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The Future Of Business Is Digital
1.
2.
The Future Of
Business Is Digital Martin Gill, VP & Principal Analyst May 12th, 2015
3.
Consumers & Small
Business Customers are fundamentally digital
4.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 4 Empowered customers have given rise to a new era Age of manufacturing Mass manufacturing makes industrial powerhouses successful • Ford • Boeing • GE • RCA Age of distribution Global connections and transportation systems make distribution key • Wal-Mart • Toyota • P&G • UPS Age of information Connected PCs and supply chains mean those that control information flow dominate • Amazon • Google • Comcast • Capital One Age of the customer Empowered buyers demand a new level of customer obsession • Macy’s • Salesforce.com • USAA • Amazon
5.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 5 Web use is mainstream
6.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 6 Source: January 29, 2014 “Introducing The Global Retail Segmentation”, Forrester report Forrester’s retail segmentation
7.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 7 Source: April 2014, “European Retail Segmentation: Emerging Patterns Of Multitouchpoint Shopping” Forrester report Europeans Embrace Multiple Touchpoints To Shop
8.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 8 Source: May 19, 2014, “The State Of Consumers And Technology: Benchmark 2013, Europe” Forrester report Device use is ubiquitous
9.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 9 Interested in connected technology grows
10.
We face a
wave of innovation.
11.
Complexity is the
new reality.
12.
Digital competitors thrive.
13.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 13
14.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 14
15.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 15 Digital competitors thrive No industry is immune
16.
Some brands are
born digital.
17.
Some achieve digital
mastery.
18.
While others have
had digital thrust upon them.
19.
You must become
a digital business.
20.
73%
21.
34%
22.
16%
23.
Digital businesses continuously
exploit digital technologies to both create new sources of value for customers and increase operational agility in service of customers.
24.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 24 Source: April 16, 2014 “Understand The Digital Business Landscape” Forrester report Master both sides of digital
25.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 25 DigitalCustomerExperience(DCX) Digital Operational Excellence (DOX) Source: September 10, 2014 “ Brief: Take The Digital Business Readiness Assessment”, Forrester report Digital mastery eludes most firms
26.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 26 DigitalCustomerExperience(DCX) Digital Operational Excellence (DOX) Source: September 10, 2014 “ Brief: Take The Digital Business Readiness Assessment”, Forrester report Don’t succumb to digital extinction Digital Dinosaur
27.
Don’t burry your
head in the sand.
28.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 28 DigitalCustomerExperience(DCX) Digital Operational Excellence (DOX) Source: September 10, 2014 “ Brief: Take The Digital Business Readiness Assessment”, Forrester report Drive digital efficiency and agility Digital Dinosaur Digital Connector
29.
KLM focuses on
making digital connections.
30.
Vail resorts gameifies
customer experience with it’s EpicMix app.
31.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 31 DigitalCustomerExperience(DCX) Digital Operational Excellence (DOX) Source: September 10, 2014 “ Brief: Take The Digital Business Readiness Assessment”, Forrester report Re-position yourself in the ecosystem Digital Dinosaur Digital Connector Digital Operator
32.
Rolls Royce leases
“propulsion hours” to airlines.
33.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 33 Digital Dinosaur Digital Connector Digital Operator Digital Master DigitalCustomerExperience(DCX) Digital Operational Excellence (DOX) Source: September 10, 2014 “ Brief: Take The Digital Business Readiness Assessment”, Forrester report Iterate and innovate to maintain mastery
34.
John Deere’s FarmSight
technology digitizes farming.
35.
Digital businesses are
networked.
36.
Expedia has generate
over $2bn in revenue from affiliate APIs.
37.
Walgreens extends its
digital customer experience.
38.
PG&E create an
innovation ecosystem.
39.
That apps like
Leafully can plug into.
40.
So what do
you do?
41.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 41 There are three paths to Digital Mastery
42.
43.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 43 Burberry’s iterates towards digital mastery
44.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 44 Businessstrategy Digitalstrategy Strategy
45.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 45 Businessstrategy Digitalstrategy Strategy Execution
46.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 46 Businessstrategy Digitalstrategy Culture Organization Technology Metrics Strategy Execution
47.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 47 Culture Foster a culture of digital innovation
48.
Volvo champions open
innovation.
49.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 49 Culture Organization Foster a culture of digital innovation Organize to deliver digitally enhanced experiences
50.
Digital centres of
excellence accelerate change.
51.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 51 Culture Organization Technology Foster a culture of digital innovation Organize to deliver digitally enhanced experiences Enable with technology
52.
Design thinking in
action at eBay Inc.
53.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 53 Culture Organization Technology Metrics Foster a culture of digital innovation Organize to deliver digitally enhanced experiences Enable with technology Underpin decisions with customer-centric metrics
54.
Virgin Media rewards
employees based on NPS scores.
55.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 55 The Digital Maturity Model Repair Elevate Optimize Differentiate Culture Organization Technology Measurement
56.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 56 Source: Digital Maturity Survey 2013 Digital masters are hard to find 0% 20% 40% 60% 80% 100% 120% Automotive Consumer products Financial services Health Technology Media and communications Retail and wholesale Telecommunications Travel Other Repair Elevate Optimize Differentiate Repair Elevate Optimize Differentiate
57.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 57 Source: Digital Maturity Survey 2013 Digital Maturity delivers results 0% 10% 20% 30% 40% 50% 60% 70% No impact We have not implemented a multi-touchpoint digital strategy Increased operating costs Increased employee morale Increased offline sales Increased call center volume Decreased operating costs Satisfaction or similar metrics Increased profitability Increased online sales What impact has the implementation of a multi-touchpoint digital strategy had on your company? Differentiate Repair
58.
Digital business transformation
is a journey, not a destination.
59.
Thank you forrester.com Martin Gill +44
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