Digital transformation requires a wholesale reinvention of every aspect of your business Shankar Arumugavelu SVP and CIO, Verizon

Transcription

1 Digital transformation requires a wholesale reinvention of every aspect of your business Shankar Arumugavelu SVP and CIO, Verizon 2017 Verizon. This document is the property of Verizon and may not be used, modified or further distributed without Verizon s written permission.

2 As communication service providers, we helped advance the digital world. We need to capitalize faster on the digitization we championed. 2

3 Customer expectations have changed Transparency Transpare ncy Great service Great Service Seamless Cross-hannel experiences Digital first Digital First On demand On Demand Contextual interactions Contextual Interaction s Simple Personalized Reliable 3

4 Employee expectations have also changed Simplified policies, processes, procedures Digital workplace Working anywhere, anytime, on any device Be the customer advocate End to end customer visibility Employees are digital consumers too; they expect digital capabilities at work 4

5 Digital transformation building blocks Transform products & services Deepen customer engagement Empower employees Optimize operations Technology Organization, talent, and culture 5

6 Our promise: Verizon delivers the promise of the digital world. 6

7 We deliver this promise to our customers following these three principles. Simply. For Me. Reliably. Make it simple to understand Make it simple to deal with Talk human to me Anticipate me Be transparent to me Without fail Find a way Never stop Make it simple to use 7

8 Transform products and services Remote control for wireless plan Upgrade broadband speed using your TV Fios mobile early access Design products to also be the system of engagement 8

9 Deepen customer engagement Communicate in context Anticipate You are paying per-minute rates on international calls. Tap to view available plans > We detect a problem with your DVR. Tap to have a new DVR shipped to you > Be transparent Listen Where s my tech? Voice of the customer Earn customer trust and confidence 9

10 Empower employees in the digital workplace Simplify interactions Enable agents to be customer advocates Provide end to end visibility Customer streams live video Agent can annotate screen Right sell customers Self-sufficient field technicians Employee effort Customer satisfaction 10

11 Optimize operations Dispatch operations Intelligent scheduling Real-time fleet management Keeping customers informed Supply chain transformation Same day delivery Digital operations Anomaly detection Digitalize operations to deliver on the promise 11

12 Technology focus areas 61% Applications Systems modernization 50% Data centers Cloud-native, micro-services, APIs Data analytics Real-time streaming Cross-channel Cognitive/ML User experience Design to fit the 4 screen Chat bots & NLP support Modernize IT architecture to accelerate digital transformation 12

13 Digital IT architecture Systems of engagement Big Data Systems of intelligence Device Digital Call center Stores Usage Diagnostics Interactions Voice assistants Bots Social Systems of record Algorithms Centralized decisioning Real time streaming Cognitive learning Network Intelligence TV Data warehouse ERP Billing Personalized insights Customer behavior Next best action Router 13

14 Innovation acceleration patterns Value creation Business Development PS, Ops & Security Infrastructure Agile DevSecOps Cloud Modern operating model Breaks down silos and barriers Enables frictionless and faster value creation Optimizing for speed and innovation 14

15 Organization, talent, and culture Breakdown silos Test & learn Attract digital talent Immersive learning Employee gamification Hackathons Culture is key to success 15

16 Digital transformation = Business transformation Simplify processes and policies Don t digitize analog processes Obsess over the customer experience Simplify & modernize the IT architecture Organization & process geared to speed & agility Don t wait for perfect Test, learn & iterate constantly Attract, retain & protect top talent 16

17 We deliver the promise of the digital world. 17