digital transformation book of dreams v1
TRANSCRIPT
Digital Business Transformation Patterns for a Mobile-First, Cloud-First World
A Digital Advisory Team Production
The Digital Transformation“Book of Dreams”
2
Transform your products
Engage your customers
Optimize your operations
Empower your
employees
Digital Transformation
“At Microsoft, we’re proud to partner with and empower all our customers around the world with the leading technology to seize the vast opportunities ahead.”– Satya Nadella
Reinvent productivity& business processes
Build the intelligentcloud platform
Create morepersonal computing
Contents• Vision: Imagine if…• Business Drivers• Customer Experience Journey• Capability Map• Scenarios
– Engage Your Customers– Empower Your Employees– Optimize Your Operations– Transform Your Products
• Additional Resources
For each scenario:• Scenario Chain• Scenario Narrative• Scenario Storyboard• Tech Storyboard• Business Dependency Network
(BDN)• Value Touch Points• Value Realization Scorecard• Customer Story• Transformation Roadmap
Imagine if……you could enable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime.…if your employees could efficiently collaborate to meet rapidly changing customer needs and desires.…you could broadly share information throughout the business, manage resources with agility, and better coordinate processes.…you could use many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.
Vision for Digital TransformationImagine if you could…
Keep up with your fast-moving customers, efficiently collaborating to anticipate and meet customer demands.
Increase the flow of information across your entire business operations, better manage your resources, and keep your business processes synchronized across all boundaries.
Expand the reach of your business using digital channels, anticipate customer needs, understand how your products are used, and quickly develop and improve products and services.
Deliver personalized, rich, connected experiences in journeys your customers choose.
Engage Your Customers
Empower Your Employees
Optimize Your Operations
Transform Your Products
Business Drivers for Digital Transformation
Focus Areas for Key ExecutivesBusiness Drivers Business Benefits
Improved marketing andsales effectiveness
Increased market share
Improved perceived services
Improved speed to market
Increase sales, customer acquisition, retention, and
satisfaction
Better predict potential buyer and new product outcomes
Increase design and engineering productivity
Identify and implement manufacturing efficiencies
Improve production output and quality
Increasing customer demand for personalized experiences
Increased disruption from use of new business models
Faster pace of customer and market change
Increasing pressure to deliver more value at a lower cost
Increasing pressure to manage complex supply chain Reduction in operating costs
Digital Transformation Capability Model
Engage Your Customers Optimize Your OperationsEmpower Your Employees Transform Your Products
Research and ideation
Product development
Product Launch
Data-driven supply chain and logistics
Digital equipment management
Intelligent process and quality control
Digital talent management and development
Employee mobility
Productivity and collaboration
Tech-enabled employee engagement
Digital advertising and CLM
Customer data management and analytics
Online and mobile commerce
Tech-enabled stores
Omni-channel experience delivery
Digitized front line and back office operations
Customer service automation
Capability MapProvide Strategy
& DirectionMarket & Sell Products
& ServicesDevelop Products
& ServicesManage the Total
Supply ChainProvide Customer
ServiceDevelop, Deploy, and Deliver the Customer
Experience
Collaborate with Customers to Design/Build Products
Analyze Service Issues and Implement Process
ImprovementsMeasure and Report
Service and product Quality Delivery Performance
Assess Customer Satisfaction and Report Net
Promoter Score
Proactively Assure Product Satisfaction (Save Sales)
Communicate with Customers via any
communication channel
Forecast Finished Goods and
Raw MaterialsPlan Materials and
Production Demand and Capacity
Acquire Materials, Services,and Products
Develop and Operate and/or Acquire Manufacturing
Capacity
Optimize Supply Chain Performance
Assure Product and Service Quality
Provide On-Site Assembly and Configuration
Gather and analyze data to Identify Markets, Segment Customers, and Leverage
the Customer Base
Communicate the Brand
Continually Adapt Product Packaging and Pricing
Target Markets, Customers, and Segments and Execute
Plans for Attraction, Acquisition, and Conversion
Continually Assess Viability and Strategic Fit and Adapt the Development Portfolio
Manage the Full Product Service Life Cycle
Design and Prototype New Products
Pilot New Products and Product Refinements
Continually Improve Production Capacity and
PerformanceManage Iterative
Release/Certification Processes
Focus the CustomerValue Proposition
Collect, communicate, and Understand the Customer, Market, Competitive andRegulatory Environment
Understand Customer Needs and Map to Strategic
Direction
Communicate and Manage to Goals and Measures
Develop and Direct Risk Mitigation and Management
Develop and Direct Lean/Continuous
Improvement
Eco System
Internal organization Distribution channelsSuppliers Partners API interfaces
Include in company strategy as 2 ways
(consume and expose)Include API into the product and service development
considerations
Explore opportunities
Measure value
Leverage a partnership eco-system
Drive towards agile business strategy and
business model Develop partner eco-
system strategy
Define the key topics (e.g. open innovations)
Identify key strategies with clients
Define the boundaries
Agree on the reward and benefit sharing
Measure value
Agree on the omni-channel framework
Define updated KPI
Develop the integrated chain
Measure value
Agree on the business objectives and respective
contributions
Define the development models and benefit sharing
Update the operational framework and objectives
(interfaces)
Refresh the supplier landscape
Measure value
Include consumer interactions
Structure the organization to include the new
approach
Assess organization culture and implement
management of change
Assess skill and address gaps
Update KPI, department and individual objectives to
drive changeEnsure continuity and coexistence of the two
models
9
Include consumers interactions
Digital Transformation Approach
Engage Your
Customers
Empower Your
Employees
Optimize Your
Operations
Transform Your
Products
Engage Your Customers
Digital Transformation Book of Dreams
Imagine if…
…you could enable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime.
Pre-Purchase• Learning of products and store• Researching product online• Talking to sales associates at store• Use smartphone while at store to learn
more
Purchase• Ordering online• Purchasing product in store• Arranging payment• Tracking shipment
Post-Purchase• Receiving customer service • Resolving problems anywhere • Providing ideas to store and manufacturers• Sharing experience with others
Customer Experience Journey Map
Digital Hotspots
?
Learn of storeand products
Browse productson portal
Review product ratings
Make purchase
Visit store topick up item
Shop at store
Receive personalizedassistance
At store, use phoneto find more info Quickly checkout
Leave with item, pick upelsewhere, or ship
Encounter problem
Contact customerService
Resolve problem atstore or online
Receive custom offers
Discuss satisfaction
Give feedback to retailer and manufacturers
Consider nextproducts to buy
Pre-Purchase• Digital presence for products and store
awareness• Omni channel purchase• Multi channel distribution and interactivity
Purchase• Omni channel, multi device solution for
purchase• Customer support• Arranging payment• Tracking shipment
Post-Purchase• Social network presence and management• Receiving customer service • Resolving problems anywhere• Continuoud the experience • Developing eco-system • Product life cycle and organisations
interlocks
Customer Experience Journey Map
14
Digital Hotspots
Browse on web stores
Make purchase
Select the experience
Start using
Multi channel personalized
experience
Encounter problem or a question
Contact customer
Service or raise satisfaction
issues on- line
Resolve problem atstore or online
Learn of product and services via
social media
Explore solutions on
line
Monitor performance of product anywhere, anytime and use for product roadmap
Research online about product and
service
Secure Loyalty through offers
Find and consult
with an expert
online or at brick & mortar
c
Proactive identification
and information of of issues
Share experience and ratings
Enhancement, repeat or new purchase, powered by eco-system
Engage Your CustomersEnterprise Scenarios Mapped to Benefits
Key BenefitsInvestment Objectives
[Strategic Options]
Scenarios[Tactical Business
Changes]
Business Drivers[Business
environment]
Increased market share
Improved brand value
Improved marketing effectiveness and ROI
Improved product/service quality
Improved speed to market/innovation
Increased revenue viacross-sell/up-sell
Increased customer satisfaction and loyalty
Reduced time to create and deploy campaigns
Improved collaboration with partners
Competitive pressure
Rapidly changing customer and market trends
Changing business model and cost control
Overabundance of choice for customers
Increasing customer demand for personalized experiences
Mobile-first world
Eroding customer loyalty
Increase customer acquisition, retention, satisfaction, and loyalty
Develop new revenue opportunities throughout modern customer journey
Increase marketing agility and time-to-market
Improve customer connection and personalized experiences
Improve and monitor impact and effectiveness of marketing
Increase customer and marketing insights
Engage Your Customers
Optimize Your Operations
Scenario Chain
Transform Your Products
Engage Your Customers
Empower Your Employees
Optimize Your Operations
Engage Your CustomersUnderstand and engage with customers to drive their buying decisions
CMOCurrent StateWe have difficulty finding ways to maximize reach and deliver personalized experiences that resonate with our customers.Our customers are using more devices in more locations than ever before.Our lack of ongoing engagement with our customers is affecting their loyalty. We need to find interactive solutions that allow us to be a part of the moments that matter and modernize the customer experience.
