Digital Transformation Book of Dreams v1

Digital Business Transformation Patterns for a Mobile-First, Cloud-First World

A Digital Advisory Team Production

The Digital Transformation“Book of Dreams”

2

Transform your products

Engage your customers

Optimize your operations

Empower your

employees

Digital Transformation

“At Microsoft, we’re proud to partner with and empower all our customers around the world with the leading technology to seize the vast opportunities ahead.”– Satya Nadella

Reinvent productivity& business processes

Build the intelligentcloud platform

Create morepersonal computing

Contents• Vision: Imagine if…• Business Drivers• Customer Experience Journey• Capability Map• Scenarios

– Engage Your Customers– Empower Your Employees– Optimize Your Operations– Transform Your Products

• Additional Resources

For each scenario:• Scenario Chain• Scenario Narrative• Scenario Storyboard• Tech Storyboard• Business Dependency Network

(BDN)• Value Touch Points• Value Realization Scorecard• Customer Story• Transformation Roadmap

Imagine if……you could enable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime.…if your employees could efficiently collaborate to meet rapidly changing customer needs and desires.…you could broadly share information throughout the business, manage resources with agility, and better coordinate processes.…you could use many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.

Vision for Digital TransformationImagine if you could…

Keep up with your fast-moving customers, efficiently collaborating to anticipate and meet customer demands.

Increase the flow of information across your entire business operations, better manage your resources, and keep your business processes synchronized across all boundaries.

Expand the reach of your business using digital channels, anticipate customer needs, understand how your products are used, and quickly develop and improve products and services.

Deliver personalized, rich, connected experiences in journeys your customers choose.

Engage Your Customers

Empower Your Employees

Optimize Your Operations

Transform Your Products

Business Drivers for Digital Transformation

Focus Areas for Key ExecutivesBusiness Drivers Business Benefits

Improved marketing andsales effectiveness

Increased market share

Improved perceived services

Improved speed to market

Increase sales, customer acquisition, retention, and

satisfaction

Better predict potential buyer and new product outcomes

Increase design and engineering productivity

Identify and implement manufacturing efficiencies

Improve production output and quality

Increasing customer demand for personalized experiences

Increased disruption from use of new business models

Faster pace of customer and market change

Increasing pressure to deliver more value at a lower cost

Increasing pressure to manage complex supply chain Reduction in operating costs

Digital Transformation Capability Model

Engage Your Customers Optimize Your OperationsEmpower Your Employees Transform Your Products

Research and ideation

Product development

Product Launch

Data-driven supply chain and logistics

Digital equipment management

Intelligent process and quality control

Digital talent management and development

Employee mobility

Productivity and collaboration

Tech-enabled employee engagement

Digital advertising and CLM

Customer data management and analytics

Online and mobile commerce

Tech-enabled stores

Omni-channel experience delivery

Digitized front line and back office operations

Customer service automation

Capability MapProvide Strategy

& DirectionMarket & Sell Products

& ServicesDevelop Products

& ServicesManage the Total

Supply ChainProvide Customer

ServiceDevelop, Deploy, and Deliver the Customer

Experience

Collaborate with Customers to Design/Build Products

Analyze Service Issues and Implement Process

ImprovementsMeasure and Report

Service and product Quality Delivery Performance

Assess Customer Satisfaction and Report Net

Promoter Score

Proactively Assure Product Satisfaction (Save Sales)

Communicate with Customers via any

communication channel

Forecast Finished Goods and

Raw MaterialsPlan Materials and

Production Demand and Capacity

Acquire Materials, Services,and Products

Develop and Operate and/or Acquire Manufacturing

Capacity

Optimize Supply Chain Performance

Assure Product and Service Quality

Provide On-Site Assembly and Configuration

Gather and analyze data to Identify Markets, Segment Customers, and Leverage

the Customer Base

Communicate the Brand

Continually Adapt Product Packaging and Pricing

Target Markets, Customers, and Segments and Execute

Plans for Attraction, Acquisition, and Conversion

Continually Assess Viability and Strategic Fit and Adapt the Development Portfolio

Manage the Full Product Service Life Cycle

Design and Prototype New Products

Pilot New Products and Product Refinements

Continually Improve Production Capacity and

PerformanceManage Iterative

Release/Certification Processes

Focus the CustomerValue Proposition

Collect, communicate, and Understand the Customer, Market, Competitive andRegulatory Environment

Understand Customer Needs and Map to Strategic

Direction

Communicate and Manage to Goals and Measures

Develop and Direct Risk Mitigation and Management

Develop and Direct Lean/Continuous

Improvement

Eco System

Internal organization Distribution channelsSuppliers Partners API interfaces

Include in company strategy as 2 ways

(consume and expose)Include API into the product and service development

considerations

Explore opportunities

Measure value

Leverage a partnership eco-system

Drive towards agile business strategy and

business model Develop partner eco-

system strategy

Define the key topics (e.g. open innovations)

Identify key strategies with clients

Define the boundaries

Agree on the reward and benefit sharing

Measure value

Agree on the omni-channel framework

Define updated KPI

Develop the integrated chain

Measure value

Agree on the business objectives and respective

contributions

Define the development models and benefit sharing

Update the operational framework and objectives

(interfaces)

Refresh the supplier landscape

Measure value

Include consumer interactions

Structure the organization to include the new

approach

Assess organization culture and implement

management of change

Assess skill and address gaps

Update KPI, department and individual objectives to

drive changeEnsure continuity and coexistence of the two

models

9

Include consumers interactions

Digital Transformation Approach

Engage Your

Customers

Empower Your

Employees

Optimize Your

Operations

Transform Your

Products


Digital Transformation Book of Dreams

Imagine if…

…you could enable customers to connect with your business in ways that they choose, and deliver personalized experiences anywhere, anytime.

Pre-Purchase• Learning of products and store• Researching product online• Talking to sales associates at store• Use smartphone while at store to learn

more

Purchase• Ordering online• Purchasing product in store• Arranging payment• Tracking shipment

Post-Purchase• Receiving customer service • Resolving problems anywhere • Providing ideas to store and manufacturers• Sharing experience with others

Customer Experience Journey Map

Digital Hotspots

?

Learn of storeand products

Browse productson portal

Review product ratings

Make purchase

Visit store topick up item

Shop at store

Receive personalizedassistance

At store, use phoneto find more info Quickly checkout

Leave with item, pick upelsewhere, or ship

Encounter problem

Contact customerService

Resolve problem atstore or online

Receive custom offers

Discuss satisfaction

Give feedback to retailer and manufacturers

Consider nextproducts to buy

Pre-Purchase• Digital presence for products and store

awareness• Omni channel purchase• Multi channel distribution and interactivity

Purchase• Omni channel, multi device solution for

purchase• Customer support• Arranging payment• Tracking shipment

Post-Purchase• Social network presence and management• Receiving customer service • Resolving problems anywhere• Continuoud the experience • Developing eco-system • Product life cycle and organisations

interlocks

Customer Experience Journey Map

14

Digital Hotspots

Browse on web stores

Make purchase

Select the experience

Start using

Multi channel personalized

experience

Encounter problem or a question

Contact customer

Service or raise satisfaction

issues online

Resolve problem atstore or online

Learn of product and services via

social media

Explore solutions on

line

Monitor performance of product anywhere, anytime and use for product roadmap

Research online about product and

service

Secure Loyalty through offers

Find and consult

with an expert

online or at brick & mortar

c

Proactive identification

and information of of issues

Share experience and ratings

Enhancement, repeat or new purchase, powered by eco-system

Engage Your CustomersEnterprise Scenarios Mapped to Benefits

Key BenefitsInvestment Objectives

[Strategic Options]

Scenarios[Tactical Business

Changes]

Business Drivers[Business

environment]

Increased market share

Improved brand value

Improved marketing effectiveness and ROI

Improved product/service quality

Improved speed to market/innovation

Increased revenue viacross-sell/up-sell

Increased customer satisfaction and loyalty

Reduced time to create and deploy campaigns

Improved collaboration with partners

Competitive pressure

Rapidly changing customer and market trends

Changing business model and cost control

Overabundance of choice for customers

Increasing customer demand for personalized experiences

Mobile-first world

Eroding customer loyalty

Increase customer acquisition, retention, satisfaction, and loyalty

Develop new revenue opportunities throughout modern customer journey

Increase marketing agility and time-to-market

Improve customer connection and personalized experiences

Improve and monitor impact and effectiveness of marketing

Increase customer and marketing insights



Scenario Chain





Engage Your CustomersUnderstand and engage with customers to drive their buying decisions

CMOCurrent StateWe have difficulty finding ways to maximize reach and deliver personalized experiences that resonate with our customers.Our customers are using more devices in more locations than ever before.Our lack of ongoing engagement with our customers is affecting their loyalty. We need to find interactive solutions that allow us to be a part of the moments that matter and modernize the customer experience.

