The Evolution from Online Information to Networked Digital Experiences
Robbert Kuppens, global CIOThe Boston Consulting GroupMarch 31st 2014
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 1
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About BCG & Me
Enabling the Business
What's Next?
Discussion and Q&A
Agenda
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From RUU Computer Science student…to CIO The Boston Consulting Group (BCG)
1983-1988 RUU CompScience (student)
1987-1989 NCR R&D (engineer)
1989-1996 Digital Equipment (manager EMEA)
1996-2001 KPMG Strategy (partner NL)
2001-2007 Cisco (IBSG manufacturing leader)
2007-2014 Cisco (CIO EMEA & Russia)
2014- now The Boston Consulting Group (global CIO)
Since 2005 also Venture Partner with BBV/Hummingbird
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 3
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The Boston Consulting Group
A leading global management consulting firm operating since 1963
• Focusing on strategy• Advising senior management at the world’s
largest companies• Deriving most of our business from continuing
client relationships
We collaborate with our clients to address core issues of direction and performance
We create sustainable competitive advantage
BCG revenue growth
0
2
4
0100 09
Year
0704 1202 1003 110805 06
Worldwide revenues ($B)
BCG consulting staff
6,200 consulting professionals worldwide, most with advanced degrees
• Alma maters include, for example, business and graduate schools at Harvard, Chicago, INSEAD, Kellogg, Stanford, Wharton
And hands-on management experience• Many with three to ten years in
leadership positions
Encouraged to spend time within several BCG offices
• Cross pollination of ideas, cultures andbest practices
Working, when appropriate, in multicultural and multinational teams
#3
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 4
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About BCG & Me
Enabling the Business
What's Next?
Discussion and Q&A
Agenda
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5
What Makes an Organization Successful?StrategyDevise and maintain a clearly stated, focused strategy
ExecutionDevelop and maintain flawless operational excellence.
CultureDevelop and maintain a performance-oriented culture.
StructureBuild and maintain a fast and flexible, flat organization.
LeadershipFind leaders who are committed to the business and its people.
InnovationMake industry transforming innovations
Mergers/PartnershipsSeek growth through merges and partnerships.
TalentHold onto talented people and find more.
4 + 2
Source: Nohria, Joyce and Robinson, HBR 2003
What is the heartbeat & cycle time of our organization in comparison to our current & new competitors?
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Networked IT solutions supporting the Value Network
Develop Produce Market Sell & Deliver Support
Customer Customer CareCare
Workforce Workforce OOptimisationptimisation
KnowledgeKnowledgeManagementManagement
Internet Internet CommerceCommerce
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How to differentiate within a Networked Virtual World?
CustomerIntimacy
CustomerIntimacy
ProductLeadership
ProductLeadership
Operational Excellence
Operational Excellence
Source: Treacy, Wiersma & Geoffrey Moore, 2002
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 8
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Customer Experience has becomethe Epicenter in the (networked) Value Chain
Commodities
Goods
Service
EconomicValue
Experiences
PricingPine & Gilmore, 1999
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9
Intelligent Sourcing: Not out-sourcing what should be out-tasked
NON-MISSION CRITICAL
MISSION-CRITICAL
CONTEXTCORE
Focus and Grow
Discover
Transition and Out-Task
Disengage andOut-Source
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 10
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Evolution of the Internet
INTELLIGENT CONNECTIONSINTELLIGENT CONNECTIONS
Email Web
Browser Search
E-commerce Digital
Supply Chain
Collaboration
Social Mobility Cloud Video
Connecting: People Process Data Things
Internet Internet ofofEverythingEverything
DigitizeDigitizethe the WorldWorldImmersiveImmersive
ExperiencesExperiencesDigitize Digitize Interactions Interactions
((Business & Business & SocialSocial))NetworkedNetworked
EconomyEconomyDigitize BusinessDigitize Business
ProcessProcessConnectivityConnectivityDigitize Access Digitize Access to to InformationInformation
BUSI
NES
S AN
D S
OC
IETA
L IM
PAC
TBU
SIN
ESS
AND
SO
CIE
TAL
IMPA
CT
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HR ScalabilityHR Scalability
’94–’96
ProductivityProductivity
’97–’00
Core vs ContextCore vs Context
’01–
CiscoAnnual
ProductivityGains*
E-FinanceE-Procurement
Basic E-HR
E-FinanceE-Procurement
Basic E-HR
$70M +$70M + Talent DevelopmenteTreasury
Personalized Portals
Talent DevelopmenteTreasury
Personalized Portals
$700M +$700M +
DirectoryCommunications
Static Intranet Portal
DirectoryCommunications
Static Intranet Portal
$20M +$20M +
Workforce Optimization Example (Cisco example)
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The Challenge…
Getting the right information & services to entitled employees, partners, and clients
in a secure and timely manner anytime, anywhere to any entitled device at the right cost…
… and be more successful than our competition
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 13
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How do people react on this?In 2007 versus today…
Any service securely to any entitled device, anywhere, anytime at the right cost...
