vital trends in digital experience and transformation in 2016 | dreamforce 2016 by dion hinchcliffe
TRANSCRIPT
Vital Trends in Digital Experience and Transformation in 2016
Dion HinchcliffeChief Strategy Officer7Summits, Inc.
[email protected]@dhinchcliffe
WHAT’S NEXT IN EMERGING BUSINESS + TECH. WHAT IT MEANS TO THE ENTERPRISE.
Dion HinchcliffeChief Strategy Officer, 7SummitsZDNet Contributor@dhinchcliffe
What’s Next in Emerging Tech?For Which Your Organization Must Begin Planning and Preparing in 2016
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
We’ll look at today:• Key emerging technologies that
organizations should be considering• With an emphasis on digital/social
engagement• Why these these technologies and
trends are important to evaluate• What are the key takeaways, actions,
and preparatory tasks?
But must prepare more effectively for a fast arriving digital futureOrganizations continue to grapple with digital fundamentals
Emerging Technology Rate of Change At All Time HighGrowth of Technology and Human Success: Hand in Hand
1 2
Technology Growing and Change Fastest in History Which Overall Has Been Very Good for Us
Human Population over Time
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
And Our Organizations Must Face Emerging Tech to Survive
Primary Cause of Failure: Lack of Tech Adaptation
More Change in Work, Business, & Tech in the Next Ten YearsThan the Last 40 Combined
Insight: Linear Thinking DoesNot Prepare us for Exponential Times
Understanding Exponential Tech Change Helps Us PrepareEnabling Us to Anticipate the Nearly Unlimited Value Potential
1 2Insight: The Value of Digital is Driven by Power Laws That Pay Off Big Downstream
But Our Organizations Only Change Linearly, or Logarithmically at Best
The Payoff of Power Laws (Like Moore’s Law) Over Time
Yet Each Generation Keeps Coming on Faster Than the LastExhausting our Traditional Approach to Technology Enablement
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
What Tech Should Most Organizations Be Focusing on Today?
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
And the next generation of technology is very different than today’s.
Forcing us to:• Learn all new platforms and technologies• Think about even more novel new ways to engage• Tap into very different forms of value creation• Find new ways to adapt to digital change more
sustainably
Technology is Reshaping Expectations + Enabling New Possibilities
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
New Platforms and Technologies that Orgs are Still Largely Unfamiliar With
mobile/social payment platforms
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
We Must Create and Unleash Value Creation in Exponential TimesKey properties of digital business• Decentralized• Network-centric• Asynchronous• Scalable• Emergent• Connected• Continuous• Sustainable
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Digital Transformation must go Hand-in-Hand with Human Transformation
Co-Evolution
Insight for 2016: Leaders are often the biggest obstacles to digital transformation, with boards least prepared.
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Top Priorities in Digital Transformation in 2016
Source: Altimeter
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
So What’s Coming Next in Digital Experience in 2016 and Beyond?
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
WearablesKey Events• Apple Watch + Fitbit• Watch OS 3• Hitachi Business Microscope• 2016 saw steady but slower
than expected growth
Why to Prioritize• Always on the person of key
stakeholders • More opportunities to engage• Essential vector in
omnichannel CX• Healthcare use cases
digital tech
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Digital Assistants and Bots Key Events• Watson• Siri and Alexa• The Chatbot Revolution
Why to Prioritize• Frictionless UIs• Work shifts from DIY to
do-it-for-you• More productivity• High leverage use
cases
digital tech
(100+)
Digital Engagement Becoming ConversationalFrom - There’s an App for thatTo - There’s a Bot for that
Text/Voice + Natural Language Processing + Agent-Based AI
Less Friction, Much Higher Leverage
Bots Outpacing Apps on Facebook
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Brain/Machine Interfaces Key Events• Technology working in
the lab• Cost point dropping to
mass market level in 36 months
Why to Prioritize• Immersive new UX• More productivity• Powerful new types of
applications• Path to 4th Platform
digital tech
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Virtual and Mixed Reality Platforms Key Events• Oculus Rift & Magic Leap• Google Cardboard• Apps• Low cost
Why to Prioritize• Path to mind/machine
interfaces• Enable unique applications
not otherwise possible• New modes of
communication and collaboration
digital tech
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Microframeworks + Containers Key Events• Critical mass of new
microframeworks and container offerings like Docker
• Need for much faster digital solutions
• Enables stunningly fast digital development + run time ops
Why to Prioritize• Digital transformation
accelerator• Enable rapid digital
experiments: Better hackathons
• 64% plan to mainstream container use within a year.