Desired Future StateWe engage with our customers in personalized and interactive ways, and deliver experiences and relevant content on any devices. We react to real-time insights about each customer. Our connection with each customer is inviting throughout the entire journey chosen by the customerWe have the solutions to connect to customers in the moments that matter.

We are always looking to…• Improve our marketing and sales effectiveness• Reduce the cost of gaining new customers and maintaining customer

loyalty• Control our message in the market at all times and in all situations• Drive each customer to buy across a range of products through cross-

selling andup-selling

Scenario Narrative


• Improved marketing, sales, and service effectiveness

• Increased market share• Improved product and service quality• Improved brand and shareholder

satisfaction• Improved speed to market

Benefits• Personalized marketing created with

help of social listening analytics• Evaluate device usage to identify

new marketing opportunities• Using customer analytics to connect

customers with the most pertinent products and services

• Personalizing mobile marketing

Start • Restrict listening to only brand and

not beyond (Competitors)• Restrict sharing sentiment analysis

data throughout the organization

Stop• Perform customer and market

intelligence analysis• Develop and manage social media

channels• Develop and manage promotional

activities

Continue

Top-line ImpactEnhance and improve customer engagement and generate ongoing revenue with personalized, interactive experiences throughout a customer’s chosen journey.

Understand product use, customer sentiment, and brand perception. Gain insight into customer preferences. Market across multiple channels.

Move customers through the decision journeyMarket and sell products Conduct responsive, agile and effective campaigns

Increase sales Offer desirableservices

Engage customers

Customer 360 degree view

Personalizedexperience

Services to devices

Telemetry, social, and

market dataDevelop new

offers

Targetmarketing

Adapt Campaigns

Mass media

Social media The web

DevicesMultiple channels

Solution Storyboard


Sales Campaigns

Contextual Offers (proximity, events, etc.)

Sales, Marketing & Support

Social Media

Social Sentiment

Customer & CampaignInsights

Conversational AI Sales and Support

Next Best Offers

Consistent Consumer Experience at every touchpoint

Campaign Insights

Device, app & environment telemetry

Customer Insights

(preferences, Satisfaction,

Usage)

Up/Cross Sell, Next Best Product, Service

Videos of Products & Services

Product InformationCampaign

Management

More PersonalComputing

Customer

Windows 10

Cortana

In-Store

Online (web, chat)

DevicesDigital

Signage/Kiosk

Productivity Cloud

Smart Agents

Skype

Dynamics Marketing/AX

CRM Online

PowerAppsCognitive Services

Personal Graph

Office Graph

Bing

PowerBIOffice 365

Sharepoint

Personalized Sales & Support

Intelligent Cloud

App Insights

HDInsight

Azure Machine Learning

Data Factory

Data LakeStream

AnalyticsEventHubs

HDStormAzure SQL DB

Notification Hubs

Microsoft Social Engagement

Technology Storyboard

Engage Your CustomersBenefitsEnabling

ChangesBusiness Changes

Investment Objectives

Business Drivers

Enabling Technologies

Data Management

Social Computing

Customer Relationship Management

Business Intelligence

Mobile Computing

Media Services

Web Site Automation

Application Instrumentation

Predictive and Prescriptive Analytics

Integration of customer data into a cohesive view

Develop relevant insights with real-time account data, news, social activity and connections

Beacon and geographic based customer targeting

Segment customers

Marketing Web site creation and management

Create engaging content and apps

Create personalized offers from customer demographic insights

Create proximity centric offers created based on customer location

Track and optimize campaign effectiveness using machine learning

Collaborate and coordinate with partners more effectively

Create and deploy marketing campaign materials faster

Increased revenue via up-sell and cross sell

New Customer Acquisition

Increased Customer Satisfaction, Trust, and Loyalty

Faster Time to Impact

Increased profit margin from higher value services

Lower cost to advertise

Improve Customer Experiencesthrough Digital Marketing

Improve marketing productivity


Increasing customer demand for exceptional experiences

Increased Customer Churn

Increasing competitive pressure

Decreases in market and wallet share

Increasing time-to-market pressure

Increasing competitive use of technology

Increased customer demand for personalization

Benefits Dependency Network

Engage Your CustomersValue for Customers Value for Business Leaders Value for IT Leaders

Strategic

• Personalized solutions to meet each customer’s needs and desires.

• Increased respect and relevance to the company leading to preferential treatment (loyalty programs)

• Increased understanding of customer’s wants and needs

• Increased brand recognition and recall• Increased customer engagement and

loyalty

• Increase technology innovations• Amplify the customer experience• Improve channel integration

Time to Value

• Geographic based offers provides awareness to customer and timeliness

• Reduced time researching

• Reduced time to sales conversion• Reduced time to increase customer

awareness• Reduced time for offer/pricing experiment

results• Rapid offer experimentation to test ideas.

• Reduced time to gather, transform and process customer data

• Reduced time to create, manage and deploy campaign sites

Increase Revenue

• Increased cross-sell/up-sell• Increased customer wallet share• Increased geographic proximity sale• Acquisition of new customers

Decrease Cost

• Loyalty based discounts• Improve satisfaction levels

• Reduced capital expense• Reduced customer acquisition costs

• Reduce cost of data analytics• Reduce cost of data acquisition,

storage, and management• Reduced cost of creating, managing

and deploying campaign sites

Decrease Risk

• Understanding what’s available with lower personal expense and avoiding a purchase made without full knowledge (i.e. research, etc.)

• Reduced failure of new product and service offerings by leveraging insights about customer preferences

• Increased automation, less risk for process failures

Value Touchpoints

Engage Your CustomersContinuously managing & measuring clear value levers, success factors, and performance measures

Employee• Better brand expression• Increased ROI & impact• Deeper connection with

customers• Increased job satisfaction

• Increased Revenue & ROI• Lower Churn (Higher

Loyalty)• Increased Satisfaction

(Net Promoter Score, Fan Score, etc.)

Operations• Reduced customer complaints• Simplified processes

Customer• Richer and more engaging

experiences• Better solutions to meet

each customer’s needs and desires.

• Increased awareness of new relevant products and services

• Improved and consistent channel experience

Engage Your Customers Business Outcomes/Results

Value Realization Scorecard


Phase 2: Gain Insight• Determine customer journey and needs• Model and analyse data for customer patterns and insights• Collaborative and shared workspaces

• Azure ML• Dynamics CRM• PowerBI• Office365

• ETL• Data Management• Data rationalization• Big Data• PowerBI

Phase 1: Shared 360 degree view of customer• Gather internal and external data about customers from all

marketing channels and partners• Enable gathering, storage, transforming, and distributing of

Big Data• Provide a centralized data warehouse and accompanying data

marts that aggregate data from systems across the enterprise for reporting and analysis purposes

Time

Value

IT ProjectsPhase 3: Enable predictive experiences and offers• Predictive modelling for customers preferences and

desires• Real-time business and customer analytics, predictive

models• Customer specific offers driven by customer insights• Prescriptive analytics• Create engaging experiences and media

• Azure ML• Data Modelling• Big Data• Universal Application• Azure Media Services

• Better understand and serve customers

• Improve business insight and workflow

• Increase sales

• Improve customer experience

• Improved employee collaboration

• Raise customer satisfaction

• Reduce operating costs

• Improved Up/Cross Sell• Improved Customer/Fan

Satisfaction• Improved Market/Wallet Share• Reduced Customer Churn

Business Benefits

Roadmap

ChallengeCreate a more immersive car-buying experience to help customers choose and configure a vehicle.