Desired Future StateWe engage with our customers in personalized and interactive ways, and deliver experiences and relevant content on any devices. We react to real-time insights about each customer. Our connection with each customer is inviting throughout the entire journey chosen by the customerWe have the solutions to connect to customers in the moments that matter.
We are always looking to…• Improve our marketing and sales effectiveness• Reduce the cost of gaining new customers and maintaining customer
loyalty• Control our message in the market at all times and in all situations• Drive each customer to buy across a range of products through cross-
selling andup-selling
Scenario Narrative
Engage Your Customers
• Improved marketing, sales, and service effectiveness
• Increased market share• Improved product and service quality• Improved brand and shareholder
satisfaction• Improved speed to market
Benefits• Personalized marketing created with
help of social listening analytics• Evaluate device usage to identify
new marketing opportunities• Using customer analytics to connect
customers with the most pertinent products and services
• Personalizing mobile marketing
Start • Restrict listening to only brand and
not beyond (Competitors)• Restrict sharing sentiment analysis
data throughout the organization
Stop• Perform customer and market
intelligence analysis• Develop and manage social media
channels• Develop and manage promotional
activities
Continue
Top-line ImpactEnhance and improve customer engagement and generate ongoing revenue with personalized, interactive experiences throughout a customer’s chosen journey.
Understand product use, customer sentiment, and brand perception. Gain insight into customer preferences. Market across multiple channels.
Move customers through the decision journeyMarket and sell products Conduct responsive, agile and effective campaigns
Increase sales Offer desirableservices
Engage customers
Customer 360 degree view
Personalizedexperience
Services to devices
Telemetry, social, and
market dataDevelop new
offers
Targetmarketing
Adapt Campaigns
Mass media
Social media The web
DevicesMultiple channels
Solution Storyboard
Engage Your Customers
Sales Campaigns
Contextual Offers (proximity, events, etc.)
Sales, Marketing & Support
Social Media
Social Sentiment
Customer & CampaignInsights
Conversational AI Sales and Support
Next Best Offers
Consistent Consumer Experience at every touchpoint
Campaign Insights
Device, app & environment telemetry
Customer Insights
(preferences, Satisfaction,
Usage)
Up/Cross Sell, Next Best Product, Service
Videos of Products & Services
Product InformationCampaign
Management
More PersonalComputing
Customer
Windows 10
Cortana
In-Store
Online (web, chat)
DevicesDigital
Signage/Kiosk
Productivity Cloud
Smart Agents
Skype
Dynamics Marketing/AX
CRM Online
PowerAppsCognitive Services
Personal Graph
Office Graph
Bing
PowerBIOffice 365
Sharepoint
Personalized Sales & Support
Intelligent Cloud
App Insights
HDInsight
Azure Machine Learning
Data Factory
Data LakeStream
AnalyticsEventHubs
HDStormAzure SQL DB
Notification Hubs
Microsoft Social Engagement
Technology Storyboard
Engage Your CustomersBenefitsEnabling
ChangesBusiness Changes
Investment Objectives
Business Drivers
Enabling Technologies
Data Management
Social Computing
Customer Relationship Management
Business Intelligence
Mobile Computing
Media Services
Web Site Automation
Application Instrumentation
Predictive and Prescriptive Analytics
Integration of customer data into a cohesive view
Develop relevant insights with real-time account data, news, social activity and connections
Beacon and geographic based customer targeting
Segment customers
Marketing Web site creation and management
Create engaging content and apps
Create personalized offers from customer demographic insights
Create proximity centric offers created based on customer location
Track and optimize campaign effectiveness using machine learning
Collaborate and coordinate with partners more effectively
Create and deploy marketing campaign materials faster
Increased revenue via up-sell and cross sell
New Customer Acquisition
Increased Customer Satisfaction, Trust, and Loyalty
Faster Time to Impact
Increased profit margin from higher value services
Lower cost to advertise
Improve Customer Experiencesthrough Digital Marketing
Improve marketing productivity
Increase customer and marketing insights
Increasing customer demand for exceptional experiences
Increased Customer Churn
Increasing competitive pressure
Decreases in market and wallet share
Increasing time-to-market pressure
Increasing competitive use of technology
Increased customer demand for personalization
Benefits Dependency Network
Engage Your CustomersValue for Customers Value for Business Leaders Value for IT Leaders
Strategic
• Personalized solutions to meet each customer’s needs and desires.
• Increased respect and relevance to the company leading to preferential treatment (loyalty programs)
• Increased understanding of customer’s wants and needs
• Increased brand recognition and recall• Increased customer engagement and
loyalty
• Increase technology innovations• Amplify the customer experience• Improve channel integration
Time to Value
• Geographic based offers provides awareness to customer and timeliness
• Reduced time researching
• Reduced time to sales conversion• Reduced time to increase customer
awareness• Reduced time for offer/pricing experiment
results• Rapid offer experimentation to test ideas.
• Reduced time to gather, transform and process customer data
• Reduced time to create, manage and deploy campaign sites
Increase Revenue
• Increased cross-sell/up-sell• Increased customer wallet share• Increased geographic proximity sale• Acquisition of new customers
Decrease Cost
• Loyalty based discounts• Improve satisfaction levels
• Reduced capital expense• Reduced customer acquisition costs
• Reduce cost of data analytics• Reduce cost of data acquisition,
storage, and management• Reduced cost of creating, managing
and deploying campaign sites
Decrease Risk
• Understanding what’s available with lower personal expense and avoiding a purchase made without full knowledge (i.e. research, etc.)
• Reduced failure of new product and service offerings by leveraging insights about customer preferences
• Increased automation, less risk for process failures
Value Touchpoints
Engage Your CustomersContinuously managing & measuring clear value levers, success factors, and performance measures
Employee• Better brand expression• Increased ROI & impact• Deeper connection with
customers• Increased job satisfaction
• Increased Revenue & ROI• Lower Churn (Higher
Loyalty)• Increased Satisfaction
(Net Promoter Score, Fan Score, etc.)
Operations• Reduced customer complaints• Simplified processes
Customer• Richer and more engaging
experiences• Better solutions to meet
each customer’s needs and desires.
• Increased awareness of new relevant products and services
• Improved and consistent channel experience
Engage Your Customers Business Outcomes/Results
Value Realization Scorecard
Engage Your Customers
Phase 2: Gain Insight• Determine customer journey and needs• Model and analyse data for customer patterns and insights• Collaborative and shared workspaces
• Azure ML• Dynamics CRM• PowerBI• Office365
• ETL• Data Management• Data rationalization• Big Data• PowerBI
Phase 1: Shared 360 degree view of customer• Gather internal and external data about customers from all
marketing channels and partners• Enable gathering, storage, transforming, and distributing of
Big Data• Provide a centralized data warehouse and accompanying data
marts that aggregate data from systems across the enterprise for reporting and analysis purposes
Time
Value
IT ProjectsPhase 3: Enable predictive experiences and offers• Predictive modelling for customers preferences and
desires• Real-time business and customer analytics, predictive
models• Customer specific offers driven by customer insights• Prescriptive analytics• Create engaging experiences and media
• Azure ML• Data Modelling• Big Data• Universal Application• Azure Media Services
• Better understand and serve customers
• Improve business insight and workflow
• Increase sales
• Improve customer experience
• Improved employee collaboration
• Raise customer satisfaction
• Reduce operating costs
• Improved Up/Cross Sell• Improved Customer/Fan
Satisfaction• Improved Market/Wallet Share• Reduced Customer Churn
Business Benefits
Roadmap
ChallengeCreate a more immersive car-buying experience to help customers choose and configure a vehicle.
Differentiate the Volvo brand, highlight innovation, and keep up with customer expectations.
StrategyVolvo is using Microsoft HoloLens to create an augmented reality interface for customers, helping them learn about and configure cars in three dimensions.
HoloLens enables customers to digitally interact with their automobiles in more immersive experiences.
Results• Build reputation as an
innovative and customer-focused company
• Increased customer satisfaction
• Increased sales, upsell and cross-sell
• Fast time-to-market for more immersive experiences
“Volvo is really a human-centric company, that’s the core focus of everything we’ve done in terms of the products we develop, but also in the way we interact with our customers.”
– Bjorn AnnvallSVP Marketing, Sales, & Services
Engage Your CustomersCustomer Volvo
Country Sweden
Technology
•Windows 10•HoloLens
VolvoVolvo is reimagining the car-buying experience
Customer Story
ChallengeEngage with fans in more personal ways.
Increase revenue, customize marketing initiatives, and reinforce the club’s leadership position in the worldwide sports industry.
