Copyright © 2015 HCL Technologies Limited | HCL’S STRATEGIC DIRECTION Krishnan Chatterjee –...

Copyright © 2015 HCL Technologies Limited | www.hcltech.com

HCL’S STRATEGIC DIRECTION

Krishnan Chatterjee – Head, Digital Task Force

2 Copyright © 2015 HCL Technologies Limited | www.hcltech.com

VALUES TO VELOCITY: CREATING UNPARALLELED CUSTOMER DELIGHT

TRUST, TRANSPARENCY,

FLEXIBILITY

VALUE CENTRICITY

EMPLOYEES FIRST

HCL Tops Forrester North America Apps Wave CSAT Two Years in a row

Source : Forrester North America Application wave 2014

21st Century Tech Enterprise

1000

1300

1200

EB

IT (

$M

N)

FY14

0

100

200

300

400

500

600

700

800

900

1100

0 1 2 3 4 5 6REVENUE ($ BN)

FY08(CSAT-26)

FY10(CSAT-46.8)

FY09(CSAT-38.3)

FY11(CSAT-41)

FY12(CSAT-48.6)

FY13(CSAT-57.3)

FY14(CSAT-58.6)

1 BN USD NET INCOME

5 BN USD REVENUE

15 BN USD MARKET CAP


CULTURAL TRANSFORMATION – IDEAPRENEURSHIP

https://www.youtube.com/watch?v=_Plr_9iwMqY


Click here http://microsoft.hcltech.com/ideapreneurship

No idea is big or small, every idea matters! It’s

important to motivate the team to create ideas and manage them well. It’s the culture of

ideapreneurship that helped us take our relationship with

Microsoft beyond any contracts

Customer was looking to automate the entire tedious process of manual testing of mobile devices

Sanjeev created a robotic arm to test the applications on the mobile devices, eliminating the manual intervention

The solution helped the customer save $ 2.5 M and made the team win a special award in customer forum for this idea.

Sanjeev is a Group Project Manager, working with Microsoft ERS Team & has 11+ years of experience with HCL

SANJEEV PUROHIT

SANJEEV PUROHIT


GEN 2.0 BEHAVIOR – FROM COST TO INNOVATION

Model

Unlock Capital

RTB – CTB Mix

Revenue Impact

Cost Focus

Cost Focus

Revenue Focus

Revenue Focus

Gen 2Gen 1 Gen 2

Resource Based T&M

Labor Cost

90 - 10

Minimal

Managed Services

IT Cost

65 - 35

Minimal

XaaS

Business Cost

50 - 50

Transformational

Transition

Cost Impact

Revenue Impact

Lean Principles

Business as a Service

Shifting Demands


BUSINESS VALUE CHAINS MADE POSSIBLE THROUGH TECH DISRUPTIONS

CTO

CMO/LOB

CIO

Center of Gravity

FUNCTION

Val

ue

Ch

ain

Disruption

IIOT and CIOT

Next Generation Operating Model

Digitalization

CULTURE

Gen 3

Value Chain

Value Chain

Value Chain

Asset

Service

User


THE ELEPHANT IN THE ROOM

SELLER

PLATFORM ENABLEMENT

CTO – Platform Led

TRANSFORMATION

CEO – Enterprise Wide

SMAC

CDO - Capabilities

TECHNOLOGY COMPANIES

CIO – Technology

Led

AgenciesAdvertising KPO’s

CMO – Marketing

BUYER


CAUSED BY A STREAM OF INFLECTION POINTS E

NT

ER

PR

ISE

FRONT OFFICE

BACK OFFICE

MIDDLE OFFICE

CONSUME

Digitally Augmented Products

PROMOTE

Zero Moment

SELL

E- commerce

SERVICE

Multi Channel

PROCESS

Disruptive approach to Transaction cost

WORKFORCE PRODUCTIVITY

Social Workforce Disruption

ECOSYSTEM COLLABORA

TION

Digital Ecosystem

Collaboration

INTEGRATION CONTENT DATA

Cloud Computing

OPERATIONS

Digital Operating Model


DIGITALIZATION

DIGITALIZATION: THE USER VALUE CHAIN CHOICE

*USER: In the frame of reference of Digital user is customer, employee, management and other stakeholders

Through which a business led technology value chain transforms user experience effectiveness into agility, growth & profitability

ENTERPRISE DIGITAL ENTERPRISE

Process Centric Business Model User Centric Business Model

Product/Service as a P&L Customer Life time Value as a P&L

Product or Service Mindset Product + Service Mindset

Value at a point of time Value over a period


SPRINT VS MARATHON

Day -1 Day - 0

Day + 1

USER CENTRICDESIGN

■ HCL ERS remains largest Indian ESP, and notches up to become 5th largest Global ESP in terms of revenues

DIGITALRUN

■ 50% of HCL’s Revenues are pure play Industrial standard Operations

■ HCL next generation operations disrupt more than 50% of the IT spend of Organizations

VALUE CHAINELEMENT MVP

■ HCL AXON leads with Global Consulting and Implementation

■ Only tech company to provide a Unique Innovative approach for User Centric Design to help customers accelerate digital transformation

