digital transformation requires a wholesale reinvention of ... · this document is the property of...
TRANSCRIPT
Digital transformation requires a wholesale reinvention of every aspect of your business
Shankar Arumugavelu
SVP and CIO, Verizon
© 2017 Verizon. This document is the property of Verizon and may not be used, modified or further distributed without Verizon’s written permission.
As communication service providers, we helped advance the digital world.
We need to capitalize faster on the digitizationwe championed.
2
3
Customer expectations have changed
Simple • Personalized • Reliable
Transpare
ncy
Great Service
Seamless
Cross-hannel
Digital
First
Contextual
Interaction
s
On
Demand
Transparency
Great service
Digital first
On demand
ContextualinteractionsSeamless
experiences
4
Employee expectations have also changed
Employees are digital consumers too; they expect digital capabilities at work
Simplified
policies,
processes,
procedures
End to end
customer
visibility
Digital
workplace
Working
anywhere,
anytime,
on any device
Be the
customer
advocate
5
Digital transformation building blocks
Deepen customer
engagement
Empower
employees
Optimize
operations
Technology
Organization, talent, and culture
Transform
products & services
7
We deliver
this promise
to our
customers
following
these three
principles.
Simply. For Me. Reliably.
• Make it simple
to understand
• Make it simple
to deal with
• Make it simple
to use
• Talk human to me
• Anticipate me
• Be transparent to me
• Without fail
• Find a way
• Never stop
8
Transform products and services
Design products to also be the system of engagement
Remote control
for wireless plan
Fios mobile
early access
Upgrade
broadband speed
using your TV
9
Deepen customer engagement
Earn customer trust and confidence
AnticipateCommunicate in context
Be transparent Listen
You are paying per-minute
rates on international calls.
Tap to view available plans >
Where’s
my tech?
We detect a problem with
your DVR. Tap to have a new
DVR shipped to you >
Voice of the customer
10
Empower employees in the digital workplace
Simplify
interactions
Enable agents to be
customer advocates
Provide end to end
visibility
Employee effort Customer satisfaction
Customer
streams
live video
Right sell customers Self-sufficient field
technicians
Agent can
annotate
screen
11
Optimize operations
Digitalize operations to deliver on the promise
Keeping
customers
informed
Intelligent
scheduling
Real-time
fleet management
Anomaly detection
Same day delivery
Dispatch
operations
Supply chain
transformation
Digital
operations
12
Technology focus areas
Modernize IT architecture to accelerate digital transformation
61%Applications
Real-time streaming
Cross-channel
Cognitive/MLChat bots &
NLP support
50%Data centers
Cloud-native, micro-services, APIs
Systems modernization
Data analytics User experience
Design to fit the
4” screen
13
Digital IT architecture
Call center
Voice
assistants
Bots
Data warehouse BillingERP
Digital Stores
Social
Systems of engagement
Systems of record
Systems of intelligence
Big Data
Algorithms
Intelligence
Centralized
decisioning
Cognitive
learning
Real time
streaming
Diagnostics InteractionsUsage
Personalized
insights
Next best
action
Customer
behavior
Network
TV
Router
Device
14
Innovation acceleration patterns
Value creation
Agile DevSecOps Cloud
Development PS, Ops &
Security
InfrastructureBusiness
Modern operating modelBreaks down silos and barriers • Enables frictionless and faster value creation
Optimizing for speed and innovation
15
Organization, talent, and culture
Culture is key to success
Breakdown silos Test & learn
Attract digital talent
Immersive learning Employee gamification
Hackathons
16
• Simplify processes and policies – Don’t digitize analog processes
• Obsess over the customer experience
• Simplify & modernize the IT architecture
• Organization & process geared to speed & agility
• Don’t wait for perfect – Test, learn & iterate constantly
• Attract, retain & protect top talent
Digital transformation = Business transformation