creating a digital transformation strategy? don't forget the human touch

Creating Insanely Great Customers

Michael Connor

Creating a Digital Transformation Strategy?

Don’t forget the human touch.

Creating Insanely Great Customers

The heart and soul of a successfulDigital Transformation Strategy?

Creating Insanely Great Customers

Creating Insanely Great Customers

A Successful Digital Transformation Strategy Isn’t

• Imitating your competitors• Building a business case and roadmap• Automating existing processes with the latest technology• Bolting on the latest emerging technology• A big bore top down driven program• A small corner office with one person and a binder• Marketing and customer engagement only• Infrastructure only• Product design and development only

Creating Insanely Great Customers

A successful strategy is when everyone in your company knows how to help your customer’s people be

Insanely Great in a digitally transformed worlddriven by continual innovation

Creating Insanely Great Customers

Creating Future Relevance and ValueBuilding customer relationships and delivering value in a digitally transformed market driven by continual innovation requires a new kind of awareness and understanding

Creating Insanely Great Customers

Creating Future Relevance and Value

Requires continually transforming how we relate to:

• Customers

• Our products

• Our jobs

• Our processes

• The future

• And, how we engage the market.

Creating Insanely Great Customers

Creating Future Relevance and Value

Requires completely re-visioning

who our company is and . . .

Creating Insanely Great Customers

Creating Future Relevance and Value

How we create value for our customers

In a digitally transformed future.

Creating Insanely Great Customers

Digital Transformation

Isn’t a project

Creating Insanely Great Customers

Digital Transformation

It’s a mindset

Of continual learning and innovation

Creating Insanely Great Customers

Creating Future Relevance and Value

Requires continually:• Evaluating and harnessing emerging technologies• Assessing and adapting to new social and customer behaviors• Refreshing how we segment customers as continual innovation changes

their needs and what they value• Innovating to increase the value we contribute to helping customers

achieve high value outcomes.

Creating Insanely Great Customers

Digitally Transformed customer relationships require understanding how customers create value

Success digital transformation starts by understanding how our customers create value for their customers including their:

• Processes

• Products

• Services

• Customer Experiences

• Business and Customer Experience Metrics

Customer Value Creation Processes

Creating Insanely Great Customers

Digitally Transformed customer relationships require understanding how customers create value

Customer Value Creation Processes

and how that will change in a digitally transformed world

Creating Insanely Great Customers

Fundamentals of Value Creation

At the most basic level, creating value enables your customers to:• Create a more effective or exciting product or service.• Improve the effectiveness of their processes.• Enhance their performance in the market.• Implement a more effective, higher-value business model.• Astound, delight, and amaze their customers.

Creating Insanely Great Customers

Creating Future Relevance and Value

Features don’t count. Business outcomes and experiences do!

• Your Insanely Great customers are looking for relationships

• Help them create radically new and different value for their customers.

• Measured in terms of business outcomes, for themselves and for their customers

• The experiences they are delivering to the customers.

• They really aren’t looking for the next cool feature or functionality

• Focus on helping them

• Deliver measurable business outcomes or a more exciting and rewarding experience.

Creating Insanely Great Customers

Creating Future Relevance and Value

The human touch starts with you.

• Your customers are looking for someone they can count on

• Someone who can help move their customer’s business and/or experience forward

• Someone who can help them move their business forward

• They need someone who will create value in a market of continual innovation

• That someone is you.

Creating Insanely Great Customers

Creating Future Relevance and Value

Start your Digital Transformation by doing something really radical.• Spending a week in your most visionary customer's environment.• Watch.• Find out how they are measured and what's valuable to their customers.• Ask a lot of "why" questions.• Use the famous Agile scrum questions. What did you do yesterday? What will you do

tomorrow, What's standing in your way.

Creating Insanely Great Customers

Creating Future Relevance and Value

Quick Start Guide

• Bring your most visionary employees, customers and partners together

• Create a vision of how companies and people will get work done in digitally interconnected world.

• Identify the areas you bring the most intrinsic value to based on your knowledge and core competencies.

• Build a model of what business outcomes will hold the greatest value and the jobs your customers will do to achieve those using digitally integrated, data, insight, processes and communities.

• Define an architecture of how those people, outcomes and jobs are supported by a platform of interconnected data, sensors, devices, communities, processes and applications.

• Refine the vision and architecture you have developed.

• Categorize your current products, services and business and engagement models in terms of their ability to contribute to the vision and architecture you have created. 1. Accelerates. 2. Needs some redesign. 3. No longer relevant.

Creating Insanely Great Customers

Mike ConnorThank You

mike@spicecatalyst.com

Principal Chief Crazy Officer

Creating Insanely Great Customers