HCL offers a wide range of R&D/ Product engineering services across multiple industry segments

HCL is a leader among software development vendors

HCL should be considered whenever embedded software design outsourcing is required

HCL rated as a leader and rated No 2 overall in the Forrester Infrastructure Outsourcing wave

HCL a Strong performer across both B2B and B2C Commerce Service provider

HCL rates as a leader in Mobile Application Development and Testing

HCL Technologies helps customers accelerate digital transformation by offering cXstudio - Why Agile Matters for CX


FOUNDATION SERVICES

HCL CAN INTEGRATE ACROSS AND DELIVER IN A MODULARIZED FASHION

PLATFORMOPERATIONS

FOUNDATION SERVICES

2. PROMOTE Digital Marketing and promotion Digital Advertising Monitor reputation/ Loyalty Build customer communities

1. CONSUME New Digital product / Service Digitally-augmented Product / Service (Digital wrappers, Transitioning Physical

to Digital)

3. SELL e-Commerce m-Commerce Social-commerce

OPERATIONAL & ENTERPRISE FOCUS

5. PROCESS DIGITALISATION Digitalizing processes Adaptability to external

changes

6. WORKFORCE PRODUCTIVITY Active knowledge

sharing Use of internal social

networks, Crowdsourcing

Working anywhere, anytime

Automation and Self Healing

7. ECOSYSTEM COLLABORATION Active collaboration

with partners / suppliers eBidding, eSourcing etc.

4. SERVICE Transaction Cost Avoidance Intelligent Service Support

11. INTEGRATION & API 12. CONTENT 13. Data

API-fication for service consumption by business

Enterprise system integration

Content Platforms Multichannel content rendition Multichannel content delivery and support

Data Preparation Data Management Data Lakes

Mobility Consumer Analytics

9. GOVERNANCE, REGULATORY & COMPLIANCE

Regulatory & Compliance

8. USER EXPERIENCE EFFECTIVENESS (User Experience + Analytics)

CUSTOMER FOCUSSED DIGITAL EXPERIENCE

CONTENT OPERATIONS

Data integration Big data

Research

COMMUNITY OPERATIONS DATA OPERATIONS TECHNOLOGY OPERATIONS

Impress, Platform Acceleration Suite, App Test Factory, Intelligent Sustenance Engineering, Universal content migrator Intelligent Tech Support, Product Intelligence, Socialytics, SocialReach, News4U, CoSocial, SocialWeb, ProcessWatch, IDEA framework,

Mobile Enablement, eCommerce Health assessment Tool, Package Applications/platform Assessment Framework

UX Design

Tools/ IP’s/ Accelerators Frameworks


USER EXP. EFFECTIVENESS DELIVERED IN A SECURE & COMPLIANT FASHION

BUSINESS REAL ESTATE

CONSUME PROMOTE SELL SERVICE PROCESS WORKFORCE ECOSYSTEM

Content Operations

Community Operations

DataOperations

Technology Operations

User Experience Effectiveness Security and ComplianceSecurity and Compliance

Dig

ita

l O

pe

rati

ng

Pla

tfo

rm

Integration Content Data

Ela

sti

c

Tec

hn

olo

gy

Rea

l E

sta

te


HOW HCL DELIVERED THE EXPERIENCE ACROSS THE VALUE CHAIN

BUSINESS REAL ESTATE

CONSUME PROMOTE SELL SERVICE PROCESS WORKFORCE ECOSYSTEM

Digital Lending Platform

Smart Lending Platform

Loan is Incidental, 3rd Party

Products and Services

Phygital Customer

Service and Service

Management

Flexible and Open platform to result in a time

disruption from 4 hours to 3 secs.

Use ecosystem for Better risk prediction & to integrate into

affiliates &partnerships

511 new customers 18.5k Hits

1.22 Mn PLN of Loan Sanctioned

3000 customers applied Vs

50 budgeted

First 30 days


DIGITAL CANNOT EXIST WITHIN THE CONTOURS OF THE CONTRACT

Large Traditional Postal company transformed itself into an

E-commerce Logistics Provider be leveraging the User Value Chain

A Pay day loan lending company transformed itself into a

Smart Lifestyle payment platform with third party products and services enabled through a mobile and a website

Turned a traditional cold supply chain logistics provider to an Incentivized

Ecosystem of Upstream and Downstream value chains rapidly crashing costs

For a large manufacturer and distributor, retail visibility was brought back into the Supply

chain through Mobility, disrupting Transaction time by a third.

ENTERPRISES LEVERAGING DIGITAL ADJACENCIES

1

2

3

4


20 CXOS VALIDATE HCL TAKING RELATIONSHIPS BEYOND THE CONTRACTSTHESE 20 CXOS CONTRIBUTE TO 20% OF HCLTECH REVENUE

$6.8 BILLION | 105,000 EMPLOYEES | 31 COUNTRIES

https://www.youtube.com/watch?v=JzfmzTcVUJg

Copyright © 2015 HCL Technologies Limited | HCL’S STRATEGIC DIRECTION Krishnan Chatterjee –...

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