Holistic Approach to Digital Transformation

Customer Touchpoints

  • In Store
  • Online
  • Telephone
  • Mobile
  • Social Media
  • Television

Business Model

  • Marketing
  • Sales
  • Customer Service

Operating Model

  • People
  • Process
  • Organisation
  • Metrics & Rewards

Digital & Technology Capabilities

  • Business Architecture
  • Information Architecture
  • Integration Architecture
  • Technology Architecture

Success KPIs

  • Financial KPIs
  • Customer KPIs
  • People KPIs
  • Operational KPIs

Solid Design Thinking Methodology

Empathy

Ideation

Experimentation