digital transformation how to get c level commitment and bottom up adoption- kpn
TRANSCRIPT
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Digital transformationstarts with Crowdsource your transformation
Jackelien Veldstra Director Digital Transformation KPN
YOU!
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My personal transformation
Time
Tech
nic
al e
volu
tio
n
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Transformation
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Transformation
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Transformation
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Our challenge Our challenge
Keep up with the rapidly changing customer needs
Customer centric thinking and
a digital and data savvy workforce
Shorten deliverytime and innovation
to customers
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Without ambition and vision…
...you are inno man’s land
...you are inno man’s land
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Our ambition andvision
Dig
ital
Cu
sto
mer
Exc
elle
nce
(D
CX)
Digital Operational Excellence (DOX)
Digital ConnectorDigitizing
touchpoints
Digital Master2020
Digital Dinosaur2014
Digital OperatorDigitizingemployees
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It’s a balancing act between…
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Customer People Process
Digital CX • Omnichannel
• � Identity
• � customer view
• Selfcare
• Apps
Digital craftmanship
• Acquire & retain digital talent
• Digital & data experiences,
training & tools
• Creating new revenue streams
Digital operational
excellence• Digitize core
portfolio& processes
• Open source
• Shift from off to online
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6 STEPS TO BOOST DIGITAL CRAFTMANSHIP
�. Determine the ambition of the digitization
⇥. Create a digital environment
⇤. Spot, attract and nurture digital talent
⌅. Provide a learning program
⇧. Build digital-data communities
⌃. Facilitate digital playgrounds
‘This is your world, shape it or someone else will’
Gary Lew
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4 essentialsfor today’s and future talents
4 essentialsfor today’s and future talents
Think Customer
Centric
Develop Data
Driven
Digitize Customer
Value
ActAdaptive &
Iterative
“I think reversed, outside-in, to create
raving fans.”
“I think reversed, outside-in, to create
raving fans.”
“Data insights are my precious to
create awesome customer
experiences.”
“Data insights are my precious to
create awesome customer
experiences.”
“Our customers demand digital
experiences. That’s why I develop digital-first.”
“Our customers demand digital
experiences. That’s why I develop digital-first.”
“I dream big but act small to launch,
learn & adapt fast – to be an
intrapreneur.”
“I dream big but act small to launch,
learn & adapt fast – to be an
intrapreneur.”
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Bottom up and top down‘everyone needs to step in…
…who is gettingwet first?’
…who is gettingwet first?’
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CrowdsourcingExpert skills & mindset
C-level
Management
Employees
Data Digital Basics
Sales
NewBusiness
Brands &Marketing
Products
CustomerService
CustomerExperience
Data &Analytics
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Hubs
Virtual hubs are small teams that laser-focused accelerate the digital transformation
EducationHub
Change Hubto accelerate
the data-digitaltransformation
ChampionsHub
PartnerHub
VisionHub
Expert Hubper
department
Expert Hubcross
department
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‘Essential to make stakeholder mappings’
Work on quality of relationships
Confederates Allies
Fence-sitters
Adversaries Opposers
High
High
Low
Low
Deg
ree
of
alig
nm
ent
Quality of relationship
Ad
apted
from
Peter Block, Th
e Emp
ow
ered M
anag
er (�⌅⇤⇥)
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Digital transformationstarts with
YOU! YOU!Nobody said it’s easy…so make sure you manage frustrations and keep on going!
It’s never too late…
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The ingredients
ADHDlike
energy
Developthe � essential
talents
Changeyour own
fundamentals
Crowdsource change
ambassadors
Focus on relationships& short term
results
Let technology facilitating
you
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Questions?
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