DELIVERING

DIGITAL

TRANSFORMATION CAPABILITY AND GROWTH

@TiffanyStJames

@wetransmute

WHAT IS DIGITAL TRANSFORMATION?

Digital First Fundamental

@wetransmute #T10expo

Digital services so good people prefer to use them

5 DIALS OF TRANSFORMATION

Vision

Strategy

Business

Model

Product

Operations

People

Customer

Experience

Culture

@wetransmute #T10expo

#1 TRANSFORM YOUR BUSINESS MODEL

@wetransmute #T10expo

Digital Modified Business, New Businesses, Globalisation

#2 TRANSFORM YOUR PRODUCT

@wetransmute #T10expo

Digital Modified Products, New Products

#3 TRANSFORM OPERATIONAL PROCESSES

@wetransmute #T10expo

Process Digitisation, Worker Enablement, Performance Management

#4 TRANSFORM YOUR PEOPLE

@wetransmute #T10expo

Culture of Excellence, Recruit on Aptitude, Digital Skills Intervention

#5 TRANSFORM CUSTOMER EXPERIENCE

@wetransmute #T10expo

Customer Understanding, Top-line Growth, Customer Touchpoints

4

VITAL SUCCESS

FACTORS

LEADERSHIP

@wetransmute #T10expo

VISION AND STRATEGY

@wetransmute #T10expo

PERMISSION TO BREAK STUFF

@wetransmute #T10expo

CULTURE: PHYSICAL ENVIRONMENT

@wetransmute #T10expo

3

STRATEGIES TO

IMPLEMENT

Current KPIs

Org Data Strategy

Business Objectives

• Benchmark • Best Practice

• What works

• Current social footprint

Your Business

Competition

Similar Industry

Other Industries

What digital and

social media

CAN deliver for

the business

What digital and

social media IS

delivering for you,

for your competitors,

and industry

What people and

tech capabilities

DO you have?

ENVIRONMENTAL ANALYSIS

@wetransmute #T10expo

Pre-contemplation

Contemplation

Preparation

Action Maintenance

Raise

awareness

Combat

disengagement

Increase

relevance

Provide

solutions

Facilitate

action

Reinforce

Maintain

Generate

advocacy

Peer feedback

WHAT ACTION DO YOU WANT PEOPLE TO DO?

@wetransmute #T10expo

S

Social Business Capability Model

Strategy

Exploratory Practical Embedded

Governance

PR

Business

Intelligence

Customer

Service

HR

Direct Sales

Internal

Comms

Objectives

Business Case

Tactical use for

campaigns/events

Marketplace Audit

Strategy aligned with

business objectives across

all business pillars

Code of Conduct

Policy

Guidance

Mitigation

Channel Use

Integrated

Crisis Comms

Collaborative revisions

Centre of Excellence

Open monitoring around

campaigns or issues Informing business

KPIs and Scorecard

Media integrated data,

analytics and CRM

Broadcast

Initiative/event-led

engagement

Engagement on business

and audience needs

Engage influencers

Alignment within all

business units

Responding to enquiries Dedicated channels Integrated social CRM

Channel shift

Social surfacing of job posts Social Media integrated in

Talent Attraction, L&D, HR

initiatives

Dedicated Talent Pools on

social channels

Directing sales

opportunities to point of

purchase

Social sales programme

Ecommerce integrated Dedicated social sales

channels

Sharing of social activities

internally

Social intranet with soft

walls

Active Social Media

Practitioners Community

5 LESSONS IN

IMPLEMENTATION

#1 CHANGE IS LARGELY UNCOMFORTABLE

@wetransmute #T10expo

Open Communications, Clarity, Swiftness

#2 MARRY UP

@wetransmute #T10expo

Make the internal digital experience as perfect as the external

#3 CREATE THE ENVIRONMENT

@wetransmute #T10expo

Create the conditions: Collaboration, Tools, Space, Experimentation

#4 LEAD FROM WHEREVER YOU ARE

Source: Kotter, Harvard Business School @wetransmute #T10expo

Leadership vision is paramount, managers create smooth transition

#5 JFDI

@wetransmute #T10expo

Plan, yes. But DO. Have an unwavering focus on delivery

@tiffanystjames

@wetransmute

http://wetransmute.com