digital transformation in financial services
TRANSCRIPT
DIGITAL
TRANSFORMATION
IMPROVEMENTS TO
YOUR BOTTOM
LINE
Tiffany St James
@tiffanystjames
@wetransmute
View the accompanying video:
http://bit.ly/DigiTransFS15
5 DIALS OF TRANSFORMATION
Vision
Strategy
Business
Model
Product
Operations
People
Customer
Experience
Culture
The Big 5 all Management Consultancies agree on
#1 TRANSFORM YOUR BUSINESS MODEL
Digital Modified Business, New Businesses, Globalisation
#2 TRANSFORM YOUR PRODUCT
Digital Modified Products, New Products
#3 TRANSFORM OPERATIONAL PROCESSES
Process Digitisation, Performance Management
#4 TRANSFORM YOUR PEOPLE
Talent DNA, Capability Mapping, Workforce Experience
#5 TRANSFORM CUSTOMER EXPERIENCE
Customer Understanding, Channel Shift, Experience Evolution
6 BUSINESS
USES OF
SOCIAL MEDIA
What social can deliver for the business
Current KPIs
Digital Strategy
Business Objectives
• Benchmark• Best Practice
• What works
• Current social footprint
Your Business
Competition
Similar Industry
Other Industries
What social CAN
deliver for the
business?
What social IS
delivering for you,
for your competitors,
and industry?
What people and
tech capabilities
DO you have?
THE STRATEGIC PLANNING PROCESS
HR
Lower attrition rates and cost per hire, evidence based digital capability mapping
PR (AND SOCIAL MEDIA MARKETING)
Engaging shareable campaign content of use or pleasure by customers
DIRECT SALES
Source: Shopify: 3 ecommerce trends you need to know 2015
CUSTOMER SERVICE
BT has lowered the cost of its customer service operations by £2m a year.
BUSINESS INTELLIGENCE
Topic Analysis
Volume of posts Proportion of posts
Topic analysis through Natural Language Processing Tools
INTERNAL COMMS
Employee collaboration digital and social spaces and tools, authentic employee-led content
@wetransmute
http://wetransmute.com
View the accompanying video here:
http://bit.ly/DigiTransFS15