Scott Rigby | Head of Digital Transformation, APAC

/rigbyscott @rigbyscott

MythTruth

MythTruth

Misconception: It’s always customer focused

Reality: Digital transformation can be both inward and outward facing

Case Study: Telefonica

Misconception: Leadership need to visible

Reality: Leaders need to be walking the walk and talking the talk

Case Study: Royal Bank of Scotland

MythTruth

Misconception: It’s all about technology

Reality: The power of a digital transformation strategy lies in its scope and objectives

Case Study: Audi

MythTruth

Misconception: It has to be disruptive

Reality: Focus on what needs to change and not the size and scale of it, chunk it down into smaller steps

Case Study: Adobe

MythTruth

Misconception: There is a high failure rate

Reality: This is mostly due to not having enough digitally enabled people in the business to undertake the change

Case Study: REA Group

MythTruth

Striving for 100% Customer Digital Experiences

Making it easy to do business with REA

Norm Duce

Executive Manager, Business Services

realestate.com.au is the #1 place for property

1. Nielsen Market Intelligence, average monthly visits to realestate.com.au plus Nielsen Digital Content Ratings, average monthly app launches (Jul 17 – Jun 18) 2. Nielsen Digital Content Ratings, average monthly launches of realestate.com.au app (Jul 17 – Jun 28) 3. Adobe Analytics, average monthly time on realestate.com.au (Jul 17 - Jun 18) 4. App Store and Google Play, realestate.com.au app downloads (Jul 17 – Jun 18). All multipliers look at Nielsen Market Intelligence, average monthly visits to realestate.com.au plus 5. Nielsen Digital Content Ratings, average monthly app launches compared to the equivalent metrics for domain.com.au site and app (Jul ’17 – Jun’18). Nielsen Digital Content Ratings, total time on app compared with nearest competitor (Aug 17 – Jun 18) 6. Total downloads on App Store and Google Play to June 2018. Unless otherwise indicated, metric multiples refer to the lead over the nearest competitor site and/or app

Total visits

74.6mAverage monthly traffic to

realestate.com.au on all platforms1

Time on app

25% growthAverage monthly total

time across app3

App downloads

1.2mDownloads of realestate.com.au

app in FY184

App launches

23.9mAverage monthly launches of the

realestate.com.au app2

more than

2.6xmore than

2.7xmore than

3.8x more than

7.9m

Outperforming the competition – the largest and most engaged audience on all devices.

5 6

Delivering on our strategy

GlobalProperty Advertising

Lifestyle & Financial Services

The online advertising of property remains at the centre

of our business

Connecting with people throughout their entire

property journey

Extending our expertise into large and growing markets

around the world

Change the way the world experiences property

Business Services purpose and strategy

Purpose: we are dedicated to making all customer interactions with REA a seamless and positive experience on any scale in any country

Why is this important? So we can reduce any barriers with interacting with REA to enable property experiences to be simple, efficient & stress free

Compelling Need for Change

• Customer experience manual & complex

• Products take too long to market• Non-scalable systems & processes• Legacy platform

Where we will be?

Straight through processing Flexible & robust products Speed to market New systems stack

BUSI

NESS

SERVI

CES

Our Pillars of Focus

#1 Enhance Customer Experience across Q2C

#2 Enable Capability for growth and scale

#3 Deliver Operational Excellence

Thinking from a customer’s perspective ….

CompanyCentric

CustomerCentric

What are the current key areas of focus for Business Services?

Create a seamless quote to cash process for customers

Increase speed to market for new products

Improve sales and operational efficiencies

Build solutions, processes and environments that will scale and support future business changes

Why electronic signatures?

Contracts taking too long to process – faster & easier for customers to accept electronically

Customers expect a digital experience from REA

Prevents customers from making amendments to paper contracts which further delays processing

Reduces administration for sales & account managers

Our systems & processes need to be more scalable to be able to better cater for our growth strategies

Change Management to drive adoption ….

Promoting the Benefits

• Understanding the need to change • Benefits for both internal users and

external customers• Pilot used to validate these benefits

Training & Retraining

• Initial training to progressively roll out by line of business

• Followed by retraining to drive adoption

• Ongoing support for user queries

Reporting & Tracking

• Monthly dashboards & league ladders

• Visibility of progress transitioning to electronic signatures

• Continued focus on embedding the new way of working

We took the approach of starting small and rapidly extending usage as user familiarity becomes entrenched.

Change Management to drive adoption ….

Our initial focus has been on achieving 100 % electronic acceptances for all customer contracts. Great momentum is in train withexcellent levels of adoption already achieved for all contracts.

> 70 % electronic 90% electronic 36% electronic

Residential Business Commercial Business Developer Business

E-signatures is a progressive journey….

We are now extending the deployment of e-signatures across all our internal and external processes where appropriate. This includes embedding Adobe Sign into a number of our core systems applications and offshore rollouts .

Jan ‘17 & BeyondApr ‘16 Jun ‘16

Roll Out & Adoption

Proof of Concept

Reaping the Benefits

1. Pilot of base functionality

2. Ensuring buy in for the need to change

3. Adapting contract process to new ways of working

4. Ensure compliance / legal coverage

5. Getting to know the product and broader opportunities

1. E-signatures entrenched in how we work

2. Adobe Sign leveraged with integration to the new Deal Maker system

3. Progressive roll out Adobe Sign for other document processes (e.g. HR)

4. Integration with other systems (e.g. Salesforce)

5. Implement across Asian business

1. Progressive roll out and training to sales teams

2. Reinforce new ways of working

3. Monitor with usage reporting & dashboards

4. Realise early benefits & improved customer experience

5. Utilise more system features to refine process

Thank you