StrategyImplement a comprehensive platform-as-a-service solution to provide personalized fan experiences through:• Fan engagement
platform• Extended video
platform• Consumer App• Telemetry and Data
Analysis
Results• Engaging one-on-one
with millions of fans• Awareness and
analysis of fan behavior
• Near-real-time marketing campaigns
• Transparent fan interactions with content and advertising
“Using the Microsoft Cloud, we are building a way of understanding who our fans are, where they are, and what they want from us.”
– José Ángel Sánchez, CEO, Real Madrid C.F.
Engage Your CustomersCustomer Real Madrid
C.F.
Country Spain
Technology
•Microsoft Azure•Microsoft Dynamics CRM Online•Microsoft Dynamics Marketing•Microsoft Visual Studio Online•Office 365
Real Madrid C.F.Improve fan engagement and experience
Customer Story
ChallengeProvide personalized customer service.
Enable agile operations, applying best practices from one branch to all. Differentiate services and brand.
StrategyUse Microsoft Dynamics CRM, Office 365, and Microsoft Azure capabilities to provide tools to employees for identifying and responding to problems before they affect the customer relationship.
Enable employees to connect with experts and a vast knowledge base of answers.
Results• Reduced customer
wait times• Improved consistency
with every customer interaction
• Streamlined systems create more time for customers
• Ongoing connection with customers
“We’ve embraced the software of a company that helps us treat people like people — Office 365, [Microsoft Dynamics] CRM, and Yammer from Microsoft.
With the technology working for us, we can focus on the really important stuff.” — Paul Marriott-Clarke
Commercial Director Metro Bank
Engage Your CustomersCustomer Metro Bank
Country United Kingdom
Technology
•Microsoft Dynamics CRM Online•Microsoft Dynamics Marketing•Microsoft Lync Server•Microsoft SharePoint•Microsoft Social Engagement•Office 365•Yammer
Metro BankLeveraging technology to give people what they want
Customer Story
ChallengeDeliver more timely, meaningful, and efficient service to customers.
Help store personnel be more active on the floor.
Provide mobile point-of-sale in store.
StrategyProvide point-of-sale functionality to thousands of terminals and devices.
Streamline supply, warehouse, and delivery of products to the franchise network.
Enhance in store experiences for customers and employees
Results• Enhanced customer
service• Seamless shopping
experience• Reduce waiting times• Platform for the future
”As a franchiser, we’re responsive to the demands of our customers as well as our stores. Microsoft Dynamics for Retail offers the flexibility and the technology to meet those demands.”
– Alain BoudreaultVice President and Chief Information Officer
Engage Your CustomersCustomer Jean Coutu
Country Canada
Technology
•Microsoft Dynamics CRM Online for Retail
Jean CoutuProvide streamlined, personalized, responsive service to customers on any channel
Customer Story
Engage Your Customers
Products
• Media Services• Power BI• Microsoft Social
Engagement• Skype• Dynamics Marketing• Office 365• CRM Online• Azure Storage
• Azure SQL DB• HDInsight• Azure Machine
Learning
Products at a Glance
Empower Your Employees
Digital Transformation Book of Dreams
Imagine if…
…your employees could efficiently collaborate to meet rapidly changing customer needs and desires.
Empower Your EmployeesEnterprise Scenarios Mapped to Benefits
Key BenefitsInvestment Objectives
[Strategic Options]
Scenarios[Tactical Business
Changes]
Business Drivers[Business
environment]
Improved product/service quality
Improved ROI of IT projects,
Improved speed to market/innovation
Increased satisfaction of stakeholders ( BU Heads)
Lower TCO for IT
Accurate business reports and forecasts
Reduced IT security threats
Reduced time to create and deploy IT solutions
Improved collaboration with employees
Rapidly changing customer and market trends
Market pressure
Changing business model and cost control
Too many IT options
Increasing stakeholders/ customer demand for personalized experiences
Actionable information required right now
Mobile first world
Improve Enterprise Agility to changing demands of business and market
Develop new revenue opportunities
Increase collaboration among employees
Improve & simplify internal business processes
Make organization more secure
Increase customer and marketing insights
Empower Your Employees
Engage Your Customers
Optimize Your Operations
Scenario Chain
Transform Your Products
Engage Your Customers
Optimize Your Operations
Empower Your Employees
31
CIOCurrent StateOur employees and teams have difficulty when collaborating on projects, making decisions, and planning work.We are unable to easily make use of the special skills and knowledge spread throughout our company. We have many isolated solutions that are not integrated in ways that support sharing information or moving our business forward.Desired Future StateOur employees have the information and insight they need to optimize operations, provide excellent customer service, and increase our sales.We share our knowledge and quickly respond to business needs. We have optimized our workflows, marketing, and customer service using analytical tools and AI capabilities that provide us timely insight.The quality of our interactions with customers inspires trust and loyalty, and often results in additional sales.
We are always looking to…• Improve our time to market, customer service, and business
operations• Improve productivity of our employees• Provide the tools and insight employees need to make better
decisions• Rapidly and collaboratively respond to business needs
Making employees more productive, efficient, and satisfied
Scenario Narrative
Organize work Evaluate, collaborate, plan
Empower Your EmployeesSolution Storyboard
• Faster time to impact• Improved productivity• Improved marketing agility and
efficiency• Increase cross-sell / up-sell
Benefits• Supporting smoother workflows and
real-time collaboration• Enabling employees to work from
anywhere, anytime• Providing employees with deeper
customer insight and market awareness
• Personalizing messages and offers
Start • Spending so much time pulling
together information• Losing sales opportunities from
being unaware of customer needs• Long cycles for development and
review of marketing materials
Stop• Improving the customer experience• Winning and retaining customers• Improving our brand as an innovative
and customer-centric company
Continue
Top-line ImpactRapidly and collaboratively respond to marketing insight to keep up with customers and deliver personalized, impactful, and effective messages.
Teams can easily communicate and collaborate with retailers, agencies, manufacturers, and departments throughout the company. Using secure global access and private social networks, teams can share ideas and materials in real-time to develop modern campaigns, including automation, content tracking, and social
marketing.Take action
Gain insight from customerand market analysis
Appointments Tasks
Files Phone calls
Organize work, schedule, priorities
VideoShare
Talk
Virtual Meeting
Space
Collaborate with other departments,manufacturers, retailers, and agencies
Communicate
Stay
Inform
ed
Tasks
Plan
Contribute
Refine campaigns, develop newproducts, shift investments
Video
Solution Storyboard
Empower Your EmployeesTechnology Storyboard
Social MediaSocial
Sentiment
Productivity Cloud
Smart Agents
Skype
Dynamics Marketing/AX
CRM Online
PowerAppsCognitive Services
Personal Graph
Office Graph
Bing
PowerBI
Office 365
Sharepoint
Knowledge Capture & Sharing
Conversational AI Productivity
Intelligent Cloud
App InsightsHDInsigh
t
Azure Machine Learning Data Factory
Data Lake
StreamAnalytics Event
HubsHDStormAzure SQL DB
Notification Hubs
Real-time contextual data (Weather, Events
& environmental conditions)
Real-Time observations,
infrastructure status & customer telemetry
Customers
PartnersIm
prov
ed
Colla
bora
tion
Field Workforce
Secure remote information usage, authoring & sharing
Remote collaboration with employees & customers
Improved Collaboration
Insights & Alerts
Status & Work Tracking
Buildings, Plants & Equipment
Product Usage
Field Observations
Peers
Rich applications
securely available from
anywhere
MorePersonalComputing
Microsoft Social Engagement
Data Insights
Employee
Windows 10
CortanaSurface Hub
DevicesXbox One/
Kinect
Band Hololens
BenefitsEnabling Changes
Business Changes
Investment Objectives
Business Drivers
Enabling Technologies
Data Management
Productivity Tools
Internet of Things
Mobile Computing
Predictive and Prescriptive Analytics
Culture of mobility and productivity
‘Outside in’ Thinking
Culture of ‘Growth Mindset’
Leverage the best resources available anywhere
Innovate based on customer and market insight
Track and optimize business effectiveness
More effectively collaborate with employees, customers and partners
Be more agile in business processes
Reduced time to market for products and services
Reduced cost of operations
Increased pace and culture of innovation
Increased up/cross sell
Improved productivity
Agile Practices
Drive operational decisions based on information
Social Computing
Improve quality of products and service
Increasing demand for personalized experiences
Increased Customer Churn
Increasing competitive pressure
Increasing time-to-market pressure
Increasing competitive use of technology
Increase customer satisfaction, and loyalty
Create new digital experiences for customers
Decreasing market and wallet share
Ability to anticipate organizational needs
Increase the agility and speed of innovation
Using telemetry for decision making and product development
Recruiting, motivating, and retaining employees
Empower Your Employees Benefits Dependency Network
Value for Customers Value for Business Leaders Value for IT Leaders
Strategic
• Increased customer satisfaction.• Ability to engage with the company
anywhere at anytime• Improved responsiveness of interaction• Improved quality of interactions and
products/services
• Improved culture of productivity and innovation
• Happier and more engaged workforce• Increased market relevance• Increased knowledge sharing across
product development teams• Increased employee satisfaction to support
increased customer satisfaction
• Increase technology innovations• Improve channel integration
Time to Value
• Faster resolution of questions and issues• Faster awareness of new offers • Faster launches of new products
• Faster exchange of ideas• Faster experimentation with new ideas
• Increase agility in responding to new business needs (cloud time)
• Automation reduces time to market• Movement from traditional waterfall IT
development to agile delivery models
Increase Revenue
• Increased market and wallet share• Revenue from “first to market” and “best in
class” products and services via increased innovation
Decrease Cost
• Better ROI on new products• Reduced cost of product development• Reduce customer acquisition costs
• Optimized connectivity costs• Reduced cost for information
management
Decrease Risk
• Reduce risk of failure for new product/service
Empower Your Employees Value Touchpoints
Empower Your EmployeesContinuously managing & measuring clear value levers, success factors, and performance measures
Employee• Faster time to market• Reduced effort • Reduced rework• Increased collaboration• Increased job satisfaction
• Increased employee productivity and effectiveness
• Increased pace of innovation and agility
• Measurable impact and insight
Operations• Decreased risk of errors or delays• Faster and more accurate response to issues
Customer• Timeliness of information
about products, services and offers
Empower Your Employees Business Outcomes/Results
Value Realization Scorecard
Empower Your Employees
Phase 2: Mobile, agile product development productivity • Use data from in-market products, social networks, and
analytics to uncover new opportunities and roadmap commitments.
