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Accelerating DX Across Canada: Addressing The Big Questions
Mira V Perry, IDC Canada Enterprise Applications27 September 2017
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© IDC Visit us at IDC.com and follow us on Twitter: @IDC 2
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Source: IDC Canada BITAP (Business and IT Advisory Panel Survey) n1 2016 Survey, March 2016
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4 Big Questions About DX in Canada
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What problems need to be solved?How is Canada progressing? What technology will help make a difference?Where should business & IT leaders focus first?
1
2
3
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Digital Transformation (DX)DX: Fundamentally changes the way something is done.
Results in a new approach for creating and consuming products & services.
Plus, increases agility, flexibility, and scalability.
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CLOUD
1. Hybrid taking shape 2. Data centre growth 3. Moving from “Bunch of Clouds” to more unified architecture
ANALYTICS
1. Analytics is strong2. Focus on data quality 3. Improved workflow integration4. Data scientist critical
SOCIAL/COLLABORATION
1. Collaboration is cloud heavy2. Increasingly analytics enabled3. Workflow integration lags
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Digital Transformation is Multifaceted
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Operating ModelTransformation
New Digital Revenue Streams
InformationTransformation
Informationas a Competitive
Advantage
WorkSource Transformation
Ecosystem-based
Workforce
Omni-Experience Transformation
Blend Physical & Digital
Experiences
Leadership Transformation
An “Outside In” Business
Environment
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What problems need to be solved?
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IT Execs: 23%
Canadian Executives:Top Organizational Priority for 2017
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“Operational Efficiency&
Productivity Gains”All Execs:22%
CEOs: 38%
Source: IDC Canada Top Executive Survey, Nov 2016 n=161
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Additional Executive Priorities & Concerns
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Customer Engagement Sales & Marketing Initiatives
Market Expansion Economic Uncertainty
Source: IDC Canada Top Executive Survey, Nov 2016 n=161
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Ability to Change Fast
Security
Performance
Reliability and Uptime
Cost Management
Digital Transformation Depends on IT
Source: Top Executive Survey, IDC Canada, 2015
Top 5 Concerns About IT
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Manual Tasks Burn Up the IT Calendar: No Time for New Work
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Trending the wrong way: IT staff spent 2 weeks more“keeping the lights on” vs. innovative / new projects
Average work week of network admins in Canada
Reduce work on routine tasks to free time for new projects
Help IT Innovate
• Increase automation• Standardize and optimize
equipment• Refine processes• Spend less time on unplanned work • Consider outside help for time
efficiencies and skills augmentation
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How is Canada Progressing?
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AD HOC
OPPORTUNISTIC
REPEATABLEDigital Player
Digital Explorer
Digital Resister
MANAGEDOPTIMIZEDDigital Disruptor
Digital Transformer
Canadian DX IDC MaturityScape Benchmark & Examples
e.g. delivery company
e.g. dog walker
Note the above are illustrative examples based on a cursory assessment.
21%
42%
24%
11%2%
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#IDCdirectionsTO
Digital Transformation Taking Shape in Canada
15Source: IDC Canada, Top Executive Survey, November 2016n=154 business and IT executives
Reinventing relationships with customers through digital transformation
initiatives
NEW RELATIONSHIPS
51%Using DX initiatives to
reinvent workflows and processes to reduce costs and
increase productivity
NEW PROCESSES
59%Digital transformation
is reducing the physical assets needed
by the organization
ASSET REDUCTION
49%
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The Return on Digital Investments
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Traditional
22.3%
Digital
31.5%Digital
7.8%Traditional
5.6%Revenue driven from IT Gross Profit driven from IT
Source: “The ROI of Digital Technologies” by Mark Schrutt, IDC Canada, June 2016
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What technology makes a difference?
