digital transformation overview 1.0
TRANSCRIPT
Digital Transformation OverviewShantanu Paknikar
Digital Transformation & Enterprise Solutions
Happiest Minds Technologies
Setting the Context
KEY LEARNING OBJECTIVES
1. Understanding what is Digital Transformation
2. Understanding why Digital
Transformation is a big deal
today
3. Appreciating how Digital
applies across industry sectors
REQUESTS TO THE AUDIENCE
1. Mobile phones in silent /
buzzer mode
2. Please speak up, ask
questions, share your
thoughts
3. Feel free to message / tweet
CONNECT WITH ME: On Linked In & Twitter @spaknikar
What is Digital Transformation?
BUSINESS TECHNOLOGY
TRANSFORMATION
DT
Digital Disruptions: Technology View
The number of mobile
devices is fast
outnumbering human
beings on the planet
The cloud offers
storage, computing
power and much
more
Digital Data is only the
first step – the real need
today is to draw
meaningful insights via
Business Analytics
We have today, powerful computers in our pockets which harness
unimaginable computing power from the cloud, help us connect with the world through Social Media and Messaging, let us click photos, shoot
videos, book taxis, listen to music, read books, watch movies and TV, and
more. If this is not disruption, what is?
Social Media is
becoming a primary
means of customer
engagement
Digital Transformation: Strategy or
Technology?
KEY FINDINGS
1. Digital Strategy drives Digital Maturity
2. Digital Strategy is about Business Transformation
3. Digitally Maturing organizations are focusing on building skills
4. Employees want to work for Digital Leaders
5. Digital Strategy is about taking business risks
6. The Digital Agenda is led from the top
“Digital Transformation isn’t
really about Technology” –
MIT & Deloitte Research
Report
Why Digital Transformation?
Source: McKinsey Global Survey “The Digital Tipping Point”
Key FindingC Level Executives
expect Digital
Programs to mainly help
create new
businesses and
tap into new profit
pools
Digital Disruptions: Sector Use Cases
INDUSTRY SECTOR TYPICAL USE CASES
Banking & Financial
Services
Core banking software on the cloud
“Bank on Mobile” applications, Mobile Payments
Retail Personalized Mobile shopping
Consumer behavior analytics
Telecom Customer churn analytics, proactive customer care
CDR Monetization with Social Media
Consumer Products Business Analytics for Demand Sensing and Forecasting
Brand sentiment analytics using Social Media
Manufacturing Cloud based in-vehicle Infotainment system
Mobile workforce management
Healthcare Mobile enablement of Hospital Information Systems
Patient Community Information Centers using Social Media
Government Passport applications: E-manuals, forms, workflow on tablets
Defence: Suspect Tracking “Sense and Respond” systems
Insurance Claims analytics
Agent Portal on Mobile Devices
Associate CustomerAssociate CustomerAssociate
Automation in Warehouse processing,
Pick-pack for Click and Collect
CollaborationLMS
E-Brochures, Membership Feedback, KPI
Reporting
Push to talk, In-store apps, kiosks,
Digital Signage, Scan Try Buy,
Personalization
Merchandise Pick Up, CRM –
Escalation Handling
Backend
Operations
In-Store
Experience
Post
Purchase
Digital Retail: Operational Efficiencies,
Customer Experience Transformation
Digital Healthcare: 1
1. Wearables Use Case: Alzheimer’s Patients
Use Case: Blood Pressure / Heart rate monitoring
Use Case: Preventive care for elderly / chronically ill
2. Social / Digital Media Use Case: Patient Communities
Use Case: Health Awareness, Reputation, Trust
Use Case: Loyalty, Advocacy
3. In-Hospital Tablet applications Use Case: Digital Prescriptions: No Handwriting errors! Use Case: Staff Productivity Apps
Use Case: Process Digitization
Digital Healthcare: 2
4. Patient Smartphone Applications Use Case: Appointments
Use Case: Reminders, Emergencies
Use Case: Cloud health records – e.g. MS Health Vault
5. Digital Patient Relationships Use Case: Remote Patient Care: Virtual Doctor / Nurse
Use Case: Expert Opinions – Digital Images
Use Case: Patient health analytics for personalized care
6. Digital Processes Use Case: Staff Productivity & Operational Efficiencies Use Case: Assisted decisions, Improved Collaboration
Use Case: Paperless Hospitals
Digital Banking: Time to Accelerate
Source: AT Kearney Report, “Digital Transformation Roadmap for Banking, 2014”
Digital Banking: Key Focus Areas
DIG
ITA
L B
AN
KIN
GPersonal Banking: Net Banking to M-Banking
M-Wallets and M-Payments
Omni Channel Experience
Branchless Banking & Digital Only!
Digital Insurance: It’s about Customer
Connections!
Source: PWC
Study
“Insurance
2020: The
Digital Prize –
Taking
Customer
Connection to
the next level”
Digital Transformation: IT Company
IT TEAM: UNDER THE HAMMER
Flat or reduced IT budgets
Limited team size and capacity
Legacy IT systems
Most of the bandwidth expended
on “keeping the lights on”
EXPECTATIONS FROM IT
Improve efficiencies
Cut costs
Enhance employee productivity
Improve information availability:
Visibility, Reporting, Dashboards
Overall: The IT Team is often expected to do more, more, more with less, less, less
INNOVATION EXAMPLE BENEFITS
IT Helpdesk: Self-Care Portal Service request reduction, Increased throughput
Email / productivity applications in cloud Minimal maintenance staff, device independence
Social Collaboration Platform to replace
traditional intranet portal
Communities, Interest Groups, Idea exchanges,
Team bonding
Business Process as a Service (BPaaS) for
Expense Management
Efficiencies from automation, Transaction based
pricing rather than capital investments
Chief Digital Officer: A sought after role
Source: CDO Club
• CIOs have been taking on additional responsibility for
Digital
• Dedicated CDO roles are
increasing rapidly
• Business Technology
specialist skills are needed
Challenges for Digital Transformation
Source: McKinsey Global Survey “The Digital Tipping Point”
Key FindingC Level Executives
believe that Talent
Shortage, Org Structure and
Inflexible Business
Processes are key
barriers to Digital
Transformation
Case Studies
1. Assisted Selling: Empowering Associates to transform
Customer Experience
2. Lo-Mo-Me: Location Services, Mobile Apps and
Personalization
3. Digital Engagement: Patient Engagement in
Healthcare
Contact the author for details / further case studies
Thank you. Contact Me at:
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