• Enable a leaner product development organization.• Address customer’s needs and wants into current and
future designs.
Phase 1: Connected people, teams, and products• Enable seamless idea sharing and collaborative development
irrespective of location and time zone• Enable productivity across functional teams, geographical
boundaries, and supplier organizations • Connect devices to IT systems as the first step
Time
Value
Phase 3: Apply analytics• Gain insights from product sentiment and market
trends• Support decision making, planning, product design,
and customer connection.
• Additive Manufacturing• Advanced Analytics• Design Computing in the Cloud
• Collaboration and Communication• Embed IOT connectivity in target
facilities/processes
• Enhanced market insight into ideation
• Accelerated innovation• Increased revenue from
innovative “first to market” products
• Increased employee productivity
• Increase in knowledge sharing
• Increased employee satisfaction
• Increased return on innovation investment
• Reduced cost of product development
• Social Analytics• Telematics• Big Data
IT ProjectsBusiness Benefits Journey
Roadmap
ChallengeProvide customers the equipment, processes and tools to optimize operations.Enhance capacity to work in partnership with customers and suppliers.
Continue distinguishing company for its cutting edge technology and constant innovation.
StrategyCreate a company collaboration network that facilitates the management of factories and manufacturing plants through the collection, exchange, distribution and use of ordered information.
The solution, called “Easy Life,” brings together Fameccanica’s technologies, Microsoft Azure cloud services, and Office 365.
Results• Improved awareness
of machine performance and plant operations
• Timely collaboration anytime, anywhere
• Improved knowledge sharing and access to expertise
“Volvo is really a human-centric company, that’s the core focus of everything we’ve done in terms of the products we develop, but also in the way we interact with our customers.”
– Bjorn AnnvallSVP Marketing, Sales, & Services
Empower Your EmployeesCustomer Fameccanica
Country Italy
Technology
•Microsoft Azure Cloud Services•Office 365
FameccanicaTransforming collaboration, knowledge sharing, and plant management.
Customer Story
ChallengeTo support the speed and agility necessary for international marketing and product launches.
To keep the innovation pipeline filled for products in different markets.
Enable easy communication and collaboration among research and development, packaging, the supply chain, and marketing teams.
StrategyUsing Azure, Henkel brings employees, data, and partners together by enabling collaboration from nearly any location and device.
With Microsoft Office 365, employees have a modern productivity solution, and brand managers can work across borders and departments, as well as with outside agencies.
Results• Improved
communication and decision making throughout the company
• Improved collaboration between R&D, purchasing, packaging, marketing, and finance
• Reduced time to bring a product from initial idea to market
“We have improved our way of working by using Office 365 to simplify communications and collaboration. And even the time we need to bring a product from the first idea to market can potentially be reduced.”
– Clemence AlbertiJunior Brand Manager for Body Care
Henkel
Empower Your EmployeesCustomer Henkel
Country Germany
Technology
•Microsoft Azure Cloud Services•Microsoft Office 365
HenkelVolvo is reimagining the car-buying experience
Customer Story
ChallengeUnited Breweries needed to better connect experts and enable knowledge sharing throughout a large and complex manufacturing network.
StrategyUnited Breweries deployed Microsoft Office 365 applications, including SharePoint and Lync, as well as a social networking platform to support knowledge capture, sharing and collaboration.
Results• A forum to unite a far-
flung, multilingual workforce
• New ways to tap into collective wisdom
• Increased productivity• Agile adaptation to
business challenges• A network for growth
”We’re growing so rapidly that for us to be able to provide a common feel for the United Breweries brand and a consistent experience for employees throughout their
lifecycle in our organization, we need a powerful and engaging communications platform.”– Manmohan S Kalsy
Executive Vice President of Human Resources
Empower Your EmployeesCustomer
United Breweries Limited
Country India
Technology
•Microsoft Azure Cloud Services•Microsoft Office 365•Microsoft SharePoint•Microsoft Lync
United Breweries LimitedBrewing up success with an enterprise social network
Customer Story
ChallengeCreate a knowledge management system for exploration and production to gather, store, and share expertise on a global scale.
StrategyEni overhauled its legacy platform in the Exploration & Production division, migrated all its previous documents and information repositories, deployed collaboration and sharing solutions, and created new and improved knowledge management procedures.
Results• Created an
environment that maximizes knowledge creation, sharing, capture, and collaboration
• Enhanced information accessibility throughout the entire knowledge management life cycle
• Supports approval and validation processes for structured knowledge
“The tacit knowledge of people, the result of their experiences, is the factor which most often allows for the resolution of problems deriving from a multiplicity of uncontrollable variables affecting our processes.”
– Luigi SalvadorChief Knowledge Officer
Eni Exploration and Production
Empower Your EmployeesCustomer Eni S.p.A.
Country Italy
Technology
•Microsoft Azure Cloud Services•Office 365•SharePoint•Lync
Eni S.p.A.Enhancing accessibility of knowledge and ease of collaboration
Customer Story
Empower Your Employees
Products
• CRM Online• SharePoint• Skype• Dynamics AX• Azure Files• Stream Analytics• HD Storm• Azure Storage
• Azure SQL DB• Data Factory• HD Insight• Azure Machine
Learning• Power BI
Products at a Glance
Optimize Your Operations
Digital Transformation Book of Dreams
Imagine if…
…you could broadly share information throughout the business, manage resources with agility, and better coordinate processes.
Optimize Your OperationsEnterprise Scenarios Mapped to Benefits
Key BenefitsInvestment Objectives
[Strategic Options]
Scenarios[Tactical Business
Changes]
Business Drivers[Business
environment]
Optimize Your Operations
Resource Management
Safety and Compliance
Improved productivity
Operational excellence
Customer Satisfaction & Reliability
Market relevant products
Achieve Sustainable advantage and growth
Economic Slowdown in developed economies
Increasing costs
Customers demand differentiation
Growth in emerging markets
Scarcity of skilled labor
Stricter Regulations
Production loss avoidance
Reduction of inventory costOperations cost optimization
Expert advice to remote locations
Increased revenue through relevant and differentiated products
Avoid unexpected malfunction
Proactive resource planning
Supply chain optimization and cost reduction
Improve product longevity
Better utilization of equipment and workforceAgile workforce with better mobilityReal-time updates for equipment
Engage Your Customers
Scenario Chain
Transform Your Products
Engage Your Customers
Empower Your Employees
Optimize Your Operations
Operations ManagerCurrent StateOur supply chain is constantly evolving and currently fragmented. There is lack of coordination between the shop floor and the warehouse on inventory levels, orders booked, goods in transit. We don’t have strong integration within our supply chains to speed up processes and make operations leaner.When equipment problems arise, production drops, shipping is affected, and our storage facilities are not optimally stocked.
