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1 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Digital Transformation?
March 2019
Brittany Fox
WHY, WHEN & HOW do i start a
2 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
We like being different.
Unlike our competitors, we’re a one-stop shop, able to provide true end-to-end capabilities for our clients.
…THE FUTURE
ADVERTISING AGENCIES
MANAGEMENT CONSULTANCIES
GLOBAL SYSTEMS INTEGRATORS
MARKETING SERVICE PROVIDERS
DELOITTE DIGITAL
IMAGINE DELIVER RUN
PLATFORM PROVIDERS
DIGITAL AGENCIES
3 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
DIGITAL TRANSFORMATION
• Unprecedented change.
• Growing connectivity, competition,
and consumer power
• Disrupt others before you are
disrupted
• Digital—business—transformati
on is the new norm.
End to End offerings
• focus on customer experience and
a new holistic business strategy.
• Integrating across the enterprise
to demonstrate value at each and
every touchpoint.
• An exceptional front-end strategy
must be supported by an
exceptional back office
• New expertise, processes and
systems, and potentially a new
operating model.
DIGITAL EXPERIENCE DIGITAL CORE
4 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
What are we hearing?
The CEO gave a
directive to
transform. Now.
“Our CEO has a vision
for digital and has set
aggressive goals for
transformation. How
do we execute?”
Our dedicated digital
group is
no longer enough.
“To date we’ve had
dedicated digital group,
but it’s no longer
sufficient? We need
Digital across the org;
How do we scale?”
We need a new mobile
app for “x”.
“I know what I want and I
need help getting it done.
Let’s not boil the ocean
right now, but focus on
delivery.”
Help! We are being
disrupted. What do
we do?
“Amazon is entering
my industry? What
non- traditional
competitors will
disrupt me? How do
we disruption-proof
ourselves?”
Our digital projects
lack clear direction or
real life benefit.
“We have 60 websites
and 40 apps and yet all it
seems to do is confuse
our customers. How do
we bring it all together to
realize the benefits”
The Competitor The Disrupted The Fatigued The Sub-Scaled The Spot Solution
5 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
6 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
What is Digital Transformation?
Define ambition to then gain advantages using innovation, design,
organization and digital technology applied to existing and new
business models - in strategic, creative, agile and adaptive ways,
through innovating offerings to rapidly enable what is needed at
scale for exponential impact.
FUTURE-PROOF A BUSINESS.
7 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
CROSS INDUSTRY LEADER
Digital Transformation
Inspires, connects and collects cross industry trends where
one trend can apply to one or more other industries. For
example, precision medicine, can be applied to precision
chemicals, or mobility for smart cities can be applied to
patient care.
Why should I future-
proof?
8 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Future
proofing is
digital.
50% of fortune 500
companies in 2000 no
longer exist today.
Source: Visual Capitalist, The case for digital transformations.
THE LARGEST COMPANIES BY MARKET CAP
2006:
2011:
2001:
#1 #2 #3 #4 #5
$406B $365B $272B $261B $260B
$446B $383B $327B $293B $273B
$406B $376B $277B $237B $228B
Top 5 Publicly Traded Companies (by Market Cap)
$754B $579B $509B $364B $411B
2019:
9 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Source: 2018 MIT SMR and Deloitte Digital business research
37%
Agree their leaders share results from
failed experiments in constructive ways
that increase organizational learning
90%
Indicated they need to update their
skills at least yearly, ½ reporting the need
to update skills continuously
66%
Not satisfied with how their
organization supports ongoing skill
development
50%
Of companies expressed a negative
outlook when asked about
technology disruption. 25% felt it
was a threat to survival.
78%
Of early stage companies are not
pushing decision-making authority
into lower levels of the organization
#1
Reported biggest challenge impacting a
company’s ability to compete in a digital
environment is lack of experimentation
Businesses are struggling to adapt
10 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Why should I future proof?
Consumer preferences are being shaped by digital
Seamless connections
Customer expects
seamless, context aware
connections between
their physical and digital
worlds
Experience Driven
Customers are looking for
compelling experiences,
before during and and
after the sale
Transparency as trust
Visibility into process,
status pricing is becoming
the baseline expectation
Social
Social is key for both
informal and formal
reviews
Personalised
Expects business to know
them in order to have
tailored preferences and
services
78% of customers cite ‘experience’ as being important when choosing where to purchase.
Customers are expecting the same experience to your business as the last digital experience they had, even if
it wasn’t in your industry.
Confidential and Proprietary to Deloitte Consulting Pte Ltd11 | Deloitte Digital Proposal: Singapore Airlines - TR1290: Real Time Personalisation
When do I
know?
To adapt
12 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Quickly set ambitions and chart a
path to success by developing a
roadmap to achieve those ambitions
Make it tangible, put the ambition in
motion by moving forward and
launching in the market
Once the ambition is refined, scale
the ambition through flexible and
integrated delivery teams
RUN
Get the business to scale
IMAGINE
Get the right focus
DELIVER
Get the concept right
Define the ambitions, look forward,
explore broadly
Iterative concept refinement, and
offerings in market for faster
income statement and balance
sheet impact
Agile operations to create business
impact at scale
Strategic Framework
Sense Aspire Decide Deepen Design Prove Launch Scale Operate
13 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
• challenge whether it’s ambitious enough
• Define the ambition
Sense Aspire Decide
what is your
ambition?
• Discuss the advantages your business will
get and whether these advantages
show-up in your existing business model,
or if they need to come via an entirely new
business model
Designing and delivering
the ambition
14 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Strategic Cascade
Define Mission Priorities Ensure Operational AlignmentSet Objectives
3. How will we
win?
