LOVABLE DIGITAL TRANSFORMATION - CINTEL...we are real e2e transformation partners delight your...
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LOVABLE DIGITAL TRANSFORMATION
Transcript of LOVABLE DIGITAL TRANSFORMATION - CINTEL...we are real e2e transformation partners delight your...
LOVABLE DIGITAL TRANSFORMATION
We are real E2E transformation partners
DELIGHT YOUR CUSTOMER
FLEX YOUR PLATFORMRE-ORIENT YOUR BUSINESS
Understand your customer to design
and deliver inspiring and personalized
omni-channel experiences
Relevant, Elegant, Simple
Power the business and customer
experiences by optimizing the marketing,
content, and commerce technology and
operations scaled as needed to perform
Robust, Scalable, Deployed, Fast
Transform the business and operating
models towards customer-centricity and
agility while infusing innovation and
analytics into the core culture
Effective, Agile, Delivers, ROI
WE ARE EXPERIENCE ARCHITECTS
FOR US, EVERY
BUSINESS IS A DIGITAL
BUSINESS
BRIAN WHIPPLESENIOR MANAGING DIRECTORACCENTURE INTERACTIVE
WE ARE LASER-FOCUSED ON
HELPING CLIENTS CREATE THE
BEST CUSTOMER EXPERIENCES
ON THE PLANET.
Agenda
█ DIGITAL TRANSFORMATION FRAMEWORK
Applying new technology to optimize
operations while focusing primarily on
traditional channels, transforming
processes and building/acquiring
business capabilities
Shifting old processes
to new channels,
creating a lovable
customer experience,
fulfilling their liquid
expectations
Combining new technology and
new channels while transforming
operations that drives higher
satisfaction and lower costs to
maximize conversions, acquisition,
engagement and loyalty
Digital
Capabilities
Efficiency
Digitize
Operations
Digitize
Customer
Experience
Digitize Processes
Dig
itiz
e C
hanne
ls
Digital
Business
Today
Go
Digital
Be Digital
DIGITAL TRANSFORMATION
1
Improving efficiency and CEXReduce frictions, align customer experience
2
Create delight momentsTransform painful moments into pleasure through design
3
Digital LifestyleNew services, content apps, processes and capabilities 4
Living services TelcoEcosystem partner
Liv
ing
Se
rvic
es
Te
lco
Uti
lity
Te
lco
TODAY: Transaction based TOMORROW: experience and emotion
PIPES: EFFICIENCY AND COST RED. LIVING SERVICES: REINVENT RELATIONSHIPS
DIGITAL EVOLUTION TELCO
Telcos must be ‘sexy’Telcos are lifestyle facilitators and have to align themselves to customer values
TRANSACTION RELATIONSHIPRationalCommodityShort termReduce interactionsCost & efficiencySatisfaction
PROCESS OPTIMIZATION
EmotionalDifferentiationCustomer Lifetime ValueLifestyle partnerValue and engagementDelight
DESIGN & INNOVATION
MORE THAN CONNECTIVITY…
GO DIGITAL
BE DIGITAL
BUSINESS MODEL
TOP OF LINEGROWTH
PROCESS
NEW
CONSUMER TOUCHPOINTS
ECOSYSTEM
DISRUPT
CONSUMER UNDERSTANDING
PEOPLE
ENHANCE
THE “DIGITAL TRANSFORMATION”
FRAMEWORK
GO DIGITAL
BE DIGITAL
BUSINESS MODEL
TOP OF LINEGROWTH
PROCESS
NEW
CONSUMER TOUCHPOINTS
ECOSYSTEM
DISRUPT
CONSUMER UNDERSTANDING
PEOPLE
ENHANCE
THE “DIGITAL TRANSFORMATION”
FRAMEWORK
A. CONSUMER UNDERSTANDING
1. DATA OVER MEDIA
2. CONSUMER BEHAVIOR AND MOMENTS VS TRANSACTION HISTORY
3. DATA THAT ENABLES SEAMLESS ENGAGEMENT (ACTIVATIONS,
EXPERIENCES, OFFERS)
Understanding needs
13
FUTURE CUSTOMER EXPERIENCE VISION
B. TOP OF LINE GROWTH
1. NEW REVENUE STREAMS
2. NEW LINES OF PRODUCTS OR SERVICES
All about the revenue
C. CONSUMER TOUCHPOINTS
1. BETTER ENGAGEMENT
2. LOWER COST OF SALES
3. MICROMOMENTS AS DRIVER OF BUSINESS
Understanding needs
Copyright © 2017 Accenture. All rights reserved.
