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Implementing Customer Transformation - Sydney

Implementing Customer Transformation - Sydney
29/05/2018

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Implementing Customer Transformation - Sydney

  1. 1. Moving beyond future state design to fast- track benefits realisation TRANSFORMATION CUSTOMER IMPLEMENTING EXECUTIVE BREAKFAST SUMMIT TUESDAY, 29 MAY 2018 HYATT REGENCY SYDNEY
  2. 2. 2 #BlackdotInsights SPECIAL ANNOUNCEMENT News from our friends at Salesforce PLENARY KEYNOTE Implementing Customer Transformation CASE STUDY SMC Pneumatics Australia COMPETITION WINNER Announcing the leading submission for the 100k consulting package BREAK-OUT WORKSHOP STREAMS NETWORKING Connecting with your peers in the Blackdot community 8:10 AM 8.15 AM 8.30 AM 8.40 AM 9.10 AM 10.00 AM
  3. 3. 3 Who’s in the room? FINANCIAL SERVICES HEALTH & SCIENCES TECH/TELCO OTHER CONSUMER PRODUCTS MANUFACTURING TRANSPORT & LOGISTICS MEDIA INDUSTRY 28% 18% 15% 12% 11% 7% 5% 4% SALES LEADER MARKETING LEADER BUSINESS LEADER HR LEADER COMMERCIAL STRATEGY TRANSFORMATION LEADER DIGITAL STRATEGY TECHNOLOGY LEADER CUSTOMER STRATEGY PERSONA 27% 17% 16% 10% 8% 8% 6% 6% 2%
  4. 4. 4 MARKETING, SALES & SERVICE TRANSFORMATION We deliver integrated people, process & technology solutions that transform the customer experience & accelerate growth Blackdot exists to drive
  5. 5. 5 Introduction to Blackdot - ESTABLISHED 2001 - OUR PURPOSE Take your customer transformation agenda further & faster • London • Dublin CUSTOMER TYPE Enterprise B2B & B2C INDUSTRY FOCUS • Financial Services • Health Sciences & Government • Communications, Media & Technology • Consumer & Industrial Products TRANSFORMATION PROJECTS (last 2 yrs) 21 COUNTRIES 41 PROFESSIONAL STAFF 79 LOCATIONS • Sydney • Singapore
  6. 6. 6 Everything we do is focused on the customer & the functions that serve them Deep Functional Specialisation Holistic Approach to Transformation Diverse, Hands-on Expertise CUSTOMER Seamless solutions which bring together the critical people, process & technology elements Specialised experts with practical, in- field experience in what works and how to mobilise the changes Focus on transforming marketing, sales & service for customer & business outcomes PEOPLE PROCESS TECHNOLOGY Strategy Benchmarking & Analytics Process Operating Model Customer Technology Advisory People Advisory Change & Communications Capability Transformation Execution Creative & Content Digital
  7. 7. 7 #BlackdotInsights SPECIAL ANNOUNCEMENT News from our friends at Salesforce PLENARY KEYNOTE Implementing Customer Transformation CASE STUDY SMC Pneumatics Australia COMPETITION WINNER Announcing the leading submission for the 100k consulting package BREAK-OUT WORKSHOP STREAMS NETWORKING Connecting with your peers in the Blackdot community 8:10 AM 8.15 AM 8.30 AM 8.40 AM 9.10 AM 10.00 AM
  8. 8. 8 Salesforce Special Guest Announcement Consulting Partner John Moran Area Vice President, Financial Services Salesforce
  9. 9. 9 #BlackdotInsights SPECIAL ANNOUNCEMENT News from our friends at Salesforce PLENARY KEYNOTE Implementing Customer Transformation CASE STUDY SMC Pneumatics Australia COMPETITION WINNER Announcing the leading submission for the 100k consulting package BREAK-OUT WORKSHOP STREAMS NETWORKING Connecting with your peers in the Blackdot community 8:10 AM 8.15 AM 8.30 AM 8.40 AM 9.10 AM 10.00 AM
  10. 10. 10 Our roadshow agenda & business spans transformation strategy through to implementation End-to-End Transformation Roadmap BASELINING & CURRENT STATE ASSESSMENT HIGH-LEVEL FUTURE STATE DESIGN & ROADMAP Transformation Design • Apr 2016 – Leveraging Digital for Growth • Jul 2016 – Integrating M&S Around the Customer • Nov 2016 – Sales Transformation for the Digital Age • Mar 2017 – Accelerating M&S Transformation • Oct 2017 – Enterprise Growth Transformation Past Focus QUICK WINS & CHANGE PACKAGE DESIGN EMBEDDING & CONTINUOUS IMPROVEMENT PACKAGE IMPLEMENTATION Transformation Implementation Key Focus of Today PLENARY SESSION – Implementing Customer Transformation8:00 am CASE STUDY – SMC Pneumatics Australia8:30 am BREAK-OUT WORKSHOP STREAMS – Getting hands-on9:10 am NETWORKING – Mingle with the Blackdot community10:00 am
