Digital transformationstarts with Crowdsource your transformation

Jackelien Veldstra Director Digital Transformation KPN

YOU!

My personal transformation

Time

Tech

nic

al e

volu

tio

n

Transformation

Transformation

Transformation

Our challenge Our challenge

Keep up with the rapidly changing customer needs

Customer centric thinking and

a digital and data savvy workforce

Shorten deliverytime and innovation

to customers

Without ambition and vision…

...you are inno man’s land

...you are inno man’s land

Our ambition andvision

Dig

ital

Cu

sto

mer

Exc

elle

nce

(D

CX)

Digital Operational Excellence (DOX)

Digital ConnectorDigitizing

touchpoints

Digital Master2020

Digital Dinosaur2014

Digital OperatorDigitizingemployees

It’s a balancing act between…

Customer People Process

Digital CX • Omnichannel

• � Identity

• � customer view

• Selfcare

• Apps

Digital craftmanship

• Acquire & retain digital talent

• Digital & data experiences,

training & tools

• Creating new revenue streams

Digital operational

excellence• Digitize core

portfolio& processes

• Open source

• Shift from off to online

6 STEPS TO BOOST DIGITAL CRAFTMANSHIP

�. Determine the ambition of the digitization

⇥. Create a digital environment

⇤. Spot, attract and nurture digital talent

⌅. Provide a learning program

⇧. Build digital-data communities

⌃. Facilitate digital playgrounds

‘This is your world, shape it or someone else will’

Gary Lew

4 essentialsfor today’s and future talents

4 essentialsfor today’s and future talents

Think Customer

Centric

Develop Data

Driven

Digitize Customer

Value

ActAdaptive &

Iterative

“I think reversed, outside-in, to create

raving fans.”

“I think reversed, outside-in, to create

raving fans.”

“Data insights are my precious to

create awesome customer

experiences.”

“Data insights are my precious to

create awesome customer

experiences.”

“Our customers demand digital

experiences. That’s why I develop digital-first.”

“Our customers demand digital

experiences. That’s why I develop digital-first.”

“I dream big but act small to launch,

learn & adapt fast – to be an

intrapreneur.”

“I dream big but act small to launch,

learn & adapt fast – to be an

intrapreneur.”

Bottom up and top down‘everyone needs to step in…

…who is gettingwet first?’

…who is gettingwet first?’

CrowdsourcingExpert skills & mindset

C-level

Management

Employees

Data Digital Basics

Sales

NewBusiness

Brands &Marketing

Products

CustomerService

CustomerExperience

Data &Analytics

Hubs

Virtual hubs are small teams that laser-focused accelerate the digital transformation

EducationHub

Change Hubto accelerate

the data-digitaltransformation

ChampionsHub

PartnerHub

VisionHub

Expert Hubper

department

Expert Hubcross

department

‘Essential to make stakeholder mappings’

Work on quality of relationships

Confederates Allies

Fence-sitters

Adversaries Opposers

High

High

Low

Low

Deg

ree

of

alig

nm

ent

Quality of relationship

Ad

apted

from

Peter Block, Th

e Emp

ow

ered M

anag

er (�⌅⇤⇥)

Digital transformationstarts with

YOU! YOU!Nobody said it’s easy…so make sure you manage frustrations and keep on going!

It’s never too late…

The ingredients

ADHDlike

energy

Developthe � essential

talents

Changeyour own

fundamentals

Crowdsource change

ambassadors

Focus on relationships& short term

results

Let technology facilitating

you

Questions?