The Qualified Self Digital Transformation
Prof. Lee SCHLENKER
- Preliminary Draft -
Prof. L. SCHLENKERDecember 1st 2014
How can you use enterprise technologies for self-
improvement?
Agenda
I. The New World of WorkII. The Customer JourneyIII. Digital WorkspacesIV. Market metaphores
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
The Key Question
Partners
Stockholders
Clients
Employees
How can the social business enhance organizational productivity?
Social Business strategies help us understand the motivations, experience and objectives of the internal and external clients of the organization
Challenges ApplicationsNetworksIntroduction
©2013 L. SCHLENKER
The Answer(s)
Focus Improve Knowledge Leverage Measure
CRM Processes Explicit Transactions Efficiency
Social CRM Relationships Implicit Message Effectiveness
SNA Informal networks
Emerging Interactions Innovation
Transformation Places Layered Ideas Agility
Challenges ApplicationsNetworksIntroduction
What are the three major building blocks that are digitally transforming the customer experience? Can you give an example of each? Which examples do the authors give of transforming internal processes through process digitization? The article also suggests that digital strategies can transform corporate business models. What exactly is a business model and how can it be improved digitally? The authors argue that digital transformation requires strong leadership to drive change. Which level of leaders are they referring, and on what do they need to focus?
The Nine Elements of Digital Transformation
Let’s CHAT
Intro Modeling ConstructionPerception
The New World of Work
Intro Modeling ConstructionPerception
Economic transformation: The transformation from a manufacturing-based economy to a services-based economy now underway throughout the developed world will accelerate.
One World of Business. Political and economic dynamics are forging a single global market, a global workforce, global customers, partners, and suppliers.
Always On, Always Connected. The challenges of the “always on, always connected” world will be converting information into insights; managing time and staying focused on high priority tasks
Competing for Talent in a Shrinking Workforce: Because demographics show an aging, shrinking workforce in most of the developed world over the next 50 years, maximizing the productivity of the workers that are available is critical.
©2013 L. SCHLENKER
Transformation
Limited
Pervasive
Time
Deg
ree
of e
cono
mic
impa
ct
Digital distributionand web strategy• Web strategy ande-commerce)• Creating efficiencythrough webstrategy (e.g.Government)
Digital transformation
• Mobile revolution• Social media• “Hyper digitization”• Power of the cloud and
crowd• Downstream & upstream
innovation• Organize without an
organization• New “currencies”• Internet of things• Analytics
2000sLate 1990s 2010s
Digital products (e.g., music,entertainment)
Digital distributionand web strategy• Web strategy ande-commerce• Creating efficiencythrough webstrategy
Digital transformationMobile revolution“Hyper digitization” Social mediaPower of the cloud and crowdDownstream & upstream innovationOrganize without an organizationNew “currencies”Internet of things Analytics
Intro Modeling ConstructionPerception
What meaning do we attach to the data?
Frame
Cloud
Figure (s)
Oracle
Antonello da Messina
Intro Modeling ConstuctionPerception
©2013 L. SCHLENKER
Sam Marshall, ClearBox
The Digital Workspace
Intro Modeling ConstructionPerception
Work (productivity)
• Harder, better, faster…• Mechanized productivity• Knowledge productivity• Continuous Productivity
Steven Sinofsky
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
© Inforcentric Research, 2013
• a demarcation line between an Intranet and the Digital Workplace at the point where more specific work support is offered
• the stages are not defined by which functions are offered, but rather by how far the respective support offered goes
• this model tries to give a first impression about the changing composition of the technology portfolio required in each stage.
http://intranet-matters.de/resources/intranet-maturity-models/
Digital intermediation
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
Services rather than software
Deloitte The digital workplace: Think, share, do
©2013 L. SCHLENKER
Communication and Business IntelligenceCollaboration and CommunityServices and WorkflowStructure and CoherenceMobility and FlexibilityStrategic Alignment and ManagementOrganisational Readiness
© Digital Workplace Forum, 2013
Real time collaboration
Intro Modeling ConstructionPerception
The Customer Journey
• What uniquely defines the persona of our customers?
• What is different about their customer journey?
• What are the touch points they frequent, how do they use them, and with what devices?
• What are their expectations, what do they value, and how do they define success?• How are they influenced, and by whom? How and whom do they in turn influence?
©2013 L. SCHLENKER
Focusing on perceptions
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
• Focusing on the evolution of people in the context of a Digital Workplace
(c) Philipp Rosenthal 2013 (@for_desire_it)
Everything is connected
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
© 2011 MIT Center for Digital Business and Capgemini Consulting
The building blocks
Intro Modeling ConstuctionPerception
The Experience Economy
"Experience is knowledge, everything else is information"-- Albert Einstein
• Service economy – value comes from services embedded in the product
• Pine and Gilmore argued that differentiation today comes from creating “experiences”
• Starbucks, Michelin, Hermès, Apple• Companies provide “stages”,
managers are “actors”, customers are active “spectators”
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
© 2011 MIT Center for Digital Business and Capgemini Consulting
The New World of Work
Intro Modeling ConstuctionPerception
Technologies
Information• Data• Content• Knowledge
Infrastructure• Software• Applications• Platforms
Interfaces• One Tier• Three Tier• Connected
@2014 L. SCHLENKER
Processes
Physical• Transform• Supply chain• Availability
Digital• Communicat
e• Information
flows• Pertinence
Financial• Monetize• Financial
flow• Effeciency
@2014 L. SCHLENKER
People
Experience• Customer• Employee• Partner
Analytics• Automation• Optimization• Personalizat
ion
Perspective• Cause - Effect• Cause -
Cause• Effect - Effect
@2014 L. SCHLENKER
©2013 L. SCHLENKER
Customer UnderstandingCompanies are starting to take advantage of previous investments in systems to gain an in-depth understanding of specific geographies and market segments
Top-Line GrowthCompanies are using technology to enhance in-person sales conversations.
Customer Touch PointsCustomer service can be enhanced significantly by digital initiatives
The Customer Experience
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
Process DigitizationAutomation can enable companies to refocus their people on more strategic tasks
Worker EnablementIndividual-level work has, in essence, been virtualized — separating the work process from the location of the work
Performance ManagementTransactional systems give executives deeper insights into products, regions and customers, allowing decisions to be made on real data and not on assumptions
Transforming Operational Processes
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
• Improve your understanding of the customer demand
• Improve the quality of the organizational response
• Improve the organization’s ability to measure the added value
The Sales process
Deloitte The digital workplace: Think, share, do
©2013 L. SCHLENKER
Digitally Modified BusinessesFinding ways to augment physical with digital offerings and to use digital to share content across organizational silos
New Digital BusinessesCompanies are also introducing digital products that complement traditional products
Digital GlobalizationCompanies are increasingly transforming from multinational to truly global operations
Transforming Business Models
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
Moshi Monsters ?
The workplace
• Cecile Balmond – Informal• (Work) spaces aren’t bound by
technology but by vision• Rules aren’t boundaries, just
considerations• Vision, actors, events,
outcomes, gateways
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
The Market Square
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
The Market Town
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
The Supermarket
Intro Modeling ConstructionPerception
©2013 L. SCHLENKER
The Mall
Intro Modeling ConstructionPerception