Implementing Customer Transformation - Sydney 29/05/2018

1. Moving beyond future state design to fast-
track benefits realisation
TRANSFORMATION
CUSTOMER
IMPLEMENTING
EXECUTIVE BREAKFAST SUMMIT
TUESDAY, 29 MAY 2018
HYATT REGENCY SYDNEY

2. 2
#BlackdotInsights
SPECIAL ANNOUNCEMENT
News from our friends at Salesforce
PLENARY KEYNOTE
Implementing Customer Transformation
CASE STUDY
SMC Pneumatics Australia
COMPETITION WINNER
Announcing the leading submission for the 100k consulting package
BREAK-OUT WORKSHOP STREAMS
NETWORKING
Connecting with your peers in the Blackdot community
8:10 AM
8.15 AM
8.30 AM
8.40 AM
9.10 AM
10.00 AM

3. 3
Who’s in the room?
FINANCIAL SERVICES
HEALTH & SCIENCES
TECH/TELCO
OTHER
CONSUMER PRODUCTS
MANUFACTURING
TRANSPORT & LOGISTICS
MEDIA
INDUSTRY
28%
18%
15%
12%
11%
7%
5%
4%
SALES LEADER
MARKETING LEADER
BUSINESS LEADER
HR LEADER
COMMERCIAL STRATEGY
TRANSFORMATION LEADER
DIGITAL STRATEGY
TECHNOLOGY LEADER
CUSTOMER STRATEGY
PERSONA
27%
17%
16%
10%
8%
8%
6%
6%
2%

4. 4
MARKETING, SALES & SERVICE
TRANSFORMATION
We deliver integrated people, process & technology solutions that
transform the customer experience & accelerate growth
Blackdot exists to drive

5. 5
Introduction to Blackdot
- ESTABLISHED 2001 -
OUR PURPOSE
Take your customer transformation agenda further & faster
• London
• Dublin
CUSTOMER TYPE Enterprise B2B & B2C
INDUSTRY FOCUS
• Financial Services
• Health Sciences &
Government
• Communications, Media &
Technology
• Consumer & Industrial
Products
TRANSFORMATION
PROJECTS (last 2 yrs)
21
COUNTRIES
41
PROFESSIONAL
STAFF
79
LOCATIONS
• Sydney
• Singapore

6. 6
Everything we do is focused on the customer & the functions that serve them
Deep Functional Specialisation Holistic Approach to Transformation Diverse, Hands-on Expertise
CUSTOMER
Seamless solutions which bring together
the critical people, process & technology
elements
Specialised experts with practical, in-
field experience in what works and how
to mobilise the changes
Focus on transforming marketing,
sales & service for customer &
business outcomes
PEOPLE PROCESS
TECHNOLOGY
Strategy
Benchmarking &
Analytics
Process
Operating
Model
Customer
Technology
Advisory
People
Advisory
Change &
Communications
Capability
Transformation
Execution
Creative &
Content Digital

7. 7
#BlackdotInsights
SPECIAL ANNOUNCEMENT
News from our friends at Salesforce
PLENARY KEYNOTE
Implementing Customer Transformation
CASE STUDY
SMC Pneumatics Australia
COMPETITION WINNER
Announcing the leading submission for the 100k consulting package
BREAK-OUT WORKSHOP STREAMS
NETWORKING
Connecting with your peers in the Blackdot community
8:10 AM
8.15 AM
8.30 AM
8.40 AM
9.10 AM
10.00 AM

8. 8
Salesforce Special Guest Announcement
Consulting Partner
John Moran
Area Vice President,
Financial Services
Salesforce

9. 9
#BlackdotInsights
SPECIAL ANNOUNCEMENT
News from our friends at Salesforce
PLENARY KEYNOTE
Implementing Customer Transformation
CASE STUDY
SMC Pneumatics Australia
COMPETITION WINNER
Announcing the leading submission for the 100k consulting package
BREAK-OUT WORKSHOP STREAMS
NETWORKING
Connecting with your peers in the Blackdot community
8:10 AM
8.15 AM
8.30 AM
8.40 AM
9.10 AM
10.00 AM

