[webinar slides] a holistic approach to digital transformation
TRANSCRIPT
Underwri(enby: Presentedby:
#AIIMInforma(onIsYourMostImportantAsset–LearntheSkillstoManageIt
AHolis(cApproachtoDigitalTransforma(on
PresentedMarch16,2016
AHolis(cApproachtoDigitalTransforma(on
AnAIIMWebinardeliveredonMarch16,2016
Underwri(enby: Presentedby:
ConnieMooreSeniorVicePresidentofResearchDigitalClarityGroup
BilKhanDirectorSAPSolu6onExtensions,GlobalMarke6ngSAP
Host:TheresaResekDirectorAIIM
Today’sSpeakers
Underwri(enby: Presentedby:
ConnieMoore
SeniorVicePresidentofResearch
DigitalClarityGroupspeakingon
TransformtheBusinessfromInside-OutandOutside-In
IntroducingourFeaturedSpeaker
Underwri(enby: Presentedby:4
Abilitytostaycurrent?FearofgeFngitwrong...
Howtocapitalize?Opportunityorrisk?
Digitaldisrup(onissweepingacrosstheen(reeconomy
Underwri(enby: Presentedby:
CxO
§ Seamlessexperiences§ Consistentchannels§ Newengagement
CEO§ Newbusinessmodels§ Outside-inprocesses§ Be(erinnovaRonapproaches§ Leveragedhumancapital§ Technologyinfusedproducts§ Renewedexcellence
ManyCEOswantmorethandigitaltransforma(on
Underwri(enby: Presentedby:DRAFT:NOTFORDISTRIBUTION
13
SurveydecisionmakersInterviewdecisionmakers
Interviewserviceproviders
Conductround-tables
“PartnerYourWaytoSuccessinCustomerExperienceManagement”h(p://www.digitalclaritygroup.com/partner-success-in-cem/
Underwri(enby: Presentedby:
Limitedvisionandslowprogress(falsestarts)
High
IT’sCEMMaturity High
SuccessfulbusinessandmarkeRngledprojects
Strongpartnershipbetweenbusiness,ITandmarkeRng
SuccessfulITledprojects
Low
Business’CEM
Maturity
Customerexperiencemanagementmaturityvariesgreatly
Underwri(enby: Presentedby:
Low
High
IT’sCEMMaturity High
Business’CEM
Maturity
Maturityincustomerexperiencemanagementvariesgreatly
Limitedvisionandslowprogress(falsestarts)
SuccessfulbusinessandmarkeRngledprojects
Strongpartnershipbetweenbusiness,ITandmarkeRng
SuccessfulITledprojects
Underwri(enby: Presentedby:
Low
High
IT’sCEMMaturity High
Business’CEM
Maturity
Maturityincustomerexperiencemanagementvariesgreatly
MimicUnfocusedDistracted
Underwri(enby: Presentedby:
Low
High
IT’sCEMMaturity High
Manufacturer• ChangesinCMOsandCIOs• Falsestartsinprojects• LowCECadopRon• LowCECawareness
Business’CEM
Maturity
ThismanufacturerhadtroublegeXngstarted
Underwri(enby: Presentedby:
Business’CEM
Maturity
Low
High
IT’sCEMMaturity High
Focuson:• Contentmanagement,CRM,
customerservice• Changemgmt.• Managedservice
ImmaturecompaniesneedbuildingblocksandsoTskills
Underwri(enby: Presentedby:
High
HighLow
SpeedyNimbleAgileVulnerable
Business’CEM
Maturity
IT’sCEMMaturity
SomehavehighbusinessbutlowITmaturity
Underwri(enby: Presentedby:
Low
High
IT’sCEMMaturity High
GlobalRetailer• CECdrivenbynewexecsreporRng
todivisions• Willingtotakerisks
Business’CEMMaturity
Thisretailerwasjuggling20-30projects
Underwri(enby: Presentedby:
Business’CX
Maturity
Low
High
IT’sCXMaturity High
Needhelp:• IntegraRngpointsoluRons• BuildingadatafoundaRon• Beginningjourneymapping• ImplemenRngcommerce• Developingadigitalstrategy
Gazellesneeddatamanagementandintegra(onskillsets
Underwri(enby: Presentedby:
§ ExpectaRonshaveskyrocketed§ “Digitaljourneymustbeexpandedtopeople,processes,andcontent”
§ Senior-mostexecuRveisleadingthebusinesstransformaRon
Aconsumerelectronicsgiantfallsbehindandtriestocatchup
Underwri(enby: Presentedby:
High
HighLow
PowerfulFocusedStrongMethodicalPlodding
Business’CEM
Maturity
IT’sCEMMaturity
SomehavehighITbutlowbusinessmaturity
Underwri(enby: Presentedby:
Low
High
High
SMBManufacturer• StrongCECleadershipfromCIO• JusthiredtheirfirstVPof
MarkeRng
Business’CEM
Maturity
IT’sCEMMaturity
ThisCIOquiteeffec(velyledtransforma(on
Underwri(enby: Presentedby:
Business’CEM
Maturity
Low
High
IT’sCEMMaturity High
Focuson:• Developingadigitalbusiness
