Customer Engagement with Digital Transformation

Question 1

What are the four beliefs that should be part of Digital Leaders

Answer 1

Digital Transformation Leaders should:

1. Embrace change and uncertainty
2. They want to be learning through trail and error - learning from failures / fail fast learn fast
3. Aligned with the purpose, continually aligned and changes to remain aligned with the purpose
4. Customers (internal and external) defines Value

Question 2

Describe traditional Focus vs. Modern world focus

Answer 2

Traditionally we focused on labor force efficiency vs. in the modern world we focus on maximizing options.

Nurture human potential to drive innovative potential.

Question 3

What are the 4 rules to follow for us to drive organizational culture towards innovation and inclusiveness?

Answer 3

1. Invite: Invite people to work with us on a shared vision. We’re really inviting people to work with us on a shared vision. We grow an open network of diverse voices with high transparency of people that like work with other, and have access to the information to come up with the most creative ideas.
2. Empower: Empower the teams, empower the individuals,
   remove barriers to the individual and the team creativity to come up with new solutions that are delighting our customers.
3. Experiment: Harnessing the scenario cycle we discussed earlier,
   and really increasing the time and space for learning within an organization.
4. Respond: Be responsive, shorten the time between ideas and actions, stay in tune with your customers as well as the employee network and adapt frequently.

Question 4

Why do many Digital Transformation projects fail

Answer 4

Lack of Shared Vision & people are too comfortable with the current status quo - hence to be able to create an organization that is willing and always striving to be learning.

Question 5

On Digital Transformation projects - where should every analysis start?

Answer 5

The Customer. Everything should start and end with how / what /where the customer interaction is affected, impacted or then enhanced. Even internal projects or process changes - are these affecting the customer…..?

Question 6

Over which channels/platforms are customers expecting to interact with the organization’s products / services

Answer 6

All of them
Internet / Web Chat
Social Media
Electronic Messaging
Smartphone apps
Voice

Question 7

What is the goal i.t.o How Close Do You Want To Get To The Customer?

Answer 7

The goal is to become so close to the customer than you can tell them WHAT they Want and When they Need it - anticipating their needs/wants and even be able to create/drive demand and Want for your products/services

Question 8

What are some of the KEY steps/practices in a Digital Transformation Journey

Answer 8

• Start with a clear focus and direction. What must the leadership team understand: What the current situation is, What are the threats, and What are the Opportunities. (SWOT)
• Based on that orientation then, clear direction and objectives need to be developed. Establish a new perspective with a clear vision and mission to drive the meaningful change.
• Define the purpose of the digital transformation that allows to align the stakeholders around this new vision and create a joint roadmap.
• The people aspect is critical for the success,
  both understanding your customers’ values,
  their expectation and behaviors, as well as your internal challenges and opportunities.
• Leverage the change accelerators within
  your organizations across levels and company functions.
• Have a look at your processes. Assess operational infrastructure and update for the new goals that technologies, processes, and policies are required,
  and adjust your structure when necessary.
• It helps to form a dedicated digital transformation team that has a clearly defined role, responsibilities, objectives, and accountabilities to make it happen.
• Ensure you gather the data and apply the insights towards the strategy for a digital transformation and create a learning organization.
• Technology is so important, so reevaluate both your front and backend systems, as well as for collaboration infrastructure for a seamless, integrated, customer and employee experience.
• Don’t drop your ball in the execution. It’s important to implement, learn and adapt to steer the ongoing digital transformation and the customer engagement

Question 9

What are some of the Key Questions a Leadership team should be asking when embarking on Digital?

Answer 9

• How do we quickly understand issues and adapt along the way?
• Who is our niche, our community and why?
• How do we deliver a customer experience that reflects our values?
• How do we create an ecosystem for partners?
• What are our requirements for digital operating model?
• And what kind of services do our customers really want or expect?

Question 10

What are the 5 criteria for a digital vision

Answer 10

1. is memorable,
2. personable,
3. concise,
4. customer-focused,
5. ambitious, yet attainable

Question 11

What are the steps for a learning Organization?

Answer 11

Customers/Stakeholders define VALUE:
1. Gather information -> 2. Reassess ->Deliver
When Reassessing - Realign by constantly measuring against Defined value
(**Deliver - NB, consider MVP/minimal viable product - small iterations, often)