Rethink and Realign for Digital Transformation Success

1. Rethink and Realign for Digital Transformation Success facebook.com/perficient twitter.com/PRFT_Transformlinkedin.com/company/perficient #PerficientDigital

2. 2#PerficientDigital Perficient is a leading technology and management consulting firm serving Global 2000 and enterprise clients throughout North America. We deliver digital experience, business optimization and industry solutions that enable clients to improve productivity and competitiveness; strengthen relationships with customers, suppliers, and partners; and reduce costs. ABOUT PERFICIENT

3. 3#PerficientDigital PERFICIENT PROFILE Founded in 1997 Public, NASDAQ: PRFT 2014 revenue $456.7 million Major market locations: Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis, New York City, Northern California, Oxford (UK), Southern California, St. Louis, Toronto Global delivery centers in China and India >2,600 colleagues Dedicated solution practices ~90% repeat business rate Alliance partnerships with major technology vendors Multiple vendor/industry technology and growth awards

4. 4#PerficientDigital INDUSTRIES Healthcare Financial Services Life Sciences Retail & Consumer Goods Automotive & Transportation High Tech Telecom Energy & Utilities Manufacturing Media & Entertainment INTEGRATION Integration Frameworks Cloud Architecture Reference Architecture Application Integration Enterprise Application Integration Service Oriented Architecture Process & Content Integration Business Process Management Complex Event Processing Rules Engines DATA & CONTENT Business Analytics Business Intelligence Predictive Analytics Reporting Structured Data Management Data Integration, Quality & Governance Enterprise Data Warehouse Master Data Management Product & Information Mgmt Unstructured Data Management Big Data Content Intelligence Content Management Enterprise Search CUSTOMER EXPERIENCE Customer 360 Multi Channel Enablement Relationship Management Social Engagement Commerce Marketing Strategy Implementation Order Management Supply Chain Management Service & Support Managed Hosting Sales & Service Support Customer Service, Sales Force Automation Experience Design Strategic Roadmaps & Envision Workshops User Research & Metrics Analysis Creative & Interaction Design Custom & Responsive UI Development Digital Marketing Search Engine Marketing Online Advertising Content Strategy Conversion Optimization Management Consulting OUR SOLUTIONS PORTFOLIO PORTAL Portal Frameworks Search Security Web Analytics Web Content Management Social & Collaboration Mobility Experience Design BUSINESS OPERATIONS Corporate Performance Management Budgeting, Forecasting & Planning Business Analysis & Predictive Analytics Enterprise Business Solutions Oracle EBS Vertex Tax Solutions Human Resource Solutions Employee Portals Human Resource Management Talent Management Enterprise Social Platforms Social Strategy Lync Unified Communications Office 365 Management Consulting

5. 5#PerficientDigital PRESENTERS Nigel Fenwick Vice President, Principal Analyst Forrester Research Blog: http://bit.ly/nigelblog @NigelFenwick Michael Porter Managing Principal Perficient Michael.Porter@perficient.com @porterondigital David Stallsmith Director, Customer Experience & Digital Transformation Perficient David.Stallsmith@perficient.com

6. 6#PerficientDigital DISCUSSION ITEMS Source: Wikimedia Commons, Erik Strandberg • Crafting a vision that works for your company • Understanding where you are on your journey • Making the business case for digital transformation • Using digital transformation strategy and vision to drive tactical initiatives • Uncovering and managing technology gaps

7. 7#PerficientDigital Crafting a vision that works for your company

8. New digital experiences drive changes in expectations

10. 10© 2014 Forrester Research, Inc. Reproduction Prohibited Inside-out Outside-in Capabilities Processes Technologies Resources Journeys Contexts Touchpoints Personas Service Customer objectives . . . with an outside-in, customer value perspective

12. © 2015 Forrester Research, Inc. Reproduction Prohibited 12 Digital services form dynamic ecosystems of value that represent the real world Source: Forrester: March 2015 – “How To Craft A Better Digital Vision”

13. © 2015 Forrester Research, Inc. Reproduction Prohibited 13 People create their dynamic ecosystem of value to satisfy their desires Source: Forrester: March 2015 – “How To Craft A Better Digital Vision”

14. © 2015 Forrester Research, Inc. Reproduction Prohibited 14 Sephora acquired digital innovator Scentsa Create value through experiences & outcomes Julie Bornstein, CMO Sephora “Everyone wants to do something digital, but we think we really figured out how to use digital to create value for the consumer.” Source: Forrester: March 2015 – “How To Craft A Better Digital Vision”

15. © 2015 Forrester Research, Inc. Reproduction Prohibited 15 Your digital vision must … ›Focus on customer: How will we create value for customers in the future? ›Inspire employees: How must our business change? ›Paint a picture of future success: What will our business look like in the future?

