History of Business Transformation

1

ERP, S&D, MRP, SCM

Virtualization, CRM, Web

Digital Marketing

IT 1.0, Finance, HR, Manufacturing

IT 2.0, Outbound Sales, Service

IT 3.0, Inbound Marketing, Sales

IT 4.0, Self Service Intelligence

IT 5.0, Devices & Humans

Project & Operational Management

1990 2000 2010 2015 2020+

Cloud 1.0

Mobile, Artificial Intelligence Cloud 2.0

Internet Of Things IoT, AI 2.0 …

EPM, Task & Time Serv Mgmt, Analytics

SAMPLING OF

CLIENTS

Jamal (Jim) Fattouh

Senior IT & Business Consultant / Project Manager

Cloud & Digital Transformation Specialist

Email: jfatou@dataaxis.ca

Graduated from the American University of Beirut in Computer & Communications Engineering,

Mr. Fattouh is a multilingual senior IT executive who leverages local and international relationships

to drive growth and profit. He lived and worked more than 25 years in Canada as an IT Consultant

and Business Transformation Specialist for Fortune 500 companies such as the National Bank of

Canada, Desjardins Bank and Bombardier Aerospace. Since 2012, he’s been helping Banks and

Enterprises in coping with technology disruption and assisting them through their Digital

transformation journey by implementing Private & Community Clouds, Digital Marketing, Mobile

Apps and Internet Of Things.

http://ca.linkedin.com/in/jfatou/

Questions

What’s the state of technology?

What is the Cloud?

How safe is the Cloud?

Is the Cloud a Business Solution?

What’s Digital Marketing?

What’s the Internet of Things?

Where do we go from here?

What’s the state of Information Technology

for Businesses?

In the past couple of decades, banks and major organizations

were busy analysing and understanding their internal business

processes and implemented ERP and Business Intelligence

solutions to automate their back office processes such as Finance,

Sales and Distribution.

In the current decade, companies realized that they were too

focused on their internal processes to reduce cost and speed up

the service and they realized that they were not doing much to

improve the customer experience. They also realized that IT is

becoming very complex and expensive not able to cope with the

required business improvements.

A few technologies came in among many others to automate IT,

Marketing and new customer facing processes such as The

Cloud, Digital Marketing, the Internet Of Things and Mobile Apps.

Where are Banks coming from?

And where are they going?

Peer to Peer Financing?Self Service

Digital Currency?

Artificial Intelligence?

Social

Banking?

ATM POS

<19901990s

2000s >2010

What’s the status of enterprises?

All Manual Processes:

Accounting, Sales &

Purchase Order

Processing, Inventory,

Customer Service,

Sales, Marketing

Automated ERP/MRP:

Finance, Sales &

Purchasing Processing,

Inventory,

Manual: Customer Service,

Sales, Marketing & IT

<1990 1990s

2000s >2010

Automated ERP + CRM:

Customer Service, Sales

Web sites and eCommerce

Manual: Marketing & IT

Automated ERP+CRM:

Customer Service, Sales

Marketing & IT Automation

Customer Self Service c/o

Mobile Apps & Smartphones

>2020 Artificial Intelligence, Internet Of Things,

Smart devices Automate communication

between humans and machines.

What is the Cloud exactly and how can it

benefit Banks & Big Organizations?

• The Cloud reduces the need for huge infrastructure that

require a major investment in hardware, software, space,

energy and human resources.

• Current IT human resources can barely cope to keep the

infrastructure running and don’t have enough time to innovate

• IT helped automate Business Processes but didn’t have time

to automate its own processes.

• The Cloud finally automates IT processes, provides self

service and allows Banks to focus on core business and start

being more agile and innovative.

• Capital is released from IT Assets that can be reallocated to

higher value applications like Digital Marketing, Mobile Apps

and Internet Of Things to improve the Customer Experience.

What are the benefits of the Cloud ?