5. What
management
systems are
required?
1. What is our
winning
aspiration?
4. What
capabilities must
be in place?
2. Where will we
play?
The digital purpose of the
organisation
The right playing field for
Digital
The unique right to win in
Digital
The set of Digital
capabilities required to
win
The support systems
required
15 | Copyright © 2017 Deloitte Development LLC. All rights reserved.
Define Customer Value
Connecting customer experience to quantifiable business value amplifies business success
Business Value =
the value created for you
Experience Value =
the value created for your customers
HOW MUCH DO
THEY SPEND?
HOW MUCH DO THEY
PROMOTE US?
WHAT IS THEIR COST
TO SERVE?
HOW SATISFIED
ARE THEY?
These measures all represent customer-specific data—the cornerstone of Customer Experience Value (CXV
)
CUSTOMER VALUE
Howwemeasure
EXPERIENCE VALUE MEASURES BUSINESS VALUE MEASURES
16 | Copyright © 2017 Deloitte Development LLC. All rights reserved.
Putting it into Practice
3
DEFINE VALUE
Invest in each value segment proportionate
to the bottom-line value they do/will create
and focus on the moments that matter
most
2Segment customers based on customer value and
baseline priority metrics for each segment to measure
return on investment
Define experience value and business value for your
organization, including priority metrics
HOW MUCH DO
THEY SPEND?
HOW MUCH DO
THEY PROMOTE
US?
HOW
SATISFIED
ARE THEY?
Revenue
Up-sell propensity
Expected tenure
Social advocacy
Size of social audience
# of referrals
Acquisition Cost
Service Cost
Retention Cost
Satisfaction score
Net Promoter Score
Emotional connection
EXPERIENCE VALUE
The value created for
customers
BUSINESS VALUE
The value created for you
WHAT IS THEIR
COST ?
1
4
Measure changes in priority metrics to
gage effectiveness of your CX investments
and apply value insights to improve CX
Improved metrics for High Value Fashionable
Frank:
Gave highest CSAT
rating in an in-store
checkout survey
HOW MUCH DO
THEY PROMOTE
US?
Posted a great review on
company FB page
Tweeted about quick
checkout to 1300
followers
HOW SATISFIED
ARE THEY?
Customer value dashboard
KNOW WHO
DRIVES VALUE
TRACK AND
ENHANCE VALUE
CREATION
Howwemeasure
CREATE VALUE
THROUGH
EXPERIENCE
17 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Digital Ambition within your business
*
Transformational
Adjacent
Core
*
Known and knowable
needs…
which can be planned for and tackled
Unknown
needs…
which must either be
discovered or developed
HOW TO WIN (Products & assets)
WHERETOPLAY(Markets&Customers)
18 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Sense Aspire Decide
1. Discuss unmet needs.
2. known needs to uncover, and unknown needs to
discover.
3. Shape these needs into projects, with anticipated
timing.
4. This feeds the business model design and the digital
transformation roadmap
5. Finish this part by having a conversation to confirm the
advantages gained. The final
Imagine step
To imagine the future is to:
a) Decide what to do..
b) Lead and organize the business to transform.
c) Communicate to the market the new forms of value
from the business.
d) Digital transformation roadmap and C-Suite/Board
materials.
19 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
So how do you digitally transform?
Asses the
opportunity
Analysis
The DVF Framework helps us to identify and
prioritise concepts which meet customer needs,
make financial sense and are realistic to implement
Viability
Desirability
Feasibility
20 | Copyright © 2017 Deloitte Consulting Pty Ltd. All rights reserved.
D- Is the concept desirable for
customers and does it meet their needs?
V- Is the concept financially viable in that
it provides significant member value
for investment made?
F- Is the concept feasible with current
people, processes and technology?
21 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
• Test out the business operational readiness. Drive this
phase with an Agile methodology and a
customer-centric lens predicated on business results.
• Operational readiness assessment.
• Refine the roadmap and Epics inventory and groom a
new backlog of user stories, to seed the Scale phase.
• Feedback from the market / users and adoption tactics
monitoring will further inform the future release
activity.
Launch Scale Operate
Launch Delivery
Outcomes
● Shift in momentum as ideas come to life at budget
and at speed
● Confidence gained by delivering a working pilot to
a small number of customers
● Valuable feedback from the initial deployment
from customers and business to direct
refinements in the next phase
Copyright © 2018 Deloitte Development LLC. All rights reserved.
Phase 0 & 1: Timelines.
Phase 0:
Discovery
(5 weeks)
Phase 1:
Implementation
(12 weeks)
Phase 2:
Enablement & Support
(12 weeks)
Solution Workshops
Prioritise, Plan & Document
Solution Architecture & Design
Playback Design & Sign-off
Configuration
Data Set-up & Integration
Campaigns, IP Warming, Journeys
Training, Enablement & Support
Project Management & Governance
Copyright © 2018 Deloitte Development LLC. All rights reserved.
Our agile methodology follows standard approaches which are tailored to meet client and project needs.
Launch
product
Plan
project
Setup
foundation
Establish
architecture
Initial
design
Close
sprint
Discovery
Sprint
cycle
Release
Test
features
Develop
features
Design
features
Manage
sprint
Plan
sprint
Deploy
code
Close
release
Vision
Agile development provides opportunities to assess the direction throughout the development lifecycle. This is achieved through regular
cadences of work, known as Sprints, at the end of which teams must present a potentially shippable product increment.
