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution
  22. 22. Proprietary │Page 22© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution Pan your business processes for gold
  23. 23. Proprietary │Page 23© 2018 HfS Research Ltd.© 2018 Cognizant. Confidential and not for distribution Software should be eating your back (and front) office Use the savings to fuel digital innovation Source: The Work AHEAD, Cognizant Center for the Future of Work
  24. 24. Proprietary │Page 24© 2018 HfS Research Ltd. What is “Digital OneOffice” and how do we get there
  25. 25. Proprietary │Page 25© 2018 HfS Research Ltd.
  26. 26. Proprietary │Page 26© 2018 HfS Research Ltd. Rule #1. Talent focus is on the Right-brain, not the Left! What are your top workforce requirements required today? Source: HfS Research, 2018 Sample: Global 2000 Enterprise Buyers = 460 Less Critical Skills: Operational experts to enable smart execution Critical Skills: Creative thinkers who reach across the business ecosystem to define and design businesses solutions. Change is the norm 3% 2% 4% 10% 14% 18% 32% 3% 7% 8% 13% 9% 22% 9% Understanding business processes and using automation and AI to improve business… Improving end-to-end processes Analytical prowess to improve operations / productivity Vision and ability to drive change Defining business outcomes Creative, entrepreneurial spirit & curiosity for innovation Exploring new ways of partnering across the services ecosystem Ranked First Ranked Second
  27. 27. Proprietary │Page 27© 2018 HfS Research Ltd. Q. What are your greatest challenges holding back your journey to achieve the Digital OneOffice Framework? You must work your mindsets and ensure you have the technical expertise 12% 10% 23% 29% 21% 0% 23% 25% 6% 35% 8% 8% 6% 13% 6% 6% We’re held hostage by legacy technology Lack of talent internally Legacy thinking / lack of a “digital mindset” from IT Legacy thinking / lack of a “digital mindset” from biz functions We’re held hostage by legacy technology Lack of talent internally Legacy thinking / lack of a “digital mindset” from IT Legacy thinking / lack of a “digital mindset” from biz functions Rank 1 Rank 2 IT C-Suite Business C-Suite Source: HfS Research 2018 Sample: C-Level Enterprise Executives = 100
  28. 28. Proprietary │Page 28© 2018 HfS Research Ltd. Q. How would you best describe your current primary service provider in relation to your digital transformation journey? Rule #2: Evaluate your Partnerships very Carefully Source: HfS Research, “Journey to the OneOffice Study, 2018” Sample: Global 2000 Enterprise Digital Decision Makers = 395 57% 34% 8% 43% 38% 16% A true partner that proactively innovates and invests with you to find new thresholds of value to achieve co- defined business ourcomes A competent partner that provides access to skills, global scale, domain knowledge, and technology - provided you pay for it on a per headcount model Efficient vehicle to drive out cost and improve efficiencies Highest Quartile of G2000 Performers Lowest Quartile of G2000 Performers Those who got you here may not be the ones to escort you on the Next Phase of your OneOffice Journey….
  29. 29. Proprietary │Page 29© 2018 HfS Research Ltd. Enterprise intentions for Offshore/Nearshore Slowing and Focus shifts from “Cost” to “Value” Q. To what extent is your use of offshoring/nearshoring is likely to change in the next 2 years across the following functions? (Combined outsourcing and share services results) 22% 13% 18% 20% 23% 12% 15% 19% 15% -1% -2% 5% 12% 11% 6% 1% 2% 8% 1% 3% 4% 5% 5% 5% 4% 5% 4% Finance and Accounting Human Resources Procurement IT application maintenance & development IT and Network infrastructure support Customer Service / Sales Support Supply Chain and Logistics Industry-specific Marketing 2014 2016 2018 Increase Decrease Source: HfS Research in Conjunction with KPMG, "State of Operations and Outsourcing” Surveys 2014, 2016 and 2018 Sample: Global 2000 Enterprise Buyers = ~400
  30. 30. Proprietary │Page 30© 2018 HfS Research Ltd. 2018 Investment intentions: “Humans-plus-Bots” now the norm as processes are digitized 63% 58% 54% 53% 53% 52% 50% 39% 33% 40% 10% 20% 32% 24% 20% 10% 29% 19% Telecom Insurance Retail/CPG Energy Travel (H&L) Manufacturing BFS Utilities Healthcare Significant Investment in RPA Significant Investment in Outsourcing Source: HfS Research in Conjunction with KPMG, "State of Operations and Outsourcing 2018, May 2018 Sample: Global 2000 Enterprise Buyers = 381
