Disruptive Digital represents the New Normal in the market, that of Disruptive Mindset set, compelling organizations to continuously recalibrate their existence and in the process transforming themselves to become FEARLESS, AGILE & HYPER-COMPETITIVE entities that know no bounds. This presentation presents the key tenets of building that transformative Disruptor within an organization.

1. DISRUPTIVE DIGITAL : THE NEW NORMALCopyright © Anuj Pandey 2017 All Rights Reserved.Copyright © Anuj Pandey 2017 All Rights Reserved.

2. DISRUPTIVE DIGITAL : THE NEW NORMAL
Agenda
DISRUPTIVE DIGITAL 2
• Shift to the New World Order
• New Business Paradigms
• Hyper-Competitive Enterprise
• Digital Roadmap Design
FIXING DATE WITH

3. DISRUPTIVE DIGITAL : THE NEW NORMAL
Techtonic Shift : Disruption is the New Normal
63% of the Global
Big Companies are
facing Disruptions
The study from Accenture that
analysed more than 3,600 companies
with annual revenues of at least $100
million in 82 countries also found that
44 per cent of big companies show
severe signs of susceptibility to future
disruption.
“Industrial Companies
are in the Information
Business, whether they
want to be or not.”
- Jeff Immelt
Source: Portfolio Research, 2015 Source: Economic Times, Feb, 2018
Source: Mckinsey & Co. , Oct, 2015
Now 55 Bn Messages a Day

4. DISRUPTIVE DIGITAL : THE NEW NORMAL
The Most Disruptive Era Of Our Times!!!
Average lifetime of companies is shrinking Startups are making it big in Quick Time
52% Fortune 500 companies have gone bankrupt,
been acquired or ceased to exist since 2000 due to Digital
Disruption.
35
days
For Angry Birds to reach 50 mn users
Data & Information are becoming a Disruptive
Force
Industry Boundaries are blurring
2.6 Trn Market Cap of Platform Companies worldwide90% + Of the Data used in the world is created in the last
2 years
100X

5. DISRUPTIVE DIGITAL : THE NEW NORMAL
1/6th
the cost of voice
Brought down by Whatsapp Disruption
Innovation & Experimentation
Culture a bare necessity
Unknown Competitors
Emerge with the Capacity
to Disrupt
The100X Exponential Economy
Blurring Industry Boundaries
creating New Industries
50Bn
Messages a Day
55
Employees
$19Bn
Valuation
WHATSAPP
AFFECT ON TELECOM
UBERISATION
OF TRANSPORT
$20Bn
Gross Bookings 2016
1Mn
Avg. No. of Daily Rides
11K
Employees
AIRBNB
AIRS OFF ACCOMODATION & TRAVEL
3.1K
Employees
$31Bn
Valuation
150Mn
Active Usersrs
80%
reduction in congestion
Technology driving
Outcomes
79%
reduction in fares
Eco-system play
creating Black
Oceans
EXPONENTIAL ECONOMY
40 Mn
Guests hosted over 34000+
cities since its creation in 2008
- $2Bn
Impact on Lodging Industry

6. DISRUPTIVE DIGITAL : THE NEW NORMAL
Unknown Competitor Emerge with a Capacity to Disrupt
DIGITAL
PAYMENT
WALLET
CUSTOMER
SOCIAL MEDIA GIANTS
Facebook also getting into
Marketplace with eCommerce
& Payment Gateways
INSTANT MESSAGING GIANTS
Whatsapp uses its huge
Customer base to get into
Payment Wallet Business
SEARCH ENGINE INTERNET GIANTS
Using its clout and hold in Internet,
Google enters in the Payment Wallet
Market in India with Google Pay
PURE PLAY PAYMENT WALLET PLAYERS
Paytm, EasyPay, Airtel mpay etc. have
been early players. Paytm infact has
also built and effective eCommerce Play
ECOMMERCE GIANTS
Amazon has thrown the towel relying
on its huge customer base and value
on offer is ecommerce.
Online Cab Aggregators
Ola introduced Ola Money backed by
its hailing cab aggregation business
Market Size: $500 Bn by 2020
Growth : 15% Annually

7. DISRUPTIVE DIGITAL : THE NEW NORMAL
DISRUPTIVE DIGITAL 8
The Rate of Change is not increasing linearly or
exponentially. Progress is Lumpy, with hard turns, reversals
and Dead Ends.
- Gartner
KEY SHIFTS

8. DISRUPTIVE DIGITAL : THE NEW NORMAL
Ever so expanding Data Eco-System
2Bn population covered by high speed Data Networks
3X times the increase in Devices by 2025
12 Accounts/sec Rate at which Twitter is growing
100 TB uploaded daily to Facebook
87% of the world`s population are mobile subscribers
By the year 2019, self-service analytics and business intelligence tools could possibly produce more
reliable outputs and data analysis than data scientists, says a report by Gartner.
ALWAYS CONNECTED
ALWAYS SHARING
INTELLIGENCE EMBEDDED