23
Agile Process
24 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Once we are sufficiently mature, we go into
Operate mode. We transition resources, build
tighter integration to core systems, develop
organizational planning models and reach
stakeholder alignment. The focus is on the
business efficiency, monitoring and support
Launch Scale Operate
Operate Delivery
Outcomes
● Realization of a fully functional product released to
the market
Deliverables can include
● Operational impact assessment looking at how the
new business affects the current operation in terms
of revenue/cost, HR, brand, and other criteria
● Resource transition assessment determining how
resources are to be moved into the core organization
● Knowledge transfer task list considering what key
knowledge bases must be owned and understood by
the client for the new business to succeed
25 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Success Factors
26 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Culture to drive change
Source: Deloitte, 2017
People as workers People & intelligent machines co-working
Homogenous workforce Diverse workforce
Significant permanent workforce Significant contingent workforce
Hierarchical, siloed Networks of collaborative teams
Traditional office Frictionless, smart workspaces
Slow to adapt Nimble
Innovation department Innovation by everyone
Command and control leadership Inclusive leadership
Knowledge Emotional, creative and digital intelligence
Profit driven Purpose driven
Technology owns people Technology works for people
OLD RULES NEW RULESTHE CHANGING WORLD OF WORK
27 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Business chemistry
https://bit.ly/1igP6Dv
28 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Traits of maturely digital
organisations.
It carries the underlying
instructions, development,
functioning, and replication
for “being” digital.
23
traits of
being digital
Changing Mix of Traditional & Non-Traditional Stakeholders
Continuously Innovating
Modulating Risk & Security Boundaries
Morphing Team Structures
Continuous Ecosystem Disruption
Iterative
Changing Nature and Typology of Work
Constantly Changing Decision Criteria
Ongoing Shifts in Decision Rights and Power
Geography Agnostic
Uneven Velocity between Digital & Legacy
Dynamic Skill Requirements
Increased Customer Involvement
Productive Mobility
Flattening and Changing Hierarchy
Agility
Fail Early, Fail Fast, Learn Faster
Democratizing Information
Multi-Modal Operations
Real Time & On-Demand
Fluidity
Constant Disruption
Intentionally Collaborative
Digital DNA
29 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Create your digital landscape with the current
and future wish list
Example problems
Highly underutilised and loosely integrated
CRM platform
No holistic (single) view of all customer data
across the ecosystem
Integration of systems and applications
impacted due to missing middleware
framework
Major challenges across the enterprise due to
custom built legacy systems
Processes not in place to manage end to end
data driven digital marketing programs
Low maturity around analytics & reporting due
to lack of centralised tool
Low operational efficiency due to dependency
on external providers for multiple tech
solutions
Omnichannel customer engagement impacted
due to lack of mobile, ecommerce platform
Available in current state Available in current state but requires review and potential replacementNot available in current state
AUTOMATION
CRM DB
BW
CRM ECC (ERP)
Dealer management
Systems (DMS)
Fleet Management
System
Telephony
Digital Asset Mgmt
(MAP : Custom)
Digital Asset Mgmt
(MAD : Custom)
Data Management
Platform
Email &
SMS
Mobile
Platform
Web (CMS)
Social
Call Center
Digital
Media
Outdoor
Ads
INFRASTRUCTURE SERVICES PRODUCTIVITY TOOLS
IN FLIGHT INITIATIVES
Survey
Vital
Software
Rich
Communicati
on Service
app
Conversation
al Services
MIDDLEWARE (INTEGRATION LAYER)
Cloud
Hosted - SAP
(IBM Softlayer)
On Premise/Hosted
(VMWare)
MS
Exchange
MS Office
2016
Skype4Business
Citrix Webex
Teams
Sensis
Fleet
Telematics
Telephony
CRM
Platform
Mktg Digi
Ecosystem
Connected
Car
Titan
CDMA
TMS
Community
Platform
Dealer-FX
DMS
Integration
DATA SERVICES BUSINESS SYSTEMS ORCHESTRATION TOUCHPOINTS
O365
ANALYTICS & REPORTING
Advanced
Analytics
Big Data
Analytics
Management
Information
Reporting
eCommerce Platform
Personalisation Engine
Demand Side Platform
Loyalty
Management
System
Document
Management
System
MRM Campaign
Management
SAP PO EAI/SOA/ESB
API Management
System Jenkins
Crush
FTP
BI Tools
(Cognos,
others)
Dealer Site
Crazy
Egg /
Hotjar
SAP Gateway
3rd
Party
Wherescape
DW
Cognos
Metadata
DMP
Assist
Australia
Data
Lake
DMS Integration
Product Database (PDB : Custom)
In Dealership Experience Tech Fleet CRM (Hubspot)
Phone
Programmat
ic TV
Blog
legacy
Data
Competitio
n Data
Nidasu
Social Media Analytics
SocialBaker
Falcon
Brandwatch
Web Analytics
Analytics brand
2nd Analytics
Marketing Automation
Marketing Cloud
Call out the known problems, integrations, systems and data services to visually see if things don't make sense
Copyright © 2018 Deloitte Development LLC. All rights reserved.
The following are some of the key factors to a successful implementation, many exist but some need to be
considered as are essential to go live not just to gain success.
Platform Usage
• Reporting and
analytics
• Campaign
Optimisation plan
• Automations
• Documentation
Platform Migration
• Define MVP
• Users and roles
• Training and
enablement
• Skills and team
readiness
• Data readiness
• Handback files / closing
the loop
Platform Support
• Best practice
methodology for
implementation &
enablement
• Best practice
methodologies for
integrations
Customer Strategy
• Campaign design
• Data availability
• Contact Strategy design and
implemented
• Have a strategy and stick to it
Minimising Bad
Data
• Old or incomplete data
• Data not stored in
correct format
• Data not mapped into
technology correctly
• Minimising manual
interference of data
integration
30
Critical Success Factors for implementations
31 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Ground rules for projects
When you do start to working in project mode. Here are some rules to live by
➢ Include all
stakeholders in the
room early on.
