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Get Beyond Business As Usual Introduction by Nigel Fenwick Vice President, Principal Analyst September, 2014
Get Beyond Business As UsualIntroduction by Nigel FenwickVice President, Principal AnalystSeptember, 2014
Empowered customers give rise to a new era in business.
© 2014 Forrester Research, Inc. Reproduction Prohibited
Empowered customers have given rise to a new era
© 2014 Forrester Research, Inc. Reproduction Prohibited
Empowered customers have given rise to a new era
© 2014 Forrester Research, Inc. Reproduction Prohibited
Empowered customers have given rise to a new era
© 2014 Forrester Research, Inc. Reproduction Prohibited
Empowered customers have given rise to a new era
© 2014 Forrester Research, Inc. Reproduction Prohibited
Four market imperatives
Transform the customer
experience
Embrace the mobile mind shift
Become a digital disruptor
Age of the Customer
Turn big data into business
insights
A new CMO and CIO partnership …
…to create a digital business
© 2014 Forrester Research, Inc. Reproduction Prohibited Source: Forrester/Russell Reynolds 2014 Digital Business Online Survey
Source: Forrester/Russell Reynolds 2014 Digital Business Online Survey
Board room
21% of execs seta clear digital vision.
HR
21% have the rightpeople to definedigital strategy.
Business unit
15% have the skills and capabilities to execute.
Business unit
14% have theprocesses to execute digital strategy.
Tech management19% have theright technologyto execute digital strategy.
68% of executives believe the functional units in their business act as barriers.
© 2014 Forrester Research, Inc. Reproduction Prohibited
Inside-out
Cap
abili
ties
Processes
Technologies
Resources
Ser
vice
Replace our inside-out viewpoint . . .
© 2014 Forrester Research, Inc. Reproduction Prohibited
Inside-out Outside-in
Cap
abili
ties
Processes
Technologies
Resources
Journeys
Contexts
Touchpoints
Per
son
as
Ser
vice
Cu
sto
mer
o
bje
ctiv
es
. . . with an outside-in perspective
Business
Technology (BT):The systems, technologies,
and processes to win, serve,
and retain customers.
Digital transformation requires the
“successful” adoption of Business Technology
© 2014 Forrester Research, Inc. Reproduction Prohibited
Our Panelists›Allan Donald
• Executive Product Manager for Platform API at the BBC
›Shawn Gilmour
• Director, PaaS Strategy, Autodesk
›John de Keijzer
• Head of Enterprise Architecture & Technology Strategy, Swisscom
›Joav Bally
• Chief Product Manager,SAP
© 2014 Forrester Research, Inc. Reproduction Prohibited
Q1Digital strategy is more than simply selling online or selling a digital product; it’s fundamentally about how customers derive value – even software companies must change:
How do you see digital business as different?
© 2014 Forrester Research, Inc. Reproduction Prohibited
Q2
There are many ways to invest in digital:
How does your company decide what’s most important: people, process, technology, product?
© 2014 Forrester Research, Inc. Reproduction Prohibited
Q3
Digital transformation presents a change management challenge:
What have you seen work in helping drive change?
© 2014 Forrester Research, Inc. Reproduction Prohibited
Q4
Digital requires IT and Marketing to work together:
How can IT and Marketing work to build a stronger relationship?
© 2014 Forrester Research, Inc. Reproduction Prohibited
Q5
Digital business demands agility:
How do you create the agility needed?
© 2014 Forrester Research, Inc. Reproduction Prohibited
Q6
What are the biggest pitfalls you’ve faced?
What did you learn?
© 2014 Forrester Research, Inc. Reproduction Prohibited
Imperatives for Success: Shift from bolt-on to digital transformation
Develop a strong CMO/CIO partnership to create a digital acceleration team
Fund partner innovation within a new customer-driven ecosystem of value
Use analytics to scale unique digital customer experiences
Thank youNigel Fenwick
@NigelFenwick
Blog: http://bit.ly/nigelblog
