DIGITAL & BUSINESS TRANSFORMATION

HOW TO EFFECTIVELY COMPETE IN THE DIGITAL AGE

WHY IS DIGITAL TRANSFOMATION IMPORTANT?Digital transformation is not an overnight event but rather a series of incremental steps, each delivering a concrete business advantage. In the age of digital disruption, many businesses are losing touch with their customers. These companies don’t need a digital strategy, they need a customer strategy suited for the digital age.

BECOME A CUSTOMER CENTRIC, STREAMLINED ENTERPRISE & INCREASE PROFIT & PRODUCTIVITY.Digital transformation requires organisations to be more customer obsessed and rethink how to empower and deliver technologies to the very people who drive the business and interact with customers: the workforce.

Organisations need to create a customer-obsessed culture to support and create the values that help them understand their customers better.

Only 24% of organizations surveyed are on this path today representing an existential threat to their very survival; for most, it represents immediate and possibly prolonged revenue risk.

Are you one of these organisations?

2. B U S I N E S S T R A N S F O R M A T I O N D I G I T A L C O N N E C T

45%ACHIEVING PROFITABLE GROWTHCEOs of businesses in all sectors are concerned about ways to grow revenueprofitably and efficiently

65%IMPROVING SALES EFFECTIVENESSSales reps now spend most of their time on non-customer activity. Businesses with a customer focus see year on year revenue increases of 9.5%, nearly triple the average of 3.4%

“In the digital age the consumer has never been more interested or more informed.” CEO, Consumer Healthcare, GSK

WHAT ARE THE RISKS OF NOT BEING CUSTOMER CENTRIC FOCUSSEDYour business is already suffering if you don’t have a future proof plan to manage your customer experience. As customers blend their digital and physical experiences, they’re expecting businesses to serve up the right tools and products in their moment of need.

CUSTOMERS ARE DRIVING UP REVENUE RISKEmpowered customers are on the move: 40% of consumers have a high willingness and ability to shift spend, with an additional 25% building that mindset. Today’s customers reward or punish companies based on a single experience.

This behaviour can turn P&L into a leaky bucket. One poor experience can trigger an immediate and possibly prolonged shift in spend to a competitor, forcing companies to increase revenue per customer or grow the customer base to remain flat. This was once a Millennial trademark, but it’s now in play for older generations. It has become normal.

Revenue risk is the wake-up call for companies and will serve to accelerate their customer experience initiatives and the broader efforts to organize and compete in a customer-led market.

“Organizations that invest in CX (Customer Experience) has lead to an increased in overall revenues by 51% and increased customer retention rates averaging 39%” Source: KPMG

4. B U S I N E S S T R A N S F O R M A T I O N D I G I T A L C O N N E C T

43%INTEGRATING SALES AND SERVICEOrganisations expect to transform customer experiences by designing a new, seamless channel strategy

82%REMAINING RELEVANT TO CUSTOMERSCEOs are concerned about whether their company’s current products and services will remain relevant to customers in 3 years from now

“Get closer than ever to your customers. So close that you tell them what they need well before they realise it themselves.” Steve Jobs, CO-Founder, Chairman, Apple

HOW BEST TO DELIGHT YOUR CUSTOMERS?Empowering and enabling your employees to delight customers is the smartest solution. Successful transformation of customer experience starts with a bold, differentiating vision. This `unifying idea’ helps everyone in the organisation behave towards both customers and colleagues in a consistent, effective way. This emerging discipline should be underpinned by training, technology and governance, but informed by innovation and design thinking.

MODERN CUSTOMERSToday’s customers are better informed, better connected and more demanding than ever before. Customers have become incredibly active in their cross-channel integrations with the business. To deliver seamless omnichannel experiences today requires a deep understanding of the customer’s journey, enabling organizations to build long-term, meaningful relationships with their customers.

Forrester asked respondents to rate their CX practices. Very few were able to demonstrate complete optimization across various practices. Only 27% of respondents said they were able to create world-class customer experiences, and only 24% said they were able to improve the whole customer life cycle. In fact, less than a quarter of respondents said they could create a single view of the customer.

Building a great CX is not a one-size-fits-all strategy and most organizations miss one vital transformation channel, enabling their workforce to perform effectively to deliver on customer demands.

6. B U S I N E S S T R A N S F O R M A T I O N D I G I T A L C O N N E C T

89%COMPETING ON CUSTOMER EXPERIENCEOver the next five years 89% of companies expect to be competing on the basis of customer experience

61%ACHIEVING GREATER SPEED & AGILITYGlobal executives want to improve distribution speed, agility and efficiency. Businesses found that information is spread across too many applications. Siloed environments make it hard to complete tasks and inadequate meeting room technology hinders collaboration.

“79% of CEOs believe that their current business models are not disruptive enough”Source: Forrester

HOW CAN YOU EMPOWER YOUR BUSINESS?Empower your employees to create an agile organisation using intelligent tools and process that integrate easily. Silo-based infrastructure is not up to the task for modern customer service. 70% of organizations are challenged in delivering omnichannel experiences due to having to purchase and deploy solutions across an inflexible legacy technology model.

The shift from an Analog organizational (silo) culture to digital organizational culture is often accompanied by a need for people in the organization to adopt new processes, ways of working, and approaches to break down silos and relate differently to customers.