Differentiate the Volvo brand, highlight innovation, and keep up with customer expectations.

StrategyVolvo is using Microsoft HoloLens to create an augmented reality interface for customers, helping them learn about and configure cars in three dimensions.

HoloLens enables customers to digitally interact with their automobiles in more immersive experiences.

Results• Build reputation as an

innovative and customer-focused company

• Increased customer satisfaction

• Increased sales, upsell and cross-sell

• Fast time-to-market for more immersive experiences

“Volvo is really a human-centric company, that’s the core focus of everything we’ve done in terms of the products we develop, but also in the way we interact with our customers.”

– Bjorn AnnvallSVP Marketing, Sales, & Services

Engage Your CustomersCustomer Volvo

Country Sweden

Technology

•Windows 10•HoloLens

VolvoVolvo is reimagining the car-buying experience

Customer Story

ChallengeEngage with fans in more personal ways.

Increase revenue, customize marketing initiatives, and reinforce the club’s leadership position in the worldwide sports industry.

StrategyImplement a comprehensive platform-as-a-service solution to provide personalized fan experiences through:• Fan engagement

platform• Extended video

platform• Consumer App• Telemetry and Data

Analysis

Results• Engaging one-on-one

with millions of fans• Awareness and

analysis of fan behavior

• Near-real-time marketing campaigns

• Transparent fan interactions with content and advertising

“Using the Microsoft Cloud, we are building a way of understanding who our fans are, where they are, and what they want from us.”

– José Ángel Sánchez, CEO, Real Madrid C.F.

Engage Your CustomersCustomer Real Madrid

C.F.

Country Spain

Technology

•Microsoft Azure•Microsoft Dynamics CRM Online•Microsoft Dynamics Marketing•Microsoft Visual Studio Online•Office 365

Real Madrid C.F.Improve fan engagement and experience

Customer Story

ChallengeProvide personalized customer service.

Enable agile operations, applying best practices from one branch to all. Differentiate services and brand.

StrategyUse Microsoft Dynamics CRM, Office 365, and Microsoft Azure capabilities to provide tools to employees for identifying and responding to problems before they affect the customer relationship.

Enable employees to connect with experts and a vast knowledge base of answers.

Results• Reduced customer

wait times• Improved consistency

with every customer interaction

• Streamlined systems create more time for customers

• Ongoing connection with customers

“We’ve embraced the software of a company that helps us treat people like people — Office 365, [Microsoft Dynamics] CRM, and Yammer from Microsoft.

With the technology working for us, we can focus on the really important stuff.” — Paul Marriott-Clarke

Commercial Director Metro Bank

Engage Your CustomersCustomer Metro Bank

Country United Kingdom

Technology

•Microsoft Dynamics CRM Online•Microsoft Dynamics Marketing•Microsoft Lync Server•Microsoft SharePoint•Microsoft Social Engagement•Office 365•Yammer

Metro BankLeveraging technology to give people what they want

Customer Story

ChallengeDeliver more timely, meaningful, and efficient service to customers.

Help store personnel be more active on the floor.

Provide mobile point-of-sale in store.

StrategyProvide point-of-sale functionality to thousands of terminals and devices.

Streamline supply, warehouse, and delivery of products to the franchise network.

Enhance in store experiences for customers and employees

Results• Enhanced customer

service• Seamless shopping

experience• Reduce waiting times• Platform for the future

”As a franchiser, we’re responsive to the demands of our customers as well as our stores. Microsoft Dynamics for Retail offers the flexibility and the technology to meet those demands.”

– Alain BoudreaultVice President and Chief Information Officer

Engage Your CustomersCustomer Jean Coutu

Country Canada

Technology

•Microsoft Dynamics CRM Online for Retail

Jean CoutuProvide streamlined, personalized, responsive service to customers on any channel

Customer Story


Products

• Media Services• Power BI• Microsoft Social

Engagement• Skype• Dynamics Marketing• Office 365• CRM Online• Azure Storage

• Azure SQL DB• HDInsight• Azure Machine

Learning

Products at a Glance



Imagine if…

…your employees could efficiently collaborate to meet rapidly changing customer needs and desires.

Empower Your EmployeesEnterprise Scenarios Mapped to Benefits


[Strategic Options]


Changes]


environment]

Improved product/service quality

Improved ROI of IT projects,

Improved speed to market/innovation

Increased satisfaction of stakeholders ( BU Heads)

Lower TCO for IT

Accurate business reports and forecasts

Reduced IT security threats

Reduced time to create and deploy IT solutions

Improved collaboration with employees

Rapidly changing customer and market trends

Market pressure

Changing business model and cost control

Too many IT options

Increasing stakeholders/ customer demand for personalized experiences

Actionable information required right now

Mobile first world

Improve Enterprise Agility to changing demands of business and market

Develop new revenue opportunities

Increase collaboration among employees

Improve & simplify internal business processes

Make organization more secure





Scenario Chain





31

CIOCurrent StateOur employees and teams have difficulty when collaborating on projects, making decisions, and planning work.We are unable to easily make use of the special skills and knowledge spread throughout our company. We have many isolated solutions that are not integrated in ways that support sharing information or moving our business forward.Desired Future StateOur employees have the information and insight they need to optimize operations, provide excellent customer service, and increase our sales.We share our knowledge and quickly respond to business needs. We have optimized our workflows, marketing, and customer service using analytical tools and AI capabilities that provide us timely insight.The quality of our interactions with customers inspires trust and loyalty, and often results in additional sales.

We are always looking to…• Improve our time to market, customer service, and business

operations• Improve productivity of our employees• Provide the tools and insight employees need to make better

decisions• Rapidly and collaboratively respond to business needs

Making employees more productive, efficient, and satisfied

Scenario Narrative

Organize work Evaluate, collaborate, plan

Empower Your EmployeesSolution Storyboard

• Faster time to impact• Improved productivity• Improved marketing agility and

efficiency• Increase cross-sell / up-sell

Benefits• Supporting smoother workflows and

real-time collaboration• Enabling employees to work from

anywhere, anytime• Providing employees with deeper

customer insight and market awareness

• Personalizing messages and offers

Start • Spending so much time pulling

together information• Losing sales opportunities from

being unaware of customer needs• Long cycles for development and

review of marketing materials

Stop• Improving the customer experience• Winning and retaining customers• Improving our brand as an innovative

and customer-centric company

Continue

Top-line ImpactRapidly and collaboratively respond to marketing insight to keep up with customers and deliver personalized, impactful, and effective messages.

Teams can easily communicate and collaborate with retailers, agencies, manufacturers, and departments throughout the company. Using secure global access and private social networks, teams can share ideas and materials in real-time to develop modern campaigns, including automation, content tracking, and social

marketing.Take action

Gain insight from customerand market analysis

Appointments Tasks

Files Phone calls

Organize work, schedule, priorities

VideoShare

Talk

Virtual Meeting

Space

Collaborate with other departments,manufacturers, retailers, and agencies

Communicate

Stay

Inform

ed

Tasks

Plan

Contribute

Refine campaigns, develop newproducts, shift investments

Video

Solution Storyboard

Empower Your EmployeesTechnology Storyboard

Social MediaSocial

Sentiment

Productivity Cloud

Smart Agents

Skype


CRM Online


Personal Graph

Office Graph

Bing

PowerBI

Office 365

Sharepoint

Knowledge Capture & Sharing

Conversational AI Productivity

Intelligent Cloud

App InsightsHDInsigh

t

Azure Machine Learning Data Factory

Data Lake

StreamAnalytics Event

HubsHDStormAzure SQL DB

Notification Hubs

Real-time contextual data (Weather, Events

& environmental conditions)

Real-Time observations,

infrastructure status & customer telemetry

Customers

PartnersIm

prov

ed

Colla

bora

tion

Field Workforce

Secure remote information usage, authoring & sharing

Remote collaboration with employees & customers

Improved Collaboration

Insights & Alerts

Status & Work Tracking

Buildings, Plants & Equipment

Product Usage

Field Observations

Peers

Rich applications

securely available from

anywhere

MorePersonalComputing


Data Insights

Employee

Windows 10

CortanaSurface Hub

DevicesXbox One/

Kinect

Band Hololens

BenefitsEnabling Changes

Business Changes


Business Drivers


Data Management

Productivity Tools

Internet of Things

Mobile Computing

Predictive and Prescriptive Analytics

Culture of mobility and productivity

‘Outside in’ Thinking

Culture of ‘Growth Mindset’