GO DIGITAL
BE DIGITAL
BUSINESS MODEL
TOP OF LINEGROWTH
PROCESS
NEW
CONSUMER TOUCHPOINTS
ECOSYSTEM
DISRUPT
CONSUMER UNDERSTANDING
PEOPLE
ENHANCE
THE “DIGITAL TRANSFORMATION”
FRAMEWORK
D. PEOPLE
1. LEADERSHIP ALIGNMENT
2. EVOLVING AND EMPOWERING WORKFORCE (AI + MACHINE LEARNING)
3. CULTURE
4. NEW ROLES
All about the culture
E. PROCESS
1. INNOVATION
2. BACKOFFICE AUTOMATION + IOT
3. FASTER CYCLES for PRODUCT AND SERVICE DEVELOPMENT
4. GOVERNANCE
TIME and Effectiveness
F. ECOSYSTEM
1. OPEN INNOVATION AND CORPORATE VENTURES
2. REDEFINING THE ROLES OF OUR PARTNERS
3. CO-CREATION AND CROWDSOURCING
Facilitate interaction
THE “DIGITAL TRANSFORMATION”
FRAMEWORK
GO DIGITAL
BE DIGITAL
BUSINESS MODEL
TOP OF LINEGROWTH
PROCESS
NEW
CONSUMER TOUCHPOINTS
ECOSYSTEM
DISRUPT
CONSUMER UNDERSTANDING
PEOPLE
ENHANCE
G. ENHANCE
1. IMPROVE BUSINESS MODEL ELEMENTS
2. CONTINUOUS MODELING AND IMPROVEMENT
3. MAKE GOOD PRODUCTS/SERVICES BETTER
On existing
H. NEW BUSINESS
1. CREATE NEW BUSINESS MODELS STARTUP APPROACH
2. DIGITAL TECHNOLOGY VIGILANCE
Innovate
I. DISRUPT
1. BUSINESS MODEL TRANSFORMATION CAPABILITIES
Innovate
FASTER ADOPTION CYCLES
Agenda
█ LOVABLE TRANSFORMATION
Continuous disruption
1
2
3
Innovate
1
Pilot
2
Scale
▪ Stay where innovation happens
▪ Choose innovation vehicles to catch right business options
▪ Leverage internal best practices
▪ Rapid prototyping
▪ Attract the right skills
▪ Rapidly deploy new digital products / services
▪ Match digital innovation according to market and business needs
▪ Create assets on relevant digital capabilities
▪ Operate "at scale" to generate efficiency
▪ Expand success pilots through transformation engine
3
Traditional market adoption curve
New digital market adoption curve
THE “SHARK FIN” EFFECT
NOT MVP BUT MLP
“MINIMUM LOVABLE PRODUCT”
MINIMUM LOVABLE PRODUCT
DELIGHTFUL
NOT THISDO THIS
VALUABLE
USABLE
FEASIBLE
Agenda
█ KICK STAR DIGITAL TRANSFORMATION
IT IS ABOUT LEADING AN
ORGANIZATION, BUSINESS
AND CULTURAL
TRANSFORMATION
It is not only about technology
THE “DIGITAL HOUSE” FRAMEWORK
“Lighthouse” immediate initiatives
that will allow the company to
evolve their current businesses
PROJECTS THAT ENHANCE
THE CURRENT BUSINESS
“Cutting new ground” initiatives that
can transform current businesses
and create new sources of value”
MID-LONG TERM NEW OR
DISRUPT BUSINESSES CREATION
Capabilities required to enable the
Digital Transformation of the company
Definition of company’s ambition, key levers to
and expected results for the Digital Transformation
“Digital Disruption”
Vision
Digital Capabilities
“Brilliant Basics”A vision is
supported by
tangible results
and lighthouse
projects that
changes the Digital
maturity and
creates impacts
into the business
We begin
working on our
AMBITION / VISION
These initiatives
require structural
digital capabilities
to succeed
1
2
3
Copyright © 2017 Accenture. All rights reserved.
Customer Experience
• From customer relationship to
customer delight
• Digital Marketing, Sales and Service
New Products & Services
• Limitless business offerings leveraging IoT
• Product innovation and service digitalization
Digital Core Infrastructure
• Multi-Speed IT Architecture
• Software-based network
Extended enterprise
• Community development
• Open platforms and APIs
• Investing and fostering innovative startups
Analytics & Big Data
• Visual Analytics
• Advanced Analytics
• Data Integration and Mgmt
FIVE PRIORITIES TO COMPETE IN
THE NEW DIGITAL ECOSYSTEM
Copyright © 2017 Accenture. All rights reserved.
GO DIGITAL
BE DIGITAL
BUSINESS MODEL
TOP OF LINEGROWTH
PROCESS
NEW
CONSUMER TOUCHPOINTS
ECOSYSTEM
DISRUPT
CONSUMER UNDERSTANDING
PEOPLE
ENHANCE
“Digital
Disruption”
Vision
Digital Capabilities
“Brilliant
Basics”
•¡GRACIAS!
Daniel Arbelaez
+57 3146820112
Linkedin.com/in/danyarbelaez
Copyright © 2017 Accenture. All rights reserved.
