Two Sides of the Transformation Coin:
Digital Outside and Digital Inside
SCOTT LIEWEHR, CEO (@sliewehr)
DIGITAL CLARITY GROUP
False dichotomy: (false dilemma)
occurs when an argument presents
two options and ignores, either
purposefully or out of ignorance,
other alternatives.
@sliewehr | #NASSCOM_ILF
78% of businesses focus their
digital transformation efforts on
either the front office or the
back office. Not both.
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of consumers say they have
switched business to a competitor
due to poor customer experience
89%@sliewehr | #NASSCOM_ILF
Say they will pay a premium for great
customer experience
Source: Haaris Interactive survey of North American consumers, 2011. Commissioned by RightNow.
Of companies with “CX” initiatives:
2.3% have improved
69.2% remain the same
28.5% have gotten WORSE
Source: Forrester’s CX Index of 299 brands between Q1 and Q3 2015
Source: James Chowning Davies’ “Toward a Theory of Revolution”, American Sociological Review, February 1962
J-Curve theory of revolution
Customer’s Perceived Experience
– Customer’s Expected Experience
[the change in] Customer Satisfaction
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60% of customer
dissatisfaction sources are
found in the back office
Source: Capgemini Consulting, 2013.
Strategic inflections
Source: Based on Andy Grove, Only the Paranoid Survive, 1996
Status Quo
Strategic Inflection Point
New Paradigm
Old Paradigm
“Dissonance gap”
Source: Based on Andy Grove, Only the Paranoid Survive, 1996
Status Quo
New Paradigm
Dissonance Gap
Grove says strategic inflections can
come from anywhere: “new
technologies, new competition, new
regulations, new customer values and
habits,” – anything that has a
significant impact on the business itself
or the industry as a whole.
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Only 30% of executives feel their
operational processes can adapt
quickly to external changes.
Time
Cu
sto
mer
Exp
eri
en
ce
Qu
ality
Improve today’s
experience
Transform the
organization
Sustain cultural
change
Customer-focused transformation
@sliewehr | #NASSCOM_ILF
We should not be talking solely about
digital experiences; rather, digitally-
powered experiences, achieved
through digital agility.
@sliewehr | #NASSCOM_ILF
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