Bill James, Chairman at Transform, was invited to speak at an event at BBC Centre, hosted by IIBA UK with BBC Academy. He outlined some the challenges organisations typically face in keeping up with the rapidly evolving expectations of the customer whilst delivering on commercial priorities. With the aid of some of Transform's research in this area, an illustrative framework derived from that framework, and with reference to some case studies he talked through the need to balance key areas of the digital ecosystem: Strategy | Culture | Technology | Customers | Channels.

1. Digital transformation & the customer
Bill James
IIBA UK - 9thJuly 2015

2. 2
About Transform
Digital & omni-channel consultancy,
working with clients to deliver customer-
centred change for commercial benefit
Bringing together experts with cross-
sector expertise
Innovation, creativity and rigour, to
define, design and deliver services
relevant to a rapidly changing world

3. 3
Digital (or) omni-channel

4. 4
Digital (or) omni-channel

5. 5
Customer centred

6. 6
Customer centred

7. 7
Working with clients
Easy to Say, Hard to Do
Strategy into action

8. 8
Working with clients
Easy to Say, Hard to Do
Strategy into action
Detailed Business Case
VISION
STRATEGIC PRIORITIES &
HIGH LEVEL BUSINESS CASE
EXPERIENCES & PROPOSITIONS
CAPABILITIES
GOALS,
OBJECTIVES &
PRINCIPLES
Delivery Roadmap

9. 9
Plan to deliver

10. 10
Plan to deliver

11. 11
Lead the transformation

12. 12
Ensure clarity of vision and outcomes
Plan for staff engagement
Co-create ideas to deliver change
Evaluate, build & refine ideas
Determine critical enablers
Build transformation plan
Facilitate & monitor progress
Lead the transformation

13. 13
Build ongoing insight

14. 14
Build ongoing insight

15. Thank You
bill.james@transformuk.com