9. DISRUPTIVE DIGITAL : THE NEW NORMAL
INTELLIGENT
INFRASTRUCTURE
INTELLIGENT
PROCESSES
INTELLIGENT
PRODUCTS
TRACKING
SERVICE
EXPERIANCE
MAPPING
CUSTOMER
JOURNEY
ANALYSING
CUSTOMER
FEEDBACK
UNDERSTAND
CUSTOMER
BEHAVIOUR
10
Customer Centricity take
CENTER STAGE
Quicker & Informed
Decision-Making
Intelligence redefines Modern Workspace
Reactive to Predictive
Operations
Insights Driven Culture
Collaborative Quotient Learning & Innovation
Driven Culture
End Point Empowerment
Share RespondNetwork
Hyper-Connected Internal Eco-System Customer Driven Culture
Seek
Greater
Intelligence
Information
Generated
Data Eco-
system
Gain
Insights
WIN
CUSTOMERS

10. DISRUPTIVE DIGITAL : THE NEW NORMAL
Integration : You cannot run all alone
• GoogleMaps: Over 2 Mn Active Apps &
Websites leverage the Google Maps API every
week, contributing to growth of over 300%
during the last 2 years
• Netflix now available on over 250device
types
• Twitter 14 Bn API Calls/ day
• Salesforce.com 50% of Rev by APIs
• Expedia 90% of Rev by APIs
Through 2020, Integration work will account for 50% of the Time and Cost of Building Digital Platforms
-GARTNER

11. DISRUPTIVE DIGITAL : THE NEW NORMAL
Shift from Customer Fulfillment to Customer Engagement
EXTENDING
RELATIONSHIPS BEYOND
TRANSACTIONS
PERSONALISATIONSegmentation based on Groups is dead
AI, Big Data
Micro-Targeting is in
Real Time Omni-Channel driven
NEXT BEST OFFERS
Pre-Defined offers across channels CONTEXTUAL RELEVANCE
Customer Centric & Value driven
relationships
USE DATA TO RETHINK
CUSTOMER JOURNEY
Self-Service & Automated
Conversational Channels
Product Centric & Transaction driven
relationships
Call Center led approach

12. DISRUPTIVE DIGITAL : THE NEW NORMAL
Hyper-Competitive
ENTERPRISE
Agility & Adaptability WOW Customers

13. DISRUPTIVE DIGITAL : THE NEW NORMALDISRUPTIVE DIGITAL : THE NEW NORMAL
KEY PILLARS
14
LEANER
MEANER
QUICKERINFRATRUCTURE
PROCESSES
PEOPLE
PRODUCTS/SERVICES
INTELLIGENCE
INTEGRATION
AGILITY
ADAPTABILITY
Awareness
Initial
Interest
Refined
Interest
Decision
Mindset
Purchase
First Time
Experience
Ongoing
Derived
Value
INFRASTRUCTURE
DELIVERING UNIQUE EXPERIANCES
Contextual & Real-time Decision-Making
Agile & Adaptable Infrastructure
Sustainable Value Lifecycle
Transparency on Operations & Customer
Interactions

14. DISRUPTIVE DIGITAL : THE NEW NORMAL
Continuous Journey to Re-Discovering Value
15
Re-CreationDelivery Sustenance
Deeper
Customer
Insights
Greater
Customer
Experience
Extended
Value
Sustenance
CONNECT-CONVERGE-COLLABORATE-CO-CREATEVALUE CHAIN EXTENTION WITH ACQUISTIONS
CONNECT CONVERGE CO-CREATE

15. DISRUPTIVE DIGITAL : THE NEW NORMAL
TIME TO WAKE UP & SMELL THE COFFEE
this is your
organisation
DISRUPTIVE DIGITAL 16
What you think is attainable is a function of what you know at the moment

16. DISRUPTIVE DIGITAL : THE NEW NORMAL
CHANGE HAS BECOME A CONSTANT: ADAPT
Reduce Time to Respond to Change
CREATE A DISRUPTIVE CULTURE WITHIN INCREASE CIRCLE OF INFLUENCE ON CUSTBUILD AGILITY & ADAPTABILITY QUOTIENT
Enable Decision Making at the Lowest Level
Build a Change Culture
Abandon Silos & Hierarchies
Multi Speed IT Approach
Transparent & Open Culture
Be Prepared to Disrupt your own Business
Questioning Status Quo Culture
Innovation Culture
Competitive Outlook is not enough, Its critical to have a Disruptive Outlook
Customer Engagement Driven Strategy
Value Lifecycle Driven Product Strategy
Transitional Customer Journey
UI, UX with Contextual, Seamless & Consistant
redefining Experiential Journey
Customer Insights & Behaviour
Nirva
na
INFLUENC
E
ENABLE
INTERA
CT
CONNECT
Awareness
Initial
Interest
RefinedInterest
Decision
Mindset
Purchase
FirstTime
Experience
OngoingExperience
Re-Purchase
INSIGHT
INFLUENCE
EXPERIANCE
VALUELIFECYCLE