➢ Strategy starts from
the top, but listen to
the B players
➢ Make sure to have a
diverse team
➢ Celebrate wins
➢ Create a roadmap
that you can adapt
and change as you
adapt and change
➢ Fail and fail fast,
then move on
➢ Every decision is in
line with the
customer
experience
➢ Listen to your
customers,
consultants and
agencies. They have
the external
viewpoint
➢ Survey, interview and
reflect
➢ Create a dedicated
team to projects and
transformation.
Expecting these
outcomes on top of
your employees
workload won’t get
you anywhere fast
➢ Learn Agile so you
and your business
can run and prioritise
➢ Pilot, take feedback
and reiterate
➢ HAVE sprint retros
32 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Exploring
Leverage traditional technologies
to automate existing capabilities.
Dabbling with digital. No real
change to the organization
Doing
Leverage digital technologies
to extend capabilities, but
still largely focused around
same business, operating
and customer models
Being
Business, operating and
customer models are
optimized for digital and
profoundly different from
prior business, operating
and customer models
Don’t get stuck here
“Becoming and Being” Digital
Becoming
Leverage digital technologies –
becoming more synchronized and
less siloed – with more advanced
changes to current business,
operating and customer models
34 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Thought provokers for different industries
• Connectivity of vehicles
and mobility services
• Non-traditional
business models
(e.g., ride sharing)
• Personalization of
vehicles and ordering
experience
• Deal modernization
(i.e., buying)
Automotive
• Personalization of
products, services, &
distribution channels
• AI and virtual assistance
• Mid- and back-office
optimization
• Core modernization (e.g.,
Cloud, System)
• Open Banking &
NextGen platforms,
processors & capabilities
Banking &
Capital Markets
& Insurance
• Customer experience
integration across
channels
• Digital shopping
experiences
• Connected retail
• Cloud computing
analyzing purchase
behaviors
• Customer loyalty and
understanding
Consumer
Products
& Retail
• Ubiquitous access to
information allowing
patient self-diagnosis
• Precision medicine
• New sources of data
(patient reported data,
genomic data, and social
care data)
• Shift to preventative care
& personalization
• New collaboration models
around health
• Pharma disintermediation
Life Sciences
& Health Care
• Deep integration of
technologies
(exploratory, refining,
efficiency/output)
• Digital customer
interface and
management solutions
• Ecosystem alliances to
innovate offerings
• Blockchain revolution
and applications in
energy trading
Oil, Gas &
Chemicals
35 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Offering end-to-end digital capabilities from strategy
to execution.
Identify
Insights
Market Opportunity
Analysis
Market Needs
Assessments
Customer Analysis
& Segmentation
Ethnography
Audience & Content
Analysis
Brand Audit
Competitive
Analysis
Ignite
Innovation
Ideation
Creative Strategy
Innovation Process
Products, Solutions,
& Services Design
Define
Strategy
Growth Strategy
Brand Strategy
Customer
Experience
Value (CXv
)
Customer Platform
Strategy
Enterprise Digital
Strategy (EDS)
Product & Solution
Strategy
Pricing &
Profitability
Management
Business Case
Development
Create
Experiences
Omni Channel
Experience Design
& Development
Immersive Digital
Environments
Mobile Web &
Emerging
Experiences
Experimental IoT
Amplify
Brands
Creative Campaigns
& Content
Brand Content
Marketing
Digital, Social, &
Mobile
Loyalty &
Performance
Marketing
Marketing Services
Deliver
Platforms
Customer Platform
eCommerce
Platforms
HR Systems
Content Marketing
Artificial Intelligence
AR/VR Platforms
Analytics Platforms
Marketing
Automation
IoT Platforms
Enable
Enterprise
HR Transformation
Agile Learning
Digital Leadership &
Talent
Digital Change
Management
Digital Culture
Digital Supply
Networks
Digital Finance
Mobile Workforce
Optimize
Operations
Applied Analytics
Marketing Mix
Modeling
Advanced Analytics
Strategy
& Architecture
Visualization &
Reporting
Campaign Measure
& Optimization
Predictive Analytics
Platform Support
Robotics and
Cognitive
Automation
Cyber
Security
ID, Asset, &
Vulnerability
Management
Data Protection
Secure SDLC
Threat Intelligence
Security Monitoring
Risk Analysis
Incident Response
Forensics
Crises Management
Digital Transformation Digital Experience Digital Core
36 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
Strategic Cascade
3. How will we
win?
5. What
management
systems are
required?
1. What is our
winning
aspiration?
4. What
capabilities must
be in place?
2. Where will we
play?
Strategic
Cascade:
Key
Questions: • What are you
proud to
accomplish?
• What is an
obvious win?
Against whom?
• Who are your
customers?
• Products or
services offer?
• Geographies?
• Key markets?
• Channels?
• Stage of the
value chain?
• Why choose us
over the
competition?
• Does it compete
on low cost,
differentiation or
other?
• Competitive
advantages?
• Do the
competitive
advantages
support our
‘where to play?
• What are the
four or five
capabilities we
needs to be
really good at in
order to win?
• What systems
build our
capabilities and
supports our
strategic choices?
• How do we
measure strategy’s
success?
37 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
• refining the epics and creating the next set of user
stories for the next release.
• Deliver cyclical releases and monitoring user feedback
and business direction for prioritization.