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 14
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Enabling the Right Solution for the Entitled Employee/Partner/Customer at the Right Cost
CorridorCruiser
Road Warrior
Major Mobiles Teleworker Field
Force
• Mobile within office >20%
• Fixed phone line and desk
• Heavy application; medium email and phone
• Multiple devices (laptop and phone)
• Travels outside campus regularly
• Mobile outside the office >70%
• Fixed phone line and desk
• Heavy email and phone; light application
• Many can use converged mobile device
• Often a teleworker or in remote office
• Mobile inside the office >70%
• Shared phone line; no desk
• LOB application; heavy voice
• Specialized devices common
• No corporate office
• Travels infrequently often to campus
• Fixed phone line
• LOB application; heavy voice
• Mobile outside the office > 70%
• No corporate office
• Typically returns to campus daily
• May have shared phone line
• LOB applications; heavy voice
We can’t afford to give Everything to Everyone Everywhere Anytime
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 15
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Text Voice, Video
Number of Stakeholders
Collaborative Tools
DocumentsDocuments
Man
yM
any
EmailEmailIMIM TelePresenceTelePresence
Unified Unified CommunicationsCommunications
VmailVmail
Discussion ForumsDiscussion Forums
Video on Video on DemandDemand
WikisWikis BlogsBlogs ContactContactCenterCenter
ConferencingConferencing
Social NetworkingSocial Networking
Connected Workspace
One
One
Meeting Room
Workstation Touchdown
Active Room
QuietRoom
Project Room
Telepresence
Open Project Area
Conference / Training
eCafe
Changing the way How and Where we Transact and Interact… Anytime, Anywhere…
@Home
Next: to intuitively get you the right information & experience where you are and when you need it, not needing to reconnect every time…
15
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 16
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Mobility Services for Cisco employees:Any Device Service per 2010
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Collaboration on BYOD (Bring Your Own Device)Enabling our applications to run in the (BCG) Cloud
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 18
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Cloud Computing – Why Now?Because everybody’s doing it?
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 19
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How much do you pay for Virtual Collaboration?Collaboration as a Service (Enterprise Quality)
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 20
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Cloud Consumption & Delivery Models
SaaS
Infrastructure as a ServiceCompute, storage, networking, etcEx.: Amazon EC2, Verizon/Terremark, ?
Platform as a ServiceMiddleware, directories, etcEx.: Google Apps, DaaS, WebEx, ...
Software as a ServiceApplications, collaboration, etcEx.: Apps, Jabber, SFDC, WebEx, ...
Data Center as a ServiceData center facilities, power, coolingEx.: GIS, AT&T, Sprint
PaaSCloud
DeliveryModels
DCaaS
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 21
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CiscoService Offering Provisioning Cost
(one-time + 1st Qtr)
2x IBM Websphere JVM $2,244
1x Oracle DB $750
1TB SAN Tier II Storage (DB)1.8TB Backup (DB)
$1,096$588
2 x 8 VM (DB)
(CITEIS unmanaged, bronze VM)
$171
Amazon Web Services (AWS)Service Offering Provisioning
Cost(one-time + 1st Qtr)
2x IBM Websphere JVM $3,412
1x Oracle DB $780
1TB Storage (DB)1.8TB backup (DB)
$1,404$531
2 x 7.5 VM Large (DB)
(3 year reserved instance,RHEL)
$363
Industry Costs Comparison – Q3FY13
Total (One-time + 1st Qtr) $4,849
Total (Ongoing Qtrly Cost) $2,699
Total (One-time + 1st Qtr) $6,490
Total (Ongoing Qtrly Cost) $5,710
It's not only about cost! Just as important is to balance predictable capacity with agility
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 22
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’94–’96 ’97–’00 ’01–
CiscoAnnual
ProductivityGains*
Supply Chain Management Example (Cisco example)
Manufacturing ScalabilityManufacturing Scalability
$10M+$10M+Best-in-Class ERP
Link to E-CommerceAutotest
Best-in-Class ERPLink to E-Commerce
Autotest
MarketExpansionMarketExpansion
$70M+$70M+
Integrated LogisticsSingle Enterprise
Basic Supplier Portals
Integrated LogisticsSingle Enterprise
Basic Supplier Portals
MarketTransitionsMarketTransitions
$270M+$270M+
Supply Chain VisibilityCollaborative Planning
Product Lifecycle Mgmt
Supply Chain VisibilityCollaborative Planning
Product Lifecycle Mgmt
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 23
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Define Supply Chain MetricsWho measures Linearity of Sales Forecasts?