Desired Future StateBy modernizing our manufacturing systems, collaboration platforms, and interconnecting devices, we have increased the flow of information across our entire business operations, and enhanced our interaction with partners. Our business processes are always synchronized, and can even anticipate trends by examining historical data about production and distribution.We can track and trace the full supply chain path of our products, collaborating in real time across multiple sites and the entire supply chain.When necessary, we can realign the efforts of the entire manufacturing ecosystem and manage our resources with agility.
I am always looking to…• Know supply chain, inventory, and production status along our
manufacturing chain• Provide all participants in the manufacturing and supply chain timely
information when and where they need it• Quickly respond to bottlenecks or breaks in our processes• Identify current production problems and anticipate future challenges
Optimize operations and reduce costs
Scenario Narrative
Optimize Your Operations
Automation suppliers and OEM manufacturingManufacturing in the value chain
Reduce waste and increase parts availability
<>
• Reduce unplanned downtime• Reduce maintenance costs (T&E, on
site supplier contracts, labor, inventory)
• Improve equipment longevity• Improve employee skill and
satisfaction
Benefits• Empower maintenance crew to
make decisions• Share same views with operators,
technicians and manufacturing managers
• Machine data driven maintenance
Start • Schedule regular maintenance• React to breakdowns : be data
proactive• Exclude all but maintenance techs• “Black Box” mindset
Stop• Grow expertise within• Decentralized maintenance approach• Empower operators and in house techs• Share data with all involved
Continue
Manufacturing
Managementand
Suppliers AutomationSuppliers
Production ScheduleMaintenance Schedule Real Time connection to manufacturing
management, suppliers, and maintenance crew
Productivity Up
Modern Automation
Sensors Telemetry
Maintenance Crew
Maintenance Planning
Automation SuppliersManufacturing Management
Shared View Across Value Chain
Cost Down SatisfiedEmployees
Optimized Scheduling
Maintenance Crew
Legacy IOTApplications IP capable devices
Low power devices
Sensors Telemetry
Legacy Automation
Solution Storyboard
Optimize Your OperationsTechnology Storyboard
More Personal
Computing
Social MediaProductivity Cloud
Smart Agents
Skype
Dynamics Marketing/AX
CRM Online
PowerAppsCognitive Services
Personal Graph
Office Graph
Bing
PowerBIOffice 365
Buildings, Plants & Equipment
Product Usage
Field Observations
Supply Chain
Supplier
Supplier
Intelligent Cloud
App InsightsHDInsigh
t
Azure Machine Learning
Data FactoryData Lake
StreamAnalytics Event
HubsHDStormAzure SQL DB
Notification Hubs
Operational insight
Supply Chain Flows
& Supplier Data
Real-time contextual data (Weather, Events
& environmental conditions)
Real-Time observations,
infrastructure status & customer telemetry
Social Sentiment
Workforce Insights
Supply Chain Insights
Application Usage
Insights
Product Usage Insights
Employee Experience
Insights
Customer Experience
Insights
Improved Collaboration
Improved Outcomes
Customer Service
Sales
Product Design
Secure
Remote
Collaboration
Secure Knowledge
Management
Plant & Equipment
Insights
W10
Cortana
RepOnline
Devices
Signage
Customers
Microsoft Social Engagement
Manager
Windows 10
CortanaSurface Hub
DevicesXbox One/
Kinect
Band Hololens
BenefitsEnabling Changes
Business Changes
Investment Objectives
Business Drivers
Enabling Technologies
Internet of Things
Machine Learning
Cloud services
Advanced Analytics
Enterprise Mobility/ Mobility solutions
Communication and Collaboration
Increase instrumentation and monitoring
Collect, Store and analyse data from sensors on equipment and smart devices
DevelopOmni-channel communication and collaboration among field operators, Service providers and experts
Connect multiple plants and aggregate operational data
Build Data Science or Analytics COE
Global dashboards for real time manufacturing monitoring and responsePriority focus on safety and regulation
Proactive service collaboration across plant facilities, partners and vendors for faster response to issues
Collect, analyse and monitor risk reporting and performance metrics
Richer collaboration amongst various stakeholders
Production loss avoidance
Reduction of inventory cost
Improved health and safety
Operations cost optimization
Proactive resource planning
Better utilization of equipment
Improved Knowledge sharing
Agile workforce with better mobility
Global Visibility of All Facilities
Optimize production equipment
Operational excellence
Improved Safety and Compliance
Improved Knowledge Sharing and TransferImproved Productivity and resource management
Economic Slowdown in developed economies Complex Network of Global Facilities
Pressure to lower costs through manufacturing process efficiencies
Volatile energy Costs
Increasing safety regulations
Scarcity of skilled labor
Increased pressure to manage complex supply chain
Stricter Regulations
Optimize Your Operations Benefits Dependency Network
Optimize Your OperationsValue for Customers Value for Business Leaders Value for IT Leaders
Strategic
• Better expectations for product delivery and quality
• High quality autonomous products
• Global oversight of manufacturing operations• Predict and adapt to changing supply, labor and
manufacturing availability • Streamline inventory and warehouse
management operations• Selling insights to partners and competitors
• Better analytic capability • Allow sustainable and robust connection to
partners across boundaries• Migration from costly legacy systems to pay
per use cloud systems
Time to Value • On-time delivery • Faster problem identification• Faster time to resolution
Increase Revenue
• Revenue from new customers• Revenue from repeat customers• Revenue from better brand
positioning
• Selling insights to partners and competitors• Better utilization of manufacturing capability
Decrease Cost
• Reduction in manufacturing defects in products
• Avoid unplanned downtime and outage costs• Reduction in facilities management costs• Reduction in field operations costs• Reduction in maintenance costs• Reduction in cancelled orders
• Reduced cost of operations• Reduced cost of information sharing
Decrease Risk • Reduce risk of delivery failure, lack of product or service outage
• Global operational view supports identifying problems before they escalate
Option value • Trust in service
Value Touchpoints
Optimize Your OperationsContinuously managing & measuring clear value levers, success factors, and performance measures
• Increase sales and contribution margin
• Reduced maintenance costs• Reduced inventory investment• Improved resource management
Optimize Your Operations Business Outcomes/Results
Innovation• Monetization of data about
usage and uptime
Customer• Product availability• Lost sales• Lead time to order• Higher Customer Satisfaction
Employee• Increased job satisfaction• Better training, knowledge
management, mobility, and collaboration
• Scheduling efficiency
Brand• Increased brand awareness• Increased brand value• Improved brand image
Value Realization Scorecard
Optimize Your Operations
• Dashboard and visualization• Analytics & Business Intelligence• Reporting and Dashboard• Cloud design• Mobile deployment
• Unified communications and messaging
• Identity and access management
• Embed IOT connectivity in target equipments
• Media sharing and virtual presence
• Reduce T&E• Reduce training and
certification costs
Value
IT Projects• Dashboard optimization• Big data• Advanced Analytics
• Reduce unplanned downtime• Reduce data modelling costs• Reduce IT hosting and storage
infrastructure costs
Business Benefits• Lower cost of maintenance• Eliminate expensive 3rd party contracts• Impart technical ability to workforce
Time
Phase 2: Integrate telemetry and telecommunication• Identify applicable analytics capabilities and tools• Enable machine learning and IOT integration• Integrate legacy and modern automation, telemetry and
machine learning in unified reporting and dashboard services
Phase 1: Establish Omni-channel communication with Customers, Service providers and equipment manufacturers• Enable mobility and access rights, with media content
and communication solution• Embed IOT connectivity in target equipment• Promote culture of remote interaction and decentralised
control
Phase 3: Optimize and Enhance analytics and mobility capabilities• Continuously improve collaboration by imparting
mobility and advanced analytics capabilities• Decentralize controls
Journey
Roadmap
ChallengeGive employees a new view into trends and insights, and tools to act on them more effectively.
Enable care teams to coordinate care for individuals and communities.
Create a foundation for a proactive health system that keeps people healthy, improves care, and reduces admissions.
StrategyDartmouth Hitchcock created a cloud-based system in which nurses and health coaches track and respond to an individual’s health status in real time.
The system is built on Microsoft technology for machine learning, big data storage and processing, and perceptual intelligence, including Cortana Analytics.
Results• Increased provider
productivity• Improved patient
outcomes• Patient satisfaction• Reduced costs
“With Cortana Analytics Suite and Microsoft Dynamics, we’re transforming the way health care is delivered today, improving patient outcomes, reducing costs, and offering an unprecedented level of personalized care.”
– Ethan M. Berke, MD, MPHMedical Director, Clinical Design and Innovation
Optimize Your OperationsCustomer Dartmouth
Hitchcock
Country United States
Technology
•Microsoft Azure Cloud Services•Microsoft Cortana Analytics Suite•Microsoft Dynamics CRM•Microsoft PowerBI
Dartmouth HitchcockRevolutionizing health care with personalized care and provider collaboration
Customer Story
ChallengeFujitsu needed to optimize processing by both machines and humans in a way that could enable managers, engineers and scientists to improve product quality, streamline systems, and enhance functionality while reducing costs.
