Digital & Omnichannel CX Transformation Strategies. Gilles Talbot Strategic Business Consulting

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2 Digital & Omnichannel CX Transformation Strategies Gilles Talbot Strategic Business Consulting

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5 THERE IS NO DIGITAL STRATEGY, IT S SIMPLY STRATEGY IN A DIGITAL WORLD

6 NIKEiD Online customers can order personalized shoes in hundred of colors combinations. Digital tools have made product design and manufacturing faster and more efficient than ever before. IMPROVE VISIBILITY AND PERFORMANCE IN ITS OPERATIONS INCREASE EFFICIENCY REDUCE WASTE ENHANCE CORPORATE SOCIAL RESPONSIBILITY IN THE COMPANY GLOBAL SUPPLY CHAIN

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8 DNA of Digital Masters DIGITAL CAPABILITY LEADERSHIP CAPABILITY TECHNOLOGY-ENABLED INITIATIVES IN: CUSTOMER EXPERIENCE INTERNAL OPERATIONS BUSINESS MODELS LEADERSHIP CAPABILITIES INCLUDING: VISION GOVERNANCE ENGAGEMENT IT-BUSINESS RELATIONSHIP Source : Capgemini Consulting

9 DIGITAL CAPABILITY Social Media Digital Product Design Customized Manufacturing FROM SEPARATE Digital Division: Nike Digital Sport LEADERSHIP CAPABILITY Digital Marketing Digital Product innovation/design Digital Commerce (e/m-commerce) Digital technologies (GPS, mobile, etc.) Customer analytics INITIATIVES TO FIRM-LEVEL TRANSFORMATION

10 DIGITAL CAPABILITIES Four levels of digital mastery FASHIONISTAS DIGITAL MASTER BEGINNERS CONSERVATIVE LEADERSHIP CAPABILITY Source : Leading Digital

11 Some industries average higher mastery than others Source: Leading Digital

12 but every industry already has digital masters Percentage of firms in each industry by quadrant High Technology 38% 25% 21% 17% Banking 35% 23% 23% 19% Insurance 33% 33% 13% 21% Travel and hospitality 31% 19% 50% Telecomm 30% 17% 48% 4% Retail 26% 30% 17% 26% Consumer Packaged 24% 16% 28% 32% Utilities 20% 40% 20% 20% Manufacturing 12% 26% 17% 45% Pharmaceuticals 7% 17% 43% 33% 0% 20% 40% 60% 80% 100% Digital Master Conservative Fashionista Beginner Source: Leading Digital

13 Digital Masters outperform their peers REVENUE GENERATION EFFICIENCY PROFITABILITY MARKET VALUATION +6% +9% -11% +26% -12% +12% -4% -10% -24% +9% -7% +7% Basket of indicators: Revenue / Employee Fixed Asset Turnover Basket of indicators: EBIT Margin Net Profit Margin Basket of indicators: Tobin s Q Ratio Price / book ratio Source: Leading Digital - Survey of 391 companies with Revenue > 500M in 30 countries

14 DIGITAL CAPABILITIES Four levels of digital mastery FASHIONISTAS DIGITAL MASTER BEGINNERS CONSERVATIVE LEADERSHIP CAPABILITY Source : Leading Digital

15 THE ROLE OF TECHNOLOGY HAS SHIFTED FROM BUSINESS ENABLER TO BUSINESS DRIVER

16 Building Digital Capabilities CUSTOMER EXPERIENCE OPERATIONAL PROCESSES BUSINESS MODELS Better Relationships Better Processes Better Products/Services

17 Building Digital Capabilities CUSTOMER EXPERIENCE & ENGAGEMENT OPERATIONAL PROCESSES OPERATIONAL PROCESSES BUSINESS MODELS

18 POLL DOES YOUR COMPANY HAVE A STRATEGY FOR A DIGITAL WORLD?

19 TRANSFORMATION OF BUSINESS ACTIVITIES, PROCESSES, COMPETENCIES AND MODELS TO FULLY LEVERAGE THE CHANGES AND OPPORTUNITIES OF DIGITAL TECHNOLOGIES AND THEIR IMPACT ACROSS SOCIETY

20 CUSTOMER-CENTRICITY, CUSTOMER-FACING PROCESSES AND THE END-TO- END CUSTOMER EXPERIENCE ARE KEY IN DIGITAL TRANSFORMATION STRATEGIES CUSTOMER EXPERIENCE OMNICHANNEL ENGAGEMENT