Launch Scale Operate
Scale Delivery
Outcomes
● Continued momentum as more features are
implemented and a larger subset of customers are
covered
● Realization that innovation is achievable
● Trust and relationships solidified as milestones are
achieved
● Preparation as the client begins work to transition
the product
Deliverables can include
● Refined roadmaps and epics iteratively revisiting
the roadmaps and epics to course correct based
on feedback from the business and customers
● Groomed user stories, revised after feedback from
business and customers
● New iteration solutions deployed aas more
features are added and/or more customers are
covered

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Digital Transformation Roadmap

  • 1. 1 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Digital Transformation? March 2019 Brittany Fox WHY, WHEN & HOW do i start a
  • 2. 2 | Copyright © 2018 Deloitte Development LLC. All rights reserved. We like being different. Unlike our competitors, we’re a one-stop shop, able to provide true end-to-end capabilities for our clients. …THE FUTURE ADVERTISING AGENCIES MANAGEMENT CONSULTANCIES GLOBAL SYSTEMS INTEGRATORS MARKETING SERVICE PROVIDERS DELOITTE DIGITAL IMAGINE DELIVER RUN PLATFORM PROVIDERS DIGITAL AGENCIES
  • 3. 3 | Copyright © 2018 Deloitte Development LLC. All rights reserved. DIGITAL TRANSFORMATION • Unprecedented change. • Growing connectivity, competition, and consumer power • Disrupt others before you are disrupted • Digital—business—transformati on is the new norm. End to End offerings • focus on customer experience and a new holistic business strategy. • Integrating across the enterprise to demonstrate value at each and every touchpoint. • An exceptional front-end strategy must be supported by an exceptional back office • New expertise, processes and systems, and potentially a new operating model. DIGITAL EXPERIENCE DIGITAL CORE
  • 4. 4 | Copyright © 2018 Deloitte Development LLC. All rights reserved. What are we hearing? The CEO gave a directive to transform. Now. “Our CEO has a vision for digital and has set aggressive goals for transformation. How do we execute?” Our dedicated digital group is no longer enough. “To date we’ve had dedicated digital group, but it’s no longer sufficient? We need Digital across the org; How do we scale?” We need a new mobile app for “x”. “I know what I want and I need help getting it done. Let’s not boil the ocean right now, but focus on delivery.” Help! We are being disrupted. What do we do? “Amazon is entering my industry? What non- traditional competitors will disrupt me? How do we disruption-proof ourselves?” Our digital projects lack clear direction or real life benefit. “We have 60 websites and 40 apps and yet all it seems to do is confuse our customers. How do we bring it all together to realize the benefits” The Competitor The Disrupted The Fatigued The Sub-Scaled The Spot Solution
  • 5. 5 | Copyright © 2018 Deloitte Development LLC. All rights reserved.
  • 6. 6 | Copyright © 2018 Deloitte Development LLC. All rights reserved. What is Digital Transformation? Define ambition to then gain advantages using innovation, design, organization and digital technology applied to existing and new business models - in strategic, creative, agile and adaptive ways, through innovating offerings to rapidly enable what is needed at scale for exponential impact. FUTURE-PROOF A BUSINESS.
  • 7. 7 | Copyright © 2018 Deloitte Development LLC. All rights reserved. CROSS INDUSTRY LEADER Digital Transformation Inspires, connects and collects cross industry trends where one trend can apply to one or more other industries. For example, precision medicine, can be applied to precision chemicals, or mobility for smart cities can be applied to patient care. Why should I future- proof?
  • 8. 8 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Future proofing is digital. 50% of fortune 500 companies in 2000 no longer exist today. Source: Visual Capitalist, The case for digital transformations. THE LARGEST COMPANIES BY MARKET CAP 2006: 2011: 2001: #1 #2 #3 #4 #5 $406B $365B $272B $261B $260B $446B $383B $327B $293B $273B $406B $376B $277B $237B $228B Top 5 Publicly Traded Companies (by Market Cap) $754B $579B $509B $364B $411B 2019:
  • 9. 9 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Source: 2018 MIT SMR and Deloitte Digital business research 37% Agree their leaders share results from failed experiments in constructive ways that increase organizational learning 90% Indicated they need to update their skills at least yearly, ½ reporting the need to update skills continuously 66% Not satisfied with how their organization supports ongoing skill development 50% Of companies expressed a negative outlook when asked about technology disruption. 25% felt it was a threat to survival. 78% Of early stage companies are not pushing decision-making authority into lower levels of the organization #1 Reported biggest challenge impacting a company’s ability to compete in a digital environment is lack of experimentation Businesses are struggling to adapt
  • 10. 10 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Why should I future proof? Consumer preferences are being shaped by digital Seamless connections Customer expects seamless, context aware connections between their physical and digital worlds Experience Driven Customers are looking for compelling experiences, before during and and after the sale Transparency as trust Visibility into process, status pricing is becoming the baseline expectation Social Social is key for both informal and formal reviews Personalised Expects business to know them in order to have tailored preferences and services 78% of customers cite ‘experience’ as being important when choosing where to purchase. Customers are expecting the same experience to your business as the last digital experience they had, even if it wasn’t in your industry.