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… some technology doesn’t make the right impact
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This Is Why We’re Here…
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Critical IT Domains to Enable Transformation
Viewed as most important technology by
IT Executives
$4.3B
Viewed as most important technology by Business Executives
$3.5BSource: IDC Spending Guides, February-March 2017
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Canadians are reluctant to combine Cloud & Data
HYBRID
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Collaboration Dominates Cloud Adoption
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0% 40% 80%
Conferencing Applications
Team Collaborative Applications
CRM (including Contact Centre)
Finance & Accounting
Business Intelligence/Analytics
HR/HCM
Database DBaaS
Big Data Analytics
Cognitive Computing/ML
% of RespondentsSample Size = 354
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Communication & Collaboration
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Communication & Collaboration are core elements of DX
Growing demand for embedded UC&C across enterprise apps
Social/Collab + AI drives innovation
Voice & Bots are transformative here
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Application and Screen Sharing
Video and Audio Conferencing
Instant Messaging and Presence
Polls, Surveys, and Whiteboard
Conferencing
Conferencing Applications: Functionality
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Source: IDC Canada IT Advisory Panel (ITAP) n5 2017 Survey, June 2017
26© IDC Visit us at IDC.com and follow us on Twitter: @IDC
QE01A: Please indicate your organization's state of adoption for the following technologies: - Conferencing applications
Sample Size = 311
76%
6%
5%
13%
Currently using
Plan to adopt within 24 months
Plan to adopt in 2-5 years
No plans to adopt
Canadian Adoption of Conferencing Software
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Biggest Impact from Conferencing Technology
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Managing corporate communications
Collaborating with internal teams
Customer satisfaction
NB: "Impact" is measured in terms of time savings, quality of execution and perceived effort.N=700, Source: IDC Workforce Transformation Survey, February 2016
Top Responses Additional Internal Benefits
Additional External Benefits
Managing partner servicesManaging customer engagementSales opportunity qualification
Cost initiativesSharing informationContinuous learning
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Source: IDC Canada BITAP (Business and IT Advisory Panel Survey) n1 2016 Survey, March 2016
Canadian Conferencing Application Budget Allocation Change
28© IDC Visit us at IDC.com and follow us on Twitter: @IDC
Q: How do you expect your organization's budget allocation to each of the following software technologies to change in 2016? - Collaboration – Conferencing
0% 10% 20%
Increase 20% +
Increase 11-20%
Increase 5-10%
Increase 1-4%
% of Respondents
Sample Size = 410
0% 50% 100%
Increase
No change
Decrease
Small
Medium
Large
Conferencing Budget Plans Budget Increases
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Reasons to Increase Budget for Conferencing Software
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QA07A: What are the main reasons for your organization to increase budget for each of the following software technologies? - Collaboration – Conferencing
0% 60%
Add Users
Upgrade existing solution
Add functionality
Purchase new solution
Switch to another vendor
% of Respondents
Sample Size = 127
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Canadian Contact Centre Adoption
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QE01E: Please indicate your organization's state of adoption for the following technologies: - Contact Center applications
Sample Size = 311
31.9%
8.9%
8.8%
43.9% Currently using
Plan to adopt within 24 months
Plan to adopt in 2-5 years
No plans to adopt
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Communications & Collaboration Applications
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Cognitive/AI Technologies
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It was 1980 something…
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#IDCdirectionsTO
Source: IDC 2017
Behavioral Interactional
Performance
Long form
Geolocation
News
Personal data
Healthcare
Location
Sports & Entertainment
SocialCorporate
Logistics
Financial
Marketing
Sales
Procurement
Asset mgmt.
R&D
Logistics
HR
Anti moneylaundering
Retail pricing
Patient outcomes
Telco churn
IT performancemgt.
Retail
Travel
Media
Healthcare
InsuranceInvestment
Commercial leasing
Advertising
Legal
Driverlesscars
Smart home devices
Self-flying drones
Roboticsystems
Text analysis
Video analysis
Image analysisPredictive analytics
NLP
APIs
ConnectorsData storesHypotheses generation
Machine learning
Speech Recognition
Dialogue Mgt.
Finance
Risk mgmt.