21 Omnichannel CX DELIVER PERSONALIZED, PREDICTABLE, AND PROACTIVE EXPERIENCES CONSISTENTLY MANAGE YOUR WORKFORCE ACROSS ALL CHANNELS ROUTE EACH INTERACTION TO THE BEST RESOURCE POSSIBLE EMPOWER WITH A SINGLE OMNICHANNEL DESKTOP SUPPORT ALL CHANNELS VOICE AND DIGITAL ACROSS YOUR ENTIRE ENTERPRISE PROACTIVELY MONITOR AND ENGAGE ON YOUR WEBSITE OR MOBILE APPLICATION MONITOR AND MANAGE YOUR GLOBAL OPERATIONS MEET AND PREDICT CUSTOMER COMMITMENTS IN REAL TIME

22 Ingredients for a successful transformation 1 ONE STRATEGY, SUPPORTED AT BOARD LEVEL CUSTOMER CENTRIC APPROACH DON T THINK IN TERMS OF CHANNELS, BUT IN TERMS OF JOURNEYS MAP EXISTING CUSTOMER JOURNEYS DESIGN OPTIMIZED ONES BUILD INCREMENTALLY, AND MEASURE SUCCESS

23 Impact of Omnichannel transformation STRATEGY PEOPLE PROCESS TECHNOLOGY

24 POLL DO YOU THINK YOU NEED MORE HELP WITH: 1. DEVELOPING A STRATEGY FOR A DIGITAL WORLD. 2. OPERATIONALIZING AND EXECUTING YOUR COMPANY S DIGITAL STRATEGY.

25 WE CAN HELP!

26 ENTERPRISE DIGITAL TRANSFORMATION BUSINESS MODEL OPERATIONAL PROCESS CUSTOMER EXPERIENCE BUSINESS DRIVER customer experience platform STRATEGIC BUSINESS CONSULTING ROADMAP BASED ON OUR RECOMMENDATIONS AND BEST PRACTICES CUSTOMER EXPERIENCE MANAGEMENT MATURITY MODEL

27 How we can support SCENARIO 1 YOU ARE DRIVING AN ENTERPRISE DIGITAL TRANSFORMATION PROGRAM DIGITAL CULTURE INTERNAL PROCESSES ENTERPRISE-WIDE DIGITAL TRANSFORMATION CHANGE MANAGEMENT FOCUS ON DIGITAL CX TRANSFORMATION, ALIGNING WITH GLOBAL DIGITAL STRATEGY THAT HAS BEEN OR IS BEING DEFINED SCENARIO 2 YOU ARE NOT ENGAGED IN ANY ENTERPRISE DIGITAL TRANSFORMATION PROGRAM EXPLAIN DIGITAL TRANSFORMATION BASICS SUPPORT DIGITAL CX TRANSFORMATION ENTERPRISE-WIDE DIGITAL TRANSFORMATION, DRIVEN BY CX TRANSFORMATION SUPPORTED BY MANAGEMENT CONSULTANTS

28 CX Digital Transformation Process Strategy & Vision Design Execute Analyze Plan Monitor & Support CX DIGITAL TRANSFORMATION PLANNING PHASE VALUE APPRECIATION PHASE

29 TAKE ACTION! TODAY OR TOMORROW PLEASE VISIT US IN OUR CUSTOMER SUCCESS BOOTH AT THE PAVILION TO GET MORE DETAILS ABOUT WHAT WE CAN DO FOR YOU. SIGN UP NOW TO GET BENEFITS OF OUR EARLY ADOPTER PROGRAM WHEN YOU ARE BACK AT THE OFFICE COMPLETE YOUR SELF ASSESSMENT TO IDENTIFY YOUR CURRENT LEVEL OF DIGITAL MASTERY CONTACT US, WE CAN HELP YOU TO DEFINE, ADJUST AND EXECUTE YOUR CX DIGITAL TRANSFORMATION FROM PHARMA TO MANUFACTURING TO HIGH TECH - SOME COMPANY IS ALREADY REAPING THE BENEFITS OF THE DIGITAL ADVANTAGE. EVERY OTHER COMPANY IS BEHIND.

30 GILLES TALBOT PRINCIPAL BUSINESS CONSULTANT , Genesys Telecommunications Laboratories, Inc. All rights reserved.