Leverage the best resources available anywhere

Innovate based on customer and market insight

Track and optimize business effectiveness

More effectively collaborate with employees, customers and partners

Be more agile in business processes

Reduced time to market for products and services

Reduced cost of operations

Increased pace and culture of innovation

Increased up/cross sell

Improved productivity

Agile Practices

Drive operational decisions based on information

Social Computing

Improve quality of products and service

Increasing demand for personalized experiences

Increased Customer Churn

Increasing competitive pressure

Increasing time-to-market pressure

Increasing competitive use of technology

Increase customer satisfaction, and loyalty

Create new digital experiences for customers

Decreasing market and wallet share

Ability to anticipate organizational needs

Increase the agility and speed of innovation

Using telemetry for decision making and product development

Recruiting, motivating, and retaining employees

Empower Your Employees Benefits Dependency Network

Value for Customers Value for Business Leaders Value for IT Leaders

Strategic

• Increased customer satisfaction.• Ability to engage with the company

anywhere at anytime• Improved responsiveness of interaction• Improved quality of interactions and

products/services

• Improved culture of productivity and innovation

• Happier and more engaged workforce• Increased market relevance• Increased knowledge sharing across

product development teams• Increased employee satisfaction to support

increased customer satisfaction

• Increase technology innovations• Improve channel integration

Time to Value

• Faster resolution of questions and issues• Faster awareness of new offers • Faster launches of new products

• Faster exchange of ideas• Faster experimentation with new ideas

• Increase agility in responding to new business needs (cloud time)

• Automation reduces time to market• Movement from traditional waterfall IT

development to agile delivery models

Increase Revenue

• Increased market and wallet share• Revenue from “first to market” and “best in

class” products and services via increased innovation

Decrease Cost

• Better ROI on new products• Reduced cost of product development• Reduce customer acquisition costs

• Optimized connectivity costs• Reduced cost for information

management

Decrease Risk

• Reduce risk of failure for new product/service

Empower Your Employees Value Touchpoints

Empower Your EmployeesContinuously managing & measuring clear value levers, success factors, and performance measures

Employee• Faster time to market• Reduced effort • Reduced rework• Increased collaboration• Increased job satisfaction

• Increased employee productivity and effectiveness

• Increased pace of innovation and agility

• Measurable impact and insight

Operations• Decreased risk of errors or delays• Faster and more accurate response to issues

Customer• Timeliness of information

about products, services and offers

Empower Your Employees Business Outcomes/Results



Phase 2: Mobile, agile product development productivity • Use data from in-market products, social networks, and

analytics to uncover new opportunities and roadmap commitments.

• Enable a leaner product development organization.• Address customer’s needs and wants into current and

future designs.

Phase 1: Connected people, teams, and products• Enable seamless idea sharing and collaborative development

irrespective of location and time zone• Enable productivity across functional teams, geographical

boundaries, and supplier organizations • Connect devices to IT systems as the first step

Time

Value

Phase 3: Apply analytics• Gain insights from product sentiment and market

trends• Support decision making, planning, product design,

and customer connection.

• Additive Manufacturing• Advanced Analytics• Design Computing in the Cloud

• Collaboration and Communication• Embed IOT connectivity in target

facilities/processes

• Enhanced market insight into ideation

• Accelerated innovation• Increased revenue from

innovative “first to market” products

• Increased employee productivity

• Increase in knowledge sharing

• Increased employee satisfaction

• Increased return on innovation investment

• Reduced cost of product development

• Social Analytics• Telematics• Big Data

IT ProjectsBusiness Benefits Journey

Roadmap

ChallengeProvide customers the equipment, processes and tools to optimize operations.Enhance capacity to work in partnership with customers and suppliers.

Continue distinguishing company for its cutting edge technology and constant innovation.

StrategyCreate a company collaboration network that facilitates the management of factories and manufacturing plants through the collection, exchange, distribution and use of ordered information.

The solution, called “Easy Life,” brings together Fameccanica’s technologies, Microsoft Azure cloud services, and Office 365.

Results• Improved awareness

of machine performance and plant operations

• Timely collaboration anytime, anywhere

• Improved knowledge sharing and access to expertise

“Volvo is really a human-centric company, that’s the core focus of everything we’ve done in terms of the products we develop, but also in the way we interact with our customers.”

– Bjorn AnnvallSVP Marketing, Sales, & Services

Empower Your EmployeesCustomer Fameccanica

Country Italy

Technology

•Microsoft Azure Cloud Services•Office 365

FameccanicaTransforming collaboration, knowledge sharing, and plant management.

Customer Story

ChallengeTo support the speed and agility necessary for international marketing and product launches.

To keep the innovation pipeline filled for products in different markets.

Enable easy communication and collaboration among research and development, packaging, the supply chain, and marketing teams.

StrategyUsing Azure, Henkel brings employees, data, and partners together by enabling collaboration from nearly any location and device.

With Microsoft Office 365, employees have a modern productivity solution, and brand managers can work across borders and departments, as well as with outside agencies.

Results• Improved

communication and decision making throughout the company

• Improved collaboration between R&D, purchasing, packaging, marketing, and finance

• Reduced time to bring a product from initial idea to market

“We have improved our way of working by using Office 365 to simplify communications and collaboration. And even the time we need to bring a product from the first idea to market can potentially be reduced.”

– Clemence AlbertiJunior Brand Manager for Body Care

Henkel

Empower Your EmployeesCustomer Henkel

Country Germany

Technology

•Microsoft Azure Cloud Services•Microsoft Office 365

HenkelVolvo is reimagining the car-buying experience

Customer Story

ChallengeUnited Breweries needed to better connect experts and enable knowledge sharing throughout a large and complex manufacturing network.

StrategyUnited Breweries deployed Microsoft Office 365 applications, including SharePoint and Lync, as well as a social networking platform to support knowledge capture, sharing and collaboration.

Results• A forum to unite a far-

flung, multilingual workforce

• New ways to tap into collective wisdom

• Increased productivity• Agile adaptation to

business challenges• A network for growth

”We’re growing so rapidly that for us to be able to provide a common feel for the United Breweries brand and a consistent experience for employees throughout their

lifecycle in our organization, we need a powerful and engaging communications platform.”– Manmohan S Kalsy

Executive Vice President of Human Resources

Empower Your EmployeesCustomer

United Breweries Limited

Country India

Technology

•Microsoft Azure Cloud Services•Microsoft Office 365•Microsoft SharePoint•Microsoft Lync

United Breweries LimitedBrewing up success with an enterprise social network

Customer Story

ChallengeCreate a knowledge management system for exploration and production to gather, store, and share expertise on a global scale.

StrategyEni overhauled its legacy platform in the Exploration & Production division, migrated all its previous documents and information repositories, deployed collaboration and sharing solutions, and created new and improved knowledge management procedures.

Results• Created an

environment that maximizes knowledge creation, sharing, capture, and collaboration

• Enhanced information accessibility throughout the entire knowledge management life cycle

• Supports approval and validation processes for structured knowledge

“The tacit knowledge of people, the result of their experiences, is the factor which most often allows for the resolution of problems deriving from a multiplicity of uncontrollable variables affecting our processes.”

– Luigi SalvadorChief Knowledge Officer

Eni Exploration and Production

Empower Your EmployeesCustomer Eni S.p.A.

Country Italy

Technology

•Microsoft Azure Cloud Services•Office 365•SharePoint•Lync

Eni S.p.A.Enhancing accessibility of knowledge and ease of collaboration

Customer Story


Products

• CRM Online• SharePoint• Skype• Dynamics AX• Azure Files• Stream Analytics• HD Storm• Azure Storage

• Azure SQL DB• Data Factory• HD Insight• Azure Machine

Learning• Power BI




Imagine if…

…you could broadly share information throughout the business, manage resources with agility, and better coordinate processes.