WHAT IS THE RESULT?Workers experience performance problems and disruptions in technology and take a productivity hit, which makes it harder for them to win, serve, and retain customers. To engage with customers, organizations must shift workforce experiences by transforming tools and changing existing processes that can adapt to employee preferences and enable them to complete the task at hand, which is critical for success.

HOW TO EMPOWER YOUR EMPLOYEES & BUSINESSNew Global Media applies omnichannel technology solutions that are scalable, low cost and adapt to employee preferences across your organizations “needs and wants.”

Due to the rise of digital, organizations are seeing seismic shifts in

business operations, culture and technology changes. Savvy executives already recognize that the workforce of the future will require a flexible, purpose-driven work environment that shows up consistently across the employee experience.

HOW TO OPTIMIZE YOUR OPERATIONS & CUSTOMER EXPERIENCECreating today’s customer centric business requires wholesale digital and cultural transformation of the functions of marketing, sales and service.

A newly digitised and fully integrated front office capability can attract, acquire and continually engage with customers. Also, the front office now connects to the whole end-to-end supply chain in real time, to enable the whole enterprise to become responsive and customer centric breaking down physical barriers to collaboration.

New Global Media will equip your organization with the right tools to maximize the revenue from every customer interaction and improve your profit margin and operational efficiencies by 90%*.

8. B U S I N E S S T R A N S F O R M A T I O N D I G I T A L C O N N E C T

“Fewer than 10 percent of companies consider their own supply chains to be fully integrated with other parts of the business”Research: Gartner

MAXIMISE ENGAGEMENT & INCREASE SALES?Our solution creates actionable insights that drive profitable growth. In a customer driven business environment, advanced analytics will underpin the most important decisions you will make. We can help you maximise customer engagement by embedding data-driven insights into decisions and actions across all elements of the customer journey.

TARGETING CUSTOMERSThe data that businesses have at their disposals are vast. Transaction

data, social data, demonstrated behavioural data, motivation data,

geolocation data and so on. All this `big data’ presents endless

opportunities to uncover patterns of customer behaviour, relevant social

media influencers, channel preferences so you can personalise your

propositions, your channels, your marketing communications and the

experiences you offer to your customers.

For today’s enterprises, profitable growth is an imperative, not an option.

It takes deep insight, smart decisions and practical confidence to catalyse

sustainable growth. The explosion of customer and market data creates

enormous opportunities.

How businesses respond to increasingly complex customer channel

behaviour will impact service levels, retention, sales effectiveness and

costs. Data insights can give a customer centric view that equips you to

match customer, action and channel.

10. B U S I N E S S T R A N S F O R M A T I O N D I G I T A L C O N N E C T

But the speed of change is fast and leadership teams are facing

challenges in understanding what advanced analytics technologies

mean for their business and how `actionable’ insights can be applied

to attract, acquire and retain customers to unlock growth.

“Few businesses have the richness of transaction data to truly understand the choices their customers are making. The future offers exciting times with the blending of new open data sources with organisations’ own data allowing them to win in a competitive landscape”Clive Humby, Former Chairman dunnhumby

NEWSFEED EVENTS TASKS CALL LOGS FOLLOW UPS EMAIL NOTES DOCUMENTS

CUSTOMERS CONTACTS LEADS OPPORTUNITIES CASES WORK ORDER SALES PLANNING

TIMESHEETS PROJECT MANAGEMENT IDEAS REQUIREMENTS PATENTS

LOYALTY TARGETS CAMPAIGNS PROMOTIONS

ORDERS SUPPLIERS DISTRIBUTERS SHIPPING NEW INVENTORY PURCHASE ORDERS RECEIVING ITEMS

ESTIMATES & INVOICES BUDGET RECEIVABLES & SALES RECEIPTS LEDGER PROPERTIES CREDIT NOTES FIXED ASSETS CASH MANAGEMENT

EMPLOYEES CANDIDATES RECRUITMENT

EMPOWERING YOUR BUSINESS OPERATIONS

New Global Media applies technology solutions that are scalable, low cost, high value and adapt to employee preferences across your organisations “needs and wants.” New Global Media provides provides integrated business platforms to help your business improve your profit margin and productivity by 90%* and furture proof your business.

WHY USE NEW GLOBAL MEDIA?n New Global Media are not tied to any one technology vendor delivering you the best solution for your needs & wantsn Flexible & scalable, low cost, high value solutionsn Comprehensive training and change managementn Team of IT engineers to provide tailored solutions and 24x7 support

12. B U S I N E S S T R A N S F O R M A T I O N D I G I T A L C O N N E C T

HRM

COLLABERATION

CX MANAGEMENT

PROJECTS

MARKETING

SUPPLY CHAIN

FINANCE

“Fewer than 10 percent of companies consider their own supply chains to be fully integrated with other parts of the business”Research: Gartner

*Retail Connect Patent 2017100572

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CUSTOMERCONNECT.Nurtures new customers through the sales funnel increasing conversion and optimizing loyalty and customer lifetime dollar value

DIGITALCONNECT.How to effectively compete in the digital age through digital & business transformation

OUR POWERFUL MEDIA & DIGITAL HUB

NIGEL LAMBT. +61 (0)2 8294 6333E. nigel@newglobal.media

TONY MAATOUKT. +61 (0)488 088 273E. tony@newglobal.media

NEIL HAZELMANT. +61 (0)407 702 633 E. neil@newglobal.media