Customer satisfaction • On time shipments• Customer lead times
Productivity
Profitability
Revenue growth
Linearity
Continuity of supply • Supplier performance• Shortages
• Q/Q, Y/Y revenue growth
• Partner capacity• New product cycle
• Gross margin• Tax rate
• Cost reduction• Inventory turns
• Volume outsourced• Productivity improvement
targets• Ratio of virtual employees• Revenue per Mfg head
• Daily production rate• Forecast to orders
• Days sales outstanding
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 24
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First steps towards Cisco Virtual Manufacturing
ExtranetDirect Leased Lines
Internet -No Direct Lines
Intranet
Web Interface: MCO Portal
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 25
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’94–’96 ’97–’00 ’01–
CiscoAnnual
ProductivityGains*
Customer Care Example (Cisco example)
CustomerAccessCustomerAccess
Optimized CustomerTransactionsOptimized CustomerTransactions
$300M+$300M+
Service Contract CenterTroubleshooting Tool
Online Ordering
Service Contract CenterTroubleshooting Tool
Online Ordering
CustomerIntimacyCustomerIntimacy
$30M+$30M+Product Configurator
Bug DatabaseOrder Status
Product ConfiguratorBug Database
Order Status
Partner PortalsE-Sales
Virtual IP Contact Center
Partner PortalsE-Sales
Virtual IP Contact Center
$900M+$900M+
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 26
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20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 27
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IT as a Services Organization: Matching Demand & Supply with Services
Organizational Transformation aligned with Execution
P D I OPlan (Architecture)DesignImplementOperate/Optimize
Relationship ManagerService OwnerService Manager
Organization Services Process
Well-defined tieredservice offerings
NetworkComputeStorage
Communication
Facilities
• Roadmaps
• Automated Provisioning
• Showback & Chargeback Enablement
•Virtual Machine (VM)Gold/Silver/BronzevCPU x vMemory
•Bare-metal (BM)
Example
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 28
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Business
Operations
Systems
Technology
Requirem
ents Cap
abilit
ies
What business are we enabling?
What capabilities are needed to support that business?
What applications & tools will we need?
What technology will we use to enable the applications & tools?
Source: Proact Business Transformation, Inc.
Architecture: BOST Framework
28
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 29
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Overall Architecture View
Network & Datacenter Services
Medianet Services
CollaborationServices
Client Services
(Collaboration)Applications
Devices
Transport/StorageServers
Signaling QoS
Auto-Discovery
Transcoding
Auto-Configuration
Transrating
Resource Control
Transcribing
Workflow
Scheduling and Calendaring
Session Mgmt
Presence / Location
Recording/Playback
Authoring
Real-timeData Sharing
Real-timeMessaging
Search
Semantic Processing
Social Graphing
Metadata Tagging
COMMUNICATION
CONTENT
Client ServicesFramework
Medianet ServicesInterface Lightweight APIs
(Video) Messaging
Enterprise Social Software
CRM/SCM/HR/etc.
Video/Telepresence
IP Communications
(Video) Conferencing
Desktop Mobile In-Room
Secu
rity
Serv
ices
Iden
tity
Pol
icy
AA
AE
ncry
ptio
nFe
dera
tion
Pro
visi
onin
gM
aint
enan
ceA
dmin
istra
tion
Ope
ratio
nsM
anag
emen
t Ser
vice
s
29
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 30
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30
IT Integrated Planning Process As
sess
men
t Te
am
Func
tiona
l Por
tfolio
M
anag
ed IT
Por
tfolio
M
anag
emen
t Offi
ceR
eque
stor
FY13 Planning | DRAFT
1.01.0Submit RequestSubmit Request
with Business Casewith Business Case
Ready for InitialReady for InitialAssessment?Assessment?
