Social, Mobile, Analytics, and Cloud The new reality for Digital Enterprises Craig Wentworth Principal Analyst mwd a d v i s o r s helping you create business improvement from IT investment
The perfect storm MWD Advisors 2010 www.mwdadvisors.com 2
Mass interconnectivity drives Globalisation Customers, partners, suppliers and competition Connectedness is driving sophisticated value chains Transparency Industry regulations, consumer pressure and competition driving openness Smart, connected markets Ecosystem participants particularly customers see the online world as the natural place to look for information, services MWD Advisors 2014 www.mwdadvisors.com 3
Competing purely on price or product is unsustainable. What about customer experience? Service Open Seamless Always Home from home These companies are setting your customers expectations for service and experience MWD Advisors 2013 www.mwdadvisors.com 4
But customer intimacy is about joining dots Gather intelligence through each customer journey to make future experiences more engaging Service Customer Journey stage 1 Marketing Customer Journey stage n+1 Your customer Customer Journey stage 2 Operations Customer Journey stage n Customer Journey stage 3 Sales MWD Advisors 2014 www.mwdadvisors.com 5
Industry evolution has taken us down a challenging path Supplier X Partner B Enterprises and value chains have been engineered to be dispersed, flexible Your core Partner A Your service centres Great experiences need to be integrated Supplier Y MWD Advisors 2014 www.mwdadvisors.com 6
Customer Experience Excellence runs counter to the status quo for many MWD Advisors 2014 www.mwdadvisors.com 7
In the Digital Enterprise Structures and connections are being remade Control hierarchies Information networks Work is a place you go Work is a thing you do MWD Advisors 2014 www.mwdadvisors.com 8
In short: work is ripe for reinvention in all six dimensions What? How? Who? Why? Where? When? MWD Advisors 2014 www.mwdadvisors.com 9
A combination of technology shifts = An explosive reaction! Social Mobile Analytics and big data + + + Cloud MWD Advisors 2014 www.mwdadvisors.com 10
In the Digital Enterprise Social + Mobile = Opportunity to reshape knowledge work More computing power than the entire Apollo 11 moonshot program! Image/video capture Audio/speech capture Location/orientation Gestures/signatures Notifications/actions MWD Advisors 2014 www.mwdadvisors.com 11
In the Digital Enterprise Everything can leave an information trail Relatively cheap, fast, highly scalable commodity technology Service usage Conversations Product usage Infrastructure usage Events Real-time insights, recommendations, optimisations MWD Advisors 2014 www.mwdadvisors.com 12
In the Digital Enterprise Clouds and connectivity bring increased choice Access devices Applications Platforms Consumer technologies and networks are puncturing enterprise technology services MWD Advisors 2014 www.mwdadvisors.com 13
Opportunities come with challenges 1 Choice and disruption. How to prioritise technology investment and application in projects/programs? 2 Fast, flat organisations. How to reshape attitudes to information sharing, collaborative working? 3 The need for agility. How to deliver information and technology access while managing cost, quality and risk? 4 Realising new value. How to extract new insights from new data in new ways so you can act on it effectively? And.. how to ensure ALL your relevant technology skills are employed effectively? MWD Advisors 2014 www.mwdadvisors.com 14
The Digital Enterprise is a response to the challenge A Digital Enterprise is a business in which digital technologies are strategically exploited to maximise global effectiveness, efficiency and responsiveness. Digital technologies power the co-ordination of work, the creation and use of operational and management insights, and the sharing of knowledge at scale, across boundaries, and in a highly integrated way. MWD Advisors 2014 www.mwdadvisors.com 15
A Digital Enterprise is... 1 Flexible and adaptable (where it needs to be). Whilst some domains of business need to be highly adaptable, others need to be controlled, structured, predictable and the business as a whole needs to be comfortable with this. 2 Designed and maintained Outside-In. It thinks about how customers experience the business and builds everything around that. 3 Open and collaborative. It must tackle organisational structures, culture, and workforce engagement simultaneously; you can t just put the technology in and expect it to work. 3 Data-Literate. it s not about a small group of experts it s about everyone being more aware of why data is valuable, how it can help us make decisions better, move faster, and avoid risks. MWD Advisors 2014 www.mwdadvisors.com 16
In a Digital Enterprise Management systems are digital and integrated Analog Digital Integrated Management information systems Corporate communications tools Management information systems Corporate communications tools Systems of insight (information) Work procedures and practices Core business applications Work procedures and practices Core business applications Systems of co-ordination (process) Systems of record Systems of Engagement (people) Organisations that can embrace this trend will have a massive Agility Advantage MWD Advisors 2014 www.mwdadvisors.com 17
Ready to face the new reality? Here are your priorities The real problem with humanity... is we have Paleolithic emotions, medieval institutions and God-like technology. - Edward O Wilson ( the father of sociobiology ) Design thinking for products, services, capabilities, processes Work customer-/user-first, outside-in Bridge organisation silos and perspectives Embrace experimentation and prototyping Data literacy The evolving business value of data where can it take you? Management revisited Be prepared to reinvent how your organisation works, to minimise management overhead and maximise collaboration MWD Advisors 2014 www.mwdadvisors.com 18
Remember to think about Strategy Digital Enterprises aren t created accidentally Integration Develop the management system threads in a way that promotes the value each can add to the others Incremental steps Programs of investment need to overlay previous investments in systems Culture Transitions will not be comfortable they ll change the ways that people are used to getting work done Collaboration Trying to push through changes without buy-in will fail Action Apply in the context of well-defined projects that address individual business pain points or opportunities MWD Advisors 2014 www.mwdadvisors.com 19
Craig Wentworth craig@mwdadvisors.com @craigwentworth Digital technologies are eating the world. Are you in a position to take advantage? Sign-up for free membership at http://www.mwdadvisors.com/profile mwd a d v i s o r s helping you create business improvement from IT investment