  31. 31. Proprietary │Page 31© 2018 HfS Research Ltd. Rule #3. Separate hype from reality 2.27 Global Service Providers (IBM, Accenture, Capgemini) India-heritage Service providers (TCS, Cognizant, Wipro, Infosys ) RPA providers Enterprise blockchain S&P 500 (record all-time high historically!) 1.99 3.53 25-50 500+ Reality Fantasy? Price to Sales (PSR) ratios as we enter 2018 (PSR = Market capitalization / revenues) Sources of information • S&P 500 PSR: multipl.com • Global and India Heritage Service Providers: Y Charts and financial reports • RPA providers: HfS estimates • Enterprise blockchain: Coinmarketcap.com and HfS estimates
  32. 32. Proprietary │Page 32© 2018 HfS Research Ltd. Rule #4. Focus on outcomes, not technologies Corollary: Leverage the power of AND not OR Holy grail of service delivery
  33. 33. Proprietary │Page 33© 2018 HfS Research Ltd. Rule #5. Develop and execute a strategy across three-horizons
  34. 34. Proprietary │Page 34© 2018 HfS Research Ltd. We examined the respondents Financial Performance dividing them into four groups (Quartiles) based on their stated annual growth, operating margin, and net income. Urgency Enterprises that expect their competitors to move well ahead of them in the next 2-3 years have a higher revenue growth of 30% compared to average growth, displaying a sense of urgency Deer-in-the-headlights Lowest digital performers suffer alarmingly from complacency, with 60% believing they are “well ahead of the competition, compared with only 37% of the highest mature digital enterprises. Paranoid culture Recognition of organizational challenges helps to conquer the challenges. 51% of the highest performing enterprises see their cultures as holding them back. Only 36% of the lowest performing enterprises identify culture as a problem Rule #6. Don’t be complacent
  35. 35. Proprietary │Page 35© 2018 HfS Research Ltd. Journey to Mars? A Practitioner’s Reality Check
  36. 36. Proprietary │Page 36© 2018 HfS Research Ltd. Journey to Mars? A practitioner’s reality check
  37. 37. © 2017 HfS Research Confidential and Proprietary │Page 37
  38. 38. © 2017 HfS Research Confidential and Proprietary │Page 38 Appendices
  39. 39. Proprietary │Page 39© 2018 HfS Research Ltd. Why Digital OneOffice? Why? How? What? Digital organizations must have an operating framework that maps out how they have to operate in the future. Traditional operating models, while creating some incremental productivity value if managed effectively, struggle to drive the unification of digital business models with emerging technologies across a business's operations • A true digital business cannot succeed without unifying front, middle, and back offices • Traditional approaches (organizational restructuring) have failed to have a purpose beyond incremental efficiency / productivity • The Digital OneOffice is the organizational end- state to survive and succeed
  40. 40. Proprietary │Page 40© 2018 HfS Research Ltd. How to achieve Digital OneOffice? Why? How? What? The Digital OneOffice is the framework for achieving a true digital organization: • CX is not just fancy UI • Cost reduction is not a strategy • Weed out the people unprepared to change • Your tech infrastructure is everything • Build co-innovation relationships and shed legacy relationships • Stop kicking the intelligent technology can down the road • Stop thinking about the Future of Work. It’s already here...act now!
  41. 41. Proprietary │Page 41© 2018 HfS Research Ltd. What is Digital OneOffice? Why? How? What? The Digital OneOffice focuses on real-time customer and employee engagement. OneOffice is: • Collaborative (Collective outcomes) • Unified (Without silos and hierarchies) • Dynamic (Agile and scalable) • Intelligent (Predictive, not reactive) • Responsive (Real-time) • Simple (Touchless and autonomous)
  42. 42. Proprietary │Page 42© 2018 HfS Research Ltd. The HfS Mission & Vision: Defining Future Business Operations • HfS defines and visualizes the future of business operations across key industries with its OneOfficeTM Framework. • The HfS mission is to provide visionary insight into the major innovations impacting business operations: Automation, Artificial Intelligence, Blockchain, Internet of Things, Digital Business Models and Smart Analytics. • HfS influences the strategies of enterprise customers to develop OneOffice backbones to be competitive and partner with capable services providers, technology suppliers, and third party advisors.

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