Two Sides of the Transformation Coin:
Digital Outside and Digital Inside
SCOTT LIEWEHR, CEO (@sliewehr)
DIGITAL CLARITY GR...
@sliewehr | #NASSCOM_ILF
False dichotomy: (false dilemma)
occurs when an argument presents
two options and ignores, either
purposefully or out of i...
@sliewehr | #NASSCOM_ILF
78% of businesses focus their
digital transformation efforts on
either the front office or the
back office. Not both.
@sli...
Digital Outside vs. Digital Inside
@sliewehr | #NASSCOM_ILF
@sliewehr | #NASSCOM_ILF
Empowered consumers
of consumers say they have
switched business to a competitor
due to poor customer experience
89%
@sliewehr | #NASSCOM_ILF
Say they will pay a premium for great
customer experience
Source: Haaris Interactive survey of North American consumers, 2...
customer
@sliewehr | #NASSCOM_ILF
@sliewehr | #NASSCOM_ILF
Makes sense, right?
Of companies with “CX” initiatives:
 2.3% have improved
 69.2% remain the same
 28.5% have gotten WORSE
Source: Forrest...
@sliewehr | #NASSCOM_ILF@sliewehr | #NASSCOM_ILF
Source: James Chowning Davies’ “Toward a Theory of Revolution”, American Sociological Review, February 1962
J-Curve theory...
Customer’s Perceived Experience
– Customer’s Expected Experience
[the change in] Customer Satisfaction
@sliewehr | #NASSCO...
@sliewehr | #NASSCOM_ILF
60% of customer
dissatisfaction sources are
found in the back office
Source: Capgemini Consulting, 2013.
Digital agility should be the
desired result of digital
transformation
@sliewehr | #NASSCOM_ILF
Strategic inflections
Source: Based on Andy Grove, Only the Paranoid Survive, 1996
Status Quo
Strategic Inflection Point
N...
“Dissonance gap”
Source: Based on Andy Grove, Only the Paranoid Survive, 1996
Status Quo
New Paradigm
Dissonance Gap
Grove says strategic inflections can
come from anywhere: “new
technologies, new competition, new
regulations, new customer...
Time
Value
@sliewehr | #NASSCOM_ILF
Then
Time
Value
@sliewehr | #NASSCOM_ILF
Now
@sliewehr | #NASSCOM_ILF
Only 30% of executives feel their
operational processes can adapt
quickly to external changes.
Time
CustomerExperience
Quality
Improve today’s
experience
Transform the
organization
Sustain cultural
change
Customer-foc...
We should not be talking solely about
digital experiences; rather, digitally-
powered experiences, achieved
through digita...
@sliewehr | #NASSCOM_ILF
Digital Outside vs. Digital Inside
Scott Liewehr, CEO
sliewehr@digitalclaritygroup.com | @sliewehr
www.digitalclaritygroup.com
@just_clarity
of 28

NASSCOM ILF 2016: The Two Sides of the transformation coin: Digital Outside and Inside.

The Two Sides of the transformation coin: Digital Outside and Inside Scott Liewehr, CEO & Founder, Digital Clarity Group
Published on: Mar 3, 2016
Published in: Technology      
Source: www.slideshare.net


Transcripts - NASSCOM ILF 2016: The Two Sides of the transformation coin: Digital Outside and Inside.

  • 1. Two Sides of the Transformation Coin: Digital Outside and Digital Inside SCOTT LIEWEHR, CEO (@sliewehr) DIGITAL CLARITY GROUP
  • 2. @sliewehr | #NASSCOM_ILF
  • 3. False dichotomy: (false dilemma) occurs when an argument presents two options and ignores, either purposefully or out of ignorance, other alternatives. @sliewehr | #NASSCOM_ILF
  • 4. @sliewehr | #NASSCOM_ILF
  • 5. 78% of businesses focus their digital transformation efforts on either the front office or the back office. Not both. @sliewehr | #NASSCOM_ILF
  • 6. Digital Outside vs. Digital Inside @sliewehr | #NASSCOM_ILF
  • 7. @sliewehr | #NASSCOM_ILF Empowered consumers
  • 8. of consumers say they have switched business to a competitor due to poor customer experience 89% @sliewehr | #NASSCOM_ILF
  • 9. Say they will pay a premium for great customer experience Source: Haaris Interactive survey of North American consumers, 2011. Commissioned by RightNow.
  • 10. customer @sliewehr | #NASSCOM_ILF
  • 11. @sliewehr | #NASSCOM_ILF Makes sense, right?
  • 12. Of companies with “CX” initiatives:  2.3% have improved  69.2% remain the same  28.5% have gotten WORSE Source: Forrester’s CX Index of 299 brands between Q1 and Q3 2015
  • 13. @sliewehr | #NASSCOM_ILF@sliewehr | #NASSCOM_ILF
  • 14. Source: James Chowning Davies’ “Toward a Theory of Revolution”, American Sociological Review, February 1962 J-Curve theory of revolution
  • 15. Customer’s Perceived Experience – Customer’s Expected Experience [the change in] Customer Satisfaction @sliewehr | #NASSCOM_ILF
  • 16. @sliewehr | #NASSCOM_ILF
  • 17. 60% of customer dissatisfaction sources are found in the back office Source: Capgemini Consulting, 2013.
  • 18. Digital agility should be the desired result of digital transformation @sliewehr | #NASSCOM_ILF
  • 19. Strategic inflections Source: Based on Andy Grove, Only the Paranoid Survive, 1996 Status Quo Strategic Inflection Point New Paradigm Old Paradigm
  • 20. “Dissonance gap” Source: Based on Andy Grove, Only the Paranoid Survive, 1996 Status Quo New Paradigm Dissonance Gap
  • 21. Grove says strategic inflections can come from anywhere: “new technologies, new competition, new regulations, new customer values and habits,” – anything that has a significant impact on the business itself or the industry as a whole. @sliewehr | #NASSCOM_ILF
  • 22. Time Value @sliewehr | #NASSCOM_ILF Then
  • 23. Time Value @sliewehr | #NASSCOM_ILF Now
  • 24. @sliewehr | #NASSCOM_ILF Only 30% of executives feel their operational processes can adapt quickly to external changes.
  • 25. Time CustomerExperience Quality Improve today’s experience Transform the organization Sustain cultural change Customer-focused transformation @sliewehr | #NASSCOM_ILF
  • 26. We should not be talking solely about digital experiences; rather, digitally- powered experiences, achieved through digital agility. @sliewehr | #NASSCOM_ILF
  • 27. @sliewehr | #NASSCOM_ILF Digital Outside vs. Digital Inside
  • 28. Scott Liewehr, CEO sliewehr@digitalclaritygroup.com | @sliewehr www.digitalclaritygroup.com @just_clarity

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