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Digital Strategies - Closing the Gap Between Business and IT
1.
May 12, 2015 Sten
Hubendick David Permansson Digital Strategies - Closing the Gap Between Business and IT
2.
2Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Technology is changing the people, businesses and society % of Tech Companies 1956 20111982 3.3% 3.3% 27% 100 % 80% 33% • No major change in the DJIA between 1956-1982 • Significant change in DJIA, several leaders lost dominance • % of tech companies increased tremendously % of Companies Surviving in the DJIA 1956-2011 Consumerization of technologies Business landscape changing Disruption across industries Bandwidth Devices Content & services Consumerization of technology ! ! User experience
3.
TURNING TECHNOLOGY INTO
BUSINESS TRANSFORMATION LEADING DIGITAL 5 YEARS OF JOINT RESEARCH…
4.
4Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Our Research with MIT Center for Digital Business Source: Capgemini Consulting-MIT Center for Digital Business Analysis – Digital Transformation: A roadmap for billion-dollar organisations (c) 2012 Click here to view our latest MIT thought leadership Fashionistas DigitalMasters Beginners Conservatives Digitalintensity Transformation management intensity +26%-11%
5.
5Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Bringing it together – common components of a Digital Master
6.
6Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Digital has informed and amplified customer expectations Digital is removing traditional constraints in operations Digital business models can reorder value chains and create new opportunities BUSINESS MODEL CUSTOMER EXPERIENCE OPERATIONS Digitally-modified businessCustomer Understanding Process digitization New digital businessTop Line Growth Worker enablement Digital globalisationCustomer Touch Points Performance management … understanding technology drivers that fuel digital transformation …
7.
7Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 TECHNOLOGY VISION ENGAGEMENTGOVERNANCE … and creating a sustained Business / IT fusion …
8.
8Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Introducing TechnoVision 2015 … The latest edition of a Business Technology Dialogue Tool that is provocative, insightful, compelling, and different; helping you to - Master the latest technology trends - Create an ongoing dialogue between Business and IT - Identify the most relevant technology drivers for your digital journey - Re-assess existing strategies, portfolio plans and architectures - Find new and unexpected perspectives on technology
9.
9Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 A simple framework to position technology drivers that underpin Digital Transformation …
10.
10Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 .. categorized in 30 trends and 7 design principles .. 1. All In A Catalog 2. Reborn In The Cloud 3. Elastic Business 4. API Economy 5. No Apps Apps Applications Unleashed 1. No Keyboard 2. Object Of Desire 3. Get A Life 4. End User, End Producer 5. Digital Self You Experience 1. Social Is The New Oil 2. Egosystem 3. Social Workers 4. No Work 5. Friend That Machine We Collaborate 1. My Data Is Bigger Than Yours 2. Real Real Time 3. Now You See Me 4. Data Apart Together 5. Cognito Ergo Sum I 0 I 0 I 0 I 0 I 0 I 0 Thriving on Data 1. Shades Of Process 2. Process Is The New App 3. Co-Process 4. Silo Busters 5. No Process Process on the Fly 1. Virtual Lego 2. Let’s Get Physical 3. Build Release Run Repeat 4. Orchestrate for Simple 5. What Would Amazon Do? Invisible Infostructure 1. Digitally Intense 2. Business Mon Amour 3. What’s Your Story? 4. From Train To Scooter 5. Bon Risk Appétit 6. Platform No 3 7. Hack My Business Model Design For Digital
11.
11Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Design for Digital Four simultaneous technology disruptions – Cloud, Mobile, Big Data, Social - call for and enable Digital Transformation Through Digital Transformation, enterprises are becoming Digital Enterprises In Digital Enterprises, technology takes a new place and assumes a new role; it is no longer just aligned with business change, it is an integral, end-to-end part of it The Design for Digital principles reflect this new role and place: UPSTREAM / SYNERGETIC / SOCIAL / FAST Whatever technology-driven change you are planning in your business, these design principles should be considered, validated and applied throughout
12.
12Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Born In The Cloud The Cloud has set a new benchmark for how quick, flexible, cost-effective and scalable solutions should be available. This has a transformative impact on the demand and supply sides, as expectations shift. Many organizations are not ready to get all their solutions from the Cloud, but the new normal is already there and the expectations particularly on the business side have considerably changed. For new solutions, the Cloud should be the default scenario, only then to be ‘softened’ by pragmatic considerations around integration, security, legislation and manageability.
13.
13Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Rebuilding the foundations…
14.
14Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 What Would Amazon Do? Global public cloud providers such as Amazon Web Services and Microsoft benefit from their economies of scale to provide ever-growing catalogs of advanced cloud IT services. Although many considerations may slow down the rapid uptake of (public) cloud, these catalogs already set the new benchmark to beat in terms of cost effectiveness, flexibility, scalability and speed-to-market. Businesses are expecting powerful services that they can activate themselves with minimal upfront investment and pay for per use. So ask yourself regularly in your data center: "What would Amazon do?"
15.
15Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Cloud benchmark to beat
16.
16Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Vanilla Tastes Good Many core applications – both custom built and package based – used to have a differentiating value to the business. Now they are often consuming the bulk of available IT budget due to excessive maintenance costs, while the differentiating ‘edge’ is already found elsewhere, in other solutions around mobile, social, BPM and Big Data. Time to drastically move to good old ‘vanilla,’ using out-of- the-box, non-customized versions of standard (cloud-based) software or by step-by-step rationalization of homegrown applications to leaner, simpler versions that are easier and less costly to maintain.
17.
17Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015
18.
18Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Salesforce.com: Cloud pioneer in sales and marketing…
19.
19Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 … and a lively applications market …
20.
20Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015
21.
21Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 … with the API managed as a product …
22.
22Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 … and applications becoming micro services …
23.
23Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 … and big players quickly joining …
24.
24Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 … it’s all about the recipes
25.
25Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Agile high-productivity development
26.
26Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 3rd Life after the Mainframe and the PC …
27.
27Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Moving between platforms
28.
28Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015
29.
29Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 … solve problems like humans do
30.
30Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015
31.
31Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 … augmenting the ‘self’
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32Copyright © Capgemini
2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 SE SFDC Team IoT Showcase – Enterprise Health Tracking and Campaigns Running on SFDC
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 The consumerization of IT and the availability of Cloud solutions have brought technology closer to the business than ever before. True Digital Transformation creates a fusion between digital capabilities and business change, rather than just aligning it. The IT function in an organization is successful if the business side happily takes the stage to testify about its benefits, and also takes the lead in business/IT projects and holds a significant part of the budget for innovation. An ongoing dialogue is crucial for this, together with an architected platform to enable digital change and a shared, end-to-end transformation approach.
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 The World Retail Banking Report 2015 Global customer experience levels have stagnated. Customers likely to leave their bank in the next six months increased to over 15% in some regions. Gen Y continues to report lower positive customer experience levels versus other age groups, underscoring banks’ challenge to meet Gen Y’s expectations. Less than 50% of Gen Y customers globally are likely to remain with their primary bank in the next six months. Banks still have work to do in transitioning customers from branches to digital channels. Customers perceive the branch as offering better service than the internet for both complex and simple services. The competitive threat to banks is accelerating due to the bank’s inability to quickly adapt and innovate while burdened with legacy infrastructures and the introduction of agile and digitally-savvy non- traditional players and new entrants such as Apple Pay or crowdfunding sites
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Customer Overview
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 MISSION CAIXA´s Mobile Program
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Situation Preview SCENARIO ASPECTS One institutional App with 200 functionalities Reflect the web portal aspects Current development methodology does not fit mobile needs None internal app
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Define a new way to do mobile banking Alignment with the new mobile explosion Expand the user base Increase the number of products offered in the channel Surpass the market Strategic Aims
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Challenge ENVIRONMENT ASPECTS Several line of business Very distinct audience target Lots of products and services to go live
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 APPROACH Mobile Strategy
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 The next generation of Business Technology solutions has a short time to market, is created and delivered in an agile way and is developed and owned in the nearest proximity of the business. These solutions are much like Scooters and Cars, where the current applications landscape typically is populated with Trains and Buses. Think about when to apply the right rhythm, build the ‘hub’ platforms to support and start to explore new, flexible ways to build solutions, applying agile approaches such as SCRUM and rapid development tools.
