… AND COMMON CHALLENGES PUSHING ORGANIZATIONS TOWARDS A HOLISTIC DIGITAL

BUSINESS STRATEGY

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Organizations with High #Digital

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Mother of the Year Award

How can organizations leverage technology to succeed, to serve, to create competitive advantage.

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How you adapt to change How you identify opportunities How you execute How you lead through change

The HOW is more important than the WHAT

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But First…. Let’s Talk about Pain

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Many channels (digital AND physical). High consumer expectations Some you own, some you don’t… think

reviews, social, consumer ratings etc. How do you manage across different

functions or departments?

Pain Point: The Customer Experience

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View of digital channels at Senators Sports and Entertainment

Mobile Sens app

Websites

Sens

Social

Twitter

NEW emerging

Ecommerce

Tickets SENS TV

Captix

CTC

Instagram

FB

CTC Mobile

Merch

CTC Services

Email

Sens-plex

Foun-dation

Merch

LinkedIn

Captix Mobile

Data/Analytics

Processes

Customer feedback

Content/Strategy People

Technology

People, processes and tools behind a single channel

According to the International Data Corporation, just 3% of all global data is

currently tagged and ready for manipulation and only 0.5% is used for

analysis.

Paint Point:Data. Lots of it but little insight.

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Paint Point: Who owns digital?

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It took 70 years for telephones to reach 50% of households 28 years for radio to reach 50% of households 10 years for internet access It took Facebook 852 days It took twitter 780 days It only took Google 16 days to reach 10 million users

Source: The digitization of everything - Ernst & Young

Pain Point: No speed bumps…

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So what ARE organizations doing to build their #DigitalMuscles? #DigitalIQ

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Relentless focus on understanding customer behavior, how they want to do business with you now, and in the future

Rebooting the Customer experience#CustomerJourney

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OUTSIDE IN APPROACH

DATA AND ANALYTICS

OPTMIZEDIGITAL

AND PHYSICAL

STRATEGIC CHOICES

OF DIGITAL CHANNELS

Journey Mapping

Data Strategy

Online Services/

Self Serve Social /App

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Change and results will come from people knowing what the organization is striving

for and what is expected of them.

Vision and Governance

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CASE STUDY: VOLVO and the Connected Vehicle

New BFFs

CMO is expected to lead in improving marketing effectiveness and creating greater customer insights…

Traditionally, head of IT has the last word on all things technology…

….the most important function for marketing to align with in this digital

shift is I.T.

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Almost everything can be measured. But what is meaningful? Data is to

organizations what Gatorade is to an athlete.

Fueled by Data.

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Data helps you to see around corners…

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Organizations with high digital IQs, don’t excel in ALL channels. They make choices.

Relentless Prioritization#DigitalRoadMap

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Break silos. Work together to decide how to remove obstacles. Think Big. Start Small.

#FailFast.

Flexible. Nimble. Quick to Adapt.

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1. Place the customer above all else2. Vision and governance3. Data driven decisions4. Ruthless Prioritization. Digital Road Map 5. Quick to adapt. Fail fast

Recap: Characteristics of High Digital IQ

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So Now Over to You: Flex Your #DigitalMuscles and Raise Your Organization’s IQ! YES? COMMENTS?