Optimize Your OperationsEnterprise Scenarios Mapped to Benefits


[Strategic Options]


Changes]


environment]


Resource Management

Safety and Compliance


Operational excellence

Customer Satisfaction & Reliability

Market relevant products

Achieve Sustainable advantage and growth

Economic Slowdown in developed economies

Increasing costs

Customers demand differentiation

Growth in emerging markets

Scarcity of skilled labor

Stricter Regulations

Production loss avoidance

Reduction of inventory costOperations cost optimization

Expert advice to remote locations

Increased revenue through relevant and differentiated products

Avoid unexpected malfunction

Proactive resource planning

Supply chain optimization and cost reduction

Improve product longevity

Better utilization of equipment and workforceAgile workforce with better mobilityReal-time updates for equipment


Scenario Chain





Operations ManagerCurrent StateOur supply chain is constantly evolving and currently fragmented. There is lack of coordination between the shop floor and the warehouse on inventory levels, orders booked, goods in transit. We don’t have strong integration within our supply chains to speed up processes and make operations leaner.When equipment problems arise, production drops, shipping is affected, and our storage facilities are not optimally stocked.

Desired Future StateBy modernizing our manufacturing systems, collaboration platforms, and interconnecting devices, we have increased the flow of information across our entire business operations, and enhanced our interaction with partners. Our business processes are always synchronized, and can even anticipate trends by examining historical data about production and distribution.We can track and trace the full supply chain path of our products, collaborating in real time across multiple sites and the entire supply chain.When necessary, we can realign the efforts of the entire manufacturing ecosystem and manage our resources with agility.

I am always looking to…• Know supply chain, inventory, and production status along our

manufacturing chain• Provide all participants in the manufacturing and supply chain timely

information when and where they need it• Quickly respond to bottlenecks or breaks in our processes• Identify current production problems and anticipate future challenges

Optimize operations and reduce costs

Scenario Narrative


Automation suppliers and OEM manufacturingManufacturing in the value chain

Reduce waste and increase parts availability

<>

• Reduce unplanned downtime• Reduce maintenance costs (T&E, on

site supplier contracts, labor, inventory)

• Improve equipment longevity• Improve employee skill and

satisfaction

Benefits• Empower maintenance crew to

make decisions• Share same views with operators,

technicians and manufacturing managers

• Machine data driven maintenance

Start • Schedule regular maintenance• React to breakdowns : be data

proactive• Exclude all but maintenance techs• “Black Box” mindset

Stop• Grow expertise within• Decentralized maintenance approach• Empower operators and in house techs• Share data with all involved

Continue

Manufacturing

Managementand

Suppliers AutomationSuppliers

Production ScheduleMaintenance Schedule Real Time connection to manufacturing

management, suppliers, and maintenance crew

Productivity Up

Modern Automation

Sensors Telemetry

Maintenance Crew

Maintenance Planning

Automation SuppliersManufacturing Management

Shared View Across Value Chain

Cost Down SatisfiedEmployees

Optimized Scheduling

Maintenance Crew

Legacy IOTApplications IP capable devices

Low power devices

Sensors Telemetry

Legacy Automation

Solution Storyboard

Optimize Your OperationsTechnology Storyboard

More Personal

Computing

Social MediaProductivity Cloud

Smart Agents

Skype


CRM Online


Personal Graph

Office Graph

Bing

PowerBIOffice 365

Buildings, Plants & Equipment

Product Usage

Field Observations

Supply Chain

Supplier

Supplier

Intelligent Cloud


t


Data FactoryData Lake



Notification Hubs

Operational insight

Supply Chain Flows

& Supplier Data





Social Sentiment

Workforce Insights

Supply Chain Insights

Application Usage

Insights

Product Usage Insights

Employee Experience

Insights

Customer Experience

Insights

Improved Collaboration

Improved Outcomes

Customer Service

Sales

Product Design

Secure

Remote

Collaboration

Secure Knowledge

Management

Plant & Equipment

Insights

W10

Cortana

RepOnline

Devices

Signage

Customers


Manager

Windows 10

CortanaSurface Hub

DevicesXbox One/

Kinect

Band Hololens


Business Changes


Business Drivers


Internet of Things

Machine Learning

Cloud services

Advanced Analytics

Enterprise Mobility/ Mobility solutions

Communication and Collaboration

Increase instrumentation and monitoring

Collect, Store and analyse data from sensors on equipment and smart devices

DevelopOmni-channel communication and collaboration among field operators, Service providers and experts

Connect multiple plants and aggregate operational data

Build Data Science or Analytics COE

Global dashboards for real time manufacturing monitoring and responsePriority focus on safety and regulation

Proactive service collaboration across plant facilities, partners and vendors for faster response to issues

Collect, analyse and monitor risk reporting and performance metrics

Richer collaboration amongst various stakeholders


Reduction of inventory cost

Improved health and safety

Operations cost optimization


Better utilization of equipment

Improved Knowledge sharing

Agile workforce with better mobility

Global Visibility of All Facilities

Optimize production equipment


Improved Safety and Compliance

Improved Knowledge Sharing and TransferImproved Productivity and resource management

Economic Slowdown in developed economies Complex Network of Global Facilities

Pressure to lower costs through manufacturing process efficiencies

Volatile energy Costs

Increasing safety regulations


Increased pressure to manage complex supply chain


Optimize Your Operations Benefits Dependency Network

Optimize Your OperationsValue for Customers Value for Business Leaders Value for IT Leaders

Strategic

• Better expectations for product delivery and quality

• High quality autonomous products

• Global oversight of manufacturing operations• Predict and adapt to changing supply, labor and

manufacturing availability • Streamline inventory and warehouse

management operations• Selling insights to partners and competitors

• Better analytic capability • Allow sustainable and robust connection to

partners across boundaries• Migration from costly legacy systems to pay

per use cloud systems

Time to Value • On-time delivery • Faster problem identification• Faster time to resolution

Increase Revenue

• Revenue from new customers• Revenue from repeat customers• Revenue from better brand

positioning

• Selling insights to partners and competitors• Better utilization of manufacturing capability

Decrease Cost

• Reduction in manufacturing defects in products

• Avoid unplanned downtime and outage costs• Reduction in facilities management costs• Reduction in field operations costs• Reduction in maintenance costs• Reduction in cancelled orders

• Reduced cost of operations• Reduced cost of information sharing

Decrease Risk • Reduce risk of delivery failure, lack of product or service outage

• Global operational view supports identifying problems before they escalate

Option value • Trust in service

Value Touchpoints

Optimize Your OperationsContinuously managing & measuring clear value levers, success factors, and performance measures

• Increase sales and contribution margin

• Reduced maintenance costs• Reduced inventory investment• Improved resource management

Optimize Your Operations Business Outcomes/Results

Innovation• Monetization of data about

usage and uptime

Customer• Product availability• Lost sales• Lead time to order• Higher Customer Satisfaction

Employee• Increased job satisfaction• Better training, knowledge

management, mobility, and collaboration

• Scheduling efficiency

Brand• Increased brand awareness• Increased brand value• Improved brand image



• Dashboard and visualization• Analytics & Business Intelligence• Reporting and Dashboard• Cloud design• Mobile deployment

• Unified communications and messaging

• Identity and access management

• Embed IOT connectivity in target equipments

• Media sharing and virtual presence

• Reduce T&E• Reduce training and

certification costs

Value

IT Projects• Dashboard optimization• Big data• Advanced Analytics

• Reduce unplanned downtime• Reduce data modelling costs• Reduce IT hosting and storage

infrastructure costs

Business Benefits• Lower cost of maintenance• Eliminate expensive 3rd party contracts• Impart technical ability to workforce

Time

Phase 2: Integrate telemetry and telecommunication• Identify applicable analytics capabilities and tools• Enable machine learning and IOT integration• Integrate legacy and modern automation, telemetry and

machine learning in unified reporting and dashboard services

Phase 1: Establish Omni-channel communication with Customers, Service providers and equipment manufacturers• Enable mobility and access rights, with media content

and communication solution• Embed IOT connectivity in target equipment• Promote culture of remote interaction and decentralised

control

Phase 3: Optimize and Enhance analytics and mobility capabilities• Continuously improve collaboration by imparting

mobility and advanced analytics capabilities• Decentralize controls

Journey

Roadmap

ChallengeGive employees a new view into trends and insights, and tools to act on them more effectively.

