© 2019 TM Forum | 1
GM Digital Convergence, STC ChannelsAbdulaziz Al-Shamsan
Facilitating The Complex Digital Transformation Journey With The Right Partners
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Introduction
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It’s all about Customers.. Being Customer-centric is The Key
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Customer Experience
Front Office
Middle Office Back Office
Sources: https://home.kpmg.com/content/dam/kpmg/uk/pdf/2017/09/digital_transformation_guide_2017.pdf
How it all works together
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DIG as business framework
Discover – Innovate - Grow
People Discovery Business Discovery Customers Discovery
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Business Assets
Business Activities/ Functions
Business Processes
People Empowerment
Partnerships/ Ecosystems
Business Models
Business Ecosystems
Organizational Culture
3 Core CapabilitiesTo successfully navigate digital
transformation and protect against digital disruption, all
organizations need to develop three core capabilities
(Professor Michael Wade)
1 Hyperawareness
2Informed decision-making
3 Fast execution
Developing core capabilities across various business areas
Sources: http://customerthink.com/how-customer-centric-digital-transformation-is-doing-wonders https://www.i-scoop.eu/digital-transformation
Innovate & Leverage The New Technology
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Digital Transformation: Three Phases of the Digital Maturity Model
Sources: https://strategymeetsaction.com/our-research/digital-transformation-in-insurance-discovering-pathway-to-digital-maturity/
DigitalExperience
Operational Experience INTERNAL
Digital Assets
DigitalTransform
ation
Cu
sto
mer
Exp
erie
nce
EX
TER
NA
L
From assets to experience to transformation
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Digital Transformation: Core Elements of Digital Transformation
Sources: http://www.bithgroup.com/news/2018/5/22/business-digital-culture-evolving
Customer Understanding
Customer Touch Points
DigitallyModifiedBusiness
Top-Line Growth
Performance Management
Process Digitization
DIGITALTRANSFORMATION
Core elements of digital transformation
© 2019 TM Forum | 9Sources: https://hackernoon.com/why-choosing-a-strategic-partner-is-your-best-bet-for-digital-transformation-success-2373fd436f3
DigitalTransformation
TransformedProducts
OptimizedOperations
EngagedCustomers
EmpoweredEmployees
Key drivers of digital transformation
© 2019 TM Forum | 10Sources: https://futurumresearch.com/key-stats-2018-digital-transformation-index
Company Relationship with
technology is average
Customer service, IT, and marketing departments are
ahead
Organizations have a dedicated team
Organizations engaged in partnership
76.6%CRM, IT,
Marketing40% 30%
Key stats from digital transformation index
© 2019 TM Forum | 11Sources: https://www.marketingcharts.com/customer-centric/analytics-automated-and-martech-106654
53%
52%
51%
49%
Better ContentRecognition and
Recommendations
Increase in Sales Increase in CustomerRetention
Successful New ProductLaunches
Benefits of digital transformation
© 2019 TM Forum | 12Sources: https://wso2.com/whitepapers/devices-at-the-forefront-of-your-digital-transformation-journey/
Devices And Gadgets Are Interconnected
© 2019 TM Forum | 13Sources: https://www.forbes.com/sites/forbestechcouncil/2018/01/24/a-customer-centric-approach-must-drive-digital-transformation
https://www.cbronline.com/mobility/security/despite-security-concerns-majority-of-executives-committed-to-digital-business-310816-4993169
15%
72%
Companies have the ability to build and leverage adigital business model
It's important for an organization to implement adigital business model
Digital Business Model
Gap between realization and skill set
© 2019 TM Forum | 14Sources: http://www.technologyrecord.com/Article/successful-digital-transformation-partnerships-are-led-from-both-sides-72655
https://go.forrester.com/blogs/accelerate-your-culture-practices-for-digital-transformation
Beginner Intermediate Advanced
Digital starter Digital Transformation Digital Disruption
Digital leaders seed culture changes – rewarding innovation and changing metrics to measure customer outcomes, measure employees on collaboration, and celebrate early digital success.
Digital leader build an outside-in customer-obsessed culture, with enterprise wide collaboration and a strong focus on customer outcomes. A durable innovation culture is reinforced.
Digital leader ensure that digital is part of the DNA –everyone’s job – with inherent customer advocacy. Collaborative by default, inside and out, partnership drive ecosystem-based business models.
Digital transformation partnerships can fill the gap
© 2019 TM Forum | 15Sources: https://www.manchesterdigital.com/why-perfect-partnership-could-make-your-digital-transformation-success
Successful Partnership Will Help you…
Evaluate current digital standpoint
1
Articulate what you want to achieve
2
Create a roadmap for change
3
Identify skills requirements within your own teams
4
© 2019 TM Forum | 16Sources: https://www.appian.com/partners/
Strategic Consultancy
Delivery and implementation
from certified professionals
Optimum selection of
software packages and IT
services
Training of end users
Business process reengineering
Transforming the legacy data to
the requirements of the new systems
What is expected in partnership?
© 2019 TM Forum | 17Sources: https://www.itsma.com/so-you-want-to-be-the-digital-transformation-partner-of-choice/
Keys to be a good digital transformation partner
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Sources: https://explore.emtecinc.com/blog/6-tips-for-selecting-a-digital-transformation-partner
https://www.pds.group/Consulting/Digital-Transformation
DomainExperts
TechnologyEnthusiasts
Data & Analytics Masters
Software Development
Gurus
▪ Cloud Computing▪ Artificial Intelligence▪ Mobile Platforms▪ Internet Of Things▪ Machine Learning▪ Workflow Automation
▪ SCRUM & Agile Masters▪ Software Developers▪ QA & Test Engineers▪ Software Architects▪ UX/UI Designers▪ Trainers
▪ Business Consultants▪ Domain Scientists▪ Industry Analysts▪ Production Engineers▪ Project Managers
▪ Data Scientists▪ Knowledge Management Engineers▪ Predictive Analytics Experts▪ Statisticians▪ Big Data Architects, Analysts & Engineers
Factors to consider in selecting a partner
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Sources: https://www.forbes.com/sites/louiscolumbus/2018/04/22/the-state-of-digital-business-transformation-2018
DomainExperts
TechnologyEnthusiasts
Data & Analytics Masters
Software Development
Gurus
55%
38%34%
23%
95%87%
Startups Traditional Enterprises
Digital Strategy Revenue Increase Digital Business Plans
Who wins digital business transformation
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Conclusion
Digital Transformation is a must
Select The right partner
Partner with successful history
External Partner
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Thank You @AzizAlshamsan