1. Leverage Customer Data to Deliver a
Personalized Digital Experience
facebook.com/perficient twitter.com/PRFT_Transformlinkedin.com/company/perficient
#PerficientDigital

2. 2#PerficientDigital
Perficient is a leading technology and
management consulting firm serving Global
2000 and enterprise clients throughout
North America.
We deliver digital experience, business optimization
and industry solutions that enable clients to improve
productivity and competitiveness, strengthen
relationships with customers, suppliers, and
partners, and reduce costs.
ABOUT PERFICIENT

3. 3#PerficientDigital
PERFICIENT PROFILE
Founded in 1997
Public, NASDAQ: PRFT
2014 revenue $456.7 million
Major market locations:
Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago, Cincinnati, Columbus, Dallas,
Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis, New
York City, Northern California, Oxford (UK), Southern California, St. Louis, Toronto
Global delivery centers in China and India
>2,600 colleagues
Dedicated solution practices
~90% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards

4. 4#PerficientDigital
PRESENTERS
Bill Busch
Enterprise Data Lead
Bill.busch@Perficient.com
@bigdata73

5. 5#PerficientDigital
DISCUSSION ITEMS
• Understand the role of analytics in a digital
transformation
• Understanding organizational maturity
• Recognize the different types of analytical
organizations
• Understand the benefits of creating an
analytics COE

6. Analytics & Digital Transformation

7. 7#PerficientDigital
THE NEW DIGITAL ENVIRONMENT HAS COMPLEX ELEMENTS

8. 8#PerficientDigital
KEY CXO-DRIVEN DIGITAL TRANSFORMATION INITIATIVES
1. Improve processes that expedite changes to digital
properties, i.e. website updates new mobile or social
platforms, etc. (80%)
2. Update website and eCommerce programs for a
mobile world (71%)
3. Integrate social, mobile, web, eCommerce, service
efforts and investments to deliver an integrated and
frictionless customer experience (70%)
4. Update customer-facing technology systems (66%)
5. Further research into customer digital touch points (63%)
6. Overhaul customer service to meet the expectations of
digital customers (46%)
– The 2014 State of Digital Transformation, The Altimeter Group

9. 9#PerficientDigital
DT INITIATIVES LEAD TO BIG QUESTIONS
1. Improve processes that expedite changes to digital
properties, i.e. website updates new mobile or social
platforms, etc. (80%)
2. Update website and ecommerce programs for a
mobile world (71%)
3. Integrate social, mobile, web, ecommerce, service efforts
and investments to deliver an integrated and frictionless
customer experience (70%)
4. Updating customer-facing technology systems (66%)
5. Further research into customer digital touch points (63%)
6. Overhaul customer service to meet the expectations of
digital customers (46%)
– The 2014 State of Digital Transformation, The Altimeter Group
Which processes and how do I improve?
Which programs do my customers desire to
have on their mobile device?
Which programs do my customers desire to
have on their mobile device?
What systems should I prioritize first?
What are my customers perceptions of their
interactions with our company?
What are my customers perceptions of their
interactions with our company?

10. 10#PerficientDigital
ANALYTICS ENABLES BETTER DT DECISION MAKING
 Understand Your Customers
 Prioritize DT Activities
 Predict Customer Actions
 Optimize Your Customer Experience
 Automate Analytical Decision Making

11. 11#PerficientDigital
BROAD-BASED ANALYTICS CAPABILITY IS REQUIRED FOR DT
 Prioritize DT activities
 Predict customer actions
 Optimize your
customer experience
 Understand your customers
 Automate optimal
decision-making

12. 12#PerficientDigital
ANALYTICS NECESSARY THROUGHOUT THE CUSTOMER JOURNEY

13. Analytics Maturity

14. 14#PerficientDigital
TRANSFORMING THE DATA ENVIRONMENT
Increase value
attainment and
business
enablement
Uncommitted
IT drives the initial forays into Big Data
and analytics with little business case
support
Engaged
Active analytics and data initiatives
with limited enterprise exposure
Dynamic
Business-aligned and driven analytics
across the enterprise
Differentiated
Analytics and data capability is used to
enable industry leadership
1
2
3
4
More in-depth review of analytics and digital
data management maturity is available in our
webinar Align Business Data & Analytics for
Digital Transformation. Visit Perficient.com to
watch the replay.

15. 15#PerficientDigital
ANALYTICS CoE – BUSINESS AND IT HAVE DIFFERENT ROLES
Drive utilization
within business
processes
Increase
Business
Enablement
Information
Technology
• Analytical skill development
• Business analytical best Practices
• Model management
• Enable users to more easily find
and access data
• Create analytical workbenches
• Automate model management
Example ActivitiesRole
Business Teams

16. 16#PerficientDigital
ANALYTIC CoE ORGANIZATION MODELS
Dispersed and
Un-Coordinated
Centralized Steering &
Virtual CoE
Steering
Committee
Standards
and Best
Practices
Centralized Steering & CoE
Steering
Committee
Standards
and Best
Practices
CoE
CoE
Steering
Committee
Centralized Steering &
Decentralized CoE
CoE CoE CoE
CoE

17. 17#PerficientDigital
PATHS TO PERVASIVE ANALYTICS
CoE
Steering
Committee
CoE
Steering
Committee
CoE
Steering
Committee
CoE CoE CoECoE
CoE
Steering
Committee
CoE CoE CoE

18. 18#PerficientDigital
• Stakeholder interviews
• Primary research
• Key customer journeys
• Maturity and opportunity
assessments
Capability
Insight
1
Future-State
Formulation
2
Road Map
and
Rollout
Planning
3
Execution and
Optimization
Develop actionable insights
that frame the current and
needed capabilities
Identify needed capabilities
and align to initiatives.
Highlight gaps in people,
governance and technology
Prioritize initiatives based on
effort and impact to guide
implementation
• Core initiatives definition and
scoping
• Future analytical state
• Required governance and
identify frameworks
• COE charter
• Road map and implementation plan
• Identification of quick wins vs.
long-term initiatives
• Investment and resource analysis
• Work stream planning
• Change management planning
HOW TO GET STARTED

19. 19#PerficientDigital
QUESTIONS?
Please submit your questions in
the chat box

20. 2020#PerficientDigital
FOLLOW US ONLINE
• Perficient.com/SocialMedia
• Facebook.com/Perficient
• Twitter.com/PRFT_Transform
• Blogs.perficient.com/digitaltransformation/
Registration Coming Soon…
APIs & Dev Ops Accelerate Digital Transformation
Thursday, Sept 17 | 1:00 PM CT

21. 21#PerficientDigital
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Perficient.com > Thought Leadership >
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DIGITAL
TRANSFORMATION
PART TWO: HOW CUSTOMER
EXPERIENCE DRIVES
DIGITAL TRANSFORMATION