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Move from more than 200 distinct transactions in only one app to the right set of apps Ecosystem of Apps Platform to support high number of Apps
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 We are spoiled, ‘consumerized’ users of technology nowadays. We expect compelling, aesthetic user experiences as a default and we want to use our own, favorite devices. If that expectation is not met, we disconnect; in our role as consumers, but just as much as enterprise workers. Create desirable apps that facilitate specific tasks and contexts and hide what’s underneath. Apply Design Thinking, Gamification and Responsive Design so that the apps morph into the overall experience of clients and enterprise users. Turn your mobile app store into a candy store and enable any device.
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 What Makes Good UX The critical success factors for an effective UX strategy Decreased sales Poor performance Low adoption Low credibility Brand erosion Low competitive advantage Low loyalty High support/training costs High development costs Staff attrition Low staff morale Relevant Do what users need Drive Desirability Useful / Product Fit / Inspirational Usable Do what users need well Drive Adoption Efficient / Pleasant / Ease to use, learn and remember Attractive Looks beautiful to users Delivers Trustworthiness Visual Appeal / Trustworthy / Consistent / On Brand Increased sales Improved performance Desirability High adoption Credibility Brand awareness Engagement retention Conversation loyalty Competitive advantage Lower support/training costs Lower development costs Increased exposure High staff morale Attractive Appealing and on brand UX Strategy = Relevant Design the right product Usable Design the product right + +
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Keep it simple Unique experience Re-Think functionality distribution
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Gamification engages everybody
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 With core applications becoming ‘vanilla’ again, the differentiating edge of IT solutions will come from a next generation of applications that are not really applications anymore. They are quickly created by gluing reusable, catalog-based IT services together. They leverage visual, model-driven platforms that work from business process descriptions to generate code. They use self-service BI, BPM and business rules tools to create solutions in close proximity to the business. They apply mobility and portal platforms to create new interfaces without diving into the software underneath.
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Optimize iteraction No more weeding cakes Give personalized Cupcakes Consequence - Re-Think functionality distribution
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Ideação Ambientação Validação Imersão CONSULTING Elaboração Construção Transição Iniciação DEVELOPING Preparação Execução Renovação Avaliação LABORATORY Manutenção Distribuição Monitoração Atendimento SUPPORTING NEW Methodology Ideation Environment Validation Immersion Elaborate Construct Deploy Initiate Prepare Execute Renew Evaluate Maintain Distribute Monitor Reception ESSENCIALSERVICES 4 Caixa Mobile Innovation
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Follow market tendencies Specific Ecosystem Monitoring stores & Users posts Full lifecycle of the APP Fast response Distinct platforms DEVELOPING CONSULTING LABORATORY SUPPORTING Caixa Mobile Innovation Method
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 RESULTS Mobile Program Current State
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Main Business Areas (72 identified Apps) Banking, Mobile Payments (2) People (8) Corporate (4) Mortgages (7) Automobiles (4) Lottery (2) Social Programs (5) Culture (1) Employees (1) Agribusiness (3) Insurance, Welfare, Capitalization and Consortium (5) Investments (4) Education (5) Government (6) Corporate Departments (12) Sports Sponsorship (3)
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2013. All Rights Reserved UPM Account Dossier | March 2013 AppsTwo WinCentre – Research Support Wrapping up...
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Technovision often used in an Collaborative and Inspirational type environment …
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 … providing tangible building blocks …
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 … for weaving together Digital storylines …
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2015. All Rights Reserved Digital Customer Experience & Mobile Solutions TLI | April 2015 Find out more on capgemini.com/technovision and on the CTO blog for the 2015 update series …
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Sten Hubendick DCX Lead
Sweden, @stenhub David Permansson Mobile Team Lead Sweden, @permansson Thank You!
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