How to Create Digital Disruption (Alejandro Danylyszyn Business Stream)

1 | Copyright © 2016 Deloitte Development LLC. All rights reserved.

DIGITAL DISRUPTION Disruptive Advantage Starts Here

October 2016


“THE WORLD IS CHANGING VERY FAST. BIG WILL NOT BEAT SMALL ANYMORE. IT WILL BE THE FAST BEATING THE SLOW” - RUPERT MURDOCH


DELOITTE DIGITAL: WE IMAGINE, DELIVER, AND RUN THE FUTURE

Alejandro (Андрій) DanylyszynPrincipalDeloitte Digital Regional Service Line LeaderTechnology Service Area Agile Practice [email protected]

Create Experience

Optimize Impact

Derive Insights

Enable Change

Deliver Platforms

Define Strategy

SecureCyber

Amplify Brand Ignite

Innovation


WHERE WE ARE

San Francisco Orlando

Denver

SeattleLos Angeles

Mexico City

Cape Town

Johannesburg

Washington DC

Toronto

Brussels

Amsterdam

Camp Hill

Sao Paulo

New York

Belfast

Edinburgh

Lisbon

Paris

Madrid

Zurich

Milan

Dublin

BengaluruDelhi

Mumbai

Hyderabad

Gothenburg

WarsawMunich

Łódź

StockholmHong Kong

London

Perth

Singapore

Luxembourg

Shanghai

Adelaide

MelbourneBrisbane

Canberra

Auckland

Sydney

Tokyo

Studio

Delivery CenterHub

24Countries

27Studios

6000+GlobalHeadcount

202K+GlobalHeadcount

150+Countries

Deloitte Digital Footprint Deloitte Global Footprint


THE DIGITAL DISRUPTION FRAMEWORK


DIGITAL DEFINED

Business leaders are grappling with

unprecedented change. Growing connectivity, competition and consumer power, disrupt others

before you are disrupted means new

engagements, new products, new business models, organizations, and ecosystems.

Growing competition and consumer power has

eroded traditional product-based advantages, forcing companies to shift to a new battlefield:

Customer Experience. This requires integrating the

entire business to demonstrate value at each and every customer touch-point.

Digital acceleration focusing all efforts on breaking

new ground or quickly expanding into new space created by a new category. An exceptional front-end

strategy must be supported by an exceptional back

office, requiring new expertise, processes and systems, and potentially a new operating model.

Digital at the CoreIntegrated Front & Back Office

Digital ExperiencesEngaged Customers & Employees

Digital TransformationBusiness Reimagined



THE FIVE DIGITAL FORCES

MobileMobile enables

ubiquitous accessempowering users in an unprecedented way to consume information and make real-time decisions

CloudCloud provides

unlimited, elastic processing power and storage making information available anytime and anywhere

AnalyticsAnalytics improves the

identification of patterns and understanding of behaviors to predict needs and create unique experiences

Cyber SecuritySecurity concerns

require a balancebetween harnessing digital forces and protecting intellectual property and other assets

Social MediaSocial media amplifies

the power of communities and its multiplier effect raises the value of the network for each individual


A CONCEPTUAL VIEW OF THE ENTERPRISE

Text

Asset

System

Ecosystem

AssetThe enterprise core systems,

including production, manufacturing, sales, etc.

EcosystemThe broadest view, including

customers, communities, channels, adjacent products, competitors, etc.

SystemA view that expands the enterprise to include services from trading partners

(e.g., logistics, distribution, resale, etc.)


THE CONVERGENCE OF DIGITAL FORCES ON THE ENTERPRISE

Agility is key to respond to the increased speed of technology innovation and accelerated business change

Text

Asset

System

Ecosystem

Mobile

Cloud

Analytics

Cyber Security

Social

Ignore

React

Disrupt

You have 3 choices at every convergence point:


1 2 3

For every cycle, choose a combination of convergence points (forces, enterprise layer) and determine an action

Intent and Scale

Perspective

Business Value Objective

The cycles of technology innovation and business change are acceleratingDefine your..

ACT FAST TO STAY AHEAD OF THE GAME

You have to preemptively imagine possible convergence and action scenarios to uncover disruption opportunities

Measure result and repeat


A FEW EXAMPLESIMPROVING THE ECOSYSTEM EXPERIENCE BY ACTING ON ASSETS AND SYSTEM

eSUPPORT ACCELERATION PROGRAMImprove the consumer support experience and increase self-service by exposing core assets and developing new offerings.

• Intuitive responsive design, personalized comprehensive search, improved download and media buying, device detection, warranty checks and disputes, chat and call automation, etc. released in 90-day cycles

• Exploit assets to deliver a net promoter score (NPS) improvement of ~40 points, task completion rate (TCR) of 60% and customer satisfaction (CSAT) up to 75%

• 100 million customer visits, generating 1 billion hits with response times <2 seconds

DISRUPT

HIGHTECH


B2B eCOMMERCE AND MOBILE PROOF OF DELIVERYModernize the marketer/distributor experience, increasing self-service and process automation.

• Replace restrictive and complex legacy applications, and manual operations, used to manage a multi-billion dollar channel, enabling growth

• Increase order and delivery accuracy, reducing disputes of $2 million per year

• Intuitive responsive design, personalized content and catalog, improved ordering capabilities, automated delivery transactions, new self-service capabilities, etc. released in 6-month cycles

REACT

OIL &GAS


MORE EXAMPLESDISRUPTING THE ECOSYSTEM TO GROW


REACT

Revitalize interest in the sport and attract a new, younger demographic to grow

• Develop new products and digital offerings in order to derive greater value and better meet the needs of customer groups

• The new engagement model is expected to build stronger relationships with professional and amateur players, strengthen the association’s financial position, and generate additional revenue, driving value across the ecosystem to strengthen the game

• Iterative periodic releases of new functionality

DIGITAL STRATEGY FOR CONSUMER ENGAGEMENT

SPORTASSN.

DISRUPT

Captured the brand “wink” in a fun and functional mobile shopping experience

• Guests can see what’s hot, view weekly ads, create and manage customized lists, access registries, and browse the product catalog. Customers, say hello to ‘round the clock mobile convenience

• A quality, lighthearted cross-platform experience that completely reinvented the retailer’s mobile presence —and boosted their bottom line

• Experimented with new technology offerings (e.g., social integration, beacons and geolocation, VR/AR, etc.) to deliver enhanced experiences in 60- to 90-days iterations

OMNI-CHANNEL BRAND EXPERIENCE THROUGH MOBILE & RESPONSIVE WEB

RETAIL


CONCLUSION

• Technology cycles are shrinking, accelerating the speed of innovation and business change

• The new mantra is “disrupt or be disrupted”: harness digital forces to deliver new services, provide enhanced experiences, or enable new business models for employees, trading partners and, ultimately, consumers

• Set a vision (or challenge the existing status quo) and drive innovation in discrete increments –choosing among digital forces to act on specific enterprise layers

• Speed is key! "A good plan, violently executed now, is better than a perfect plan next week.” (Gen. Patton)

• Remember that no action is a decision to ignore an opportunity, and be disrupted… remind your clients of this!


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Copyright © 2015 Deloitte Development LLC. All rights reserved.

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THANK YOU.Contact us.

Alejandro DanylyszynPrincipal [email protected]

www.deloittedigital.comTwitter: @DeloitteDIGI_US

How to Create Digital Disruption (Alejandro Danylyszyn Business Stream)

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