This document discusses creating meaningful customer experiences through digital transformation. It provides an overview of HFS Research, including that they have over 120,000 subscribers across 100+ countries. A survey by HFS Research found that 35% of enterprise leaders see digital transformation as investing in new IT, while 32% see it as creating new customer experiences. The document also notes that as enterprises shift from physical to digital, customer data strategies are becoming more critical. Major business challenges cited include the shift to digital/online experiences, cyber security threats, and changing culture to be competitive.

1. Creating ‘ME’aningful Experiences
Accelerating the SHIFT
Seamless | Human Centric | Intelligent | Future Ready | Trusted & Safe

3. Panelists
Melissa O'Brien
Research Vice President,
HFS Research
Yogesh Bhardwaj
SVP – Growth and Pricing ,
Advance Auto Parts
Deviprasad Rambhatla
SVP & Vertical Head of Retail, Distribution and
Transportation
Wipro Ltd.

4. Inanutshell…
Those tapping in to HFS Research and Events…
Are located across over 100 countries, From the US and India to Australia and New Zealand
Are making the most of the HFS Premium content, with thousands signed up
Are tuning in to the live HFS webinars, with on average 700+ registrants a month
HFS Research: changing the face of the analyst
industry by combining knowledge with impact
Horses for Sources blog founded
HFS Research founded
2010
Subscribers to the blog, website and communications
120,000+
Annual Page views on the HFS network of sites
1,140,000+
Followers engaging with HFS on social media
42,000+
2007
“For me, as an executive, it’s a good investment of time, to
literally learn, in a small capsule, everything that I want to
learn.
Sandeep Dadlani, Chief Digital Officer, Mars
Awards
&
Accolades…

5. How does your enterprise leadership view “Digital”?
Q. Which of the following statements most closely resembles your
organizational leadership’s view on the 'Digital Transformation' strategy?
1%
13%
20%
32%
35%
We don't have a vision for
digital transformation
“It’s about CREATING NEW
REVENUE STREAMS”
“It’s about ALIGNING /
HARMONIZING BUSINESS…
“It’s about CREATING NEW
CUSTOMER EXPERIENCES”
“It’s about INVESTING IN "NEW
IT"
a) “It’s about INVESTING IN "NEW IT" (e.g., get
technologies deployed like mobile platform,
a cloud platform, infrastructure, etc.)
b) “It’s about CREATING NEW CUSTOMER
EXPERIENCES” (e.g., having the coolest use
of innovative new technologies like social,
mobile, interactive, etc.)
c) “It’s about CREATING NEW REVENUE
STREAMS” (e.g., commercial leverage of
digital channels, such as mobile, interactive
tech, social media, etc.)
d) “It’s about ALIGNING / HARMONIZING
BUSINESS OPERATIONS to customer
needs” (i.e., all organizational touchpoints,
processes, systems and technologies are
driven by the customer experience strategy,
from front office to back office)
e) “We don’t have a digital vision” Source: HFS Research, “Journey to the Digital OneOffice 2019”
Sample: n=395 Enterprise Digital Leaders

6. Customer data strategies become critical as enterprises shift from physical
to digital
When you look at today’s immediate business pressures, what are the major burning business challenges faced
by your company at the moment?
Hyper personalization/customization of products to customers
Combatting the presence of disruptive digital competitors
The shift toward digital/online virtual experiences away from
physical/face-face
Finding the right talent to be effective in our business environment
Cyber security threats
Emergence of new business models
Reskilling staff to keep our business moving forward
Changing our culture to be competitive in a changing business environment
10%
12%
11% 12%
14%
10%
10%
10%
18%
14%
10%
12%
16%
12%
24%
10%
6%
8%
6%
8%
2%
8%
8%
6%
6%
42%
38%
37%
33%
32%
28%
27%
24%
Source: HFS Research supported by KPMG, "State of Operations and Outsourcing” 2019
Sample: Global 2000 Enterprise Leaders = 355

7. Panelists
Melissa O'Brien
Research Vice President,
HFS Research
Yogesh Bhardwaj
SVP – Growth and Pricing ,
Advance Auto Parts
Deviprasad Rambhatla
SVP & Vertical Head of Retail, Distribution and
Transportation
Wipro Ltd.

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