17. DISRUPTIVE DIGITAL : THE NEW NORMAL
Build Engagement & Measure Maturity across the Journeys
EXPERIENCE MEASURE
BASIC
INFORMED
INTERACTIVE
ENGAGED
IMMERSIVE
- Disconnected Systems & Touchpoints
-Reactive in nature
-Reactive in Nature
-Proximity advantages play a big role
-Focus is more towards awareness
-Focus on Interaction across all layer of
the consumption cycle
-Takes time to build up
-Rely a lot on Social Media
-Proactive Engagements
-Coordinated Touchpoints & Ops
-Engaged Customers
-Great Content and interactive
technologies are critical
-Extremely Coordinated Touchpoints & Ops
-Transparent & Collaborative
-Leverage Complimentary Product
Customer Journeys
-Ongoing Surprise Element with Pre-
emptive and Predictive
Nirvana
INFLUENCE
ENABLE
INTERACT
CONNECT
Awareness
Initial
Interest
RefinedInterest
Decision
Mindset
Purchase
FirstTime
Experience
OngoingExperience
Re-Purchase
INSIGHT
INFLUENCE
EXPERIANCE
VALUELIFECYCLE

18. DISRUPTIVE DIGITAL : THE NEW NORMAL
Transitional Customer Journeys
DISRUPTIVE DIGITAL 19
Awareness
Initial
Interest
Refined
Interest
Decision
Mindset
Purchase
First Time
Use
Experience
Ongoing
Derived
Value
Awareness
Initial
Interest
Refined
Interest
Decision
Mindset
Purchase
Awareness
Initial
Interest
Refined
Interest
COMPLEMENTARY
PRODUCT
Customer Journey Complementary Product
Customer Journey A
Customer Journey B
PRODUCT
A
PRODUCT
B
MAP CUSTOMER JOURNEYS
WITH VALUE
Re-Discover the Value Game
Extend Value Chains through
Transitional Customer
Journeys from
Complementary Products

19. DISRUPTIVE DIGITAL : THE NEW NORMAL
DISRUPTIVE DIGITAL 20
Digital Strategy & Roadmap Design

20. DISRUPTIVE DIGITAL : THE NEW NORMAL
WHERE ARE YOU IN THE JOURNEY?
EXPEDITIONER DISRUPTORS
EXPLORER EXCAVATOR
Unlock Rev Streams & Reach
New Markets
Data & Insights Driven Culture
Extremely Innovative & Disruptive Mindset
Extremely Customer Focused
Highly Adaptable & Agile
Accelerate Cost Efficiencies &
Time To Market
Process Automation
Workforce Mobility
Supply Chain Efficiencies
Increase Cust Loyalty&
Grow Rev
AI, ML & Analytics driven CX
Omni Channel Consistant Exp
Personalised & Contextual Exp
Real-Time Experiance
Business as Usual
CUSTOMERENGAGEMENT
ORGANISATIONAL MATURITY
DIGITAL MATURITY

21. DISRUPTIVE DIGITAL : THE NEW NORMALDISRUPTIVE DIGITAL : THE NEW NORMAL
DISRUPTIVE DIGITAL
22
AMAZON
Customer Engagement Maturity: HIGH
Organisational Maturity: HIGH
DISRUPTORS
Easy Refunds
First Call Resolution
Fast Service
Empowered Customer Service Reps

22. DISRUPTIVE DIGITAL : THE NEW NORMAL
AMAZON.COM A DIGITAL SHOP AROUND THE CORNER
ECO-SYSTEM
&
CX
DRIVEN EXISTANCE
TRANSITIONAL CUSTOMER JOURNIES
• Amazon Prime
• Kindle
SEAMLESS & Inter-Connected CX FOR PERSONALISATION
• Synchronised Baskets from previous screen sessions
• Tracking Search History
• Consistant Experience across all screens
CUSTOMER CONVINIENCE IN FOCUS
• Anticipatory Shipping
• Drone Enabled Consignment
Deliveries
• Amazon Echo
VALUE LIFECYCLE DRIVEN STRATEGY
• Recommendation Engine
• Feedback Mechanism
• Kindle
CEO leads by example: Public
email address
jeff@amazon.com
• Wish List
• Product Searches
• Shopping Carts
• Time the Mouse Hovers
over a particular item
Collect data from customer
online activity
Predict items that Customers in a
Region may want
• Predictive Analytics Tools
Fulfillment Center Identifies the
Goegraphical Shipping Location
Identify the Location for
Fulfillment

