Tiffany St James from Transmute talks Digital Transformation

DIGITAL TRANSFORMATION IMPROVEMENTS TO

YOUR BOTTOM LINE

Tiffany St James @tiffanystjames @wetransmute

5 DIALS OF TRANSFORMATION

Vision Strategy

Business Model

Product

Operations

People

Customer Experience

Culture

The Big 5 all Management Consultancies agree on

#1 TRANSFORM YOUR BUSINESS MODEL

Digital Modified Business, New Businesses, Globalisation

#2 TRANSFORM YOUR PRODUCT

Digital Modified Products, New Products

#3 TRANSFORM OPERATIONAL PROCESSES

Process Digitisation, Performance Management

#4 TRANSFORM YOUR PEOPLE

Talent DNA, Capability Mapping, Workforce Experience

#5 TRANSFORM CUSTOMER EXPERIENCE

Customer Understanding, Channel Shift, Experience Evolution

6 BUSINESS USES OF

SOCIAL MEDIA

What social can deliver for the business

Current KPIs

Digital Strategy

Business Objectives

• Benchmark • Best Practice

• What works

• Current social footprint

Your Business Competition

Similar Industry

Other Industries

What social CAN deliver for the

business?

What social IS delivering for you,

for your competitors, and industry?

What people and tech capabilities

DO you have?

THE STRATEGIC PLANNING PROCESS

HR

Lower attrition rates and cost per hire, evidence based digital capability mapping

PR (AND SOCIAL MEDIA MARKETING)

Engaging shareable campaign content of use or pleasure by customers

DIRECT SALES

Source: Shopify: 3 ecommerce trends you need to know 2015

CUSTOMER SERVICE

BT has lowered the cost of its customer service operations by £2m a year.

BUSINESS INTELLIGENCE

Topic Analysis

Volume of posts Proportion of posts

Topic analysis through Natural Language Processing Tools

INTERNAL COMMS

Employee collaboration digital and social spaces and tools, authentic employee-led content

@wetransmute http://wetransmute.com