Facilitating The Complex Digital Transformation Journey ... Digital starter Digital Transformation Digital

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  • © 2019 TM Forum | 1

    GM Digital Convergence, STC Channels Abdulaziz Al-Shamsan

    Facilitating The Complex Digital Transformation Journey With The Right Partners

  • © 2019 TM Forum | 2

    Introduction

  • © 2019 TM Forum | 3© 2018 TM Forum | 3

    It’s all about Customers.. Being Customer-centric is The Key

  • © 2019 TM Forum | 4

    Customer Experience

    Front Office

    Middle Office Back Office

    Sources: https://home.kpmg.com/content/dam/kpmg/uk/pdf/2017/09/digital_transformation_guide_2017.pdf

    How it all works together

    https://home.kpmg.com/content/dam/kpmg/uk/pdf/2017/09/digital_transformation_guide_2017.pdf

  • © 2019 TM Forum | 5

    DIG as business framework

    Discover – Innovate - Grow

    People Discovery Business Discovery Customers Discovery

  • © 2019 TM Forum | 6

    Business Assets

    Business Activities/ Functions

    Business Processes

    People Empowerment

    Partnerships / Ecosystems

    Business Models

    Business Ecosystems

    Organization al Culture

    3 Core Capabilities To successfully navigate digital

    transformation and protect against digital disruption, all

    organizations need to develop three core capabilities

    (Professor Michael Wade)

    1 Hyperawareness

    2 Informed decision-making

    3 Fast execution

    Developing core capabilities across various business areas

    Sources: http://customerthink.com/how-customer-centric-digital-transformation-is-doing-wonders https://www.i-scoop.eu/digital-transformation

    Innovate & Leverage The New Technology

    http://customerthink.com/how-customer-centric-digital-transformation-is-doing-wonders https://www.i-scoop.eu/digital-transformation

  • © 2019 TM Forum | 7

    Digital Transformation: Three Phases of the Digital Maturity Model

    Sources: https://strategymeetsaction.com/our-research/digital-transformation-in-insurance-discovering-pathway-to-digital-maturity/

    Digital Experience

    Operational Experience INTERNAL

    Digital Assets

    Digital Transform

    ation

    C u

    st o

    m er

    E xp

    er ie

    n ce

    E X

    TE R

    N A

    L

    From assets to experience to transformation

    https://strategymeetsaction.com/our-research/digital-transformation-in-insurance-discovering-pathway-to-digital-maturity/

  • © 2019 TM Forum | 8

    Digital Transformation: Core Elements of Digital Transformation

    Sources: http://www.bithgroup.com/news/2018/5/22/business-digital-culture-evolving

    Customer Understanding

    Customer Touch Points

    Digitally Modified Business

    Top-Line Growth

    Performance Management

    Process Digitization

    DIGITAL TRANSFORMATION

    Core elements of digital transformation

    http://www.bithgroup.com/news/2018/5/22/business-digital-culture-evolving

  • © 2019 TM Forum | 9 Sources: https://hackernoon.com/why-choosing-a-strategic-partner-is-your-best-bet-for-digital-transformation-success-2373fd436f3

    Digital Transformation

    Transformed Products

    Optimized Operations

    Engaged Customers

    Empowered Employees

    Key drivers of digital transformation

    https://hackernoon.com/why-choosing-a-strategic-partner-is-your-best-bet-for-digital-transformation-success-2373fd436f3

  • © 2019 TM Forum | 10 Sources: https://futurumresearch.com/key-stats-2018-digital-transformation-index

    Company Relationship with

    technology is average

    Customer service, IT, and marketing departments are

    ahead

    Organizations have a dedicated team

    Organizations engaged in partnership

    76.6% CRM, IT,

    Marketing 40% 30%

    Key stats from digital transformation index

    https://futurumresearch.com/key-stats-2018-digital-transformation-index

  • © 2019 TM Forum | 11 Sources: https://www.marketingcharts.com/customer-centric/analytics-automated-and-martech-106654

    53%

    52%

    51%

    49%

    Better Content Recognition and

    Recommendations

    Increase in Sales Increase in Customer Retention

    Successful New Product Launches

    Benefits of digital transformation

    https://www.marketingcharts.com/customer-centric/analytics-automated-and-martech-106654

  • © 2019 TM Forum | 12 Sources: https://wso2.com/whitepapers/devices-at-the-forefront-of-your-digital-transformation-journey/