  • 11. Confidential and Proprietary to Deloitte Consulting Pte Ltd11 | Deloitte Digital Proposal: Singapore Airlines - TR1290: Real Time Personalisation When do I know? To adapt
  • 12. 12 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Quickly set ambitions and chart a path to success by developing a roadmap to achieve those ambitions Make it tangible, put the ambition in motion by moving forward and launching in the market Once the ambition is refined, scale the ambition through flexible and integrated delivery teams RUN Get the business to scale IMAGINE Get the right focus DELIVER Get the concept right Define the ambitions, look forward, explore broadly Iterative concept refinement, and offerings in market for faster income statement and balance sheet impact Agile operations to create business impact at scale Strategic Framework Sense Aspire Decide Deepen Design Prove Launch Scale Operate
  • 13. 13 | Copyright © 2018 Deloitte Development LLC. All rights reserved. • challenge whether it’s ambitious enough • Define the ambition Sense Aspire Decide what is your ambition? • Discuss the advantages your business will get and whether these advantages show-up in your existing business model, or if they need to come via an entirely new business model Designing and delivering the ambition
  • 14. 14 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Strategic Cascade Define Mission Priorities Ensure Operational AlignmentSet Objectives 3. How will we win? 5. What management systems are required? 1. What is our winning aspiration? 4. What capabilities must be in place? 2. Where will we play? The digital purpose of the organisation The right playing field for Digital The unique right to win in Digital The set of Digital capabilities required to win The support systems required
  • 15. 15 | Copyright © 2017 Deloitte Development LLC. All rights reserved. Define Customer Value Connecting customer experience to quantifiable business value amplifies business success Business Value = the value created for you Experience Value = the value created for your customers HOW MUCH DO THEY SPEND? HOW MUCH DO THEY PROMOTE US? WHAT IS THEIR COST TO SERVE? HOW SATISFIED ARE THEY? These measures all represent customer-specific data—the cornerstone of Customer Experience Value (CXV ) CUSTOMER VALUE Howwemeasure EXPERIENCE VALUE MEASURES BUSINESS VALUE MEASURES
  • 16. 16 | Copyright © 2017 Deloitte Development LLC. All rights reserved. Putting it into Practice 3 DEFINE VALUE Invest in each value segment proportionate to the bottom-line value they do/will create and focus on the moments that matter most 2Segment customers based on customer value and baseline priority metrics for each segment to measure return on investment Define experience value and business value for your organization, including priority metrics HOW MUCH DO THEY SPEND? HOW MUCH DO THEY PROMOTE US? HOW SATISFIED ARE THEY? Revenue Up-sell propensity Expected tenure Social advocacy Size of social audience # of referrals Acquisition Cost Service Cost Retention Cost Satisfaction score Net Promoter Score Emotional connection EXPERIENCE VALUE The value created for customers BUSINESS VALUE The value created for you WHAT IS THEIR COST ? 1 4 Measure changes in priority metrics to gage effectiveness of your CX investments and apply value insights to improve CX Improved metrics for High Value Fashionable Frank: Gave highest CSAT rating in an in-store checkout survey HOW MUCH DO THEY PROMOTE US? Posted a great review on company FB page Tweeted about quick checkout to 1300 followers HOW SATISFIED ARE THEY? Customer value dashboard KNOW WHO DRIVES VALUE TRACK AND ENHANCE VALUE CREATION Howwemeasure CREATE VALUE THROUGH EXPERIENCE
  • 17. 17 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Digital Ambition within your business * Transformational Adjacent Core * Known and knowable needs… which can be planned for and tackled Unknown needs… which must either be discovered or developed HOW TO WIN (Products & assets) WHERETOPLAY(Markets&Customers)
  • 18. 18 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Sense Aspire Decide 1. Discuss unmet needs. 2. known needs to uncover, and unknown needs to discover. 3. Shape these needs into projects, with anticipated timing. 4. This feeds the business model design and the digital transformation roadmap 5. Finish this part by having a conversation to confirm the advantages gained. The final Imagine step To imagine the future is to: a) Decide what to do.. b) Lead and organize the business to transform. c) Communicate to the market the new forms of value from the business. d) Digital transformation roadmap and C-Suite/Board materials.
  • 19. 19 | Copyright © 2018 Deloitte Development LLC. All rights reserved. So how do you digitally transform?
  • 20. Asses the opportunity Analysis The DVF Framework helps us to identify and prioritise concepts which meet customer needs, make financial sense and are realistic to implement Viability Desirability Feasibility 20 | Copyright © 2017 Deloitte Consulting Pty Ltd. All rights reserved. D- Is the concept desirable for customers and does it meet their needs? V- Is the concept financially viable in that it provides significant member value for investment made? F- Is the concept feasible with current people, processes and technology?