Weather
IDC’s Cognitive Solutions Ecosystem
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Highlights: Cognitive Software AttributesInteracts• Performs deep natural language processing and analysis • Provides human style communication (ie- questions and answers)Guides Supports human decision-making with more accuracy, confidence and speed• Predicts and recommends possible outcomes• Scores outcomes with evidence for human analysisLearnsAccesses broader and deeper bodies of evidence, applies them to a more comprehensive view, without bias.• Conducts learning in real time as data arrives• Continuous learning is practiced, improving capabilities over time• Can identify similar past experiences and apply that experience to the present
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© IDC Visit us at IDC com and follow us on Twitter: @IDC
Talking to a bot: it’s familiar
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Bots: Amplifying Productivity & EfficiencyEmployee Productivity
• Manage calendar• Manage email• Search• Optimize resources
Sales & Marketing
• Offer incentives• Deliver relevant content• Make recommendations
Customer Experience
• Manage customer requests
• Manage account settings
• Offer alerts
© IDC Visit us at IDC.com and follow us on Twitter: @IDC 38
Healthcare
• Staffing status and optimization
• Deliver alerts• Communicate with
team
Government
• Resolve parking tickets• Provide Q&A support• Manage visa
applications
Retail/Wholesale
• Place orders• Answer questions• Manage shipping
preferences
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Source: IDC Canada IT Advisory Panel (ITAP) N3 2017 Survey, March 2017
Canadian Investment Plans For Cognitive Systems
39
Q: Which phase best describes your organization's investment plans for each of the following digital transformation solutions? - Cognitive Systems
0% 20% 40% 60% 80% 100%
Already in production
In pilot stage
Plan to invest in the next 12 months
Plan to invest in the next 2 years
No plans to invest at this time
Don't know
% of Respondents
Sample Size = 315
20%
55% uncommitted
17% plan to adopt in 24 months
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Source: IDC Canada BITAP (Business and IT Advisory Panel Survey) n1 2016 Survey, March 2016
Contact Center + Cognitive in Canada
40© IDC Visit us at IDC.com and follow us on Twitter: @IDC
Q: For each of the following applications used by your organization, please indicate if it currently has cognitive attributes. - Contact center applications
0% 20%
Yes
Currently exploring
% of Respondents
Small
Medium
Large
Sample Size = 430
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Source: IDC Canada BITAP (Business and IT Advisory Panel Survey) n1 2016 Survey, March 2016
Customer Service + Cognitive in Canada
41© IDC Visit us at IDC.com and follow us on Twitter: @IDC
Q: For each of the following applications used by your organization, please indicate if it currently has cognitive attributes. - Customer Service applications
0% 20% 40%
Yes
Currently exploring
% of Respondents
Small
Medium
Large
Sample Size = 430
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Top Canadian Reasons for Adopting Cognitive Technologies
42Q: Why is your organization undertaking each of the following Digital Transformation initiatives at this time? - Cognitive SystemsSource: IDC Canada’s IT Advisory Panel (ITAP) N3, 2017; Sample Size = 60
Create a more effective business
Manage risk
Comply with regulations
ID and Implement Growth Strategies
Improve health & safety
Improve customer service/experience
Leverage talent
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Source: IDC Canada BITAP (Business and IT Advisory Panel Survey) n1 2017 Survey, March 2017
Business Improvements from Predictive Analytics
43Q: Have these measured or quantified results from your advanced analytics solutions shown any of the following business improvements?
Sample Size = 56
Improved Customer Experience (63%) Improved Productivity (60%) Increased Revenue (57%) Improved Ability to Innovate (50%)Decreased Costs (41%)
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Where should leaders focus?
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All Five Pillars Matter… as does Prioritization
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#IDCdirectionsTO
Leadership
48
The ability to see changes in the ecosystem and create a DX vision Can see the digital aspect and opportunity of
markets, customers and service providers Anticipate and develop product and
operational innovations Communicate the vision!
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Tend to be CEOs, or in finance and strategy roles View data as a strategic asset View technology as a source of competitive advantage See cloud as the most important technology Are more satisfied with their technology suppliers
Executive Attributes: DX-Oriented Organizations
Source: IDC Canada, Top Executive Survey, November 2016n=100 non-IT executives
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Source: IDC Canada, Top Executive Survey, November 2016 n=100 non-IT executives
1. Employee Productivity 60%
2. Operational Cost Reduction 54%
3. Formal ROI Metrics 50%
4. Customer Satisfaction 49%
5. Increased Revenue 46%50
How Canadian Executives Are Measuring the Success of Technology Projects
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Omni-Experience
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Creating experience and engagement that builds enduring relationships, and amplifying the impact of products and services through the use of technology.
Continually Attract customers Grow loyalty with customers,
partners and employees Positively impact business
performance
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#IDCdirectionsTO
Where is the Omni-Experience Momentum?
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45%Overall
29%Government
34%Retail
61%Utilities
56%Banking
Highest Industries
Lowest Industries
Source: IDC Canada Omni-Experience MaturityScape Benchmark Survey, 2017; n=273
CANADA
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Technology to Fuel Digital Transformation
Viewed as most important technology by IT
Executives
Viewed as most important technology by Business
Executives
Source: IDC Spending Guides, February-March 2017
Enhances collaboration, contributing to improved productivity & efficiency
Accelerates innovation when combined with 3rd
Platform Technologies
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© IDC Visit us at IDC.com and follow us on Twitter: @IDC
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Essential Guidance
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Answers to the 4 Big Questions About DX in Canada
1. What problems need to be solved? Productivity!2. How is Canada progressing? In Catch-up Mode3. What technology will help make a difference? 3rd Platform4. What should business & IT leaders focus on first? Leadership
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Canadian DX Technology Buyer Action Plan
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Listen and ask questions
Open doors, meet innovative vendors
Support internal/external collaboration
Demand business outcomes
Consider hybrid if cloud is not optimal for you
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THANK YOUMira V [email protected]@miravperry