Digital TransformationIdeas for today and tomorrowSugnyan Bettadapura

© TechTalks, 2017

© TechTalks, 2017

Transformation ….

Transformation …(or Metamorphosis ?) It’s in the DNA of a butterfly

© TechTalks, 2017

Digital Transformation (or Fragmentation ?) Probably NOT in the human DNA

© TechTalks, 2017

Why should an Organization transform ?

© TechTalks, 2017

How to transform ? (Digital transformation framework …)

© TechTalks, 2017

We don’t have to worry much about where do we start from ….

© TechTalks, 2017

1. Improve Customer Experience

2. Improve Operational Processes

3. Changes to Business Model

© TechTalks, 2017

Customer

Journey

Transforming Customer Experience

>50 % of customer interactions happen during a multi-event, multi- channel journey

Think from Customer’s point of view

An event that marks the defining experience of key life-cycles of a

customerTypically multi-touch, multi-

channel and cross-functional

A Journey led transformational thinking over traditional touchpoint

approach

© TechTalks, 2017

Implicit Personalization (DBS Bank based on time of the day )

© TechTalks, 2017

Behavioral Personalization (Bloomberg based on referral source)

© TechTalks, 2017

Journey led transformational thinking .... Alex & Maria want to feel secure in their cozy

little den…

© TechTalks, 2017

1. Improve Customer Experience

2. Improve Operational Processes

3. Changes to Business Model

© TechTalks, 2017

Digital Transformation is People first … technology second!!

© TechTalks, 2017

PeopleJourne

y

Transforming People

Successful Digital transformation needs to be driven from the top

Individuals and teams have Autonomy to take decisions …No Whining approval

processes

Absolute Trust in the decisions taken by team from the Leadership

People understand the Vision, purpose and values clearly

Allow failures.. Innovation is trying new things with a risk

© TechTalks, 2017

8 Wastes in a typical operational process (the lean sigma way..)

© TechTalks, 2017

1. Improve Customer Experience

2. Improve Operational Processes

3. Changes to Business Model

© TechTalks, 2017

Case Study: USPS - Snail Mail to Informed Delivery ….

© TechTalks, 2017

Case Study: COOP – Grocery store with Microsoft Kinect devices

© TechTalks, 2017

Recap -Digital transformation framework …

© TechTalks, 2017

Building

blocks

The binding force to transform organizations digitally …

Digital capabilities cut across all three pillars. They are a fundamental building blocks for transformation in customer experience, operational processes, and business models

Unified front to back processes

Analytics capabilities

Agile solution delivery

Business and IT collaboration

© TechTalks, 2017

Usage of Digital technologies …. Some number crunching

© TechTalks, 2017

5 Stages of Digital maturity… (No big bang approach)

© TechTalks, 2017

Challenges facing Digital transformation

Changing company culture

Thinking beyond “Campaign

mentality” in digital strategy

efforts

Inter department co-operation and

team silos

Skills crunchUnable to

understand the New-age customer

© TechTalks, 2017

A Quick starter guide

© TechTalks, 2017

Key message

© TechTalks, 2017

On a lighter note ….

© TechTalks, 2017

Digitally TransformedIdeas for today and tomorrow