  • 21. 21 | Copyright © 2018 Deloitte Development LLC. All rights reserved. • Test out the business operational readiness. Drive this phase with an Agile methodology and a customer-centric lens predicated on business results. • Operational readiness assessment. • Refine the roadmap and Epics inventory and groom a new backlog of user stories, to seed the Scale phase. • Feedback from the market / users and adoption tactics monitoring will further inform the future release activity. Launch Scale Operate Launch Delivery Outcomes ● Shift in momentum as ideas come to life at budget and at speed ● Confidence gained by delivering a working pilot to a small number of customers ● Valuable feedback from the initial deployment from customers and business to direct refinements in the next phase
  • 22. Copyright © 2018 Deloitte Development LLC. All rights reserved. Phase 0 & 1: Timelines. Phase 0: Discovery (5 weeks) Phase 1: Implementation (12 weeks) Phase 2: Enablement & Support (12 weeks) Solution Workshops Prioritise, Plan & Document Solution Architecture & Design Playback Design & Sign-off Configuration Data Set-up & Integration Campaigns, IP Warming, Journeys Training, Enablement & Support Project Management & Governance
  • 23. Copyright © 2018 Deloitte Development LLC. All rights reserved. Our agile methodology follows standard approaches which are tailored to meet client and project needs. Launch product Plan project Setup foundation Establish architecture Initial design Close sprint Discovery Sprint cycle Release Test features Develop features Design features Manage sprint Plan sprint Deploy code Close release Vision Agile development provides opportunities to assess the direction throughout the development lifecycle. This is achieved through regular cadences of work, known as Sprints, at the end of which teams must present a potentially shippable product increment. 23 Agile Process
  • 24. 24 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Once we are sufficiently mature, we go into Operate mode. We transition resources, build tighter integration to core systems, develop organizational planning models and reach stakeholder alignment. The focus is on the business efficiency, monitoring and support Launch Scale Operate Operate Delivery Outcomes ● Realization of a fully functional product released to the market Deliverables can include ● Operational impact assessment looking at how the new business affects the current operation in terms of revenue/cost, HR, brand, and other criteria ● Resource transition assessment determining how resources are to be moved into the core organization ● Knowledge transfer task list considering what key knowledge bases must be owned and understood by the client for the new business to succeed
  • 25. 25 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Success Factors
  • 26. 26 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Culture to drive change Source: Deloitte, 2017 People as workers People & intelligent machines co-working Homogenous workforce Diverse workforce Significant permanent workforce Significant contingent workforce Hierarchical, siloed Networks of collaborative teams Traditional office Frictionless, smart workspaces Slow to adapt Nimble Innovation department Innovation by everyone Command and control leadership Inclusive leadership Knowledge Emotional, creative and digital intelligence Profit driven Purpose driven Technology owns people Technology works for people OLD RULES NEW RULESTHE CHANGING WORLD OF WORK
  • 27. 27 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Business chemistry https://bit.ly/1igP6Dv
  • 28. 28 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Traits of maturely digital organisations. It carries the underlying instructions, development, functioning, and replication for “being” digital. 23 traits of being digital Changing Mix of Traditional & Non-Traditional Stakeholders Continuously Innovating Modulating Risk & Security Boundaries Morphing Team Structures Continuous Ecosystem Disruption Iterative Changing Nature and Typology of Work Constantly Changing Decision Criteria Ongoing Shifts in Decision Rights and Power Geography Agnostic Uneven Velocity between Digital & Legacy Dynamic Skill Requirements Increased Customer Involvement Productive Mobility Flattening and Changing Hierarchy Agility Fail Early, Fail Fast, Learn Faster Democratizing Information Multi-Modal Operations Real Time & On-Demand Fluidity Constant Disruption Intentionally Collaborative Digital DNA
  • 29. 29 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Create your digital landscape with the current and future wish list Example problems Highly underutilised and loosely integrated CRM platform No holistic (single) view of all customer data across the ecosystem Integration of systems and applications impacted due to missing middleware framework Major challenges across the enterprise due to custom built legacy systems Processes not in place to manage end to end data driven digital marketing programs Low maturity around analytics & reporting due to lack of centralised tool Low operational efficiency due to dependency on external providers for multiple tech solutions Omnichannel customer engagement impacted due to lack of mobile, ecommerce platform Available in current state Available in current state but requires review and potential replacementNot available in current state AUTOMATION CRM DB BW CRM ECC (ERP) Dealer management Systems (DMS) Fleet Management System Telephony Digital Asset Mgmt (MAP : Custom) Digital Asset Mgmt (MAD : Custom) Data Management Platform Email & SMS Mobile Platform Web (CMS) Social Call Center Digital Media Outdoor Ads INFRASTRUCTURE SERVICES PRODUCTIVITY TOOLS IN FLIGHT INITIATIVES Survey Vital Software Rich Communicati on Service app Conversation al Services MIDDLEWARE (INTEGRATION LAYER) Cloud Hosted - SAP (IBM Softlayer) On Premise/Hosted (VMWare) MS Exchange MS Office 2016 Skype4Business Citrix Webex Teams Sensis Fleet Telematics Telephony CRM Platform Mktg Digi Ecosystem Connected Car Titan CDMA TMS Community Platform Dealer-FX DMS Integration DATA SERVICES BUSINESS SYSTEMS ORCHESTRATION TOUCHPOINTS O365 ANALYTICS & REPORTING Advanced Analytics Big Data Analytics Management Information Reporting eCommerce Platform Personalisation Engine Demand Side Platform Loyalty Management System Document Management System MRM Campaign Management SAP PO EAI/SOA/ESB API Management System Jenkins Crush FTP BI Tools (Cognos, others) Dealer Site Crazy Egg / Hotjar SAP Gateway 3rd Party Wherescape DW Cognos Metadata DMP Assist Australia Data Lake DMS Integration Product Database (PDB : Custom) In Dealership Experience Tech Fleet CRM (Hubspot) Phone Programmat ic TV Blog legacy Data Competitio n Data Nidasu Social Media Analytics SocialBaker Falcon Brandwatch Web Analytics Analytics brand 2nd Analytics Marketing Automation Marketing Cloud Call out the known problems, integrations, systems and data services to visually see if things don't make sense
  • 30. Copyright © 2018 Deloitte Development LLC. All rights reserved. The following are some of the key factors to a successful implementation, many exist but some need to be considered as are essential to go live not just to gain success. Platform Usage • Reporting and analytics • Campaign Optimisation plan • Automations • Documentation Platform Migration • Define MVP • Users and roles • Training and enablement • Skills and team readiness • Data readiness • Handback files / closing the loop Platform Support • Best practice methodology for implementation & enablement • Best practice methodologies for integrations Customer Strategy • Campaign design • Data availability • Contact Strategy design and implemented • Have a strategy and stick to it Minimising Bad Data • Old or incomplete data • Data not stored in correct format • Data not mapped into technology correctly • Minimising manual interference of data integration 30 Critical Success Factors for implementations
  • 31. 31 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Ground rules for projects When you do start to working in project mode. Here are some rules to live by ➢ Include all stakeholders in the room early on. ➢ Strategy starts from the top, but listen to the B players ➢ Make sure to have a diverse team ➢ Celebrate wins ➢ Create a roadmap that you can adapt and change as you adapt and change ➢ Fail and fail fast, then move on ➢ Every decision is in line with the customer experience ➢ Listen to your customers, consultants and agencies. They have the external viewpoint ➢ Survey, interview and reflect ➢ Create a dedicated team to projects and transformation. Expecting these outcomes on top of your employees workload won’t get you anywhere fast ➢ Learn Agile so you and your business can run and prioritise ➢ Pilot, take feedback and reiterate ➢ HAVE sprint retros
  • 32. 32 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Exploring Leverage traditional technologies to automate existing capabilities. Dabbling with digital. No real change to the organization Doing Leverage digital technologies to extend capabilities, but still largely focused around same business, operating and customer models Being Business, operating and customer models are optimized for digital and profoundly different from prior business, operating and customer models Don’t get stuck here “Becoming and Being” Digital Becoming Leverage digital technologies – becoming more synchronized and less siloed – with more advanced changes to current business, operating and customer models
  • 33.