strategy• UpdaRngITsystems• ElevaRngplansbeyondIT
Elephantsneedconsul(ng,systemsintegra(on,andbusinessinsight
Underwri(enby: Presentedby:
High
HighLow
Business’CEM
Maturity
IT’sCEMMaturity
PowerfulCollabora(veFierceHunters
Somecompaniesarefaraheadofthepack
Underwri(enby: Presentedby:
Afinancialservicescompanytacklesbusinesstransforma(on
Started2yearsagoon5yearplan• CRM,customerplaform,mortgageplaform,WCM,
workflow,telephony• datawarehouseatcore
“WeworklessdirectlywithparRcularvendors,andmorewiththeiraccreditedpartners”“Atseniorleadershipteam,it’sacollaboraRonofequals”
Underwri(enby: Presentedby:
Business’CX
Maturity
Low
High
IT’sCXMaturity High
Focuson:• Strategy&businessmodels• Transformingprocesses• journeymapping,Omnichannel,
mobilecommerce,analyRcs
Lionsneednewthinking,strategies,andbusinessmodels
Underwri(enby: Presentedby:
CollaborateLead
ChangeTransform
CMO
CIO
CxO
Businesstransforma(onrequiresapartnership
Underwri(enby: Presentedby:
Tosucceed,focuson...
§ HonestlyassessingyourstarRngpoint
§ Createastrategybasedonwhereyouare
§ Getexternalhelp§ Developaroadmap§ Focusonleadership
Connie Moore Senior Vice President, Research Digital Clarity Group [email protected]
TransformtheBusinessfromInside-outandOutside-in
Underwri(enby: Presentedby:
BilKhan
DirectorSAPSolu(onExtensions,GlobalMarke(ng
SAPspeakingon
Informa(onExcellencefortheDigitalEnterprise
IntroducingourSpeaker
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 35
By 2020, information will be used to reinvent, digitalize or eliminate 80% of business processes and products from a decade earlier. Source: Forbes, Gartner Predicts Three Big Data Trends for Business Intelligence
Read more: Preemptive digital disruption - the key to relevance in the Digital Economy
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 36 * Survey Source: Harvard Business Review
43% of business managers say complexity slows growth, impedes their ability to respond quickly to competitive threats, and interferes with effective decision making.2
49% of organizations who use scan and capture systems still operate in an ad-hoc manner1
1 AIIM research “A Holistic Approach to Digital Transformation, 2016
Barriers to Successful Digital Business
ERP
SRM
CRM
MRP
HR
WMS
CMS
ECM
EDW
CLM
DM
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 37
Information Excellence for a Digital Enterprise Deliver trusted, complete, and actionable information
Migrate & Integrate
Data Retire Data &
Content
Paper to Digital
Applications
Systems
Devices
Improve and manage data quality
Create and manage master data
Associate and manage content
Manage information lifecycle
Integrate Content
Files
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Business Processes
Analytics
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 38
How Can SAP Help You Achieve Information Excellence?
Drive digitized mission-critical business processes
Deliver personalized experiences and real-time communications in context for each interaction
Manage the total workforce lifecycle, from recruiting, onboarding, performance, compensation, and learning
Increased maintenance productivity and improved asset reliability and reduced outages
Leverage Business Network to achieve real-time collaboration with suppliers.
The Digital Core
Supplier Collaboration Business Networks
Omni-channel Customer
Experience
Assets and Internet of Things
Workforce Engagement
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 39
To learn more
SAP.com/EIM/Content Management
SAP SCN/ECM
SAP Solution Explorer
Thank you Contact information:
Bil Khan [email protected]
@Bil_Khan https://www.linkedin.com/in/bilkhan
Underwri(enby: Presentedby:
AHolisRcApproachtoDigitalTransformaRon
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