The document outlines the agenda for a Digital Maturity 2015 event, including a welcome, keynote on customer experience and value proposition, and networking. It discusses the digital maturity index and different elements of the digital ecosystem like culture, organization, technology, channels, strategy, and customers. Several themes are highlighted around gaps between customer experience and other areas, the need for focus amid many opportunities, and balancing customer needs with the full ecosystem.

2. WELCOME
& AGENDA
DIGITAL
MATURITY
2015
WELCOME
OVERVIEW OF DMI 2015
KEYNOTE: MATT WATKINSON,
CX & THE VALUE PROPOSITION
Q&A WITH MATT
NETWORKING & DRINKS
01
02
03
04
05

3. ABOUT OUR DIGITAL
MATURITY INDEX
DIGITAL
MATURITY
2015

4. THE DIGITAL ECO-SYSTEM
CULTURE &
ORGANISATION
TECHNOLOGY
CHANNELS
STRATEGY CUSTOMERS
DIGITAL
MATURITY
2015
More relevant than ever as a way of looking at digital –
how to plan for it, organise for it, and deliver it
Expectations have increased with success
These challenges and opportunities are no longer one
dimensional, cannot affect change in one area alone
But there is still room for improvement within the model
… (or so I’m told)
Customers are more engaged, informed and connected
than ever – and expect every link in the chain to be joined
Organisations are moving digital front and centre, and are
used to seeing digital deliver YOY growth
#digitalmaturity2015

5. WHAT ABOUT DATA?

6. WHERE IS ORGANISATION?

7. IS CHANNEL STILL VALID?

8. KEY THEMES OF
DMI 2015
CULTURE &
ORGANISATION
TECHNOLOGY
CHANNELS
STRATEGY CUSTOMERS
DIGITAL
MATURITY

9. TWO STEPS FORWARD, ONE STEP BACK
Channels fully integrated: Board level buy in:
Centre of excellence:
2014 2014
2014
2015 2015
2015
#digitalmaturity2015

10. THERE IS A GAP BETWEEN
THE LEVEL OF CUSTOMER
EXPERIENCE BEING
DELIVERED AND THE OTHER
AREAS OF THE ECO-SYSTEM.
THERE IS A GAP BETWEEN
THE LEVEL OF CUSTOMER
CUSTOMER EXPERIENCE
BEING DELIVERED AND THE
AND OTHER AREAS OF THE
ECO-SYSTEM
YOUR SEAM IS SHOWING
#digitalmaturity2015

11. GOOD IS THE ENEMY OF GREAT
1
2%
O
RGANISATIO
N
SCORE
4
7%
5
6%
9
12%
10
6%
6
16%
7
24%
8
27%
2
0%
3
0%
O
RGANISATIO
N
SCORE
O
RGANISATIO
N
SCORE
O
RGANISATIO
N
SCORE
O
RGANISATIO
NSCORE
O
RGANISATIO
N
SCORE
O
RGANISATIO
N
SCORE
O
RGANISATIO
N
SCORE
O
RGANISATIO
N
SCORE
O
RGANISATIO
N
SCORE
7.0
AVERAGE
OVERALL DIGITAL
MATURITY SCORE
SCORE
#digitalmaturity2015

12. MANIFESTO
DIGITAL
MATURITY
2015

13. STRATEGY
01
02
A vision needs a strategy and a strategy needs a plan.
Digital is not yet at operational business as usual.
In the digital technology sweet shop the best
strategies define what you don’t do, as much as what
you do. Be brave enough to focus.
#digitalmaturity2015

14. 03
04
How you’re organised is less important than how you
operate, and getting the culture right is essential.
Digital cultural maturity requires action as well as
vision and organisations must recruit and train
non-digital roles to succeed in the digital world.
CULTURE &
ORGANISATION
#digitalmaturity2015

15. 05
06
Adopting agile methodologies can deliver benefits to
both process and outcome but they must be aligned to
other elements of the eco-system.
Technology as an enabler of digital is better understood
and more appreciated than ever. But there is still work to
be done in delivering efficiencies and effectiveness, as
well as future capability.
TECHNOLOGY
#digitalmaturity2015

16. 07
08
The ability and willingness to refrain from entering new
channels or chase new devices may be the path to
differentiation in the future. Delivering excellence in a few
channels rather than being ok in them all.
New metrics are required to measure customers in terms of
journeys, lifetime value or cost-per-interaction - delivering
these will require significant change and take time.
CHANNELS
#digitalmaturity2015

17. 09
10
Customer-centricity needs to be delivered in balance
with the wider eco-system. If your organisation isn’t
aligned to address customer needs, then … you won’t
Understanding customer needs and motivations
augments rather than replaces testing. The digitally
mature organisation will understand what the customer
wants and validate that the end result is what they need.
CUSTOMERS
#digitalmaturity2015

18. #digitalmaturity2015