Digitalization – a new lifestyle · banks globally have a single customer view and . 36% . banks...
Transcript of Digitalization – a new lifestyle · banks globally have a single customer view and . 36% . banks...
© 2015 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 1
Digitalization – a new lifestyle Carl-Henrik Hallström Head of the Nordic Region
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“what do we do about digital?”
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“digital is a lifestyle not a technology”
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What is digital transformation?
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The nine elements of digital transformation
Customer Experience
Business Models
Process digitization Worker enablement Performance
management
Customer understanding Top-line growth Customer touch points
Digitally modified businesses
New digital products Digital globalization
Source: The Nine Elements of Digital Transformation, George Westerman and Andrew McAfee, MIT Sloan Review
Operational Processes
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Driving customer experience and being Driving customer experience and being customer centric can be a key differentiator; Social and mobile plays a critical role
CUSTOMER UNDERSTANDING
35% banks globally have a single customer view and 36% banks offer real-time personalized offerings
TOP-LINE GROWTH
53% Utility CXOs consider improvement in technology as a key focus area to drive customer centricity, in turn driving top line growth
CUSTOMER TOUCH POINTS
Organizations are enhancing customer service by significantly investing in digital initiatives such as social media, apps, etc. 1. 92% CG CXOs believe that optimizing consumer experience is their
topmost priority 2. Web retailers have seen a growth of 28% over the previous year, total
business for banks and retailers from mobile channels: 129% rise from smartphones and 178% lift from tablets
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State of digital transformation State of digital transformation – who is taking the lead?
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Digital transformation impacts business models
Customer Centricity
Product & Service
Innovation
Distribution, Marketing and Sales
Digital Fulfillment
Risk Optimization
Enhanced Corporate
Control
Seamless multichannel experience Whenever, where ever service propositions
New digital products and services Co-creation of new products
Digital marketing with high ROI Digital augmentation of traditional channels
Full straight-through processing and automatic provisioning Virtual servicing and administration
Improved targeting with customer insights Embedded automated control and risk
profiling
Improved real-time MIS and decision making
Seamless integration into third-parties DECISION MAKING
CONNECTIVITY
INNOVATION AUTOMATION
Digital transformation impacts business models because it reshapes every aspect of a modern enterprise
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Benefits of digital transformation
Updated Company vision
Thriving culture Of innovation
Improved Customer journey
Greater Competitive advantages
Increased internal collaboration
More empower workforce
Improved efficiency
Deeper data analysis
Increased customer Conversion and loyalty
Source: Digital Transformation – Why and how companies are investing in new business models to lead digital customer experience, Altimeter Group
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….. strategic shifts
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CUSTOMERS EXPECT YOUR BRAND TO EVOLVE TO SUPPORT
THEIR DIGITAL LIFE
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WiproDigital™ WiproDigital™: Driving ‘customer journey engineering’ through holistic digital solutions
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Presence & scale
• Started the Nordic operations in 2006 • Present in all Nordic countries • Working in the Nordic region for over 12+ years • Over 3500 consultants working for Nordic
clients, approx. 300+ present locally • 4 delivery centres in the Nordic Region • $250M turnover across the Nordic region • A ´glocal’ organization where the local handles
the relationship & the global handles the change & innovation
Strategic objectives for 2017
• Double the business in the next 3 years • Full service offerings across all verticals • Grow to a 700 people organisation • Invest in local delivery capabilities
Wipro in the Nordic Region
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Thank You Carl-Henrik Hallström
[email protected] Head of the Nordic Region