digital business trends

Sandy Kemsley ● www.column2.com ● @skemsley

Digital Business

Trends

Leveraging new technologies and

adopting new cultural norms to

survive the new world of business

Every business is facing

new challenges

Copyright Kemsley Design Ltd., 2016 2

Your competition is doing

what??!!


1M wifi-enabled Barbie dolls

can launch a DDoS attack


Your employees have

conflicting goals


You’re focusing on the

wrong things


Projects take too long


Every business needs to

step up their game


New business models


New products


New interaction methods


New users


New marketplaces


New levels of transparency


Are you keeping pace?

Creating innovative and desirable

products

Reducing transactional friction

Adopting new technologies

Attracting valuable customers

Attracting skilled employees


What can you do about it?

Understand the drivers:

Technologies driving change

Customer attitudes

Employee attitudes

Adapt and innovate:

Apply new technologies

Enable cultural changes


Technology drives change


Social and collaboration

User-created content

User-directed collaboration

Emergent, rather than predefined,

structure and content

Distributed co-creation


Mobile devices

Always available

Device-specific capabilities

Phone

Camera

GPS

NFC

Unique form factor


Internet of things

Instrumentation everywhere Smartphones/wearables

Vehicles

Medical/industrial devices

Household appliances/toys

Devices are processparticipants Generate events

Respond to triggers


Big data and analytics

Sense and respond in near real time

In-memory operational data stores

Detect patterns

Make predictions

Proactive problem avoidance

Sentiment analysis

Next best action

Gamification


Public cloud platforms

External sharing and collaboration

Elastic expansion/contraction

Subscription pricing

High availability


New technology, new risks

Corporate network security Social engineering foils best-laid plans

IoT device secuity Remember those Barbie dolls?

Data toxicity Don’t collect it if you

don’t need it

Purge what you can,encrypt the rest


The changing customer


More informed, less loyal

Always-on access to competitive

information

Uses services from

multiple vendors to gain

price/quality advantage

Willing to try new

vendors and products


Higher expectations

User experience

Problem resolution

Price/performance

Process transparency


Uncensored

Customer opinions on social media and public forums

Your marketing is no longer in control of your message

Ignore at your own peril


Customer retention

challenges

Competition from smaller/nimbler

companies

Showrooming/price comparison

Inability to personalize customer

experience

No benefit for loyalty


The changing nature of

work


Consumer software sets

expectations for business

Consumption

Participation and

collaboration

Co-creation

User experience

Access anywhere,

on any device

30Copyright Kemsley Design Ltd., 2016

Information is everywhere

Transparency of business and

personal information

Rich informational context for

decision-making

Analytics refine, predict and

recommend


The two faces of work


Routine work

Execute transactions

Efficiency

Compliance/standardization

Process improvement

Automation

Knowledge work

Solve problems

Collaboration

User-created processes

Assist human decisions

Collect supporting artifacts

From routine work to

knowledge work

Goals shift from efficiency to problem-

solving

Routine work automated

Unpredictable, customer-facing work

often ad hoc and poorly supported


Challenges in enabling

knowledge workers

Rigid processes

No incentives for collaboration or

innovation

Inability to personalize employee

experience


Tools for knowledge

workers


Case management

Focus on knowledge work

Goal-driven, not pre-defined processes

Guided by rules and events

Content (case folder) as central permanent

artifact

Dynamically configurable to meet

worker’s needs

Supports rather than controls


Case management features

A combination of process, content, rules,

events, collaboration, analytics...

Persistent case folder

Pre-defined checklists for common tasks

Guidance/guardrails via declarative rules

Personalization for worker preferences

Prediction and what-if scenarios

Pre-built vertical applications


Case management

components


Customer

information

Ad hoc tasks &

collaborationPredefined

processes

Events

Compliance

& rules

Analytics &

recommendations

Technology buzzword bingo

B P M

Social

collaborationMobile Cloud

Big data &

analytics

Case

managementAutomation

DecisionsEvents

& IoTPrediction


What knowledge workers

need

Goal-driven work with a complete

view of customer

Collaboration on demand

Remote work

Pre-emptive problem resolution


Goal-driven work

B P M

Social


Big data &

analytics

Case


Decisions Events & IoT Prediction

Rich customer context

Create activities and

flows dynamically

Delegate routine tasks

to automation

Detect patterns for

process improvement

Use case: claims

management


Collaboration on demand

B P M

Social


Big data &

analytics

Case



Social in the flow of

work

Cross-silo collaboration

to fuel innovation

In-network experts or

recommendations

Include remote and

external participants

Use case: co-design


Remote workers

B P M

Social


Big data &

analytics

Case



Collect information

remotely on mobile

devices

Work from anywhere

Use cases: industrial

inspections; claims

adjusters; outpatient

healthcare


Pre-emptive problem

resolution

B P M

Social


Big data &

analytics

Case



Event detection and

correlation

Predictive analytics

and alerts

Automated problem

avoidance

Use case:

transportation

logistics


Process tools for knowledge

work

Intelligent processes

Contextual information

Analytics

Decisioning and automation

Recommendations

Flexible, adaptive processes

Internal and external collaboration


Data and analytics for

knowledge work

Activity streams and event processing

Real-time response to processes in

flight

Predictive analytics to fix the problem

before it’s a problem


Employee experience for

knowledge work

Personalized for individual work

patterns

Integrated user experience

Automate all possible tasks to allow

focus on knowledge work

Fit-to-purpose devices


Knowledge Work Works

Best When It’s Social

Social Feature Enterprise Benefits

Collaboration Exploit weak ties for knowledge

sharing and social feedback

= Improved decision-making

User-created

content

Use and capture tacit knowledge

= Improved processes

Transparency Provide context for work

= Improved problem-solving


Managing work in a

customer-led world

Align employee incentives with team

and company objectives

Avoid piece-work mentality

Reward problem solving

Encourage collaboration


Creating a digital business


Changing business models

Customer-centric/customer-inclusive

Reinvent how business is done

Innovate products


Classic business metrics

Metric Enabled by

Cost cutting Automation

Removing geographic constraints

Process reengineering

Compliance Policy enforcement

Reporting

Agility Model-driven design

Lightweight development methods

Rules integration


Shift happens


New business metrics

Metric Enabled by

Customer

experience

Mobile/social/cloud

Event-driven processes

Revenue

generation

Mobile/social/cloud

Gamification

Business

innovation

Mobile/social/cloud

Big data

Internet of things


Transform customer

experience: link social

presence to core process

Changes the customer relationship

Extends the ends of the process

Increases external collaboration

Forces operational transparency


Transform constituent

engagement in government

processes


Boost revenue: reduce

friction, add gamification


Innovate business models:

create a new market segment


Customer experience

Omni-channel

Always on

Self service to full service

Personalized with customer’s context


Think “outside the firewall”

Model the customer as part of the

process

Link external/social information to

core business processes

Support customer devices of choice


Build for change

Bimodal IT

“Fast” IT for systems of engagement

“Slow” IT for systems of record

Low-code tools for citizen developers

BPM system as app dev platform

Agile methodology


Summary

The changing business landscape

The technologies driving change

Changing customer behaviour

Changing nature of work

Dealing with change

Creating new business models

Leveraging emerging technologies


Questions

Sandy Kemsley

[email protected]

www.column2.com

@skemsley
