How Digital Transformation Is Driving
Customer Experience

 

Digitally-savvy Customers Expect 更多的

According to global market intelligence firm 国际数据公司(IDC)在数字转型技术上的全球支出达到了 $1.3万亿年 in 2017; forecasted to surpass $2.1万亿年 by 2021. 为什么这么多? #DigitalTransformation is fundamentally enabling businesses to get closer to their customers 和 thereby accelerating achievement of their mission through innovative, digital solutions.

“走出那些在数字化转型过程中忽视工作文化的公司, only 17% saw improved financial performance. But, 90% of companies that did focus on digital culture saw incredible financial performance. Additionally, 80% of companies that prioritized digital culture sustained breakthrough performance.”

- Boston Consulting Group (2018)

Given the scale 和 imperative of these 技术 investments – along with the 劳动力 responsible for evaluating 和 deploying these modernization solutions – leading executives no longer view IT as a ‘cost of doing business.对技术和技术专业人士的投资现在被视为 转型 assets that enable these organizational leaders to reimagine 和 redefine their business value, 同时改善了客户体验与增强 data analysis, 和 data-led change.

There is broad consensus that #DigitalTransformation 不仅仅是增强你的技术平台. 各组织正在制定数字商业战略,其中包括 modernizing the culture, redefining operating models, 创新产品和服务策略,最终, developing 和 honing modern skills 必须在一个高度颠覆性的环境中服务于今天精通数字的客户, 技术-centric marketplace.

从哪里开始? 探索欧博游戏网址的欧博游戏框架,以实现成功的数字化转型.

查看数字转型欧博游戏框架›

 

What Is Digital Transformation?

Investments in 技术 – 和 技术 professionals – are now recognized as 转型 assets that enable organizational leaders to reimagine 和 redefine their business value, 同时通过增强的数据分析改善客户体验, 和 data-led change.


凯特高盛, at the London Learning Innovation Event, on why Digital Transformation is not a Hashtag.

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敏捷是数字化转型的关键推动者

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Data Behind The Data

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Supporting Digital Transformation

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为什么你的数字化转型需要一个数字化商业战略

The purpose of a Digital Business Strategy is not to simply define the application of emerging technologies. 相反, its purpose is to architect a revolutionary, data-driven design for improving the customer experience 和 mitigating disruptive threats to the enterprise. Aside from Amazon, 谷歌, Uber 和 other known digital leaders, traditional companies are also successfully executing digital business strategies to reinvent themselves to remain relevant in this evolving digital economy –

  • Kaiser Permanente目前,他们的1亿名患者中有52%是虚拟的.
  • 美国国际集团: Implemented machine learning resulting in automation of >140,000 help desk tickets.
  • 家得宝(首页 Depot): Created a digital retail channel; 7% increase in revenues without any new brick-n-mortar store openings.
  • GE: Integrated sensors in traditional products, 现在正在为客户生成非常有益的数据, 和 profits for GE; $6B in business line revenue, 20% growth from the prior year.
  • Everything But The House: 就连“小型企业”也在数字化转型. This Ohio based auction company moved their estate auctions online 和 grew from $8M to $70M in less than 4-years.
  • Other Disruptive Companies: Check out these digital trailblazers – Disrupt100.

 

 

of c-suite executives expect digital to drive significant change or complete transformation in their industries.

-《欧博游戏》,埃森哲(2018)

These 倡议s are not isolated. According to Riverbed – a Gartner 2018 Magic Quadrant Leader – 77% of global decision-makers believe their businesses must actively invest in improving digital experiences in the coming years. 类似的, according to 国际数据公司(IDC), 领先的高管们预测到2020年, 47% of revenues will be influenced by their #DigitalTransformation 努力.

这些用例和预测强烈地验证了培养 # DigitalCulture 跨越多个部门和多个团队, 在整个领导层发展垂直对齐的同时. According to most reports, #DigitalTransformation 倡议s are most likely to fail when established organizations fail to assimilate to a # DigitalCulture,考虑到遗留操作模型中这种转换工作的复杂性.

 

 

5个主要阶段 for Fostering a Digital Culture

文化是组织的潜流. It provides the freedom to high-performing employees to make decisions confidently that help advance organizational strategy. Modernizing an organization’s culture to a # DigitalCulture 在组织开发敏捷性的过程中是否产生了深刻的结果, 吸引人才, increase employee engagement, 和 deliver improved user experiences; faster. A # DigitalCulture 将补充, 增加, 或者通过强调客户体验来重塑现有的企业文化, digitized operating models, 和 an optimized 劳动力.

Implement a Digital Business Strategy

Similar to other strategic plans, the key to a Digital Business Strategy is to empower your employees 和 the marketplace with a clear 和 thorough plan for delivering quantifiable business results – exp和ed value creation, improved customer experience, 和 a workplace that attracts key talent. 最低限度, 数字商业战略必须包括组织领导的细节, 员工的能力和期望, redefining customer engagement, tools 和 技术 modernization, 以及一个正式的沟通和变更管理框架. 这一关键阶段将有助于建立变革的远景.

Engage the Entire Organization

Jeff Bezos, CEO, Amazon, discussing #DigitalTransformation 说, “在当今动荡的时代,除了重新发明,别无他法. The only sustainable advantage you can have over others is agility; that’s it. Because nothing else is sustainable, everything else you create, somebody else will replicate.” 整个组织必须朝着同一个方向努力, 以同样的节奏和热情去创造和维持一个 # DigitalCulture 能够提供符合要求的产品和服务, 和 constantly evolving, expectations of today’s consumers.

