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You’ll need to Know your customers inside and out. Customer centricity will take on a far more challenging meaning. And Defining the right path to success will involve some hard choices and trade-offs. Evolving your organisation requires a repositioning of your existing business whilst Creating and unleashing your growth engines. Accelerating the programme of change – to mitigate the risk of your competitors moving ahead – will be a necessity. And throughout the journey, you’ll need to Protect the value and reputation of your assets in what can be a high risk environment.

Know

  • Understand the key value shift dynamics in the digital economy.
  • Understand the rapidly-evolving digital customer (needs & desired outcomes).
  • Use digital to understand the customer’s decision-making process, consumption and profitability.
  • Embrace a total customer insight approach, which includes harnessing social and consumption data.

Define

  • Understand how value is created in the digital economy, in your value chain and ecosystem.
  • Formulate your vision, business strategy and overall strategy for your success in the digital age.
  • Redefine your business model accordingly.
  • Quantify the value potential.
  • Create a case for change.
  • Achieve alignment on the case for change.

Evolve

  • Align business processes and structures to deliver customer needs.
  • Respond to changing customer needs throughout the organisation.
  • Develop a digitally fit organisation across the organisation, from customer to supporting processes.
  • Measure delivery of customer outcomes.
  • Develop an ‘innovation inside’ culture.

Create

  • Create new proposition elements, propositions, business ideas.
  • Incubate and test new propositions in order to minimise operational and brand risk (prototyping, pilots, incubators, etc).
  • Create, launch, operate and measure these new units or entities (if that’s the chosen path).
  • Develop and execute an integration approach.

Accelerate

  • Implement your new business model.
  • Implement your new operating model (people, processes, structure, KPIs, systems, etc).
  • Consider the tax and legal implications of the changes.
  • Acquire and master the required IT capabilities to become a digital enterprise.
  • Adopt agile approaches to design, build and integrate enterprise-wide social, mobile and web solutions.

Protect

  • Define digital protection roles and responsibilities.
  • Equip relevant people with the full complement of cyber skills and insights to respond to the full range of digital threats.
  • Integrate digital risk protection throughout the organisation.
  • Build a 360° situational awareness of the latest trends, present and emerging threats in the digital landscape.
  • Understand how to build digital trust in your organisation.
  • Protect your organisation’s reputation through establishing the right approach to cyber security.
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