1.21.2Identify & Assign Identify & Assign
Assessment TeamAssessment Team
1.11.1Review Request Review Request
SubmissionSubmission
2.22.2Revise RequestRevise Request
& Resubmit& Resubmit
22.0.0Complete Level 1 Complete Level 1
AssessmentAssessment
3.23.2Revise RequestRevise Request
& Resubmit& Resubmit
ReviseReviseor or Cancel?Cancel?
ReviseReviseor Cancel?or Cancel?
3.03.0Complete Level 2 Complete Level 2
AssessmentsAssessments
•• ArchitectureArchitecture•• Change ManagementChange Management
•• Project / ProgramProject / Program•• Portfolio AlignmentPortfolio Alignment
33.1.1Provide Provide
RecommendationsRecommendations
ApprovalApprovalto Proceed?to Proceed?
6.56.5Impact AssessmentImpact Assessment
4.04.0DevelopDevelop
RecommendationRecommendationfor Sequencingfor Sequencing
2.12.1Provide Provide
RecommendationsRecommendations
ApprovalApprovalto Proceed?to Proceed?
55.0.0Conduct Portfolio Conduct Portfolio
Assessment & Assessment & Prioritization Based Prioritization Based on Funding Sourceon Funding Source
•• FunctionalFunctional•• ClientClient
•• ITIT•• Corporate (escrow)Corporate (escrow)
6.0 Portfolio Commit6.0 Portfolio Commit
6.1 Functional Portfolio
6.2 Client Portfolio
6.3 IT Portfolio
6.4 Corporate Portfolio
FundingFundingCommitedCommited??
7.07.0Portfolio / Program Portfolio / Program
GovernanceGovernance
8.08.0Program / Project Program / Project
ExecutionExecution
Request CancelledRequest CancelledRequest CancelledRequest Cancelled
NO
YES
NO
YES
CANCELREVISE
NO
CANCELREVISE
YES
ArchitectureArchitecture--ledledInvestment Investment
DevelopmentDevelopment
Architecture Checkpoint Architecture Checkpoint BOST/CBOBOST/CBO
Investment Investment MonitoringMonitoring
ArchitectureArchitecture--led led InvestmentInvestmentAlignmentAlignment
Investment Investment PrioritizationPrioritization
Investment Investment FundingFunding
Output of Step A & B = List of Investments
Output of StepC & D = Final Plan
of Record
Arch.Arch.ReviewsReviews
StrategicStrategicInvestmentInvestmentPlanningPlanning
Service the Service the BusinessBusiness
ServicesServicesReviewReview
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 31
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Staying SMART on ROI, TCO etcetera
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 32
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Cisco’s Productivity Journey: Impact of TelePresence, WebEx & WebEx Social, Directory 3.0, App store, BYOD…
Source: Cisco IBSG and IT, 2011
Web 2.0Web 1.0Benefits ($B/Yr)
$3.7B
$1.5B
Transactions CollaborationInformation Sharing Interactions
Web 1.0Internet
Solutions:
Web 2.0 Collaboration
Solutions:
Total: Total: $$5.2B5.2B5
4
3
2
1
6
FY95 FY00 FY05 FY12Time
Source: Cisco IBSG & IT, 2010
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 33
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About BCG & Me
Enabling the Business
What's Next?
Discussion and Q&A
Agenda
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 34
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IT Leading Business Transitions (2012 predictions)
Nearly 1/3 of the Collaboration market will be Hosted by 2014 (Gartner, IBSG)
In 2014, Over 90% of traffic on networks will be Video (Cisco VNI)
Android is now the #1 OS for new smartphone buyers (Nielsen)
5 billion mobile cellular subscribers, over ½ billion accessing the Internet (ITU, Strategy Analytics)
50% of professional PC’s will be managed as a hosted virtual desktop model by 2014 (Gartner)
Each month 30 billion pieces of content are shared and 550 billion minutes are spent on Facebook (facebook.com)
(Canalys 2012)
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 35
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CIO Business and Technology PrioritiesGartner CIO Survey 2009 versus 2013
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 36
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Supplier Experience: Quality Impact
Discover the root cause
Take Action: Shut down that line until a solution has been implemented
Identify the experts and discuss solutions
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 37
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Enabling Technologies supporting Global Collaboration: Web 2.0 meets Globalisation
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 38
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Enterprise Quality Video @Home and on the road
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 39
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Active Collaboration Rooms combine the in-person experience with virtual teaming
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40
Vision: Enterprise Apps Catalog
SoftwareCollaboration NetworkDevices
Content Management
Web & BI Applications & Accounts
Video Conferencing
Personal View/Settings
Video - Live &On-Demand
IP Phones & Voice
Database Hosting & ERP
Web ConferencingCollabSpace MobileApps
Smartphones & Tablets
Home & RemoteAccess
High PerformanceDatacenter Computing
Datacenter Network
Instant Messaging
Email & Calendaring
DesktopSoftware
CorporateNetwork
Laptops &Desktops
Self-ServicePaaS & IaaS
Application, Web & Data
Services
DevicesDevices CollaborationCollaboration Software & Apps
Software & Apps NetworkNetwork IT Infrastructure &
Platform ServicesIT Infrastructure & Platform Services
PartnerConnection (Extranet)
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 41
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Personalized product offers
Shelf-edge access to deep, net-like knowledge
Virtual expert adviserMulti-touchpoint social media
customer care
One-click mobile payments
Source: Cisco IBSG, January 2011
+Mashop Experiences empower Shoppers
= “Mashop”Physical
(Stores/Branches)Virtual
(web and/or App)
New Technology-Based “Shopping”
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 42
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42
What if?...