StrategyFujitsu brought together its Eco-Management Dashboard and IoT/M2M platform with Microsoft Azure Cloud Services and Windows tablets to enable managers, engineers and scientists to simultaneously manage product quality, process efficiency, and equipment performance.
Results• Operational excellence• Reduced energy costs• Higher quality
products• Enhanced functionality• Increased productivity
”Leveraging the Fujitsu Eco-Management Dashboard solution alongside Microsoft Azure and the Fujitsu IoT/M2M platform, we are able to deliver real-time visualization of the engineering
process for big data analytics to improve the entire production process and inform decision-making”– Hiroyuki Sakai
Corporate Executive Officer, Executive Vice PresidentHead of Global Marketing
Optimize Your OperationsCustomer Fujitsu
Country Japan
Technology
Hybrid Cloud:•Microsoft Azure Cloud Services•Microsoft Dynamics CRM Microsoft Exchange•Microsoft Lync
FujitsuBringing innovative operational excellence to manufacturing
Customer Story
ChallengeTo help customers reduce water usage, Ecolab must capture and analyze real-time information from thousands of sensors in thousands of plants around the world.
As Ecolab grows their business, they need a way to deliver water management solutions on a much larger scale and at a much deeper level, and to demonstrate value to customers.
StrategyUsing the Microsoft Azure cloud computing platform and advanced analytical capabilities, Ecolab helps customers improve production processes and better understand value.
Ecolab employees around the world use Microsoft productivity tools to collaborate and take action based on insight, and support field activities.
Results• Reduced water usage
by customers• Improved insight
about customer processes and performance
• Improved customer engagement and guidance
• Scalability to meet growing business needs
“Suddenly, complexity and size are no longer barriers…We can now harness the power of this platform to serve many more customers, measuring many more flows at many more plants than we could even conceive of in the
past.”– Christophe Beck
President, Nalco Water, an Ecolab company
Optimize Your OperationsCustomer Ecolab
Country United States
Technology
•Microsoft Azure Storage, IoT Suite, Machine Learning•Microsoft PowerBI•Microsoft Dynamics CRM Online•Microsoft Office 365
EcolabHelping worldwide industries tackle water scarcity
Customer Story
ChallengeSaudi Airlines needed a consolidated approach to critical business information spanning multiple systems across functions, an integrated view across operations, and enhanced business intelligence.
StrategyCreate a Microsoft Azure-based solution to provide real-time, self-service insight and enable executives to make more timely business decisions.
Results• Increased operational
efficiencies by 2% • Enabled self-service
insights for executives with intuitive reports and dashboards
• Anticipated millions in savings
“To Saudi, the new BI solution is like turning on the headlights of a car on a curvy, dark road.”– Mohammed Albakri
CIO, CFOSaudi Airlines
Optimize Your OperationsCustomer Saudi Airlines
Country Saudi Arabia
Technology
•Microsoft Azure Cloud Services•Microsoft SharePoint•Microsoft Office 365•Microsoft PowerBI
Saudi AirlinesSaudi introduces self-service insights solution to increase operational efficiencies
Customer Story
Optimize Your Operations
Products
• Skype• Office365• SharePoint• HD Storm• HD Insight• Azure Machine
Learning• Microsoft Social
Engagement
• Stream Analytics• Azure SQL DB• Azure Storage• Dynamics AX
Products at a Glance
Transform Your Products
Digital Transformation Book of Dreams
Product Transformation Approach
People Experiences
Design Thinking
Inclusive Design
Customer
• Get Oriented• Frame• Ideate• Prototype• Optimize
Inclusive Design Method & Thinking
Telemetry
Gather Data
Data
• App Telemetry• Sensor Telemetry• People Telemetry• Business
Telemetry
App InsightsAzure IoTBand & Windows
Visualization
Understand
Knowledge
• Prototype & test• Visualize Data• Context from
usage data• Feedback
Power BIMicrosoft Graph
Analyze
Gain Insight
Insight
• Understand User Needs
• Understand Product Use
• Predict future failures
Cortana IntelligenceDelve Analytics
Action
Innovate
Productive Use
• Recommend Knowledge
• Provide Context• Pre-empt future
needs• Act on behalf
Personal AssistantBotsCognitive Services
Business Model Innovation Frame
What are your goals?
Where’sthe impact?
Whatshould change?
Can we increase demand?• Serve a different set of customers (convert the non-customers)• Create new Value Propositions for customers (pains/gains)• Improve sales and marketing (improve the brand)• Understand better what’s missing in the market (find the
whitespace)• Improve the quality of existing products
Customer Experience Transformation Digital Optimization & EfficiencyCan we deliver cheaper or more efficiently?• Improve supplier effectiveness• Improve operational efficiency• Improve employee productivity
Value Prop Customer Segments Channels Products &
ServicesRevenue Streams Value Chain
Business Impact Frame• Strategic Alignment• Business process change• Modernize architect (enable agile,
etc.)• Direct payback• Reduce Risk
IT Value Frame• Accelerate time to
market• Increase Coverage• Recession proofing • More agility• Reduce Unit Cost
Revenue Quality
Cost Risk
T (Accelerate Business)
1
2
3
Imagine if…
…you could use many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.
Transform Your ProductsEnterprise Scenarios Mapped to Benefits
Key BenefitsInvestment Objectives
[Strategic Options]
Scenarios[Tactical Business
Changes]
Business Drivers[Business
environment]
Transform Your Products
Field Crew Efficiency
Safety and Compliance
Improved productivity
Operational excellence
Customer Satisfaction & Reliability
Market relevant products
Achieve Sustainable advantage and growth
Economic Slowdown in developed economies
Increasing costs
Customers demand differentiation
Growth in emerging markets
Scarcity of skilled labor
Stricter Regulations
Production loss avoidance
Reduction of inventory cost
Reduced time to market
Expert advice to remote locations
Increased revenue through relevant and differentiated products
Avoid unexpected malfunction
Proactive resource planning
Supply chain optimization and cost reduction
Improve product longevity
Better utilization of equipmentAgile workforce with better mobility
Real-time updates for equipment
Scenario Chain
Engage Your Customers
Empower Your Employees
Optimize Your Operations
Transform Your ProductsProvide profitable services to customers, upgrade devices, and identify new offerings
CEOCurrent StateWe’re not able to create personal connections with our customers, and we have difficulty serving our customers segments anywhere, anytime.We are earning less from our product sales and need to create new sources of revenue. We don’t have a good understanding of how our customers use our products or what services they need. We have long cycles for product development and we frequently have cost overruns.Desired Future StateWe have an on-going, personal connection with our customers, and provide them with personalized experiences. We keep up with our customers’ needs and desires, understand how they use our products, and anticipate their needs.We quickly develop products and services that fit our customers’ lifestyles and interests. We are expanding the reach of our business and targeting new customer segments.
We are always looking to…• Generate increasing revenue• Develop products and services that fit our customers• Create personalized experiences for our customers• Enlarge our customer base
Scenario Narrative
Collaborative Development and Validation
Transform Your Products Solution Storyboard
Collective and Insightful Ideation Innovative Products and Fast Time to Market
• Revenue from new, first to market, and innovative products
• Shortened development cycle for new products
• Lower product development cost• Improved design robustness
Benefits• Using collective and collaborative
brain power of employees around the world
• Accelerate innovation• Promoting and encouraging virtual
product development behaviors and techniques
• Using insight tools like Microsoft Social Listening
Start • Costly, in person product
development activities• Culture of “won’t believe it until I
touch and feel it”• Relying on end solutions and
conventional wasteful activities• Expensive physical builds and
validation of prototypes
Stop• Using collective brainpower• Real time idea generation/selection• Virtual concept development• Continuously seeking customer feedback
Continue
Top-line ImpactInnovative and differentiated product inspired by loyal customers, created using advanced collaborative development techniques, and continuously refined via a connected value chain.