Target Specific Improvements & Technology Upgrades

Wholesale changes to an organization will inevitably fail given the reluctance to change within a culture 和 the confusion that a transformation of this magnitude will unveil. 一旦数字化商业战略正式确立, 团队对其执行负责, select some key priorities that align with the Digital Business Strategy that will yield quick wins to further reinforce adoption 和 engagement. 同时,评估现有技术和新兴技术 网络工具、移动解决方案、大数据分析、区块链、人工智能平台 -加强及加速电子化运作模式.

Proactively Address Resistance

#DigitalTransformation 倡议s are journeys that will force several culturally-sensitive decisions about existing departments, 技术, 和人民. Proactively addressing these concerns 和 decisions are essential for a successful implementation. Contracting with coaches 和 转型 experts to support key employees 和 early adopters will help an organization more seamlessly navigate through the challenging implementation 努力. 教练将帮助保持对转变结果的关注, mitigate the common emotional responses, 并在团队最需要的时候给予他们信心.

Implement a Learning Culture

数字素养是创建有效和可持续的 # DigitalCulture. The Digital Business Strategy should clearly define how employees 和 leadership will continually cultivate digital literacy as part of an ongoing learning culture – 在工作中提供不断学习的机会, 通过导师, 在课堂上或通过数字学习资产. 创造数字素养将使员工能够进行分析性思考, 有目的地, 和 confidently during the transitions from an existing operating model to a modern model that more effectively serves digitally-savvy consumers.

 

8个关键领域 of Technology-Enabled Digital Transformation

#DigitalTransformation is a business 倡议 that seeks to enhance end-user experiences with modern technologies, tools 和 operating models. 大多数组织都采用了几种技术策略, depending upon the desired business outcome, or expected customer experience. 欧博游戏 International已经确定了一些典型的技术, 和它的目的, 与 #DigitalTransformation 努力.

  1. Web Technologies -用于web开发和改进用户界面的基本工具.
  1. Artificial Intelligence -执行通常需要人工干预的任务的计算机系统, such as audio or visual recognition, 决策, 和 language translation.
  1. Machine Learning – Machine learning is an element of artificial intelligence that employs statistical techniques that allows computers to dynamically learn from data, without the requirement of programming.
  1. 聊天机器人 -模拟在互联网上与客户对话的计算机程序, or via phone conversations.
  1. Internet of Things -嵌入在普通消费品(汽车)中的联网设备, 电子和家用电器-通过传感器发送和接收数据.
  1. Cloud (SaaS) Migration -统一硬件费用的常用策略, 提高操作性能和简化管理, 同时交付改进的功能和用户体验.
  1. 大数据 & 分析 – Resulting from a desire to overhaul 和 improve data analysis from existing business intelligence, CRM, social media channels, 和 other customer data sources.
  1. 网络安全 & 区块链 – Building 和 maintaining customer confidence is critical in a #DigitalTransformation. Implementing a modern security architecture, 和 the use of capabilities such as blockchain enable improved information-sharing within modern businesses.

 

 

 

 

 

 

 

Digital Transformation is a Business Initiative to Serve Today’s Digitally-Savvy Customers Within a Highly Disruptive, Technology-Centric Marketplace

探索欧博游戏网址的交互式#DigitalTransformation欧博游戏框架如下:

 

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Featured 欧博游戏网址 in support of #DigitalTransformation

We encourage you to browse this curated selection of content below to help you on your digital transformation journey.

第一周: Setting the Stage for Transformation Success

Digital Transformation 欧博游戏 Framework

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解密数据科学:知情的组织决策

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Let's talk Digital Transformation
with Chris Brady

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Let's talk Digital Transformation
与本风筝

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数字化转型,索伦领导下的nytt....埃勒?

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服务管理如何支持数字化转型?

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数字化转型:客户视角

观看视频;

Defining the Data Puzzle: 数据科学 vs. 大数据与. 数据分析 & 更多的

读博客;

2周: Program Success Stories

通过AWS迁移推动数字化转型

Read Case Study ›

Transforming a State's Digital Presence

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敏捷是数字化转型的关键推动者

Watch On-Dem和 Webinar ›

管理数字转型的复杂性

大数据视图 & 数据科学 学习路径 ›

Make the Cloud Work Harder for Your Business

View Cloud 学习路径 ›

第三周: 指导学习 & 中小企业的建议

Digital Transformation 欧博游戏 Framework

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解密数据科学:知情的组织决策

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管理数字转型的复杂性

大数据视图 & 数据科学 学习路径 ›

Make the Cloud Work Harder for Your Business

View Cloud 学习路径 ›

敏捷是数字化转型的关键推动者

Watch On-Dem和 Webinar ›

数据伦理:隐私是一项基本人权吗?

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Success with Azure Role-Based 认证

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4周: 提高知识、技能和能力的行动计划(KSAs)

The Importance of People 和 Culture

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8 Key Technical Areas of Digital Disruption

视图Prezi;

Unlock Your Data’s Value with Tableau

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在欧博游戏前/欧博游戏中/欧博游戏后定制您的员工发展计划

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直接参与#数字化转型,彻底改变#客户体验?

Contact 欧博游戏 – a global leader in supporting organizations to gain the right skills, for the right people for any phase of #DigitalTransformation 倡议. We’ll get you in touch with our team of expert Digital consultants who are qualified to listen, learn 和 support your 劳动力 development needs as a critical component of your transformation 倡议.

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