digital transformation how to get c level commitment and bottom up adoption- kpn
Post on 13-Jan-2017
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Digital transformationstarts with Crowdsource your transformation
Jackelien Veldstra Director Digital Transformation KPN
YOU!
My personal transformation
Time
Tech
nic
al e
volu
tio
n
Transformation
Transformation
Transformation
Our challenge Our challenge
Keep up with the rapidly changing customer needs
Customer centric thinking and
a digital and data savvy workforce
Shorten deliverytime and innovation
to customers
Without ambition and vision…
...you are inno man’s land
...you are inno man’s land
Our ambition andvision
Dig
ital
Cu
sto
mer
Exc
elle
nce
(D
CX)
Digital Operational Excellence (DOX)
Digital ConnectorDigitizing
touchpoints
Digital Master2020
Digital Dinosaur2014
Digital OperatorDigitizingemployees
It’s a balancing act between…
Customer People Process
Digital CX • Omnichannel
• � Identity
• � customer view
• Selfcare
• Apps
Digital craftmanship
• Acquire & retain digital talent
• Digital & data experiences,
training & tools
• Creating new revenue streams
Digital operational
excellence• Digitize core
portfolio& processes
• Open source
• Shift from off to online
6 STEPS TO BOOST DIGITAL CRAFTMANSHIP
�. Determine the ambition of the digitization
⇥. Create a digital environment
⇤. Spot, attract and nurture digital talent
⌅. Provide a learning program
⇧. Build digital-data communities
⌃. Facilitate digital playgrounds
‘This is your world, shape it or someone else will’
Gary Lew
4 essentialsfor today’s and future talents
4 essentialsfor today’s and future talents
Think Customer
Centric
Develop Data
Driven
Digitize Customer
Value
ActAdaptive &
Iterative
“I think reversed, outside-in, to create
raving fans.”
“I think reversed, outside-in, to create
raving fans.”
“Data insights are my precious to
create awesome customer
experiences.”
“Data insights are my precious to
create awesome customer
experiences.”
“Our customers demand digital
experiences. That’s why I develop digital-first.”
“Our customers demand digital
experiences. That’s why I develop digital-first.”
“I dream big but act small to launch,
learn & adapt fast – to be an
intrapreneur.”
“I dream big but act small to launch,
learn & adapt fast – to be an
intrapreneur.”
Bottom up and top down‘everyone needs to step in…
…who is gettingwet first?’
…who is gettingwet first?’
CrowdsourcingExpert skills & mindset
C-level
Management
Employees
Data Digital Basics
Sales
NewBusiness
Brands &Marketing
Products
CustomerService
CustomerExperience
Data &Analytics
Hubs
Virtual hubs are small teams that laser-focused accelerate the digital transformation
EducationHub
Change Hubto accelerate
the data-digitaltransformation
ChampionsHub
PartnerHub
VisionHub
Expert Hubper
department
Expert Hubcross
department
‘Essential to make stakeholder mappings’
Work on quality of relationships
Confederates Allies
Fence-sitters
Adversaries Opposers
High
High
Low
Low
Deg
ree
of
alig
nm
ent
Quality of relationship
Ad
apted
from
Peter Block, Th
e Emp
ow
ered M
anag
er (�⌅⇤⇥)
Digital transformationstarts with
YOU! YOU!Nobody said it’s easy…so make sure you manage frustrations and keep on going!
It’s never too late…
The ingredients
ADHDlike
energy
Developthe � essential
talents
Changeyour own
fundamentals
Crowdsource change
ambassadors
Focus on relationships& short term
results
Let technology facilitating
you
Questions?
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