  • 34. 34 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Thought provokers for different industries • Connectivity of vehicles and mobility services • Non-traditional business models (e.g., ride sharing) • Personalization of vehicles and ordering experience • Deal modernization (i.e., buying) Automotive • Personalization of products, services, & distribution channels • AI and virtual assistance • Mid- and back-office optimization • Core modernization (e.g., Cloud, System) • Open Banking & NextGen platforms, processors & capabilities Banking & Capital Markets & Insurance • Customer experience integration across channels • Digital shopping experiences • Connected retail • Cloud computing analyzing purchase behaviors • Customer loyalty and understanding Consumer Products & Retail • Ubiquitous access to information allowing patient self-diagnosis • Precision medicine • New sources of data (patient reported data, genomic data, and social care data) • Shift to preventative care & personalization • New collaboration models around health • Pharma disintermediation Life Sciences & Health Care • Deep integration of technologies (exploratory, refining, efficiency/output) • Digital customer interface and management solutions • Ecosystem alliances to innovate offerings • Blockchain revolution and applications in energy trading Oil, Gas & Chemicals
  • 35. 35 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Offering end-to-end digital capabilities from strategy to execution. Identify Insights Market Opportunity Analysis Market Needs Assessments Customer Analysis & Segmentation Ethnography Audience & Content Analysis Brand Audit Competitive Analysis Ignite Innovation Ideation Creative Strategy Innovation Process Products, Solutions, & Services Design Define Strategy Growth Strategy Brand Strategy Customer Experience Value (CXv ) Customer Platform Strategy Enterprise Digital Strategy (EDS) Product & Solution Strategy Pricing & Profitability Management Business Case Development Create Experiences Omni Channel Experience Design & Development Immersive Digital Environments Mobile Web & Emerging Experiences Experimental IoT Amplify Brands Creative Campaigns & Content Brand Content Marketing Digital, Social, & Mobile Loyalty & Performance Marketing Marketing Services Deliver Platforms Customer Platform eCommerce Platforms HR Systems Content Marketing Artificial Intelligence AR/VR Platforms Analytics Platforms Marketing Automation IoT Platforms Enable Enterprise HR Transformation Agile Learning Digital Leadership & Talent Digital Change Management Digital Culture Digital Supply Networks Digital Finance Mobile Workforce Optimize Operations Applied Analytics Marketing Mix Modeling Advanced Analytics Strategy & Architecture Visualization & Reporting Campaign Measure & Optimization Predictive Analytics Platform Support Robotics and Cognitive Automation Cyber Security ID, Asset, & Vulnerability Management Data Protection Secure SDLC Threat Intelligence Security Monitoring Risk Analysis Incident Response Forensics Crises Management Digital Transformation Digital Experience Digital Core
  • 36. 36 | Copyright © 2018 Deloitte Development LLC. All rights reserved. Strategic Cascade 3. How will we win? 5. What management systems are required? 1. What is our winning aspiration? 4. What capabilities must be in place? 2. Where will we play? Strategic Cascade: Key Questions: • What are you proud to accomplish? • What is an obvious win? Against whom? • Who are your customers? • Products or services offer? • Geographies? • Key markets? • Channels? • Stage of the value chain? • Why choose us over the competition? • Does it compete on low cost, differentiation or other? • Competitive advantages? • Do the competitive advantages support our ‘where to play? • What are the four or five capabilities we needs to be really good at in order to win? • What systems build our capabilities and supports our strategic choices? • How do we measure strategy’s success?
  • 37. 37 | Copyright © 2018 Deloitte Development LLC. All rights reserved. • refining the epics and creating the next set of user stories for the next release. • Deliver cyclical releases and monitoring user feedback and business direction for prioritization. Launch Scale Operate Scale Delivery Outcomes ● Continued momentum as more features are implemented and a larger subset of customers are covered ● Realization that innovation is achievable ● Trust and relationships solidified as milestones are achieved ● Preparation as the client begins work to transition the product Deliverables can include ● Refined roadmaps and epics iteratively revisiting the roadmaps and epics to course correct based on feedback from the business and customers ● Groomed user stories, revised after feedback from business and customers ● New iteration solutions deployed aas more features are added and/or more customers are covered