    Devices And Gadgets Are Interconnected

    https://wso2.com/whitepapers/devices-at-the-forefront-of-your-digital-transformation-journey/

  • © 2019 TM Forum | 13 Sources: https://www.forbes.com/sites/forbestechcouncil/2018/01/24/a-customer-centric-approach-must-drive-digital-transformation

    https://www.cbronline.com/mobility/security/despite-security-concerns-majority-of-executives-committed-to-digital-business-310816-4993169

    15%

    72%

    Companies have the ability to build and leverage a digital business model

    It's important for an organization to implement a digital business model

    Digital Business Model

    Gap between realization and skill set

    https://www.forbes.com/sites/forbestechcouncil/2018/01/24/a-customer-centric-approach-must-drive-digital-transformation https://www.cbronline.com/mobility/security/despite-security-concerns-majority-of-executives-committed-to-digital-business-310816-4993169

  • © 2019 TM Forum | 14 Sources: http://www.technologyrecord.com/Article/successful-digital-transformation-partnerships-are-led-from-both-sides-72655

    https://go.forrester.com/blogs/accelerate-your-culture-practices-for-digital-transformation

    Beginner Intermediate Advanced

    Digital starter Digital Transformation Digital Disruption

    Digital leaders seed culture changes – rewarding innovation and changing metrics to measure customer outcomes, measure employees on collaboration, and celebrate early digital success.

    Digital leader build an outside- in customer-obsessed culture, with enterprise wide collaboration and a strong focus on customer outcomes. A durable innovation culture is reinforced.

    Digital leader ensure that digital is part of the DNA – everyone’s job – with inherent customer advocacy. Collaborative by default, inside and out, partnership drive ecosystem-based business models.

    Digital transformation partnerships can fill the gap

    http://www.technologyrecord.com/Article/successful-digital-transformation-partnerships-are-led-from-both-sides-72655 https://go.forrester.com/blogs/accelerate-your-culture-practices-for-digital-transformation

  • © 2019 TM Forum | 15 Sources: https://www.manchesterdigital.com/why-perfect-partnership-could-make-your-digital-transformation-success

    Successful Partnership Will Help you…

    Evaluate current digital standpoint

    1

    Articulate what you want to achieve

    2

    Create a roadmap for change

    3

    Identify skills requirements within your own teams

    4

    https://www.manchesterdigital.com/why-perfect-partnership-could-make-your-digital-transformation-success

  • © 2019 TM Forum | 16 Sources: https://www.appian.com/partners/

    Strategic Consultancy

    Delivery and implementation

    from certified professionals

    Optimum selection of

    software packages and IT

    services

    Training of end users

    Business process reengineering

    Transforming the legacy data to

    the requirements of the new systems

    What is expected in partnership?

    https://www.appian.com/partners/

  • © 2019 TM Forum | 17 Sources: https://www.itsma.com/so-you-want-to-be-the-digital-transformation-partner-of-choice/

    Keys to be a good digital transformation partner

    https://www.itsma.com/so-you-want-to-be-the-digital-transformation-partner-of-choice/

  • © 2019 TM Forum | 18

    Sources: https://explore.emtecinc.com/blog/6-tips-for-selecting-a-digital-transformation-partner

    https://www.pds.group/Consulting/Digital-Transformation

    Domain Experts

    Technology Enthusiasts

    Data & Analytics Masters

    Software Development

    Gurus

    ▪ Cloud Computing ▪ Artificial Intelligence ▪ Mobile Platforms ▪ Internet Of Things ▪ Machine Learning ▪ Workflow Automation

    ▪ SCRUM & Agile Masters ▪ Software Developers ▪ QA & Test Engineers ▪ Software Architects ▪ UX/UI Designers ▪ Trainers

    ▪ Business Consultants ▪ Domain Scientists ▪ Industry Analysts ▪ Production Engineers ▪ Project Managers

    ▪ Data Scientists ▪ Knowledge Management Engineers ▪ Predictive Analytics Experts ▪ Statisticians ▪ Big Data Architects, Analysts & Engineers

    Factors to consider in selecting a partner

    https://explore.emtecinc.com/blog/6-tips-for-selecting-a-digital-transformation-partner https://www.pds.group/Consulting/Digital-Transformation

  • © 2019 TM Forum | 19

    Sources: https://www.forbes.com/sites/louiscolumbus/2018/04/22/the-state-of-digital-business-transformation-2018

    Domain Experts

    Technology Enthusiasts

    Data & Analytics Masters

    Software Development

    Gurus

    55%

    38