And all your video & voice could be automatically translated and tagged with voice & object recognition: it becomes “findable”
Global accessible Knowledge & Experience!
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 43
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TemperatureTemperature
Evolution of the Network & Information Explosion: Internet of Everything (IoE)
IP Telephones
Barcode Scanners
PCs
PDAs/Handhelds
“Things” become networked
by adding tags
“Information”becomes networkedby adding sensors
ProductsProducts
LivestockLivestock
TiresTires
CurrencyCurrency
PharmaceuticalsPharmaceuticals
Shipping containersShipping containersCartonsCartons
PalletsPallets
RationsRations WeaponsWeapons
PeoplePeople PetsPetsMedical AssetsMedical Assets
Video Cameras LocationLocation
IntrusionIntrusion
Shock/movementShock/movement
ElevationElevation
DirectionDirection
PressurePressure LightLight ChemicalsChemicals
SpeedSpeed
The Internet of Everything (IoE)The Internet of
Computing Devices
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 44
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A (near) Future Experience?
The question is what can be done versuswho benefits from the experience
Source: Chris Oakley, 2004
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 45
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Copyright 2003, John Klossner
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 46
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The Transition from Traditional IT to IT as a Service Organisation (ITaaSO)
FROMFROMFROMFROM TOTOTOTO
Virtualized Storage Clouds Accessible Anywhere, Anytime
CONTENT: Access to Content From Single Device and Local Storage
EXPERIENCE: Little/No Differentiation in Capabilities, Entitlements and User Experience
Cost-Effective Differentiation of Service Offerings Based on Role and Global Location
DEVICES: Limited Device Selection/Underutilization of Fleet
NETWORK: Connectivity Primarily Through VPN, Per Device
SUPPORT: Non-Segmented Support Primarily Provided Through Call-center
Support for BYOD, VDI and Additional User Devices
Personalized Collaborative Support Model as New “Front Line” for Solutions
Optimized Secure Network Connectivity for Voice, Video, Data
IT needs to run at 2 speeds: both orchestrating enterprise-quality foundational IT Capabilities and continues new Capabilities (quick wins etc.)
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 47
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Evolution of the Internet
INTELLIGENT CONNECTIONSINTELLIGENT CONNECTIONS
Email Web
Browser Search
E-commerce Digital
Supply Chain
Collaboration
Social Mobility Cloud Video
Connecting: People Process Data Things
Internet Internet ofofEverythingEverything
DigitizeDigitizethe the WorldWorldImmersiveImmersive
ExperiencesExperiencesDigitize Digitize Interactions Interactions
((Business & Business & SocialSocial))NetworkedNetworked
EconomyEconomyDigitize BusinessDigitize Business
ProcessProcessConnectivityConnectivityDigitize Access Digitize Access to to InformationInformation
BUSI
NES
S AN
D S
OC
IETA
L IM
PAC
TBU
SIN
ESS
AND
SO
CIE
TAL
IMPA
CT
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 48
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About BCG & Me
Enabling the Business
What's Next?
Discussion and Q&A
Agenda
20140331 RUU eBusiness Waves Lecture BCG CIO rkuppens.pptx 49
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ed.“Thank you for your time and attention”“Thank you for your time and attention”“Thank you for your time and attention”“Thank you for your time and attention”
Robbert Kuppens, CIOThe Boston Consulting Group