[webinar slides] where are you on your digital transformation journey?

Underwri(enby: Presentedby:

#AIIMInforma(onIsYourMostImportantAsset.LearntheSkillstoManageIt

WhereAreYouonyourDigitalTransforma(onJourney?

6CriteriatoMeasureyourCompany’sReadinessforFutureSuccess

PresentedNovember16,2016

WhereAreYouonYourDigitalTransforma(onJourney?6CriteriatoMeasureYourCompany’sReadinessfor

FutureSuccess

AnAIIMWebinarpresentedNovember16,2016


ConnieMooreSeniorVicePresidentDigitalClarityGroup

PatrickMcGrathDirector,DigitalTransforma(on

DellEMCEnterpriseContentDivision

Host:TheresaResekDirectorAIIM

Today’sSpeakers


Agenda

§ WhatisDigitalTransformaFon§  6ReadinessCriteria§  RecommendaFons–WheretoGofromHere?


WhatisDigitalTransforma(on?

DigitalTransforma(onisthestrategicuseofdigitalcontent,technologies,andpracFcestotransformhowinsFtuFonsconnectwithandengagetheircustomersandprospects.(DigitalClarityGroup)


DriversofDisrup(on

Source:MITSloan/CAPGemini–DigitalTransforma6on:Aroadmapforbillion-dollarorganiza6ons

Plus…•  Regulatoryand

Compliance

•  Consumeriza(on

•  TechnologyAdvances


http://info.aiim.org/measure-your-companys-readiness


Source:MITSloane/CapGemini-EmbracingDigitalTechnology

DigitalWorks!


Customer

Delivery/Ops

Offering


1–LeadershipandCultureWhoOwnsDigitalTransforma(on?

CxO•  Seamlessexperiences•  Consistentchannels•  Newengagement

CEO•  Newbusinessmodels•  Outside-inprocesses•  Be(erinnovaFonapproaches•  Leveragedhumancapital•  Technologyinfusedproducts•  Renewedexcellence


ITUsuallyTakestheLeadonSoYwarePurchases

Base:202Note:respondentscouldselectmul6plechoices

0% 5% 10% 15% 20% 25% 30% 35% 40%

Other

Seniorexecu(veinfinance

Seniorexecu(veinlegal/compliance

Boardofdirectors

Seniorexecu(veforprocurement

Seniorexecu(veformarke(ng

CEO

Seniorexecu(veforCustomer

Seniorexecu(ve(SVP,COO,President)

Seniorexecu(veforIT

Enterprise($1B+) SMB($500M-$1B)

ITdominates

CXexecsbecomingareality

Marke6ng<10%


High

IT’sCEMMaturity HighLow

Business’CEMMaturity

2–Transforma(onJourney

MimicUnfocusedDistracted

SpeedyNimbleAgileVulnerable

PowerfulFocusedStrongMethodicalPlodding

PowerfulCollaboraFveFierceHunters


3–CustomerFocus

§  CustomerExperience(CX)isthetotalityofacustomer’sinteracFonwithaninsFtuFon,bothonlineandoffline.

§  CustomerExperienceManagement(CEM)isabusinesspracFcecomprisingthestrategies,processes,skills,andtechnologiestoensureposiFveandoutstandingcustomerexperiences.


5CommonPabernswithCustomerExperience

§  Now!§  Convenience§  Engagement

§  Personaliza(on§  Trust


10CoreCompetenciesforCustomerExperienceManagement


TheDigitalTransforma(onJourneyisBothOutsideandInside


AGreatDigitalOutsideDoesn’tTransformtheInside

17

Underwri(enby: Presentedby:18

AGreatDigitalInsideDoesn’tTransformtheCX


DigitalTransforma(on=Seamless,Customer-driven,Inside/Outside


4–Workforce/WorkSource

§  Workforce§  Internal(employees)§  External(contractors,partners,crowds)

§  DXfocuseson§  KnowledgeandSkills§  ProducFvityandInteracFons§  TeamsandOrganizaFon§  FlexibilityandAgility§  Visibility,Marketplaces,andAcquisiFon§  RelaFonshipsandTrust


5–Informa(onandGovernance

§  InformaFon§  InformaFontreatedasacoreorganizaFonalasset§  ExtracFnganddevelopingvalueanduFlityofinformaFonrelaFvetoallaspectsof

thebusinessmodel

§  DXfocuseson§  UnderstandingandthevalueofinformaFon§  IntegraFonacrossorganizaFonandecosystem§  Monitoring,predicFon,prescripFon,andlearning/adaptaFon§  Flexibilityandagility§  InformaFonGovernanceandtrust


6–DigitalBusinessPlahorm

§  DigitalBusinessPlalorm§  TechnologicalcapabiliFesthatsupportinnovaFonatthebusiness-modellevel

§  DXfocuseson§  TradiFonalITSystems§  Cloud,Mobility,Social,AnalyFcs§  ConnecFvity,interoperability,andIntegraFon

withsystemsandservices§  DigiFzaFon,automaFon,intelligence,and

adaptaFon§  Ecosystems–marketplaces,services,

customers,communiFes§  Securityandtrust Source:Gartner


Accident

Mobile/Apps ECM BPM

CORE

Search Collaborate

Capture Govern

IntegratedCapabili(es

EDGE

Discovery Distribute

AnalyFcs

Structured Unstructured

MachineLearning

CloudBIStreaming

Data

IoT

ContentPush FSS

MobileMarkeFng

Enrich

ClassificaFonInfoTagging

Context

VPA

ThirdParty

Hi Siri…. New Trip Set Destination

Calculate:

Distance

Road Conditions

Time of day Traffic Weather

Driver History Cost of Vehicle

Verify Registration

Vehicle Mileage

Latest Offer Coffee?

Hotel?


Connie’sRecommenda(ons

§  Don’tconfusetechnologywithacustomerexperiencemanagementstrategy

§  Don’tletmarkeFngleadCXiniFaFvesunlessitisthestakeholder;takeaC-suiteapproach

§  RecognizethatdigitaltransformaFonmayrequire3-5yearsandbewillingtoinvestinit

§  Donotoverlookcultureandchangemanagement


•  DigitalMaturityAssessmentandPlan

•  BusinessModelCanvas

•  CustomerJourneyMap

•  BenefitDependencyNetwork

•  …thenArchitectureq  InformaFonq  Technologyq  ProcessandOperaFons

•  AGILE

•  GetHelp!

Patrick’sRecommenda(ons

Thank you! Connie Moore

Senior Vice President for Research [email protected] @cmooreclarity | @just_clarity

26 Digital Clarity Group

mailto:[email protected]

https://twitter.com/cmooreclarity

https://twitter.com/Just_Clarity


…andTHANKSfromDellEMC

Contact:PatrickMcGrathDellEMC,EnterpriseContentDivision§  [email protected]§  @patrickiest

Addi(onalResources§  DellEMC/CEBTowerGroupFinServWebinar AccessReplayhere§  ECDDigitalAssessment Accesshere§  GoBigwithDigitalTransformaFoneBook eBook

https://twitter.com/patrickiest

mailto:[email protected]

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http://www.emc.com/en-us/enterprise-content-management/index.htm#tool

http://www.emc.com/collateral/brochure/digital-transformation-ebook.pdf


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