Customers
Social Listening
IoT andTelemetry
Global design and Engineering
Suppliers and OEM Teams
Virtual Testing Predictive Design
Prove out
Concept Development
Fast to market
Satisfied customers
Cost effective
Robust Designs
Use insight about product use, customers, and trends to quickly develop new offerings
Transform Your ProductsTechnology Storyboard
More Personal
Computing Social Media
Productivity Cloud
Smart Agents
Skype
Dynamics Marketing/AX
CRM Online
PowerAppsCognitive Services
Personal Graph
Office Graph
Bing
PowerBIOffice 365
Product UsageField Observations
Supply Chain
Supplier
Supplier
Intelligent Cloud
App InsightsHDInsigh
t
Azure Machine Learning
Data FactoryData Lake
StreamAnalytics Event
HubsHDStormAzure SQL DB
Notification Hubs
Supply Chain Flows
& Supplier Data
Real-time contextual data (Weather, Events
& environmental conditions)
Real-Time observations,
infrastructure status & customer telemetry
Real-Time Insig
hts
W10
Cortana
RepOnline
Devices
Signage
Customers
Improved CollaborationImproved Outcomes
Customer Service
Sales
Product Design
Secure Remote Collaboration
Product Feedback and
Innovative Ideas
Historica
l Insig
hts
Product performance insights
Workforce Insights
Product usage insightsCustomer experience insights
Customer Experiences & Feedback
Weather & Environmental
Prod
uct T
elem
etry
Product Designer
Windows 10
CortanaSurface Hub
DevicesXbox One/
Kinect
Band Hololens
Microsoft Social Engagement
BenefitsEnabling Changes
Business Changes
Investment Objectives
Business Drivers
Enabling Technologies
Increase design and engineering productivity
Increase customer satisfaction, retention and value
Create new business models for the digital era
Adhere to increasing regulations
Design highly differentiated, relevant productsbased on insights and innovative thinkingRapidly experiment with new business models and measure the impact before committing
Optimize product development processes for collaboration and agility
Continually improve experience to increase customer satisfaction, retention and value
Use analytics and machine learning to identify new opportunities
Analyze customer experience data from partners and social networks
Analyze real-time product usage telemetry for advanced decision making and visibility
Competitive pressure
Stay ahead of changing customer and market trends
Connect with customer
Pressure to lower costs through manufacturing process efficiencies
Green manufacturing
Tightening safety regulations
Increased pressure to manage complex supply chain
Internet of Things
Customer Relationship Management
Collaboration and Information Management
Mobile & Social Computing
Big Data
Connect design teams globally and collaborate on common goals to seek optimized solutions
Improved products and services
Increase revenue from innovative “first to market” options and services
Increase in knowledge sharing
Reduce cost of product development
Advanced Analytics
Transform Your Products Benefits Dependency Network
Value for Customers Value for Business Leaders Value for IT Leaders
Strategic• Improved adoption and usage of
products • Increased discounts and promotional
feeds from partners and programs
• Increased brand recognition and recall• New customer acquisition and retention• Higher customer satisfaction• Increased customer engagement and brand loyalty
• Improved data processing scalability• Improved data modeling capability• Improved analytical capabilities
Time to Value• Reliable connection to partners and
suppliers• Improve speed to market/innovation• Shortened development cycle
• Increased agility in responding to new business needs (cloud time)
• Sustained relevance of IT in manufacturing
Increase Revenue
• Increased resale value• Increased value from differentiated
offerings
• Increase revenue from innovative “first to market” options and services
• Repeat sales from satisfied customers• Increased market share• Increase in ancillary revenue
Decrease Cost
• Reduced maintenance costs • Reduce cost of product development• Reduce cost of prototyping, physical modeling, and
testing
• Reduced cost of data managementand storage
• Reduced cost of data acquisition• Optimized connectivity costs• Reduced cost of data analytics
Decrease Risk• Significant reduction in likelihood of
safety incidents• Increased knowledge sharing across product
development teams• Unlimited ability to run virtual reliability and
robustness cycles in the cloudOption value
Transform Your Products Value Touchpoints
Continuously managing & measuring clear value levers, success factors, and performance measures
• Improve speed to market/innovation
• Reduce Failure of Acceptance• Uptake of supplemental services
(add on services, etc.)• Reduce cost of product
development• Decrease in need for on-site or
service-center remediation• Increase in knowledge sharing• Reduced cost of prototyping,
physical modeling, and testing
Transform Your Products Business Outcomes/Results
People• Increase time spent engineering
and less time on non value added tasks
• Seamless idea sharing and collaborative development between individualsand teams
Innovation• Enhanced market insight into
ideation• Faster time to market• Increased return on innovation
investment• Lower environmental impact and
pioneer innovation design solutions
Brand• Improved brand perception• Improved market penetration• Retention of existing customers
(reduced churn)• Increased customer satisfaction
with products/services
Culture• Increase in employee productivity• Accelerate innovation• Integrated design for
environmental compliance
Transform Your Products Value Realization Scorecard
Transform Your Products
Phase 2: Experiment and Measure the impact• Create new engaging experiences for customers through apps
and devices that improve daily life, productivity and increase well being.
• Experiment with new business models by creating value for customers in new ways while attempting to capture some of the value created.
• Identify and measure customer’s needs and wants from current andpredict the value and acceptance of future designsPhase 1: Understand Your Customer
• Gather data about in-market and future market customers, products and markets from all channels and partners (not just ‘our products/customers’)
• Enable centralized analytics capability for analytics and reporting purposes
• Use data from in-market and adjacent products, social networks, and analytics to uncover new opportunities and roadmap commitments Time
Value
Phase 3: Optimize Value Delivery & Value Capture• Mange customer and partner interaction, purchase, service &
payment history• Implement context-aware systems that proactively detect and
notify other devices and systems of problems along the value chain
• Redesign processes and workflows to increase efficiencies
• Modern Applications• App, System & Human Telemetry• Advanced Analytics• Mobility• IoT
• ETL• Data Management• Data rationalization• Big Data• PowerBI
• Deliver engaging & transformative customer experiences
• Acquire new customers• Monetize existing assets• New sources of revenue
• Improve customer experience
• Improved employee collaboration
• Raise customer satisfaction
• Reduce operating costs
• Improved operational insight• Lower operational costs• Less unplanned downtime
• Supply Chain Analytics• Machine learning• Predictive & Prescriptive Analytics• Reporting and Dashboard• Notifications
IT ProjectsBusiness Benefits
Roadmap
ChallengeFlight delays are disruptive and costly for passengers and freight, and have a very large financial and logistical impact on airlines.
Rolls-Royce aims to minimize the cost and disruption of airline maintenance, and to expand the services it offers to develop new revenue streams.
StrategyRolls-Royce is leveraging Microsoft Azure to aggregate large amounts of data from many locations and use analytical tools and models to predict maintenance needs.
To help customers understand the data and make better decisions, the solution provides dashboards and visualization.
Results• Minimize cost and
disruption of flights.• Enable airlines to
achieve safer, more efficient, and more profitable operations.
• Increase revenue through new business models and compelling services.
“By working with Microsoft we can really transform our digital services, supporting customers right across engine-related aircraft operations to make a real difference to performance.”
– Tom Palmer, Senior Vice PresidentServices, Civil Aerospace
Transform Your ProductsCustomer Rolls-Royce
Country United Kingdom
Technology
•Microsoft Azure IoT Suite•Microsoft Cortana Intelligence Suite•Microsoft Azure Stream Analytics•Microsoft PowerBI
Rolls-RoyceTransforming products and services to support new business models, and disrupting the airline industry
Customer Story
ChallengeCreate a portable tool that is fast, easy-to-use, scalable, and indicates when early intervention is necessary to treat dyslexia.
StrategyUsing the Azure platform, analytics, and machine learning, Optolexia built a screening tool to easily assess children for dyslexia.
The solution sends data from eye-tracking equipment to the Azure cloud, where an analysis engine based on Azure Machine Learning evaluates the data against a large repository of eye-tracking data.
Results• Early identification of
students at risk for dyslexia
• Early intervention and treatment
• Higher accuracy and reduced costs of screening
• Scalable platform to enable screening for other diseases and conditions
“The flexibility and ease of use of the Azure Machine Learning analytics platform makes it a perfect foundation for expanding our existing solution into new areas.”
– Fredrik WetterhallChief Executive Officer
Transform Your ProductsCustomer Optolexia
Country Sweden
Technology
•Microsoft Azure Cloud Services•Microsoft Azure Analytics•Microsoft Azure Machine Learning•Microsoft Visual Studio
OptolexiaEarly screening for dyslexia with eye-tracking, cloud-based tool
Customer Story
ChallengeABB needs to innovate quickly to provide the equipment and value-added services needed to take an early lead in the vehicle charging market.
As part of innovating improved equipment and services, ABB needs to gather and analyze telemetry and customer behavior.
StrategyABB is developing charging equipment and stations using detailed data and new insight from stations, equipment, and customers.
ABB equipment will be connected to Azure and take advantage of the machine learning and predictive analytics that Azure supports.
Results• Innovative and
scalable products and services
• Digital transformation of electric vehicle infrastructure
• Agility to quickly improve existing features and develop new features.
"This partnership gives us the solutions, scalability and global agility to support expanding demand for EV charging
infrastructure in the world’s major automotive markets, which is a key focus of our Next Level growth strategy.”– Pekka Tiitinen
PresidentDiscrete Automation and Motion Division
Transform Your ProductsCustomer ABB
Country Switzerland
Technology
•Microsoft Azure Cloud Services•Microsoft Azure Machine Learning Suite•Microsoft Azure Analytics Suite
ABBDeveloping innovative products and services to meet customer demand
Customer Story
Challenge• Support safe
operations of flights.
