Without setting the right goals and following the right steps Digital Transformation can turn out to be nothing more than digitizing without accomplishing much.

1. Realizing the Benefits of Digital Transformation

2. Agenda
1. Aligning on what is Digital Transformation
2. How to do Digital Transformation right
3. Tips to Realize Benefits

3. Symptai Consulting
Ltd.
• Over the last twenty-two (23) years,
we have provided technology related
solutions for some of the most
complex challenges facing companies
across the region.
• Through timely transfer of knowledge
and organizational transformation
engagements, our clients experience
reduced operating costs and
increased efficiency.

4. The process of using digital technologies to create new — or modify existing
— business processes, culture, and customer experiences to meet changing
business and market requirements.
https://www.salesforce.com/products/platform/what-is-digital-transformation/#
It's a cultural change that requires organizations to continually challenge the
status quo, experiment often, and get comfortable with failure. This
sometimes means walking away from long-standing business processes that
companies were built upon in favor of relatively new practices that are still
being defined.
https://enterprisersproject.com/what-is-digital-transformation
Digital Transformation

5. • Employee Influence
Employees may seek to find ways to
make their job more manageable.
Employers also are motivated to
attract and retain the best talent to
drive business outcomes.
• Operational Efficiency
Companies usually have ways of
measuring their productivity or
efficiency. Sometimes, the results
could dictate a need to improve how
well we deliver the product or service
to the customers.
• Customer Experience /
Revenue Growth
Companies make revenue when
customers buy their service/
products. However, if customers have
a hard time accessing those products
or services, companies may gradually
lose them as well as their potential
revenue.
• Technological Advancement
In the digital age, technology is
change faster than many can
perceive. Every few years, technology
may become obsolete to facilitate
new ones. If companies don’t keep up,
they may soon after die out.
Digital Transformation | Value Proposition

6. Digital
Transformation
Statistics
16% | 84% of executives say their company’s
digital transformation efforts (are | not)
succeeding.
McKinsey
72% of strategists say their company’s digital
efforts are missing revenue expectations.
Gartner
Most companies are using technology to
modernize their existing business model
instead of transforming it. Forrester
While 52% of companies plan to cut or defer
investments because of COVID-19, just 9% will
make those cuts in digital transformation. PwC

7. HOW TO DO DIGITAL
TRANSFORMATION RIGHT

8. Digital Transformation
Lifecycle
Define
• Identify the opportunity
• Define the objectives
• Understand the Customer
Journey
(Current and Future)
• Determine the Value Chain
(Current and Future)
Implement
• Execute on New Model
Evaluate
• Monitor results
• Analyze Results
• Observe Trends
• PIVOT!!!

9. THE TALE OF TWO COMPANIES

10. • Great idea but trying to do too much at once
• No clear vision
• The lack of balance between the business needs and
capabilities.
• Absence of quantifiable metrics to measure the digital
progress
Things that don’t work….
RELEVANT
RELIABLE
MEASUREABLE
ACTIONABLE
READABLE

11. • Manage the change proactively
• Upgrade the existing procedures with digital technologies
• Upskill the workforce for an agile digital environment
• Understand the value chain and the customer journey
Things that work…

12. The value chain is a distinct set of
activities carried out to deliver a
valuable product or service to
customers.
A value chain helps an organization
assess the worthiness of each
component and opportunities to
increase value creation at more
optimized cost
Understanding the
Value Chain

13. Understand the
Customer Journey
A customer journey is the complete experience a customer has with an
organization. It describes every encounter when interacting with the services.
Knowing and understanding the customer journey helps a business optimize
the customer onboarding process and benchmark the desired experience
against what the customers actually receive.

14. https://digital.gov/2015/08/12/journey-mapping-the-customer-experience-a-usa-gov-case-study/

16. “Every digital transformation is
going to begin and end with the
customer, and I can see that in the
minds of every CEO I talk to.”
~ Marc Benioff, Chairman and Co-
CEO, Salesforce

17. Actually, collect the
Customer’s Feedback,
Don’t Assume
In many scenarios, leaders are not
intentional about determining the
customer’s needs and wants.
Instead, we assume them from logic.
This will cause many initiatives to
fail, since they do not meet the
customer’s expectations.
1

18. Anticipate and Interpret
Customer Needs
Though there is considerable effort
being placed towards collecting the
customer’s needs and wants, we
must be able to anticipate and
interpret those needs.
Customers are often not able to see
beyond what is already there,
thereby only giving marginal
improvement. We must then be able
to determine why they want the
improvement to make sure it is
worth it.
2

19. Go Beyond the Point of
Purchase
In most businesses, customer
acquisition is an expensive venture.
However, studies show that
customer retention is approximately
one fifth of the acquisition.
Going beyond the purchase includes
providing customers with benefits
that extend beyond a purchase. For
example, a memorable after sale
customer service.
3

20. TIPS & SUMMARY

21. Realizing the Benefits of Digital Transformation
01
Re-imagine the
business not the
technology
02
Understand and put
the customer needs
first
05 Build capabilities
not just bottom line
03 Measure for what
you want; not effort
04
Seek to continuously
learn; build to
change

22. Questions

23. Connect With Us
For a consulting session to discuss the specific questions you have around
Digital Transformation
• info@symptai.com | www.symptai.com | 876-968-6189