digital transformation and the process platform imperative
TRANSCRIPT
Digital transformation and the process platform imperative
PNMsoft webinar
30 November 2016
Neil Ward-Dutton
Founder, Research Director
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Digital disruption is real
ASDA, M&S,
Tesco, Sainsbury’s
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For established companies: four main perspectives
Employee engagement
External engagement / experiences
OperationsProducts, Platforms, Networks
ExternalInternal
People, Knowledge
Processes, Things
The power of
Digital: more
efficient
co-ordination
of resources
Strategy
leader
CMO
Comms
/HR
leader
COO
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Technology’s strategic value: building bridges
Boundaries
quickly
become
blurred…
everything is
connected
Employee engagement
External engagement / experiences
OperationsProducts, Platforms, Networks
ExternalInternal
People, Knowledge
Processes, Things
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Corporate tech leaders’ expectations are changing“We need ‘test-
and-learn’
platforms”
“We need
bridging
strategies and
platforms to
harden
innovations”“Fail fast, scale
fast”
“We’re carving
out budgets
with different
spending
parameters”
“Bimodal is
useless”
“We can’t
accept
business-as-
usual”
Retail, utilities, travel/transport, CPG, insurance,…
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The destination… and the journey
Instrumentation of
products,
services,
processes
Agility of services,
processes,
business models
Internet of
infrastructure,
products
Internet of
personal devices
Internet of
conversations
Internet of
applications,
platforms
Enterprise core
Service centres
Partner A
Partner B
Supplier X
Supplier Y
Success relies on “weaving a digital thread”
Enterprises and value chains
have been engineered to be
dispersed, flexible
Experiences
integrated across
venues, platforms,
channels, …
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Good process platforms create digital threads
EXISTING SYSTEMS OF
RECORD, DATA,
APPLICATIONS
P E R F O R M A N C E A N A L Y T I C S
1
2
3
1
2
3
Sharing knowledge /
co-ordinating work
across teams,
departments, entities
Making it easy to
change behaviour,
policy etc
Tracking and
managing business
performance over
time
The corporate knowledge conundrum
Meanwhile…
“Industries with 100% or more average annual turnover include most of retailing, food services, trucking and call centres”
…Now account for nearly 25% of US workforce
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High-turnover roles mean we need to do even more to help share knowledge, co-ordinate work
Enterprises and value chains
have been engineered to be
dispersed, flexible
Experiences
integrated across
venues, platforms,
channels, …
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© MWD Advisors www.mwdadvisors.com 13
New frontiers for the co-ordination of work and resources
System-recommended decisions, tasks and processes
Open collaboration on tasks and processes
Digital fieldwork
Bringing customers into processes
[…]
Who?
When?Why?
How?
What?
Where?
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Imperatives for Digital Work Platforms
Agility
Measurability
Openness Collaboration
Augmentation
Extensive
use of
models
Packaging
choicesFriendly
tools
Open
instrumentation
Implementation
choices
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