10. 10
Our roadshow agenda & business spans transformation strategy through to implementation
End-to-End Transformation Roadmap
BASELINING &
CURRENT STATE
ASSESSMENT
HIGH-LEVEL
FUTURE STATE
DESIGN &
ROADMAP
Transformation Design
• Apr 2016 – Leveraging Digital for Growth
• Jul 2016 – Integrating M&S Around the Customer
• Nov 2016 – Sales Transformation for the Digital Age
• Mar 2017 – Accelerating M&S Transformation
• Oct 2017 – Enterprise Growth Transformation
Past Focus
QUICK WINS &
CHANGE
PACKAGE DESIGN
EMBEDDING &
CONTINUOUS
IMPROVEMENT
PACKAGE
IMPLEMENTATION
Transformation Implementation
Key Focus of Today
PLENARY SESSION – Implementing Customer Transformation8:00 am
CASE STUDY – SMC Pneumatics Australia8:30 am
BREAK-OUT WORKSHOP STREAMS – Getting hands-on9:10 am
NETWORKING – Mingle with the Blackdot community10:00 am

11. 11
Customer transformations in large & complex enterprises must traverse a series of
contradictory challenges
SHAREHOLDER
STRATEGIC
OPERATIONAL
CAPABILITY
TECHNOLOGY
ENGAGEMENT
Typical Conflicts & Challenges To Manage When Implementing Customer Transformation
Improve customer experience
Run the business
Resolve the complexity
Inject new capability
Rate of technology evolution
Engage frontline in future state
Increase profit
Change the business
Deliver benefits quickly
Under-supply of capable talent
Rate of implementation & adoption
Lack of job security for the individual

12. 12
Successful implementations are business-led & focused on rapidly building new operational
capability to fast-track results
Accelerating Benefits Realisation Through Implementation
Accelerate towards an Achievable Future State through Agile
Package Execution
Implementation
Approach
Align around a Compelling Purpose and respond rapidly
to Feedback Loops on Cx, Ex and Financials
Tracking &
Management
Run Business-Led Transformation through BAU Networks
Resourcing
Governance
& Capability

13. 13
Implement change packages to build confidence and operational muscle while evolving
towards an achievable future-state that delivers material value
Achievable Future State
Align The Business Around A 12-24 Month Target Operating Model Blueprint
• Define future state customer journeys & where you’ll differentiate on Cx
• Identify key pain points & opportunities in the current employee experience
Roadmap to Value
1
2
3
Build A Logically Sequenced Roadmap To Fast Track Benefits Realisation
• Understand dependencies and sequencing
• Quantify & map benefits realisation timeline
Packages
People
Process
Technology
2
MVP
Maturity
 Cx
 Ex
 $
Define Logical Packages Of Integrated People, Process & Technology Change
• Focus on early release of value via minimal viable product / solutions
• Over invest in first line managers & frontline adoption to build the confidence required to progress to the next package
• Build momentum bottom-up by proving Cx, Ex & financial outcomes to the frontline, managers & senior leaders
Agile Business Change Agile Execution Within Each Package
• Schedule activity in 1-4 week sprints
• Continuously integrate, iterate and evolve
• Release to the frontline based on change readiness
Implementation Approach

14. 14
Implement change packages to build confidence and operational muscle while evolving
towards an achievable future-state that delivers material value
Business Owned & Governed Run A Business-Led & Technology-Enabled Implementation
• Make business units responsible for governance and decision making
• Use technology and transformation resources to provide leverage
• Utilise existing BAU forums and networks for communication, escalation and change leadership
Transformation Team &
Technology Enabled
Resource Based on Capability &
Capacity Gaps
Use Internal & External Resources Based On Available Capacity & Capability
• Assign transformation responsibilities to future leaders to build future state skills and mindset
• If we have capacity and capability internally, run transformation through BAU
• Back-fill BAU roles if capacity is a challenge
• If capability is a challenge, rent or buy expertise and knowledge transfer through the transformation
External
Internal
Invest in Change Leadership
Leverage BAU Networks
Over Invest In Change Leadership To Fast Track Adoption
• Align the organisation on a shared purpose
• Invest leaders’ time immersing in and role modelling the change
• Hold the course through implementation and into the embedding phase
Resourcing, Governance and Capability

