digital dim sum
DESCRIPTION
From Social and Mobile, to Big Data and Cloud Computing - we have created value driven and hyper informed customers. Now its time to deliver on the customer experience they expect. The right information, the right time, and the right place. This talk discusses examples and the process by which companies are making their digital transformation.TRANSCRIPT
2
Definition Dim Sum = to touch your heart
Digital = customer experience + business efficiency + new business models
3
Examples
4
Etiquette Steamed
Exotic
Fried
Dessert
= Burberry Kiss
= Retail Theater
= Single Customer View
= My Burberry Closet*
5
Etiquette Steamed
Exotic
Fried
Dessert
= Status App
= Network on Demand
= Single Customer View
= Network Recommender
6
Leveraging Digital
Se#ng the Baseline
Service & Support
Overall
Sales
% Digital = Digital Touches
Digital + Non-‐Digital Touches
* Calculated based on January 2014 data
Defining the Digital Scorecard*
Digital Touch • Transac@on w/an ar@fact • Transac@on that changes
an account • Direct and indirect/API
based transac@ons
Non-‐Digital Touch • Rep-‐assisted transac@ons
(change acct) • Rep-‐assisted interac@ons
are included (info only)
*Reference example only
7
Leaders outperform peers across industries Digital Maturity varies by industry
Digital capabiliAes
Leadership capabiliAes to drive digital transformaAon (vision, governance, engagement)
Leaders
ConservaAves Beginners
Experimenters
+6% +9%
-‐4% -‐10%
-‐11%
-‐24%
+26%
+9%
Revenue Growth
Profitability Revenue Growth
Profitability
Revenue Growth
Profitability Revenue Growth
Profitability
Leaders
ConservaAves Beginners
Experimenters
Telecom
Travel & Hospitality
High Technology
Banking
Retail
PharmaceuAcals
Consumer Goods
Insurance
UAliAes
TransformaAon Management Intensity
Digital Inten
sity
TransformaAon Management Intensity
Source: Adapted from Cap Gemini & MIT Center for Digital Business study: The Digital Advantage: How digital leaders outperform their peers in every industry (2014)
Digital Inten
sity
Digital Advantage
