Showing posts from March, 2017

How Change Management can Support Digital Transformation

When I meet with clients or colleagues I like to ask them for their definition of digital transformation. It varies widely from department to department and leadership to rank and file. The definition I share with them is "comprehensively changing business processes and or experience journeys by integrating digital technologies, processes changes and people skills, with the intent to create competitive advantages and accelerate profitable growth."
Comprehensively is the key work. The online definition of comprehensive, "in a way that includes or deals with all or nearly all elements or aspects of something." So digital transformation is about big change across a process, line of business, division or company.
Digitization is about automating processes. Applying technology to do things faster, smarter and with a higher quality than humans can do. This is more limited execution versus a transformational effort.
Another angle of digital is application modernization, whic…

How to Match Digital Experience Tactics to User Scenarios

Experience is not a one size fits all solution. Though today most conversations are around a generic bucket of experience tactics being delivered to a universe of prospects, customers, partners and employees. The reality though is that this universe is made up of many different sets of experience expectations. If we want more satisfied customers, increased loyalty, a lower cost to serve, more engaged employees and ultimately an increase in net promoter score, then we need to think differently.

What is needed are different iterations of experience based on user scenarios. I use the term scenario instead of segment because experiences are dynamic, ever changing like scenes of life. Segments are static slivers in time.
Here are some vastly different user scenarios. A 38 year old "technology social" woman who likes to shop high-end brands is traveling alone to work by train, using her tablet to discuss the latest style of dress shoes with her community. A 23 year old "techn…

Digital Marketing Stack: Half or Full?

The digital marketing technology stack is like a stack of pancakes. Too little and you might not be satisfied. Too much and you have buyer's remorse. How do you get it just right?

What is the digital marketing technology stack? The answer will differ depending on who you ask. Some will define it as marketing automation, a digital marketing hub, sales automation, content management, ecommerce or some combination of each. The digital marketing stack is a subset of the marketing technology stack.
The digital marketing hub (DMH) is defined by Gartner's as, provides marketers and applications with standardized access to audience data, content, workflow triggers and operational analytics to automate execution and optimization of multi-channel campaigns, conversations, experiences and data collection across online and offline channels. DMHs are focused on the top of the funnel.
"Advanced" digital businesses though are looking to manage and optimize the entire customer journ…

Digital Architecture to User Experience

The high-level goal of the digital architecture is to provide an exceptional experience. This in turn supports conversions, satisfaction, loyalty, repeat purchases and referrals. The winning business is the one who has the most exceptional experience at the right place, the right time with the most relevant message.
Defining and developing a digital architecture creates a lot of questions because most businesses have a different view of what it means to be digital. There is the enterprise definition, the line of business definition, the functional definition and the technology definition. Seems complex but if you ask enough of the right questions from all the stakeholders you can define a digital architecture vision that supports multiple digital strategies and operating models.
So who does this? It takes a technically savvy Digital Officer or a business savvy Digital Architect. In my previous article Digital Delivery: Closing the Business-IT Gap, I talked about understanding all digita…

The Value of "Earned"​ in the Digital Media Engine

Earned; the 3rd gear in the digital media machine. It is the least understood though offers the greatest value. Earned media has shown to provide the highest impact on conversion rate of any digital media. It is the "seal of approval."

Earned media like the name implies is "free." You can't buy it directly. How do you earn it? Provide a compelling description of the product or service. Meet or exceed buyer expectations. Or provide an exceptional service experience. Each of these strategies will resonate differently with prospects, customers and category watchers.
What kinds of actions can you earn: likes, reposts, retweets, shares, mentions, ratings, comments, replies, link saves, endorsements, subscribers, followers, pick-ups, recommendations, testimonials, reviews, and pick-ups. Effectively this is user generated content (UGC), which carries higher credibility within a network or community than company generated marketing material.
These earned actions can signa…

Digital Delivery: Closing the Business-IT Gap

There are lots of really good ideas in the digital space from omni-channel experiences to legacy modernization, xTech start-ups and mobile first. No shortage of ideas that are pitched and funded. At the same time there is a wide dispersion of companies on the digital maturity curve. Not for lack of funding, but for lack of execution.

According to PwC's Global Digital IQ Survey, more than 50% of executives say their businesses are not focused on executing their strategies, and few are able to bring their digital ideas to market in line with their vision.

In my experience there are two reasons. The lack of an enterprise view of all digital activities within an organization, and a lack of focus on developing robust use cases.

The majority of technology investments today fall outside of IT. Lines of business and and functional areas are stating their needs and owning their own IT budgets. This creates a gap with what is happening with the IT architecture.

Excelling at digital delivery …