Enable care teams to coordinate care for individuals and communities.

Create a foundation for a proactive health system that keeps people healthy, improves care, and reduces admissions.

StrategyDartmouth Hitchcock created a cloud-based system in which nurses and health coaches track and respond to an individual’s health status in real time.

The system is built on Microsoft technology for machine learning, big data storage and processing, and perceptual intelligence, including Cortana Analytics.

Results• Increased provider

productivity• Improved patient

outcomes• Patient satisfaction• Reduced costs

“With Cortana Analytics Suite and Microsoft Dynamics, we’re transforming the way health care is delivered today, improving patient outcomes, reducing costs, and offering an unprecedented level of personalized care.”

– Ethan M. Berke, MD, MPHMedical Director, Clinical Design and Innovation

Optimize Your OperationsCustomer Dartmouth

Hitchcock

Country United States

Technology

•Microsoft Azure Cloud Services•Microsoft Cortana Analytics Suite•Microsoft Dynamics CRM•Microsoft PowerBI

Dartmouth HitchcockRevolutionizing health care with personalized care and provider collaboration

Customer Story

ChallengeFujitsu needed to optimize processing by both machines and humans in a way that could enable managers, engineers and scientists to improve product quality, streamline systems, and enhance functionality while reducing costs.

StrategyFujitsu brought together its Eco-Management Dashboard and IoT/M2M platform with Microsoft Azure Cloud Services and Windows tablets to enable managers, engineers and scientists to simultaneously manage product quality, process efficiency, and equipment performance.

Results• Operational excellence• Reduced energy costs• Higher quality

products• Enhanced functionality• Increased productivity

”Leveraging the Fujitsu Eco-Management Dashboard solution alongside Microsoft Azure and the Fujitsu IoT/M2M platform, we are able to deliver real-time visualization of the engineering

process for big data analytics to improve the entire production process and inform decision-making”– Hiroyuki Sakai

Corporate Executive Officer, Executive Vice PresidentHead of Global Marketing

Optimize Your OperationsCustomer Fujitsu

Country Japan

Technology

Hybrid Cloud:•Microsoft Azure Cloud Services•Microsoft Dynamics CRM Microsoft Exchange•Microsoft Lync

FujitsuBringing innovative operational excellence to manufacturing

Customer Story

ChallengeTo help customers reduce water usage, Ecolab must capture and analyze real-time information from thousands of sensors in thousands of plants around the world.

As Ecolab grows their business, they need a way to deliver water management solutions on a much larger scale and at a much deeper level, and to demonstrate value to customers.

StrategyUsing the Microsoft Azure cloud computing platform and advanced analytical capabilities, Ecolab helps customers improve production processes and better understand value.

Ecolab employees around the world use Microsoft productivity tools to collaborate and take action based on insight, and support field activities.

Results• Reduced water usage

by customers• Improved insight

about customer processes and performance

• Improved customer engagement and guidance

• Scalability to meet growing business needs

“Suddenly, complexity and size are no longer barriers…We can now harness the power of this platform to serve many more customers, measuring many more flows at many more plants than we could even conceive of in the

past.”– Christophe Beck

President, Nalco Water, an Ecolab company

Optimize Your OperationsCustomer Ecolab

Country United States

Technology

•Microsoft Azure Storage, IoT Suite, Machine Learning•Microsoft PowerBI•Microsoft Dynamics CRM Online•Microsoft Office 365

EcolabHelping worldwide industries tackle water scarcity

Customer Story

ChallengeSaudi Airlines needed a consolidated approach to critical business information spanning multiple systems across functions, an integrated view across operations, and enhanced business intelligence.

StrategyCreate a Microsoft Azure-based solution to provide real-time, self-service insight and enable executives to make more timely business decisions.

Results• Increased operational

efficiencies by 2% • Enabled self-service

insights for executives with intuitive reports and dashboards

• Anticipated millions in savings

“To Saudi, the new BI solution is like turning on the headlights of a car on a curvy, dark road.”– Mohammed Albakri

CIO, CFOSaudi Airlines

Optimize Your OperationsCustomer Saudi Airlines

Country Saudi Arabia

Technology

•Microsoft Azure Cloud Services•Microsoft SharePoint•Microsoft Office 365•Microsoft PowerBI

Saudi AirlinesSaudi introduces self-service insights solution to increase operational efficiencies

Customer Story


Products

• Skype• Office365• SharePoint• HD Storm• HD Insight• Azure Machine

Learning• Microsoft Social

Engagement

• Stream Analytics• Azure SQL DB• Azure Storage• Dynamics AX




Product Transformation Approach

People Experiences

Design Thinking

Inclusive Design

Customer

• Get Oriented• Frame• Ideate• Prototype• Optimize

Inclusive Design Method & Thinking

Telemetry

Gather Data

Data

• App Telemetry• Sensor Telemetry• People Telemetry• Business

Telemetry

App InsightsAzure IoTBand & Windows

Visualization

Understand

Knowledge

• Prototype & test• Visualize Data• Context from

usage data• Feedback

Power BIMicrosoft Graph

Analyze

Gain Insight

Insight

• Understand User Needs

• Understand Product Use

• Predict future failures

Cortana IntelligenceDelve Analytics

Action

Innovate

Productive Use

• Recommend Knowledge

• Provide Context• Pre-empt future

needs• Act on behalf

Personal AssistantBotsCognitive Services

Business Model Innovation Frame

What are your goals?

Where’sthe impact?

Whatshould change?

Can we increase demand?• Serve a different set of customers (convert the non-customers)• Create new Value Propositions for customers (pains/gains)• Improve sales and marketing (improve the brand)• Understand better what’s missing in the market (find the

whitespace)• Improve the quality of existing products

Customer Experience Transformation Digital Optimization & EfficiencyCan we deliver cheaper or more efficiently?• Improve supplier effectiveness• Improve operational efficiency• Improve employee productivity

Value Prop Customer Segments Channels Products &

ServicesRevenue Streams Value Chain

Business Impact Frame• Strategic Alignment• Business process change• Modernize architect (enable agile,

etc.)• Direct payback• Reduce Risk

IT Value Frame• Accelerate time to

market• Increase Coverage• Recession proofing • More agility• Reduce Unit Cost

Revenue Quality

Cost Risk

T (Accelerate Business)

1

2

3

Imagine if…

…you could use many channels to expand the reach of your business, better understand how customers use your products, and innovate quickly.

Transform Your ProductsEnterprise Scenarios Mapped to Benefits


[Strategic Options]


Changes]


environment]


Field Crew Efficiency

Safety and Compliance



Customer Satisfaction & Reliability

Market relevant products

Achieve Sustainable advantage and growth

Economic Slowdown in developed economies

Increasing costs

Customers demand differentiation

Growth in emerging markets




Reduction of inventory cost

Reduced time to market

Expert advice to remote locations

Increased revenue through relevant and differentiated products

Avoid unexpected malfunction


Supply chain optimization and cost reduction

Improve product longevity

Better utilization of equipmentAgile workforce with better mobility

Real-time updates for equipment

Scenario Chain




Transform Your ProductsProvide profitable services to customers, upgrade devices, and identify new offerings

CEOCurrent StateWe’re not able to create personal connections with our customers, and we have difficulty serving our customers segments anywhere, anytime.We are earning less from our product sales and need to create new sources of revenue. We don’t have a good understanding of how our customers use our products or what services they need. We have long cycles for product development and we frequently have cost overruns.Desired Future StateWe have an on-going, personal connection with our customers, and provide them with personalized experiences. We keep up with our customers’ needs and desires, understand how they use our products, and anticipate their needs.We quickly develop products and services that fit our customers’ lifestyles and interests. We are expanding the reach of our business and targeting new customer segments.