• Increase productivity of mechanics.
• Improve quality of flight training and maintenance.
• Build brand and innovate in operations and customer service.
StrategyUsing the Microsoft HoloLens, users can see a version of a plane's engine and other equipment placed in the real world.
Users can manipulate equipment, find specific parts, and simulate cockpit operations as though sitting in the cockpit seat. Japan Airlines is also adopting Microsoft’s Surface Hub to streamline their development processes.
Results• Improve training and
quality of performance for maintenance crews
• Enable supplementary training for flight crews, and trainees seeking promotion to copilot status
• Optimize operations
“We believe that HoloLens can contribute to the safety of our business, which is the most important criteria for airlines.”
Koji HayamizuSenior Director of the Planning Group for
JAL’s Products & Service Administration Department
Transform Your ProductsCustomer Japan Airlines
Country Japan
Technology
•Microsoft HoloLens•Windows 10
Japan AirlinesLeveraging new technologies to drive innovation in business operations and customer service
Customer Story
ChallengeNeed better insight and collaboration to stay in constant motion and support the rapid pace of technological changes in the Formula 1 sport.
StrategyThe Lotus team leverages data coming from the car telemetry system, and using predictive analytics and machine learning, apply the insight to quickly and collaboratively innovate and produce better components.
Results• Increased agility when
developing and integrating design changes
• Improved sharing of information
• Increased cost awareness at all levels
• Support just-in-time manufacturing with improved insight into parts lifecycle
“We tied Dynamics AX in with everything from design release to consumption of parts on the car at the track, this included project-based
manufacturing and design engineering– the production of the car.”– Thomas Mayer
COO, Lotus F1 Team
Transform Your ProductsCustomer Lotus F1
Country United Kingdom
Technology
•Microsoft Dynamics AX
Lotus F1Insight and collaboration enable rapid advances in technology, design, and production
Customer Story
Transform Your Products
Products
• PowerBI• Skype• Microsoft Social
Engagement• CRM Online• Office 365• Media Services• Azure CDN• SharePoint
• Azure Machine Learning
• Stream Analytics• Azure SQL DB• Azure Storage• HD Storm• HD Insight
Products at a Glance
Appendix
Digital Transformation Portal - http://aka.ms/transformDigital Transformation Narrative – https://fm.clouddam.microsoft.com/en-us/asset/234694
Book of Dreams Landing Page:http://aka.ms/BookOfDreams
Additional Resources
EPG
Book of Dreams
Services PortfolioServices Portfolio Home - http://aka.ms/Portfolio
Integrated Solutions Landing Page:http://aka.ms/ISP
Integrated Solution
Contributors and Reviewers (continued on next slide)Core
Development Team
Andy Eunson, David Meltzer, Eiko Ermold, Eve Enslow, J.D. Meier, J.P. DeCuire, Kristin Johnsen, Steve Sweetman
Contributors and Reviewers
USAdil Soofi, Ali Powell , Art Akerman, Atul Totre, Andrew Comas, Barry Robbinson, (MCS), Bill Malinak II, Bob Yates, Brian Loomis, Brian Otto, Brian Roach, Brook Karen, Celso Avelar, Chris Regan, Dan Weiss, Dave Bukovich, David Carroll, David Esposito, David Middleton, David Schroder, Dean Abrams, Ed McGinn, Edward Clark, Hilton Pereira, Hugo Martorelli, Jay Inman, Jeff Saper, Jerry Yang, Jim Burns, Jim DeMarco, Jim Smith, Joel Byford, John Roach, John Thompson, Jolly Kaur, Joseph Starwood, Kathy Cox, Keith Homiski, Ken Truitt, Keven Markham, Kevin Zhang, Kim Murphy, Kosma Zygouras, Marc Dencker, Marc Ashbrook, Marc Garcia, Manik Sarka, Matt Diamond, Matt Valentine, Matthew Slavin, Michael Sternberg, Mike Tokarcik, Mitchel Hudson, Nat Dodge, Nick Davenport, Pete DiPaola, Phillip Eng,
Rajan Dwivedi, Randy Hounsel, Ravi Mundhe, Rich Diaz, Rich Waller (Acting), Sarah Steiger, Sree Sundaram, Steven Hollinshead, Sunny Amin, Sue Ellen Jeffrey, Vivek Ratna, Will Macdonald
AustraliaAl Sheena, Itay Feldman (Adecco), Joe Dicarlo, Luanne Middleton-Cross, Martin Welsby, Matt Beer, Rita Arrigo, Salim Naim, Stan Kotlyar, Tuan Jean (TJ) Tee, Wayne Hart
CanadaAhmed Ayad, Attilio Bagnulo, Brad Clayton, Christine Trudeau, Daniel Martin, Evan Diamond, Gary Pronych, George Earl, Goran Skenderija, Ian Hunter, James Dzidek, James Sheppard, Jason Konoff, Jason Searle, John Gardner, JP Poinsignon, Mark Lamb, Michael Minnie, Pierre St-Aubin, Renaldo Scalabrino, Robert Wood,Shawn Roberts, Steven Major, Umit Tric
GermanyAlbert Kolb, Alexander Wicher, Andreas Brands, Andreas Kopp, Arnd Simon, Axel Schwarz, Bianca, Christian Peche, Christian Roller, Detlef Kaiser, Detlef Kraus-de Weerth, Domnik Langrehr, Doris Präger, Eric Pferrer, Frank Blankertz, Frank Kaleck, Henrik Leiste, Jens Neumann, Joerg Hassenbach, Jörg Stephan, Lei Liu, Marcus Kunde, Markus Raquet, Martin Beyer, Martin Diewald, Matthias Progscha, Michael Mueller, Nicole Lang, Ralf Hensel, Robert Brands, Ruediger Thomas, Simon Mattes, Steffen Futtere, Volkmar Eich, Volker Strasser
Many thanks to the following key contributors and reviewers:
Contributors and Reviewers (continued from previous slide)
Contributors and Reviewers
IndiaAbhrajit Ray, Aniruddha Sen, Ashish Kumar (ADHIKARI), Balasubramanian Somasundaram, Gopi Srinivasan, Guru Bharadwaj, Mohit Juneja, Pravin Kumar Mishra, Ramesh Paturi, Rathi Ranjan Dasqupta, Samir Shah (MCS), Srinivasa Sivakumar, Subhro Mukherjee, Tarun Malik, Vikram Munjal, Vishnu Bhavaraju
JapanAtsushi Marutani, Shinpei Misawa, Masahiro Utsu, Ryuichiro Hamada, Shogo Akashi, Yasuyuki Tsuchiya
Latin AmericaAlessandro Martins, Alexandre Nardi, Ana Atienzar Molpeceres, Daniel Juarez, Fernando Machado Piriz, Ian Webster, Jorge Diaz-Zapater, Jorge Morales Meneses, Lucia Serra, Luis Young, Rajiv Shah, Raul Flores Palacios, Roberto Garcia, Victor Alfonso Mendivil, Vijay Musuvathy, Waldir Arevolo de Azevedo Filho, Willman Garzon
S. AfricaAndre Truter, James Van Den Berg, Johan Klut, Khaliq Dollie, Khaliq Dollie, Kim Schulze, Robbi Laurenson, Rochelle Mountany, Rupert Nicolay, Tristan Naidoo
Western EuropeAlan Buglass, Aldo di Somma, Alessandro Lombardi, Alex Winch, Andrew Jones, Andrew Quinn, Andrew Read, Andy Smith, Andy Winskill, Angus Duncan, Bandar Alsharfi, Bernd Schneider, Colm O'Halloran, Dave Preedy, David Rowe, Edzard Paulussen, Ged Hickman, Gill Glover, Giuseppe Bordonali, Hemant Anand, Hugh Steele, Ian Burgess, Ian Crow, Ian Erridge, Ingrid Jack, James MacGregor, Jason Deskin, Jennifer Morrison, Jeremy Davey, Jerome Clement, Katharina Hofmueller, Kunal Kodkani, Mark Loughran, Markus Christen, Martin Eggimann, Martin Wilkins, Michael Vermeersch, Mike Myers, Nick Ryan, Paul Farnan, Paul Lidbetter, Peter Deane, Peter Simons, Philip Rowland, Roderick Morgan, Roger Chappé de Léonval, Serge Thomas, Shashi Rana, Simon Ripley, Simone Vicoli, Sonja Ridley, Stefan Fischer, Stephen Kell, Steve Williams, Stuart Murray, Sylvia Croxall, Thomas Palmié, Vivek Warrier