15. 15
Align the business around a compelling customer purpose and respond rapidly to feedback
loops on Cx, Ex and financials
Dashboards Elevate Dashboards That Illuminate Implementation & Adoption Progress
• Design a dashboard to balance
• Multiple measures of success – financial, Cx and Ex
• Cross functional alignment
• Mixture of lead and lag indicators
• Create a baseline and base case forecast
• Track at a granular level at a high frequency for immediate actionability
Customer Experience
Employee Experience
Commercial Value
Lead Lag70%
Systemic Feedback Loops
Systematise Feedback Loops To Fast-Track Course Correction
• Track and communicate progress in a clear and transparent way
• Set up processes to get insights to the frontline teams best placed to respond
• Conduct operational huddles to action quick wins
• Cycle more complicated problems back through the transformation program
Customer
Product
Marketing
Sales
Service
Compelling Customer Purpose Align The Organisation Around A Unifying Customer Purpose
• Articulate your enduring purpose & how customer value is created
• Cascade to all levels, particularly, executive and frontline leaders and change champions
Tracking and Management

16. 16
Successful implementations are business-led & focused on rapidly building new operational
capability to fast-track results
• Evolve towards an 18-24 month achievable future state
• Implement logical packages of people, process & technology change
Implementation
Approach
• Run a Business-led implementation (that’s technology & transformation enabled)
• Over invest in change leadership, ahead of & throughout each of the change packages
Resourcing
Governance
& Capability
Tracking &
Management
• Align around a unifying purpose & aspirational Ex & Cx
• Establish real-time feedback loops to fast-track adoption & course correction
Key Take-outs

17. 17
#BlackdotInsights
SPECIAL ANNOUNCEMENT
News from our friends at Salesforce
PLENARY KEYNOTE
Implementing Customer Transformation
CASE STUDY
SMC Pneumatics Australia
COMPETITION WINNER
Announcing the leading submission for the 100k consulting package
BREAK-OUT WORKSHOP STREAMS
NETWORKING
Connecting with your peers in the Blackdot community
8:10 AM
8.15 AM
8.30 AM
8.40 AM
9.10 AM
10.00 AM

18. 18
Case Study - Harnessing growth opportunities in a shrinking market
James McKew
Group Sales &
Marketing Director
SMC Pneumatics AU

19. 19
#BlackdotInsights
SPECIAL ANNOUNCEMENT
News from our friends at Salesforce
PLENARY KEYNOTE
Implementing Customer Transformation
CASE STUDY
SMC Pneumatics Australia
COMPETITION WINNER
Announcing the leading submission for the 100k consulting package
BREAK-OUT WORKSHOP STREAMS
NETWORKING
Connecting with your peers in the Blackdot community
8:10 AM
8.15 AM
8.30 AM
8.40 AM
9.10 AM
10.00 AM

20. 20
Announcing the 100k consulting package winner
THE
WINNER
IS…
Qualitative marketing, sales
& service diagnostic
100KCONSULTING
PACKAGE

21. 21
#BlackdotInsights
SPECIAL ANNOUNCEMENT
News from our friends at Salesforce
PLENARY KEYNOTE
Implementing Customer Transformation
CASE STUDY
SMC Pneumatics Australia
COMPETITION WINNER
Announcing the leading submission for the 100k consulting package
BREAK-OUT WORKSHOP STREAMS
NETWORKING
Connecting with your peers in the Blackdot community
8:10 AM
8.15 AM
8.30 AM
8.40 AM
9.10 AM
10.00 AM

22. 22
Break-out workshop streams
Designing A Realistic
Future State
W O R K S H O P 1
GRANT
BROKENSHIRE
JUSTINE
TABONE
RACHEL
STOTTER
C A S E S T U D Y
Building A Culture Of
Change Leadership
W O R K S H O P 2
C A S E S T U D Y
SALLY-ANNE
LYSTER
GREG
TAYLOR
CHRIS
WILLMOTT
What Does A Fully-digitised
Marketing & Sales Engine Look Like?
W O R K S H O P 3
C A S E S T U D Y
CHRIS
HORN
GABRIELLE
LUKES-MOONEY
SHIANA
GUNASEKERA