Transforming Omni-experience Dimension to Become Customer-Centric Enterprise. Talking about Digital Transformation, 3rd Platform, Customer Experience Orchestration Services.

1. DIGITAL TRANSFORMATION WAVE:
Transforming Omni-experience Dimension to Become
Customer-Centric Enterprise
1© IDC, 2017
Handojo Triyanto
Senior Research Manager, IDC Financial Insights

2. © IDC, 2017 2
By 2018, 50% of Customer Support Interactions Will Be Digitalized
and Occur in Online Communities
By 2019, 65% of Facebook Users Will No Longer Be Considered
"Active" Users as They Abandon the Platform in Favor of
Experience-Based Media
By 2019, 35% of Companies Will Utilize Business Networks to
Impact Financial Performance Directly
By 2020, Virtual Reality Will Deliver a New Dimension to Social
Media as People Record Their Experiences So They Can Replay
Events and Interactions Online
“Triggering marketing
opportunities”
“Seamless
Transactions”
“Other experience-
based media (Snapchat,
WhatsApp)”
“Integrated with Social
Media”

3. © IDC, 2017 3
IDC Tracker - Smartphone Growth in Indonesia
6,811,875
13,952,047
25,032,484
29,308,135
30,331,233
17%
105%
79%
17%
3%
2012 2013 2014 2015 2016
Indonesian Smartphone Growth (units)
Source: IDC Tracker, 2017
CAGR 45%

4. 3rd Platform
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Twitter: @IDC
4
1st Platform
2nd Platform
In just a few short decades, information
technology (IT) has moved from the back
office, IDC's 1st Platform, to the front office,
the 2nd Platform........
………and finally, embedded itself
into nearly every aspect of people's
business and personal lives, fueled
by 3rd Platform technologies
including mobile, social business,
cloud, and big data and analytics
(BDA).

5. © IDC, 2017 5
IT Spending for 3rd Platform in Asia Pacific (excluding Japan)
Source: IDC IT Spending Guide, 2017
37,358
42,087
50,584
59,583
69,151
79,122
13%
20%
18%
16%
14%
2015 2016 2017 2018 2019 2020
IT Spending for 3rd Platform (USD million) - APeJ
Software
Services
Hardware
Total
Growth
CAGR 16%

6. © IDC, 2017 6
IDC DIGITAL TRANSFORMATION (DX) FRAMEWORK
Leadership
Transformation
Omni-Experience
Transformation
Information
Transformation
Operating Model
Transformation
WorkSource
Transformation
“Digital Transformation is a journey which an organization must have a framework for their reference.”

7. © IDC, 2017 7
Digital Transformation Spending (Asia Pacific excluding Japan)
2015 2016 2017 2018 2019 2020
Information 32,448 38,419 46,064 54,955 66,048 78,965
Leadership 1,677 1,881 2,383 3,124 4,328 7,208
Omni Experience 63,364 72,637 83,712 96,964 114,444 139,630
Operating Model 219,197 245,622 277,277 314,204 359,363 415,009
Worksource 6,421 7,089 8,251 9,634 11,400 13,961
Total 323,107 365,648 417,687 478,881 555,582 654,773
Growth 13% 14% 15% 16% 18%
323,107
365,648
417,687
478,881
555,582
654,773
13%
14%
15%
16%
18%
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
20%
IT Spending for Digital Transformation (USD million) - APeJ
Information
Leadership
Omni Experience
Operating Model
Worksource
Total
Growth
CAGR 15%
Source: IDC IT Spending Guide, 2017

8. © IDC, 2017 8
IDC’s Digital Transformation - Focused Areas
IT Strategy and
Governance
Leading in 3D
Strategic Architecture
Services Transformation
Innovation Strategies
Digital Transformation
Customer Experiences
Device/Mobility Strategies
Devices: PCs, Mobility,
Wearables and Augmented
Reality/Virtual Reality
Social Business
eCommerce
Enterprise/
NextGen Security
Enterprise Applications
Information and Data
Transformation
Big Data and Analytics
Cognitive Computing
Enterprise
Infrastructure
AppDev and
App Provisioning
DevOps
Cloud Strategies
Transformative Tech: IoT,
Robotics and 3D Print
Vendor Sourcing and
Management
IT Talent and
Skills Management
Outsourcing Services
IT Organizational
Development
Technology Training
Leadership
Transformation
Omni-Experience
Transformation
Information
Transformation
Operating Model
Transformation
Worksource
Transformation

9. © IDC, 2017 9
IDC MaturityScape – Omni-experience Transformation
At par with competition in terms of
customer loyalty and business
performance
✓ Customer Experience
✓ Innovation Orientation
✓ Service Delivery
✓ Dimensional Marketing
“Infinite combination of interactive experience
between Businesses and their customers,
partners, employees, etc.” – IDC, 2015
Key Areas :

10. © IDC, 2017 10
Digitally Enabled Customers and Organizations
o Customer Experience Definitions
o Business Processes
o Technology Applications
Think like a customer, but act like a company
Focus first efforts toward improving identification, personalization, and execution processes
Use technology to support effective business processes
“Too many enterprises focus on things
they can't control instead of the ones they
can — specific business processes to
support the customer experience.“ –
September 2017, IDC #US43071917

11. © IDC, 2017 11
The Central Nervous System of
the Customer-Centric Enterprise
“Companies that are able to provide low-latency connectivity between customer interactions
across the enterprise will be far more effective at providing a seamless customer
experience.” –
Enabled by
Connecting all
systems to customer-
facing technologies
Customer
Experience
Orchestration
Services
January 2017, IDC #US42215216

12. For More Information
IDC Digital Hub
idc.com/digitalhub
facebook.com/IDCResearch
@IDC
linkedin.com/company/idc
Handojo Triyanto
➢ https://www.linkedin.com/in/handojotriyanto/
© IDC, 2017 12