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Digital transformation & the customer
Bill James
IIBA UK - 9thJuly 2015
2	

About Transform
Digital & omni-channel consultancy,
working with clients to deliver customer-
centred change for comme...
3	

Digital (or) omni-channel
4	

Digital (or) omni-channel
5	

Customer centred
6	

Customer centred
7	

Working with clients
Easy to Say, Hard to Do
Strategy into action
8	

Working with clients
Easy to Say, Hard to Do
Strategy into action
Detailed Business Case
VISION
STRATEGIC PRIORITIES &...
9	

Plan to deliver
10	

Plan to deliver
11	

Lead the transformation
12	

Ensure clarity of vision and outcomes
Plan for staff engagement
Co-create ideas to deliver change
Evaluate, build & r...
13	

Build ongoing insight
14	

Build ongoing insight
Thank You
bill.james@transformuk.com
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Digital Transformation: Making it work for your business and your customers

Bill James, Chairman at Transform, was invited to speak at an event at BBC Centre, hosted by IIBA UK with BBC Academy.

He outlined some the challenges organisations typically face in keeping up with the rapidly evolving expectations of the customer whilst delivering on commercial priorities. With the aid of some of Transform's research in this area, an illustrative framework derived from that framework, and with reference to some case studies he talked through the need to balance key areas of the digital ecosystem: Strategy | Culture | Technology | Customers | Channels.

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Digital Transformation: Making it work for your business and your customers

  1. 1. Digital transformation & the customer Bill James IIBA UK - 9thJuly 2015
  2. 2. 2 About Transform Digital & omni-channel consultancy, working with clients to deliver customer- centred change for commercial benefit Bringing together experts with cross- sector expertise Innovation, creativity and rigour, to define, design and deliver services relevant to a rapidly changing world
  3. 3. 3 Digital (or) omni-channel
  4. 4. 4 Digital (or) omni-channel
  5. 5. 5 Customer centred
  6. 6. 6 Customer centred
  7. 7. 7 Working with clients Easy to Say, Hard to Do Strategy into action
  8. 8. 8 Working with clients Easy to Say, Hard to Do Strategy into action Detailed Business Case VISION STRATEGIC PRIORITIES & HIGH LEVEL BUSINESS CASE EXPERIENCES & PROPOSITIONS CAPABILITIES GOALS, OBJECTIVES & PRINCIPLES Delivery Roadmap
  9. 9. 9 Plan to deliver
  10. 10. 10 Plan to deliver
  11. 11. 11 Lead the transformation
  12. 12. 12 Ensure clarity of vision and outcomes Plan for staff engagement Co-create ideas to deliver change Evaluate, build & refine ideas Determine critical enablers Build transformation plan Facilitate & monitor progress Lead the transformation
  13. 13. 13 Build ongoing insight
  14. 14. 14 Build ongoing insight
  15. 15. Thank You bill.james@transformuk.com

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