16. 16#PerficientDigital Understanding where you are on your Journey

17. © 2015 Forrester Research, Inc. Reproduction Prohibited 17 Source: Forrester: March 2015 “Digital Predator Or Prey” Assess your starting point © 2015 Forrester Research, Inc. Reproduction Prohibited Digital Prey Digital Operators Digital Predator Digital Connectors

18. © 2015 Forrester Research, Inc. Reproduction Prohibited 18 Business Technology (BT): The systems, technologies, and processes to win, serve, and retain customers. Source: Forrester: March 2014 “Unleash your Digital Business”

20. 20#PerficientDigital TRANSFORMATION STRATEGY PROCESS Context & Capability Insights Vision & Goals Strategy & Experience Modeling Road Map & Execution Planning 1 2 3 4 • Gather insights • Size up capabilities • Analyze gaps and opportunities • Frame challenges and objectives • Develop digital vision and high level goals • Identify key initiatives • Define technical and operational requirements • Develop business case for investment • Prioritize initiatives based on effort and impact Execution & Optimization

21. 21#PerficientDigital CREATE customer experiences customer insight strategy design process A CXIQ MATURITY ASSESSMENT

22. 22#PerficientDigital operations enabling technologies A CXIQ MATURITY ASSESSMENT DELIVER customer experiences measurement customer insight strategy design process

23. 23#PerficientDigital operations enabling technologies A CXIQ MATURITY ASSESSMENT CREATE, DELIVER & SUSTAIN customer experiences measurement customer insight strategy design process culture

24. 24#PerficientDigital • Dives deep into an organization’s digital operations • Assesses all gaps or barriers to business agility • Focuses on a wide range of technologies: - Cloud - Integration - BPM - CRM - WCM/Digital Experience - Marketing Automation - Big Data - Predictive Analytics - Web Analytics - Mobile • Uses a protocol defined by many Perficient experts DEEPER TECHNICAL ASSESSMENT

25. 25#PerficientDigital Making the business case for digital transformation

31. © 2015 Forrester Research, Inc. Reproduction Prohibited 31 Metrics of success › Rate of new customer acquisition › Average lifetime value of customers › Customer attrition rate › Customer experience index score › Brand sentiment analysis / brand value › Net change in sales (not just digital channels)

32. 32#PerficientDigital CX ADAPTERS REAP BENEFITS Source: Gartner Research, “Leading on the Edge of Chaos”, 2013, Emmet Murphy and Mark Murphy) 60 Companies that prioritize customer experience generate 60% higher profits than competitors

33. 33#PerficientDigital CX ADAPTERS REAP BENEFITS Increase in Company Value = Increase in Customer Retention 10 Source: Bain & Company Study % 30%

34. 34#PerficientDigital Using digital transformation strategy and vision to drive tactical initiatives

38. © 2015 Forrester Research, Inc. Reproduction Prohibited 38 Source: http://support.nest.com/article/What-is-Rush-Hour-Rewards Digitize inside your customer’s ecosystem of value Source: Forrester: March 2015 – “How To Craft A Better Digital Vision”

39. Scale experience through trusted machines

41. 41#PerficientDigital Experience Strategy & Design Implementation Road Maps & Platform Selection Industry Expertise Operational Alignment CROSS-DISCIPLINARY APPROACH

42. 42#PerficientDigital 1 Strategy 2 Execution 3 Optimization BIG PICTURE Operations Customer Experiences • Assessments • Customer Journeys • Vision & Goals • Change Program Planning • Road Maps • Business Requirements • User Interface Design • Prototyping • Front End Development • Concept Development • Cloud • Big Data • Cultural Change • Integration & APIs • Commerce • Campaign Managemen t • CRM • Mobile • Support Net • Digital Marketing Operations • Cloud Hosting • Web Analytics • Site Hosting & Support • Usability Testing • Information Architecture • User Research • Web Analytic s • Strategy Development • A/B Testing

43. 43#PerficientDigital Uncovering and managing technology gaps

44. © 2015 Forrester Research, Inc. Reproduction Prohibited 44 Uncover gaps that create sub-standard experiences and outcomes Journey Experience touch points Discover Get Support Buy Use Evaluate Digital/Phone/Inperson Systemsofengagement Middleware Systemsofrecord Supporting Technology Stack

45. 45#PerficientDigital Self-service Problem Resolution Product Discovery Purchase JOURNEY MAPPING DRIVES INSIGHT ORGANIZATIONAL SILOS TYPES OF JOURNEYS In-storeOnlineProduct SupportMarketing Source: McKinsey & Co, 2013

46. 46#PerficientDigital • Visual representation of user journeys across brand touch points • Enabled a large intercity bus company to better understand how their customers engage with the company, brand, partners and staff • Identifies opportunities for improvement EXPERIENCE MAPPING

47. 47#PerficientDigital Self-service Problem Resolution Product Discovery Purchase JOURNEY MAPPING = INSIGHT ORGANIZATIONAL SILOS TYPES OF JOURNEYS In-storeOnlineProduct SupportMarketing Source: McKinsey & Co, 2013

48. 48#PerficientDigital QUESTIONS? Please submit your questions in the chat box

49. 49#PerficientDigital FOLLOW US ONLINE • Perficient.com/SocialMedia • Facebook.com/Perficient • Twitter.com/PRFT_Transform • Blogs.perficient.com/digitaltransformation/ Registration Coming Soon… Enabling a Personalized Consumer Experience with Data Thursday, August 20 | 1:00 PM CT

50. 50#PerficientDigital DOWNLOAD YOUR GUIDE TODAY http://www2.perficient.com/DT-Success DIGITAL TRANSFORMATION PART ONE: LAYING THE GROUNDWORK FOR SUCCESS

Rethink and Realign for Digital Transformation Success

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