[Webinar slides] A Holistic Approach to Digital Transformation

Underwri(enby: Presentedby:

#AIIMInforma(onIsYourMostImportantAsset–LearntheSkillstoManageIt

AHolis(cApproachtoDigitalTransforma(on

PresentedMarch16,2016

AHolis(cApproachtoDigitalTransforma(on

AnAIIMWebinardeliveredonMarch16,2016

Underwri(enby: Presentedby:

ConnieMooreSeniorVicePresidentofResearchDigitalClarityGroup

BilKhanDirectorSAPSolu6onExtensions,GlobalMarke6ngSAP

Host:TheresaResekDirectorAIIM

Today’sSpeakers

Underwri(enby: Presentedby:

ConnieMoore

SeniorVicePresidentofResearch

DigitalClarityGroupspeakingon

TransformtheBusinessfromInside-OutandOutside-In

IntroducingourFeaturedSpeaker

Underwri(enby: Presentedby:4

Abilitytostaycurrent?FearofgeFngitwrong...

Howtocapitalize?Opportunityorrisk?

Digitaldisrup(onissweepingacrosstheen(reeconomy

Underwri(enby: Presentedby:

Disrup(onputsthespotlightoncustomers

Underwri(enby: Presentedby:

Opera(onalexcellenceputsthespotlightonprocessesandinforma(on

Underwri(enby: Presentedby:

CxO

§  Seamlessexperiences§  Consistentchannels§  Newengagement

CEO§  Newbusinessmodels§  Outside-inprocesses§  Be(erinnovaRonapproaches§  Leveragedhumancapital§  Technologyinfusedproducts§  Renewedexcellence

ManyCEOswantmorethandigitaltransforma(on

Underwri(enby: Presentedby:

Customersdon’tknoworcareaboutprocesses

Underwri(enby: Presentedby:

InternalstaffoTendon’tknoworcareaboutcustomerissues

Underwri(enby: Presentedby:

Agreatexperiencedoesn’ttransformtheinside

Underwri(enby: Presentedby:

Agreatdigitalinsidedoesn’ttransformtheexperience

Underwri(enby: Presentedby:

Transforma(on=aseamless,customer-drivendigitaloutsideandinside

Underwri(enby: Presentedby:DRAFT:NOTFORDISTRIBUTION

13

SurveydecisionmakersInterviewdecisionmakers

Interviewserviceproviders

Conductround-tables

“PartnerYourWaytoSuccessinCustomerExperienceManagement”h(p://www.digitalclaritygroup.com/partner-success-in-cem/

Underwri(enby: Presentedby:

Limitedvisionandslowprogress(falsestarts)

High

IT’sCEMMaturity High

SuccessfulbusinessandmarkeRngledprojects

Strongpartnershipbetweenbusiness,ITandmarkeRng

SuccessfulITledprojects

Low

Business’CEM

Maturity

Customerexperiencemanagementmaturityvariesgreatly

Underwri(enby: Presentedby:

Low

High

IT’sCEMMaturity High

Business’CEM

Maturity

Maturityincustomerexperiencemanagementvariesgreatly

Limitedvisionandslowprogress(falsestarts)

SuccessfulbusinessandmarkeRngledprojects

Strongpartnershipbetweenbusiness,ITandmarkeRng

SuccessfulITledprojects

Underwri(enby: Presentedby:

Low

High

IT’sCEMMaturity High

Business’CEM

Maturity

Maturityincustomerexperiencemanagementvariesgreatly

MimicUnfocusedDistracted

Underwri(enby: Presentedby:

Low

High

IT’sCEMMaturity High

Manufacturer•  ChangesinCMOsandCIOs•  Falsestartsinprojects•  LowCECadopRon•  LowCECawareness

Business’CEM

Maturity

ThismanufacturerhadtroublegeXngstarted

Underwri(enby: Presentedby:

Business’CEM

Maturity

Low

High

IT’sCEMMaturity High

Focuson:•  Contentmanagement,CRM,

customerservice•  Changemgmt.•  Managedservice

ImmaturecompaniesneedbuildingblocksandsoTskills

Underwri(enby: Presentedby:

High

HighLow

SpeedyNimbleAgileVulnerable

Business’CEM

Maturity

IT’sCEMMaturity

SomehavehighbusinessbutlowITmaturity

Underwri(enby: Presentedby:

Low

High

IT’sCEMMaturity High

GlobalRetailer•  CECdrivenbynewexecsreporRng

todivisions•  Willingtotakerisks

Business’CEMMaturity

Thisretailerwasjuggling20-30projects

Underwri(enby: Presentedby:

Business’CX

Maturity

Low

High

IT’sCXMaturity High

Needhelp:•  IntegraRngpointsoluRons•  BuildingadatafoundaRon•  Beginningjourneymapping•  ImplemenRngcommerce•  Developingadigitalstrategy

Gazellesneeddatamanagementandintegra(onskillsets

Underwri(enby: Presentedby:

§  ExpectaRonshaveskyrocketed§  “Digitaljourneymustbeexpandedtopeople,processes,andcontent”

§  Senior-mostexecuRveisleadingthebusinesstransformaRon

Aconsumerelectronicsgiantfallsbehindandtriestocatchup

Underwri(enby: Presentedby:

High

HighLow

PowerfulFocusedStrongMethodicalPlodding

Business’CEM

Maturity

IT’sCEMMaturity

SomehavehighITbutlowbusinessmaturity

Underwri(enby: Presentedby:

