2
Definition Dim Sum = to touch your heart
Digital = customer experience + business efficiency + new business models
3
Examples
4
Etiquette Steamed
Exotic
Fried
Dessert
= Burberry Kiss
= Retail Theater
= Single Customer View
= My Burberry Closet*
5
Etiquette Steamed
Exotic
Fried
Dessert
= Status App
= Network on Demand
= Single Customer View
= Network Recommender
6
Leveraging Digital
Se#ng the Baseline
Service & Support
Overall
Sales
% Digital = Digital Touches
Digital + Non-‐Digital Touches
* Calculated based on January 2014 data
Defining the Digital Scorecard*
Digital Touch • Transac@on w/an ar@fact • Transac@on that changes
an account • Direct and indirect/API
based transac@ons
Non-‐Digital Touch • Rep-‐assisted transac@ons
(change acct) • Rep-‐assisted interac@ons
are included (info only)
*Reference example only
7
Leaders outperform peers across industries Digital Maturity varies by industry
Digital capabiliAes
Leadership capabiliAes to drive digital transformaAon (vision, governance, engagement)
Leaders
ConservaAves Beginners
Experimenters
+6% +9%
-‐4% -‐10%
-‐11%
-‐24%
+26%
+9%
Revenue Growth
Profitability Revenue Growth
Profitability
Revenue Growth
Profitability Revenue Growth
Profitability
Leaders
ConservaAves Beginners
Experimenters
Telecom
Travel & Hospitality
High Technology
Banking
Retail
PharmaceuAcals
Consumer Goods
Insurance
UAliAes
TransformaAon Management Intensity
Digital Inten
sity
TransformaAon Management Intensity
Source: Adapted from Cap Gemini & MIT Center for Digital Business study: The Digital Advantage: How digital leaders outperform their peers in every industry (2014)
Digital Inten
sity
Digital Advantage