23. DISRUPTIVE DIGITAL : THE NEW NORMAL
Re-Discovering Value : Amazon
Value driven Product Strategy Value driven Product Strategy
Nirvana
INFLUENCE
ENABLE
INTERACT
CONNECT
Awareness
Initial
Interest
RefinedInterest
Decision
Mindset
Purchase
FirstTime
Experience
OngoingExperience
Re-Purchase
MobileAlerts
OnlinePaidContent
Loyalty
Programs
EmailMarketing
One Click
Ordering
GiftConversion
INSIGHT
INFLUENCE
EXPERIANCE
VALUELIFECYCLE
OnlineCommunities
3rd Party SitesMobile App/ Site
Chat/CallCenter
CustReviews
Recom
m
endations
Affiliate
Marketing
SEO
Fast
Refundsand
Replacement
s
Look
Inside
Same
DayDelivery
Advertisementsacross
allmediums
GiftCards
Amazon Wallet
Amazon
Prime
KindleFire
BundledOfferings
Special Offers
Multi-LingualSearch
Feedback
Personalised Portal
Chat/CallCenter
Email
Chat / Call Center

24. DISRUPTIVE DIGITAL : THE NEW NORMALDISRUPTIVE DIGITAL : THE NEW NORMAL
DISRUPTIVE DIGITAL
25
Transformation to DIGITAL DISRUPTORS
EXPEDITIONER MASTER
EXPLORER EXCAVATOR
Enhanced CX
Self-Service Channels Extended
Eco-system Activated
Project Nxt (Digital Investment - 2k cr. )
Build Trust & Transparency

25. DISRUPTIVE DIGITAL : THE NEW NORMALDISRUPTIVE DIGITAL : THE NEW NORMAL
DISRUPTIVE DIGITAL
26
Transformation to DIGITAL EXPEDITIONERS
EXPEDITIONER MASTER
EXPLORER EXCAVATOR
Enhanced CX
Self-Service Channels Extended
Eco-system Activated
Build Trust & Transparency

26. ENHANCING CX @ TOUCHPOINTS
CUSTOMER
Complaint Portal
Self Service – Web, SMS, Mobile App
Online Booking for
Retiring Rooms
Online Ticket Books
including Refund
Stations Experiance
67 New
Escalators
155 New
Lifts
258 Digital
Displays
Travelling Experiance
Acceptance of
Mobile Tickets
Mobile Charging in
General Class
Coaches
eCatering
Live Train
Status
1.25 lakh Bio Toilets
installed in Train
Coaches
Wifi at Railway
Stations
CCTVs to enhance
Security
CCTVs to enhance
Security
Modern Trainsets
to be introduced
Time
ValueGained
Social Media
Platform for
grievance
redressal
This is a sample text here. Insert
your desired text here. Again, this
is a
dummy text here.
eCatering
Service
This is a sample text here.
Insert your desired text
here.
This is a sample text
here. Insert your desired
text here.
Self Service
Portal &
Mobile App
Experience
Value Creation Value Sustenance Value Recreation
eTickets for travellers

28. Circle of Influence
DecisionMindset
Nirvana
INFLUENCE
ENABLE
INTERACT
CONNECT
Awareness
InitialInterestRefinedInterest
Purchase
FirstTimeExperience
OngoingExperience
Re-Purchase
Wordof
Mouth
Website
PaidContent
LoyaltyPrograms
Enquiry
Counters
Ticketing Counters
AgentsWeb PortalMobile App
AutoPopulate
Self Service Features
E-Catering
Twitter
Feeds
INSIGHT
INFLUENCE
EXPERIANCE
VALUELIFECYCLE
139Enquiry
Service
IntegratedSocialMediaPlatform
TrainAvailabilityInfo
3rd Party
Sites
Tour
Package
s
Wi-FienabledStations
eTickets/m-Tickets
RailDisplayNetwork
Railway Budget
App
Store
SEO
MobileApp
PaymentGateway
Email Marketing
OnDemandInfo
Arrival/Departure
OnDemandInfo
Arrival/Departure
Wi-FienabledStations
eTickets/m-Tickets
RailDisplayNetworK

29. DISRUPTIVE DIGITAL : THE NEW NORMALDISRUPTIVE DIGITAL : THE NEW NORMAL
“Surviving this Hyper-Competitive World
is difficult but not impossible”
DISRUPTIVE MINDSET IS THE NEW NORMAL

30. DISRUPTIVE DIGITAL : THE NEW NORMAL
Thank you