We are always looking to…• Generate increasing revenue• Develop products and services that fit our customers• Create personalized experiences for our customers• Enlarge our customer base

Scenario Narrative

Collaborative Development and Validation

Transform Your Products Solution Storyboard

Collective and Insightful Ideation Innovative Products and Fast Time to Market

• Revenue from new, first to market, and innovative products

• Shortened development cycle for new products

• Lower product development cost• Improved design robustness

Benefits• Using collective and collaborative

brain power of employees around the world

• Accelerate innovation• Promoting and encouraging virtual

product development behaviors and techniques

• Using insight tools like Microsoft Social Listening

Start • Costly, in person product

development activities• Culture of “won’t believe it until I

touch and feel it”• Relying on end solutions and

conventional wasteful activities• Expensive physical builds and

validation of prototypes

Stop• Using collective brainpower• Real time idea generation/selection• Virtual concept development• Continuously seeking customer feedback

Continue

Top-line ImpactInnovative and differentiated product inspired by loyal customers, created using advanced collaborative development techniques, and continuously refined via a connected value chain.

Customers

Social Listening

IoT andTelemetry

Global design and Engineering

Suppliers and OEM Teams

Virtual Testing Predictive Design

Prove out

Concept Development

Fast to market

Satisfied customers

Cost effective

Robust Designs

Use insight about product use, customers, and trends to quickly develop new offerings

Transform Your ProductsTechnology Storyboard

More Personal

Computing Social Media

Productivity Cloud

Smart Agents

Skype


CRM Online


Personal Graph

Office Graph

Bing

PowerBIOffice 365

Product UsageField Observations

Supply Chain

Supplier

Supplier

Intelligent Cloud


t


Data FactoryData Lake



Notification Hubs

Supply Chain Flows

& Supplier Data





Real-Time Insig

hts

W10

Cortana

RepOnline

Devices

Signage

Customers

Improved CollaborationImproved Outcomes

Customer Service

Sales

Product Design

Secure Remote Collaboration

Product Feedback and

Innovative Ideas

Historica

l Insig

hts

Product performance insights

Workforce Insights

Product usage insightsCustomer experience insights

Customer Experiences & Feedback

Weather & Environmental

Prod

uct T

elem

etry

Product Designer

Windows 10

CortanaSurface Hub

DevicesXbox One/

Kinect

Band Hololens



Business Changes


Business Drivers


Increase design and engineering productivity

Increase customer satisfaction, retention and value

Create new business models for the digital era

Adhere to increasing regulations

Design highly differentiated, relevant productsbased on insights and innovative thinkingRapidly experiment with new business models and measure the impact before committing

Optimize product development processes for collaboration and agility

Continually improve experience to increase customer satisfaction, retention and value

Use analytics and machine learning to identify new opportunities

Analyze customer experience data from partners and social networks

Analyze real-time product usage telemetry for advanced decision making and visibility

Competitive pressure

Stay ahead of changing customer and market trends

Connect with customer

Pressure to lower costs through manufacturing process efficiencies

Green manufacturing

Tightening safety regulations

Increased pressure to manage complex supply chain

Internet of Things

Customer Relationship Management

Collaboration and Information Management

Mobile & Social Computing

Big Data

Connect design teams globally and collaborate on common goals to seek optimized solutions

Improved products and services

Increase revenue from innovative “first to market” options and services

Increase in knowledge sharing

Reduce cost of product development

Advanced Analytics

Transform Your Products Benefits Dependency Network

Value for Customers Value for Business Leaders Value for IT Leaders

Strategic• Improved adoption and usage of

products • Increased discounts and promotional

feeds from partners and programs

• Increased brand recognition and recall• New customer acquisition and retention• Higher customer satisfaction• Increased customer engagement and brand loyalty

• Improved data processing scalability• Improved data modeling capability• Improved analytical capabilities

Time to Value• Reliable connection to partners and

suppliers• Improve speed to market/innovation• Shortened development cycle

• Increased agility in responding to new business needs (cloud time)

• Sustained relevance of IT in manufacturing

Increase Revenue

• Increased resale value• Increased value from differentiated

offerings

• Increase revenue from innovative “first to market” options and services

• Repeat sales from satisfied customers• Increased market share• Increase in ancillary revenue

Decrease Cost

• Reduced maintenance costs • Reduce cost of product development• Reduce cost of prototyping, physical modeling, and

testing

• Reduced cost of data managementand storage

• Reduced cost of data acquisition• Optimized connectivity costs• Reduced cost of data analytics

Decrease Risk• Significant reduction in likelihood of

safety incidents• Increased knowledge sharing across product

development teams• Unlimited ability to run virtual reliability and

robustness cycles in the cloudOption value

Transform Your Products Value Touchpoints

Continuously managing & measuring clear value levers, success factors, and performance measures

• Improve speed to market/innovation

• Reduce Failure of Acceptance• Uptake of supplemental services

(add on services, etc.)• Reduce cost of product

development• Decrease in need for on-site or

service-center remediation• Increase in knowledge sharing• Reduced cost of prototyping,

physical modeling, and testing

Transform Your Products Business Outcomes/Results

People• Increase time spent engineering

and less time on non value added tasks

• Seamless idea sharing and collaborative development between individualsand teams

Innovation• Enhanced market insight into

ideation• Faster time to market• Increased return on innovation

investment• Lower environmental impact and

pioneer innovation design solutions

Brand• Improved brand perception• Improved market penetration• Retention of existing customers

(reduced churn)• Increased customer satisfaction

with products/services

Culture• Increase in employee productivity• Accelerate innovation• Integrated design for

environmental compliance

Transform Your Products Value Realization Scorecard


Phase 2: Experiment and Measure the impact• Create new engaging experiences for customers through apps

and devices that improve daily life, productivity and increase well being.

• Experiment with new business models by creating value for customers in new ways while attempting to capture some of the value created.

• Identify and measure customer’s needs and wants from current andpredict the value and acceptance of future designsPhase 1: Understand Your Customer

• Gather data about in-market and future market customers, products and markets from all channels and partners (not just ‘our products/customers’)

• Enable centralized analytics capability for analytics and reporting purposes

• Use data from in-market and adjacent products, social networks, and analytics to uncover new opportunities and roadmap commitments Time

Value

Phase 3: Optimize Value Delivery & Value Capture• Mange customer and partner interaction, purchase, service &

payment history• Implement context-aware systems that proactively detect and

notify other devices and systems of problems along the value chain

• Redesign processes and workflows to increase efficiencies

• Modern Applications• App, System & Human Telemetry• Advanced Analytics• Mobility• IoT

• ETL• Data Management• Data rationalization• Big Data• PowerBI

• Deliver engaging & transformative customer experiences

• Acquire new customers• Monetize existing assets• New sources of revenue

• Improve customer experience

• Improved employee collaboration

• Raise customer satisfaction

• Reduce operating costs

• Improved operational insight• Lower operational costs• Less unplanned downtime

• Supply Chain Analytics• Machine learning• Predictive & Prescriptive Analytics• Reporting and Dashboard• Notifications

IT ProjectsBusiness Benefits

Roadmap

ChallengeFlight delays are disruptive and costly for passengers and freight, and have a very large financial and logistical impact on airlines.

Rolls-Royce aims to minimize the cost and disruption of airline maintenance, and to expand the services it offers to develop new revenue streams.

StrategyRolls-Royce is leveraging Microsoft Azure to aggregate large amounts of data from many locations and use analytical tools and models to predict maintenance needs.

To help customers understand the data and make better decisions, the solution provides dashboards and visualization.

Results• Minimize cost and

disruption of flights.• Enable airlines to

achieve safer, more efficient, and more profitable operations.

• Increase revenue through new business models and compelling services.

“By working with Microsoft we can really transform our digital services, supporting customers right across engine-related aircraft operations to make a real difference to performance.”

– Tom Palmer, Senior Vice PresidentServices, Civil Aerospace

Transform Your ProductsCustomer Rolls-Royce


Technology

•Microsoft Azure IoT Suite•Microsoft Cortana Intelligence Suite•Microsoft Azure Stream Analytics•Microsoft PowerBI

Rolls-RoyceTransforming products and services to support new business models, and disrupting the airline industry

Customer Story

ChallengeCreate a portable tool that is fast, easy-to-use, scalable, and indicates when early intervention is necessary to treat dyslexia.