Low

High

High

SMBManufacturer•  StrongCECleadershipfromCIO•  JusthiredtheirfirstVPof

MarkeRng

Business’CEM

Maturity

IT’sCEMMaturity

ThisCIOquiteeffec(velyledtransforma(on

Underwri(enby: Presentedby:

Business’CEM

Maturity

Low

High

IT’sCEMMaturity High

Focuson:•  Developingadigitalbusiness

strategy•  UpdaRngITsystems•  ElevaRngplansbeyondIT

Elephantsneedconsul(ng,systemsintegra(on,andbusinessinsight

Underwri(enby: Presentedby:

High

HighLow

Business’CEM

Maturity

IT’sCEMMaturity

PowerfulCollabora(veFierceHunters

Somecompaniesarefaraheadofthepack

Underwri(enby: Presentedby:

Afinancialservicescompanytacklesbusinesstransforma(on

Started2yearsagoon5yearplan•  CRM,customerplaform,mortgageplaform,WCM,

workflow,telephony•  datawarehouseatcore

“WeworklessdirectlywithparRcularvendors,andmorewiththeiraccreditedpartners”“Atseniorleadershipteam,it’sacollaboraRonofequals”

Underwri(enby: Presentedby:

Business’CX

Maturity

Low

High

IT’sCXMaturity High

Focuson:•  Strategy&businessmodels•  Transformingprocesses•  journeymapping,Omnichannel,

mobilecommerce,analyRcs

Lionsneednewthinking,strategies,andbusinessmodels

Underwri(enby: Presentedby:

CollaborateLead

ChangeTransform

CMO

CIO

CxO

Businesstransforma(onrequiresapartnership

Underwri(enby: Presentedby:

Tosucceed,focuson...

§  HonestlyassessingyourstarRngpoint

§  Createastrategybasedonwhereyouare

§  Getexternalhelp§  Developaroadmap§  Focusonleadership

Underwri(enby: Presentedby:31

Strategy

Underwri(enby: Presentedby:32

Connie Moore Senior Vice President, Research Digital Clarity Group [email protected]

TransformtheBusinessfromInside-outandOutside-in

Underwri(enby: Presentedby:

BilKhan

DirectorSAPSolu(onExtensions,GlobalMarke(ng

SAPspeakingon

Informa(onExcellencefortheDigitalEnterprise

IntroducingourSpeaker

©  2016 SAP SE or an SAP affiliate company. All rights reserved. 35

By 2020, information will be used to reinvent, digitalize or eliminate 80% of business processes and products from a decade earlier. Source: Forbes, Gartner Predicts Three Big Data Trends for Business Intelligence

Read more: Preemptive digital disruption - the key to relevance in the Digital Economy

©  2016 SAP SE or an SAP affiliate company. All rights reserved. 36 * Survey Source: Harvard Business Review

43% of business managers say complexity slows growth, impedes their ability to respond quickly to competitive threats, and interferes with effective decision making.2

49% of organizations who use scan and capture systems still operate in an ad-hoc manner1

1 AIIM research “A Holistic Approach to Digital Transformation, 2016

Barriers to Successful Digital Business

ERP

SRM

CRM

MRP

HR

WMS

CMS

ECM

EDW

CLM

DM

©  2016 SAP SE or an SAP affiliate company. All rights reserved. 37

Information Excellence for a Digital Enterprise Deliver trusted, complete, and actionable information

Migrate & Integrate

Data Retire Data &

Content

Paper to Digital

Applications

Systems

Devices

Improve and manage data quality

Create and manage master data

Associate and manage content

Manage information lifecycle

Integrate Content

Files

101010110110 011011001

1 1010 01010

10

0 1 1

011011 010

101 0110

1010 1010010100

1

01 0

11010 1001

1010 010110

1011100

101 1101

11011010100 0101100

01 1

010110 011 10

00101 01

Business Processes

Analytics

©  2016 SAP SE or an SAP affiliate company. All rights reserved. 38

How Can SAP Help You Achieve Information Excellence?

Drive digitized mission-critical business processes

Deliver personalized experiences and real-time communications in context for each interaction

Manage the total workforce lifecycle, from recruiting, onboarding, performance, compensation, and learning

Increased maintenance productivity and improved asset reliability and reduced outages

Leverage Business Network to achieve real-time collaboration with suppliers.

The Digital Core

Supplier Collaboration Business Networks

Omni-channel Customer

Experience

Assets and Internet of Things

Workforce Engagement

©  2016 SAP SE or an SAP affiliate company. All rights reserved. 39

To learn more

SAP.com/EIM/Content Management

SAP SCN/ECM

SAP Solution Explorer

Thank you Contact information:

Bil Khan [email protected]

@Bil_Khan https://www.linkedin.com/in/bilkhan

Underwri(enby: Presentedby:

AHolisRcApproachtoDigitalTransformaRon

DownloadthiswhitepaperforanoutlineofthepainpointsandapproachesyoucantaketowarddigitaltransformaRon.

DownloadNow!

Underwri(enby: Presentedby:

AIIMistheCommunityforInforma(onProfessionals

AIIMbelievesthatinforma(onisyourmostimportantasset.Learntheskillstomanageit.

OurmissionistoimproveorganizaRonal

performancebyempoweringacommunityofleaderscommi(edto

informaRon-driveninnovaRon.

Learnmoreatwww.aiim.org