Build Your Roadmap For BP2020

Transcription

1 Build Your Roadmap For BP2020 Clay Richardson, Principal Analyst November 5, 2015

2 We work with business and technology leaders to develop customer-obsessed strategies that drive growth Forrester Research, Inc. Reproduction Prohibited 2

3 2015 Forrester Research, Inc. Reproduction Prohibited 3

4 2015 Forrester Research, Inc. Reproduction Prohibited 4

5 2015 Forrester Research, Inc. Reproduction Prohibited 5

6 2015 Forrester Research, Inc. Reproduction Prohibited 6

7 We should shift the goal of AI from creating pure undirected artificial intelligence to creating beneficial intelligence. - Stephen Hawking 2015 Forrester Research, Inc. Reproduction Prohibited 7

8 Welcome To The Age Of The Customer Assembly lines Supply chains Automation Engagement Business process evolution Source: Adapted from October 2013, Competitive Advantage In The Age Of The Customer, Forrester report 2015 Forrester Research, Inc. Reproduction Prohibited 8

9 Becoming A Customer Obsessed Company Is A Journey Turn big data into business insights Transform the customer experience Customer Obsessed Companies Embrace the mobile mind shift Accelerate your digital business 2015 Forrester Research, Inc. Reproduction Prohibited 9

10 Digital Business Demands New Skills And Processes Source: Forrester/Russell Reynolds 2014 Digital Business Online Survey 2015 Forrester Research, Inc. Reproduction Prohibited 10

11 Key Roles Evolving To Focus On Digital Challenges Source: November 2014, Predictions 2015: Customer Experience And Digital Business Rise In EA Agenda, report 2015 Forrester Research, Inc. Reproduction Prohibited 11

12 2012 Forrester Research, Inc. Reproduction Prohibited 12

13 Align Customer And Operational Process Metrics Operational Metrics Customer Metrics Efficiency Convenience Productivity Engagement Quality Advocacy 2015 Forrester Research, Inc. Reproduction Prohibited 13

14 Example Customer-Process Metrics To Measure And Track Convenience Time to complete Channels engaged Number of attempts Engagement Abandoned carts System workarounds Shadow processes Advocacy Net promoter scores Visitor frequency Social sentiment 2015 Forrester Research, Inc. Reproduction Prohibited 14

15 Case Example: Retail Banking Source: Forrester Research, Inc. Reproduction Prohibited 15

16 What Is Design Thinking? Design thinking is a collection of practices that helps teams better identify with customer experiences, and shift from logical problem solving to creative experimentation. Source: June 2013, Design For Disruption: Take An Outside-In Approach To BPM, Forrester report 2015 Forrester Research, Inc. Reproduction Prohibited 16

17 Systems thinking practices Design thinking practices Holistic Linkages Logic Deductive Specific Context Empathy Abductive 2015 Forrester Research, Inc. Reproduction Prohibited 17

18 Empathy Is Your Secret Weapon For Customer Obsession How can we improve the process experience for onboarding new customers? 2015 Forrester Research, Inc. Reproduction Prohibited 18

19 Customer Journey Sales Process Delivery Process Servicing Process Initiate Contact Worried Evaluate Options Overwhelmed Order Service Relieved Process redesign opportunity #1 Install Service Anxious Process redesign opportunity #2 Billing Frustrated 2015 Forrester Research, Inc. Reproduction Prohibited 19

20 We re In An Era That Values Fast Delivery Projects take too long. Processes are inflexible. Change is too expensive & slow. Talents are out of date Forrester Research, Inc. Reproduction Prohibited 20

21 Adopt Low-Code Approaches That Support Rapid Innovation Enterprise process norms Customer process norms Cycles Years Months Weeks Releases Annual Quarterly Weekly Methods Waterfall Water-scrum-fall Test and learn Adoption Training Community support Intuitive now 2015 Forrester Research, Inc. Reproduction Prohibited 21

22 New Platforms Can Speed Up Digital Experimentation 2015 Forrester Research, Inc. Reproduction Prohibited 22

23 Low-Code Platforms Defined Platforms that enable rapid delivery of business applications with a minimum of hand-coding, and minimal upfront investment in setup, training, and deployment. Source: Based on New Development Platforms Emerge For Customer-Facing Applications, August 6, Forrester Research, Inc. Reproduction Prohibited 23

24 6 Ways Low-Code Speeds Innovation 1. Discover true requirements and real value See the app as you build and modify it 2. Live trial business ideas at low or no cost Free experimentation and low-cost live testing 3. Deploy and scale apps in minutes Automated deployment and scaling 4. Generate mobile apps from older apps Available responsive design, reusable UX definitions 5. Empower developers you can find and afford Powerful tooling replaces need for top-tier talent 2015 Forrester Research, Inc. Reproduction Prohibited 24

25 Balance Fast And Sustainable Delivery Fast Delivery Minimum viable products, iteration Experiments Long-tail & disposable apps Sustainable Delivery Hyper-adoption Application lifecycle management Design best practices 2015 Forrester Research, Inc. Reproduction Prohibited 25

26 Case Example: Sprint Source: 2015 Forrester August Research, 2015, Inc. Reproduction Brief: Prohibited The New Economics Of Experimentation, Forrester report 26

27 Recommended Next Steps Partner with marketing and sales roles to identify customer process pain-points Reframe operational process metrics to align with critical customer metrics Replace traditional process methods with lowcode approaches that emphasize speed 2015 Forrester Research, Inc. Reproduction Prohibited 27

28 Thank you Clay Richardson forrester.com