Digital Transformation in the Enterprise

Jason R Bettinger

Americas Digital Transformation Director for Financial Services

Digital disruption could displace nearly 40%

of incumbents over next five years

Technology, media & entertainment,

retail, and financial services

are already being

disrupted by digitization.*

*Global Center for Digital

Business Transformation, 2015

4 Key Factors are Fueling Digital Disruption

Digital value

increasingly comes from

consumers, not just B2B

Examples: telehealth, pay-as-you-drive

insurance, wearables

Digital adoption

is accelerating:

95% of Fortune 1000 expects

to undertake a digital project

by 2017 (The Economist)

Digital

technologies

are maturing:

Wearables, connected

vehicles among use cases

no longer “ahead of their time”

Digital business models

are changing the nature

of competition

“Combinatorial disruption” recombines

means of delivering customer value

(examples: Apple, Uber, Tesla)

Digital business transformation

is a journey to adopt digital business

models and technologies to improve

performance quantifiably.

It requires that you:

Challenge assumptions that delivered

past successes

Stress-test the ways you deliver value

to your customers

Change the organization itself:

operations, culture, revenue models, more

Source: Digital Vortex, Global Center for Digital Business Transformation 2015

Digital Disruption Calls for Digital Business Transformation

Mobility, Cloud and IoT are Creating New Ways to Deliver Customer Digital Capabilities

Personalize Customer

Experiences

Optimize Business

Operations

Manage Risk

Enable Workforce Innovation

Integrating Data into Key Industry Business Processes…

Personalize Customer

Experiences

Optimize Business

Operations

Manage Risk

Enable Workforce Innovation

Financial Services

Consumer (Retail, S&E, Hosp.)

Healthcare

Energy

Manufacturing

Transportation

Education

Government

Personalize Customer

Experiences

Optimize Business

Operations

Manage Risk

How Data Gets Consumed

Enable Workforce Innovation

How Data Gets Collected

How Everything Gets Securely Connected Financial

Services Consumer

(Retail, S&E, Hosp.)

Healthcare

Energy

Manufacturing

Transportation

Education

Government

Using Data Intelligence to Deliver Business Value

IT agility and increased

productivity

Reduced technology

costs (OpEx and

CapEx)

Faster response times

to customer needs

Business model

innovation, industry

transformation

Machine-to-machine,

augmented decisions,

self-learning analytics

New growth and

constant innovation

New user experiences,

products, and services

Accelerated product,

services, and business

process innovation

Distributed connectivity

and intelligence

Enables Differentiates Defines

Digital Transformation Happening in Three Phases

Business Transformation The Digital Imperative

To deliver on business transformation, customers need to excel at:

Hyperawareness Capture/Collect

Informed

Decision Making

Analyze/Distribute

Personalize/Predict

Fast Execution

Act through Automation

Interact/Collaborate

Aligning Business and Technology Architecture

Customer Lifetime Value, Integrated Customer Experience,

Business Process Efficiency, Risk Optimization, and Rapid Innovation

Market

Imperatives

AUTOMATION & ANALYTICS WORKFORCE TRANSFORMATION

DIGITAL

READINESS

SECURITY &

RISK

Customer

Strategies

CUSTOMER EXPERIENCE

Network

Security Data Security App Security User Security

Device

Security

Op Risk

Visibility

Workforce

Productivity Agile Enterprise

Business

Process

Innovation

Data Visibility &

Management

Policy &

Orchestration

Channel

Enablement

360 Customer

Engagement

Actionable

Insights

Workplace

Automation

Mobile First

(Mobility)

Digital Ready

Network Bi-Modal IT Dev Ops

Digital

Branch/Offic

e

•i

Engage Via Preferred

Channel

Lower Cost of Delivery

Cross Channel Context

Attract/ Retain Next Gen

Workforce

Flexible/ Smart Workspace Automate Provisioning &

Policy

New Segments & FS

Products

Centralize Compliance &

Audit

Self-Service Business

Insights SME Access Anywhere/time

Personalize the CX

Associate Productivity and

Exp.

Personalized Mobile

Experiences

IoT

Foundational

Technology

Elements

+

Cisco/ Partner

Products,

Solutions, &

Services

Enable

Business

Capabilities

Specific

Customer

Digital

Capabiltities

To Address

Company

Goals/

objectives

And Deliver Outcomes by Applying Technology to Business Processes Throughout Project Lifecycle

Outcomes Customer

Needs

BUSINESS OUTCOME APPROACH

CUSTOMER SUCCESS

PLAN

BUSINESS PROCESS

TECHNOLOGY

• Customer Journey Mapping to understand current business processes and areas of potential, defining outcomes

• Partnering across a broad ecosystem to bring integrated capabilities

• Digital Business Roadmap to leverage technology investments and create ‘future proof’ capabilities

• Value mapping to define the impacted metrics and value at stake

• Stakeholder strategy to help drive through the organization successfully

• Adoption and utilization plan to maximize chance of success

• Monitoring and measuring impact

Discover where technology can

enable the business

Design and quantify the value to the

organization’s future

Accelerate transformation

capability

Assess Your Digital Maturity

Ideation: Do you mine social media and

“crowdsourcing” or do you still rely on

traditional, “closed” R&D processes?

Create: Do you have the ability to make real-

time, analytics-driven adjustments to avoid

production delays?

Engage: Do you still make your customers

endure arduous, paper-based processes, or

have you made customer data accessible and

transferable across multiple services?

Offer: Do you offer deliver the services and

solutions that your customers truly want, and in

a manner that enables anytime, anywhere

access?

Monetization: Are you leveraging IoE to identify

assets that are not fully monetized and to deliver

revenue-generating solutions where they did not

previously exist?

Adapt: Are you modifying critical factors such as

your organization’s culture, workforce skill sets,

and governance?

Source: Gartner, 2015

Lead from the Top Down

Digital transformation must involve

most members of the executive

leadership team and the board

Create the Workforce of the Future

Transformation requires workers

that are tech savvy, creative, and

accustomed to constant change

Merge Business Processes

and Technology

Knock down silos and unite IT and OT to

drive real-time agility and deliver new

levels of efficiency

How To Accelerate Your Digital Transformation

Ideate and Innovate Fast

Endow employees with the tools, data,

processes, and interactions to excel

Cultivate the Partner Ecosystem

Build an ecosystem around digitization

and benefit from the “network effect” of

partners’ efforts