Anjali, Salesforce, THE WAY FORWARD: CUSTOMER-CENTRIC DIGITAL TRANSFORMATION
- 1. The Way Forward: Customer-Centric Digital Transformation April 2018
- 2. It is the ‘Age of the Customer’ and the Customer is digital The consumer landscape has fundamentally changed 2
- 3. The world is changing very fast. Big will not beat small anymore. It will be the fast beating the slow. ” - Rupert Murdoch 3
- 4. Customer expectations are changing as people expect consistent, predictive, and personalized experiences 4 64% of consumers expect companies to respond and interact with them in real time 66% of consumers say they’re extremely or somewhat likely to switch brands if they feel like they’re treated like a number rather than an individual 75% of consumers strongly agree or agree they expect companies to provide a consistent experience across channels 74% of business buyers say sending personalized or exclusive offers and discounts has a major or moderate influence on their loyalty “State of the Connected Customer” Salesforce, July 2017
- 5. In this Fourth Industrial Revolution, the pace of change is accelerating Pew Research Center, surveys conducted 2000-2016 % of US adults who... 5
- 6. Today Tomorrow Results culture Outcomes and purpose culture Company led processes Customer led processes Centralized decision-making Empowered employees Mass market Personalized Single channel Unified commerce Reactionary Predictive … and with this change comes a huge shift in how companies create value 6
- 7. 75% of the S&P 500 will be obsolete by 2027 But to capture this value, companies must transform quickly, or risk irrelevance and collapse 52% of the F500 have gone bankrupt, been acquired, or no longer exist as a result of digital disruption since 2000 7 “Digital Transformation is Racing Ahead, and No Industry is Immune” Harvard Business Review, July 2017 “Operationalizing Digital Transformation” Harvard Business Review, June 2016
- 8. 63% of CEOs said they don’t have the skills they need to execute on digital transformation... … and 70% of companies fail at digital transformation Transformation is often an uphill, difficult climb 8 “Organizations Can’t Change if Leaders Can’t Change with Them” Harvard Business Review, October 2016 “2017 Digital IQ Survey” PwC May 2017
- 9. 9 But there is a path to successful transformation
- 10. To succeed, three things must come together to drive transformation and innovation New Business Models Technology / Digitization Customer Centricity 10
- 11. But it is leadership and culture that lays the foundation for success and true transformation New Business Models Technology / Digitization Customer Centricity Leadership and Culture 11
- 12. How? Creating a cultural foundation for customer-focused change is based in five critical elements Communication and Values 1 Creativity and Agility 2 Top Down Capabilities 4 Willingness to Re-Invent 5 Diversity of Thought 3 12 “Culture for a Digital Age” McKinsey Quarterly, July 2017 “Culture is the most significant self-reported barrier to digital effectiveness” - McKinsey Study, July 2017
- 13. Communication and Values 1 13 If you look after your staff, they’ll look after your customers. It’s that simple. ” - Sir Richard Branson
- 14. Creativity and Agility 2 14 If I had asked people what they wanted, they would have said faster horses. ” - Henry Ford
- 15. Diversity of Thought 3 15 ”When all think alike, then no one is thinking. - Walter Lippman
- 16. Top-Down Capabilities 4 16 ”You’ve got to start with the customer experience and work back toward the technology, not the other way around. - Steve Jobs
- 17. Willingness to Re-invent 5 17 Keep in mind that the landscape is always changing; you must always examine what’s working, evolve your ideas, and change the way you do things. ” - Marc Benioff
- 18. If you do tomorrow what you did today, you get tomorrow what you got today. ” - Benjamin Franklin 18