  11. 11. 11 Customer transformations in large & complex enterprises must traverse a series of contradictory challenges SHAREHOLDER STRATEGIC OPERATIONAL CAPABILITY TECHNOLOGY ENGAGEMENT Typical Conflicts & Challenges To Manage When Implementing Customer Transformation Improve customer experience Run the business Resolve the complexity Inject new capability Rate of technology evolution Engage frontline in future state Increase profit Change the business Deliver benefits quickly Under-supply of capable talent Rate of implementation & adoption Lack of job security for the individual
  12. 12. 12 Successful implementations are business-led & focused on rapidly building new operational capability to fast-track results Accelerating Benefits Realisation Through Implementation Accelerate towards an Achievable Future State through Agile Package Execution Implementation Approach Align around a Compelling Purpose and respond rapidly to Feedback Loops on Cx, Ex and Financials Tracking & Management Run Business-Led Transformation through BAU Networks Resourcing Governance & Capability
  13. 13. 13 Implement change packages to build confidence and operational muscle while evolving towards an achievable future-state that delivers material value Achievable Future State Align The Business Around A 12-24 Month Target Operating Model Blueprint • Define future state customer journeys & where you’ll differentiate on Cx • Identify key pain points & opportunities in the current employee experience Roadmap to Value 1 2 3 Build A Logically Sequenced Roadmap To Fast Track Benefits Realisation • Understand dependencies and sequencing • Quantify & map benefits realisation timeline Packages People Process Technology 2 MVP Maturity  Cx  Ex  $ Define Logical Packages Of Integrated People, Process & Technology Change • Focus on early release of value via minimal viable product / solutions • Over invest in first line managers & frontline adoption to build the confidence required to progress to the next package • Build momentum bottom-up by proving Cx, Ex & financial outcomes to the frontline, managers & senior leaders Agile Business Change Agile Execution Within Each Package • Schedule activity in 1-4 week sprints • Continuously integrate, iterate and evolve • Release to the frontline based on change readiness Implementation Approach
  14. 14. 14 Implement change packages to build confidence and operational muscle while evolving towards an achievable future-state that delivers material value Business Owned & Governed Run A Business-Led & Technology-Enabled Implementation • Make business units responsible for governance and decision making • Use technology and transformation resources to provide leverage • Utilise existing BAU forums and networks for communication, escalation and change leadership Transformation Team & Technology Enabled Resource Based on Capability & Capacity Gaps Use Internal & External Resources Based On Available Capacity & Capability • Assign transformation responsibilities to future leaders to build future state skills and mindset • If we have capacity and capability internally, run transformation through BAU • Back-fill BAU roles if capacity is a challenge • If capability is a challenge, rent or buy expertise and knowledge transfer through the transformation External Internal Invest in Change Leadership Leverage BAU Networks Over Invest In Change Leadership To Fast Track Adoption • Align the organisation on a shared purpose • Invest leaders’ time immersing in and role modelling the change • Hold the course through implementation and into the embedding phase Resourcing, Governance and Capability