digital tech
Machine Learning and Artificial IntelligenceWill Automate Most Work Over Time
By 2020, $1000 will buy computing power equal to 1 human
In the Next Decade AI Goes from Almost Nothing to $12B industry
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Low Code PlatformsKey Events• First mass market low code
models arrive• Quickbase, Zapier,
IFTTT, Hooks, Mendix• Nearly everything has an
API now• There’s now a Gartner Magic
Quadrant for Low Code
Why to Prioritize• Enables citizen developer• Shortest path to digital value• Tool for grassroots digital
transformationdigital tech
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Robotic Process Automation Key Events• Effective new solutions• Improvements to machine
learning algorithms• Rapid industry growth in
2016
Why to Prioritize• Next avenue of
automation of mid-level tasks
• Accuracy and speed• Lower cost• Less workforce
digital tech
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Applied Machine LearningKey Events• Maturity of open source and
commercial offerings• Weka, Mahout, DeepLearning4J,
dozens of others• Increasingly impressive real-world
examples• Roboadvisors• Clinical advisors
• Rapid expansion into verticals like healthcare
Why to Prioritize• Unleashes innovation and
opportunity capacity• Scalable new resource for analytics
and business insight• Competitive advantage: Make
decisions based on all data faster than competitors
digital tech
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
The Blockchain Key Events• Proof of effectiveness in Bitcoin
• $10B market cap• A reliable way to do financial
transactions with no central authority
• Experimentation and adoption by many in the traditional financial services continues in 2016
Why to Prioritize• New form of distributed open
record keeping• Creates transparency and trust in
digital ecosystems• Is being used by many new
digital competitors as proof of life
digital tech
Blockchain Global Interest Over Time
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Future Skilling
digital human
Key Events• Increasing digital skill gaps in the
workforce• Need to position for faster digital
change• Need to get ahead of workforce
learning• Often using learning
communities
Why to Prioritize• Ability to reskill workforce for
digital change• Seize opportunities better and
faster• Increase and sustain employee
engagement• Better results and productivity
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Citizen Developer
digital human
Key Events• Increased rate of new apps
and tech• Growing backlogs in the
traditional IT department• Rise of new Low Code
platforms• Growth of the industry
continued strongly in 2016
Why to Prioritize• Solve more business problems
with local experience• Faster application development• Better fit to business needs• Improved scale of digital
transformation
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Work Hacking
digital human
Key Events• Proliferation of complexity,
technology, rules, and regulations• Simple user-led techniques that
can be used to get things done better fast
• 2016 has seen the hacking of work meme at an all time high
Why to Prioritize• Empowering of workers to fix
what’s ‘broken’• Easily tapped pool of innovation• Improved employee engagement• A way to speed up digital
transformation on the business side
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Beyond DevOps: Adding Innovation + Security
Continuos Innovation
Continuos Security
Key Events• DevOps has proven a
success, with more than half of all orgs using it 2015
• But it’s not yet a complete enough model
• In 2016 security finally becoming a devops priority, but innovation programs falling behind
Why to Prioritize• Ensures security, the top issue
of the digital era, is baked into all tech enablement
• Ensures innovation efforts are directly and continuously connected to the tech development effort
digital human
All Digital Development Activities in a Single Stack
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Digital Management Models Key Events• Traditional industry age
management not up to task of managing in flatter, faster, networked digital era
• New models emerging and experimented — and enabled by collaborative tech and communities— by thousands of organizations
• Some retrenching in 2016 but new experiments as well
Why to Prioritize• Adopt faster, more effective
forms of management• Enable productivity, efficiency,
innovation, and faster action against opportunities
digital human
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
SocBizOps: Sustained functional engagement
social human
Key Events• Social media fragmentation makes
acting on social data and events disconnected to key business functions
• Push to close the gap between events and action to create continuous engagement
• Happening in community management teams
• 2016 is seeing growth most in top of the funnel operations (integrated demand gen/marketing/sales) and employee advocacy
Why to Prioritize• Better connect stakeholder
engagement with company operations
• Produce faster and sustained results in customer care, marketing, sales, operations, and innovation
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Holistic Social Business Key Events• Aging pre-networked
processes not working well in many organizations
• Large orgs seeking more collaborative, open, and decentralized processes
Why to Prioritize• The usual KPI benefits• More sustainable change
processes• Better tech adaptation
and route to digital transformation
• 280,000 employees
• 25 top level use cases
• Redesigned core business processes for social
social human
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Holistic Social Business Continued
Using Online Community At the Center of Work
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Social HR and Sales
Key Events• HR seeking to adapt and
provide value in new operation environment
• Social professional networks now top source of quality hires
• Sales processes move to social channels in most orgs
Why to Prioritize• Better talent and resource
management• Especially recruiting
• Ability to meet customers and employees in the channels they use the most
social human
Source: LinkedIn, 2016
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Swarm WorkingKey Events• Rise of crowd everything in the wild• Lack of equivalent capabilities in
the enterprise• Tools emerging in the enterprise to
make swarm/crowd working possible
• Office365 Groups• Continued growth of platforms like
uTest in 2016• 200,000 members who can
swarm• Online community customer care
service service grew rapidly in 2016
Why to Prioritize• Faster activation on key business
challenges• More effective resolution of
exception scenarios and high priority business events
social human
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Social Performance Management
Key Events• The emerging of tools to
better monitor and guide our stakeholders
• Growing number of orgs using process improvement using social business tools
Why to Prioritize• More comprehensive and
guided approach to ensuring performance results using network engagement
• Shortest route to optimization and value creation
social human
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
AI-Based Social Analytics
social tech
Autonomous Pure Digital Knowledge Workers Will Alter Work ForeverLeading to New Economic Models and Untold Value Creation
Menial Labor
Artisanal Work
Rote Service Tasks
Knowledge Work
Autonomous Intelligence
Unknown New Forms of AI+ Human Work
Routine Mental TasksIf the robots arriveto do this work…
…then workersmust move up
the stack
Open Question: Can Most
Workers Make This Transition?