• Free valuable IT resources (Hardware, Software &

Human) that can barely cope to keep the

infrastructure running

• Focus on core business by implementing new

applications like Marketing Automation, Mobile Apps

and Internet Of Things

• Reduce operational costs and release capital from IT

Assets

• Increase Time to market

• Improve Response time

• Scale on demand using hybrid clouds

• Reduce downtime

What are the challenges ?

Knowledge

Speed/Agility

People/Change Disruption

Compliance

LegacyObsolescence

Cost

Jurisdiction

Security

Patch or Rebuild

Everyone asks how safe is the Cloud and

how can companies stay compliant with all

the requirements?

• There are 4 types of Cloud Deployment Models: Public,

Private, Hybrid and Community Clouds

• With Public clouds your infrastructure and data is hosted at

computing utility vendors such as Amazon and Microsoft. They

are vulnerable in terms of control, reliability and governance.

• A Private Cloud is hosted by each individual bank providing

more control and security but require a major investment in

technology

• Hybrid Clouds use both private and public clouds to scale up

on demand depending on computing capacity needs

• Community Cloud is a lean solution where the infrastructure is

shared by several Banks with similar needs in terms of

compliance, security, policy and jurisdiction. And thus allowing

economies of scale while staying compliant.

You may ask: “Is the Cloud a solution in

itself? And why should we do it?”

The answer is No. The Cloud is a means to an End.

To be able to compete with all the disrupting technologies such as

Digital Currencies, Peer to Peer business and Social Media,

Banks and Big Organizations have to stay ahead of the curve by

continuously innovating and providing more and more services to

clients while staying compliant with all the rules and regulations.

Technology in the last couple of decades became very complex

and heavy, crippling the evolution of the Financial sector and other

major industries.

The Cloud enables all businesses to become more agile and

implement new Digital Business solutions faster addressing new

market needs very quickly.

What is Digital Marketing?Digital Marketing automates the interaction between the

Supplier and the Customer through all the endless channels

that we currently have such as Social Media, Online and

Traditional Advertising and provides the proper analytics to

better understand customer behavior, nurture the customer

and establish a customized one on one relationship.

Digital Marketing automates the process of generating leads,

qualifying leads and converting to customers thus increasing

sales and opening markets that were not accessible before.

Digital Marketing flips the 80/20 rule between Sales and

Marketing. Sales was doing 80% of the work to generate,

educate, nurture the leads and convert to clients. Marketing

was only doing the lead generation through traditional lead

generation tools. Digital Marketing automates most of those

tasks and helps Sales in qualifying leads so they focus on

closing and helps Marketing to generate more qualified leads

consistently and less cyclically.

What is the Internet of Things?

Internet Of Things takes things to a whole new level where

everything in our physical world is connected to the Internet

and can communicate just like humans do.

So it basically enables all sort of opportunities for humans

and things to interact together to facilitate our life and

business.

Examples of that are smart watches, thermostats, smart

locks, etc…

This will be the biggest transformation for the next decade!

Smart Homes, Smart Cities, Smart Companies, Smart Banks!

What are the possibilities? Where do I start?

Where do we go from here?

1. Map your Customer Journey Outside-In

2. Identify Quick Wins and execute

3. Build a Roadmap

4. Educate the Management and empower

employees

5. Get Inspired by your Disruptors

6. Change the Culture and Mindset

7. Use Agile Methodology (Continuous

tangible business deliverables)

8. …

Remake Yourself. Remake Your Bank. Remake your Industry!

Customer Journey Mapping

17

18

Jamal (Jim) Fattouh

http://ca.linkedin.com/in/jfatou/

Multilingual Project Manager

20+ years experience in Business Transformation

Finance, Sales, Service & Marketing Automation

ERP, CRM, Business Intelligence and Analytics

Cloud solutions: Software, Platform & Infrastructure As A Service

Client sampling: Bombardier, CN, L’Oreal, National Bank, IBM

Email: jfatou@dataaxis.ca