  15. 15. 15 Align the business around a compelling customer purpose and respond rapidly to feedback loops on Cx, Ex and financials Dashboards Elevate Dashboards That Illuminate Implementation & Adoption Progress • Design a dashboard to balance • Multiple measures of success – financial, Cx and Ex • Cross functional alignment • Mixture of lead and lag indicators • Create a baseline and base case forecast • Track at a granular level at a high frequency for immediate actionability Customer Experience Employee Experience Commercial Value Lead Lag70% Systemic Feedback Loops Systematise Feedback Loops To Fast-Track Course Correction • Track and communicate progress in a clear and transparent way • Set up processes to get insights to the frontline teams best placed to respond • Conduct operational huddles to action quick wins • Cycle more complicated problems back through the transformation program Customer Product Marketing Sales Service Compelling Customer Purpose Align The Organisation Around A Unifying Customer Purpose • Articulate your enduring purpose & how customer value is created • Cascade to all levels, particularly, executive and frontline leaders and change champions Tracking and Management
  16. 16. 16 Successful implementations are business-led & focused on rapidly building new operational capability to fast-track results • Evolve towards an 18-24 month achievable future state • Implement logical packages of people, process & technology change Implementation Approach • Run a Business-led implementation (that’s technology & transformation enabled) • Over invest in change leadership, ahead of & throughout each of the change packages Resourcing Governance & Capability Tracking & Management • Align around a unifying purpose & aspirational Ex & Cx • Establish real-time feedback loops to fast-track adoption & course correction Key Take-outs
  17. 17. 17 #BlackdotInsights SPECIAL ANNOUNCEMENT News from our friends at Salesforce PLENARY KEYNOTE Implementing Customer Transformation CASE STUDY SMC Pneumatics Australia COMPETITION WINNER Announcing the leading submission for the 100k consulting package BREAK-OUT WORKSHOP STREAMS NETWORKING Connecting with your peers in the Blackdot community 8:10 AM 8.15 AM 8.30 AM 8.40 AM 9.10 AM 10.00 AM
  18. 18. 18 Case Study - Harnessing growth opportunities in a shrinking market James McKew Group Sales & Marketing Director SMC Pneumatics AU
  19. 19. 19 #BlackdotInsights SPECIAL ANNOUNCEMENT News from our friends at Salesforce PLENARY KEYNOTE Implementing Customer Transformation CASE STUDY SMC Pneumatics Australia COMPETITION WINNER Announcing the leading submission for the 100k consulting package BREAK-OUT WORKSHOP STREAMS NETWORKING Connecting with your peers in the Blackdot community 8:10 AM 8.15 AM 8.30 AM 8.40 AM 9.10 AM 10.00 AM
  20. 20. 20 Announcing the 100k consulting package winner THE WINNER IS… Qualitative marketing, sales & service diagnostic 100KCONSULTING PACKAGE
  21. 21. 21 #BlackdotInsights SPECIAL ANNOUNCEMENT News from our friends at Salesforce PLENARY KEYNOTE Implementing Customer Transformation CASE STUDY SMC Pneumatics Australia COMPETITION WINNER Announcing the leading submission for the 100k consulting package BREAK-OUT WORKSHOP STREAMS NETWORKING Connecting with your peers in the Blackdot community 8:10 AM 8.15 AM 8.30 AM 8.40 AM 9.10 AM 10.00 AM
  22. 22. 22 Break-out workshop streams Designing A Realistic Future State W O R K S H O P 1 GRANT BROKENSHIRE JUSTINE TABONE RACHEL STOTTER C A S E S T U D Y Building A Culture Of Change Leadership W O R K S H O P 2 C A S E S T U D Y SALLY-ANNE LYSTER GREG TAYLOR CHRIS WILLMOTT What Does A Fully-digitised Marketing & Sales Engine Look Like? W O R K S H O P 3 C A S E S T U D Y CHRIS HORN GABRIELLE LUKES-MOONEY SHIANA GUNASEKERA

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