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Index
Introduction
Be Transformative Build a digital Business Ecosystem Obsession with Customers Transformation requires Being Focused Transformation won’t be easy. In fact, it will be hard! What is the return on the investment in the stunning? What is at stake? Focus your changes on engagement and not technology Your journey to change and transformation
People
Transformational leadership is needed and it is needed now Is it about checking the box called training or is about learning? Do you have a talented user experience team? “Without courage, compassion falters. Without compassion, courage has no direction.” ~ Eric Greitens As a leader, what should you stop doing today? Here is a good list How great leaders inspire action Are we denying the facts? Employee Engagement Make employee engagement a key metric
Customer Experience Focus and Obsession
Why being obsessed and focused improves transformation Our customers are empowered and we can’t control that Why Customer Experiences should be intentional Why should I invest in improving the Customer experience at my company? Define relevance by how relevant the experience is Your passion for your mission and your customers can turn you into a hero Get ready for a new generation of customers Widen your view from generations to connected customers Now is the time to make different decisions Is the connected customer distracted or engaged? How important is the moment where a customer decides to engage? How do your company moments of truth look? Stunning experiences will lead the way to meaningful customer engagement Improving the customer experience so as to never fear it being shared Is customer experience an art or science? Do lapsed donors see themselves that way? Customer engagement is not about voodoo Are we witnessing the “last breath” of the customer sales funnel? Meet the new company customer How text analytics can shape Voice of the Customer programs In the age of communities, how important is our company brand? Who let the air out of the balloon? Is your marketing strategy as a non-profit one about tote bags?
Digital Business
Why Executives should care about Master Data Management (MDM) Unifying Online & Offline Customer Data for a Consistent Experience This is an ecosystem built for data, insight and action What data should we collect The value of offline data Understanding the customer Unifying the data Unifying the experience for the customer Doing something about the data, insight and customer experience gaps Creating a customer value framework Do you need a multi-channel messaging strategy? An “Omni-Channel” approach United Way of Greater Atlanta and 2-1-1 – Call, Click, Connect Connecting the Goodwill mission with an amazing web experience Do you suffer from Social Media FOMO? Act like you are a global company
Goals, Strategies, Planning and Execution
Approach (Strategy, People, Process, Technology) Goals are lagging indicators Create SMART goals before developing strategy SMART goals are specific SMART transformation goals are measurable SMART goals are attainable SMART digital goals are relevant SMART transformation goals are time-bound Strategy (Leading Indicators) Scoreboard and Dashboards Accountability Project questions to start with
Process
Using an Agile delivery How to innovate for mission relevance and financial growth Do you have an innovators heart for your company mission? Where is the sense of urgency How do you combine technologies to innovate? Is the percent of revenue devoted to R&D indicative of innovation? Ask Apple.
Technology
Technology won’t save you How You Think About Big Data For Cyber Security–And What You’re Doing About It–May Not Agree A Strategic Approach to Digital Disruption: Cyber Security is a key component for successful digital transformation Stolen emails reveal lapses in Sony security practices. Is your company safe? Cyber security breach turns into cyber litigation Cybersecurity a major concern in C-suites after Sony hack. Are you ready? The anywhere office Breaking Down the Net Neutrality Debate Where’s the walls now to your office? Not so clear anymore … is it? How did being on-line change things for you as a digital executive so far this year? Who are the biggest bandwidth hogs? Computers are learning to be our assistants How secure is Cloud computing?
Final Thoughts
Your journey to change and transformation Investments need to be made It is a lot more than saying “We Need to Change”
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