singularity leveragewhat’s next
today
work began here
The Labor Stack
Everything Is Literally About to Become ConnectedAll the objects in our life will be digital manageable and controllable
1 Everything gives off streams of data 24/7
Allowing us to truly manage our business and lives for the first time, if we can manage the data
2
Omnichannel Digital Experience the New Imperative (and a Treadmill)Yet the single most important value creator for companies
1 2
New Trend and Force Multiplier: Digital Ownership Experiences
Dis$nct(Points(of(Digital(Engagement!! Sea!Ray!News/Announcements:!more%efficient%communica-ons%
! Ownership!registra9on:!be0er%insight%to%secondary%markets%
! Resources/Support:!!Streamlined%access%to%manuals,%peer:to:peer%Q&A%
! Events:!%Increased%awareness%and%par-cipa-on%
! Affinity/Ambassador!Ac9va9on:!!Enhanced%ownership%experience%
! Promo9ons:!!Increased%awareness/u-liza-on%of%boat%ownership%benefits%
! Anywhere/Any9me!Access:!%Desktop%and%mobile%%Bo3om(Line(Benefits%! Opera9onal!Efficiencies:!!$1.0MM%savings%through%re-rement%of%more%expensive,%
hard%to%maintain%programs%and%plaMorms%
! Revenue!Improvements:!!Parts/Accessories%as%well%as%new%boat%Leads%
! Support!Experience:!!Customer%service%experience%improved%while%reducing%costs%through%deflected%calls%to%self%serve%channels!
%
Overview:!!Transforming%the%Boat%Ownership%experience%to%improve%the%customer%experience%while%driving%increased%Revenues%and%Opera-onal%Efficiencies%%Solu9on:!!A%community%that%brings%boat%owners,%dealers%and%Sea%Ray%together%–%enabling%“a%life%well:lived%on%the%water”!
Transportation Becomes Almost Entirely DigitalChanging how we travel and business logistics forever
134% CAGR
The Maturation of Powerful New Forms of AnalyticsGoing from Measuring the Past to Optimizing the Future
1 2
The Digital Workplace Is Going to Be a Very Different PlaceVirtual, Robot Supported, Data-Driven, Borderless, and Self-Organizing
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Community Management as a Service Key Events• Orgs discovering a
paucity of community management resources
• Rise of social media and community in many business functions
Why to Prioritize• A cost-effective way to
ramp up vital resources to make digital engagement successful
• Faster way to increase capabilities for managed digital engagement
social tech
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Social Integration between Apps, Silos, Community Key Events• Too many collaboration and
communication tools in our orgs now
• Apps like Slack that bring them all together
• 2016 continued to see this trend expand and grow into a contextual digital workplace
Why to Prioritize• Get ahead of and manage
digital channel fragmentation• Deliberately design a
collaborative and community architecture instead of ‘letting it happen to you’
social tech
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Notable Vertical Dimension: Higher Education
Adaptive Learning Student/AlumniCommunities
Learning Spaces
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Notable Vertical Dimension: Healthcare
Wellness Tracking Collaborative EMRs Healthcare Communities
• CureTogether • PatientsLikeMe
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Notable Vertical Dimension: Financial Services
Adapted Blockchain Digital Advisors Partner Networks
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Networks of Excellence + #changeagents
digital human
Key Events• Limits being hit on Centers of
Excellence for new technology• Urgent need for digital
transformation
Why to Prioritize• To better enable digital
leadership bottom up and top down
• Scales better, more cost effective, and more sustainable than old CoE model
• Emerging naturally from many existing CoEs, so better to go right to the desired outcome
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
What Does it Look Like When It’s Done? An Ecosystem
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
The Model for Digital Transformation Is Inclusive and Digitally-Enabled
Increasingly, Digital Platforms Such as Community Are the Vehicle for Digital Transformation
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
New Models for Tech Change, Adoption, and AdaptationNew Modes (Bi-Modal IT, Tri-Modal IT) Networked Models for IT
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
TriModal IT and Beyond Key Events• Bimodal not sufficient for larger
and/or more complex projects and organizations
• Evidence that tri-modal and n-modal IT matches right rate of change to right model
Why to Prioritize• Better way to adopt new digital
technology• More realistic model to match
different types of IT and innovation to models that better support them
• Get rid of one sized fits all tech adoption that holds progress back
digital human
(cc) Some Rights Reserved. 2016, 7Summits Inc. by @dhinchcliffe
Let’s Learn to Continuously Design Our Futures Together in Scale
Q&AFor slides:[email protected] @dhinchcliffe
For a strategic online community:http://7summitsinc.com