StrategyUsing the Azure platform, analytics, and machine learning, Optolexia built a screening tool to easily assess children for dyslexia.

The solution sends data from eye-tracking equipment to the Azure cloud, where an analysis engine based on Azure Machine Learning evaluates the data against a large repository of eye-tracking data.

Results• Early identification of

students at risk for dyslexia

• Early intervention and treatment

• Higher accuracy and reduced costs of screening

• Scalable platform to enable screening for other diseases and conditions

“The flexibility and ease of use of the Azure Machine Learning analytics platform makes it a perfect foundation for expanding our existing solution into new areas.”

– Fredrik WetterhallChief Executive Officer

Transform Your ProductsCustomer Optolexia

Country Sweden

Technology

•Microsoft Azure Cloud Services•Microsoft Azure Analytics•Microsoft Azure Machine Learning•Microsoft Visual Studio

OptolexiaEarly screening for dyslexia with eye-tracking, cloud-based tool

Customer Story

ChallengeABB needs to innovate quickly to provide the equipment and value-added services needed to take an early lead in the vehicle charging market.

As part of innovating improved equipment and services, ABB needs to gather and analyze telemetry and customer behavior.

StrategyABB is developing charging equipment and stations using detailed data and new insight from stations, equipment, and customers.

ABB equipment will be connected to Azure and take advantage of the machine learning and predictive analytics that Azure supports.

Results• Innovative and

scalable products and services

• Digital transformation of electric vehicle infrastructure

• Agility to quickly improve existing features and develop new features.

"This partnership gives us the solutions, scalability and global agility to support expanding demand for EV charging

infrastructure in the world’s major automotive markets, which is a key focus of our Next Level growth strategy.”– Pekka Tiitinen

PresidentDiscrete Automation and Motion Division

Transform Your ProductsCustomer ABB

Country Switzerland

Technology

•Microsoft Azure Cloud Services•Microsoft Azure Machine Learning Suite•Microsoft Azure Analytics Suite

ABBDeveloping innovative products and services to meet customer demand

Customer Story

Challenge• Support safe

operations of flights.

• Increase productivity of mechanics.

• Improve quality of flight training and maintenance.

• Build brand and innovate in operations and customer service.

StrategyUsing the Microsoft HoloLens, users can see a version of a plane's engine and other equipment placed in the real world.

Users can manipulate equipment, find specific parts, and simulate cockpit operations as though sitting in the cockpit seat. Japan Airlines is also adopting Microsoft’s Surface Hub to streamline their development processes.

Results• Improve training and

quality of performance for maintenance crews

• Enable supplementary training for flight crews, and trainees seeking promotion to copilot status

• Optimize operations

“We believe that HoloLens can contribute to the safety of our business, which is the most important criteria for airlines.”

Koji HayamizuSenior Director of the Planning Group for

JAL’s Products & Service Administration Department

Transform Your ProductsCustomer Japan Airlines

Country Japan

Technology

•Microsoft HoloLens•Windows 10

Japan AirlinesLeveraging new technologies to drive innovation in business operations and customer service

Customer Story

ChallengeNeed better insight and collaboration to stay in constant motion and support the rapid pace of technological changes in the Formula 1 sport.

StrategyThe Lotus team leverages data coming from the car telemetry system, and using predictive analytics and machine learning, apply the insight to quickly and collaboratively innovate and produce better components.

Results• Increased agility when

developing and integrating design changes

• Improved sharing of information

• Increased cost awareness at all levels

• Support just-in-time manufacturing with improved insight into parts lifecycle

“We tied Dynamics AX in with everything from design release to consumption of parts on the car at the track, this included project-based

manufacturing and design engineering– the production of the car.”– Thomas Mayer

COO, Lotus F1 Team

Transform Your ProductsCustomer Lotus F1


Technology

•Microsoft Dynamics AX

Lotus F1Insight and collaboration enable rapid advances in technology, design, and production

Customer Story


Products

• PowerBI• Skype• Microsoft Social

Engagement• CRM Online• Office 365• Media Services• Azure CDN• SharePoint

• Azure Machine Learning

• Stream Analytics• Azure SQL DB• Azure Storage• HD Storm• HD Insight


Appendix

Digital Transformation Portal - http://aka.ms/transformDigital Transformation Narrative – https://fm.clouddam.microsoft.com/en-us/asset/234694

Book of Dreams Landing Page:http://aka.ms/BookOfDreams

Additional Resources

EPG

Book of Dreams

Services PortfolioServices Portfolio Home - http://aka.ms/Portfolio

Integrated Solutions Landing Page:http://aka.ms/ISP

Integrated Solution

http://aka.ms/transform

https://fm.clouddam.microsoft.com/en-us/asset/234694

https://fm.clouddam.microsoft.com/en-us/asset/234694

http://aka.ms/BookOfDreams

http://aka.ms/Portfolio

http://aka.ms/ISP

Contributors and Reviewers (continued on next slide)Core

Development Team

Andy Eunson, David Meltzer, Eiko Ermold, Eve Enslow, J.D. Meier, J.P. DeCuire, Kristin Johnsen, Steve Sweetman

Contributors and Reviewers

USAdil Soofi, Ali Powell , Art Akerman, Atul Totre, Andrew Comas, Barry Robbinson, (MCS), Bill Malinak II, Bob Yates, Brian Loomis, Brian Otto, Brian Roach, Brook Karen, Celso Avelar, Chris Regan, Dan Weiss, Dave Bukovich, David Carroll, David Esposito, David Middleton, David Schroder, Dean Abrams, Ed McGinn, Edward Clark, Hilton Pereira, Hugo Martorelli, Jay Inman, Jeff Saper, Jerry Yang, Jim Burns, Jim DeMarco, Jim Smith, Joel Byford, John Roach, John Thompson, Jolly Kaur, Joseph Starwood, Kathy Cox, Keith Homiski, Ken Truitt, Keven Markham, Kevin Zhang, Kim Murphy, Kosma Zygouras, Marc Dencker, Marc Ashbrook, Marc Garcia, Manik Sarka, Matt Diamond, Matt Valentine, Matthew Slavin, Michael Sternberg, Mike Tokarcik, Mitchel Hudson, Nat Dodge, Nick Davenport, Pete DiPaola, Phillip Eng,

Rajan Dwivedi, Randy Hounsel, Ravi Mundhe, Rich Diaz, Rich Waller (Acting), Sarah Steiger, Sree Sundaram, Steven Hollinshead, Sunny Amin, Sue Ellen Jeffrey, Vivek Ratna, Will Macdonald

AustraliaAl Sheena, Itay Feldman (Adecco), Joe Dicarlo, Luanne Middleton-Cross, Martin Welsby, Matt Beer, Rita Arrigo, Salim Naim, Stan Kotlyar, Tuan Jean (TJ) Tee, Wayne Hart

CanadaAhmed Ayad, Attilio Bagnulo, Brad Clayton, Christine Trudeau, Daniel Martin, Evan Diamond, Gary Pronych, George Earl, Goran Skenderija, Ian Hunter, James Dzidek, James Sheppard, Jason Konoff, Jason Searle, John Gardner, JP Poinsignon, Mark Lamb, Michael Minnie, Pierre St-Aubin, Renaldo Scalabrino, Robert Wood,Shawn Roberts, Steven Major, Umit Tric

GermanyAlbert Kolb, Alexander Wicher, Andreas Brands, Andreas Kopp, Arnd Simon, Axel Schwarz, Bianca, Christian Peche, Christian Roller, Detlef Kaiser, Detlef Kraus-de Weerth, Domnik Langrehr, Doris Präger, Eric Pferrer, Frank Blankertz, Frank Kaleck, Henrik Leiste, Jens Neumann, Joerg Hassenbach, Jörg Stephan, Lei Liu, Marcus Kunde, Markus Raquet, Martin Beyer, Martin Diewald, Matthias Progscha, Michael Mueller, Nicole Lang, Ralf Hensel, Robert Brands, Ruediger Thomas, Simon Mattes, Steffen Futtere, Volkmar Eich, Volker Strasser

Many thanks to the following key contributors and reviewers:

Contributors and Reviewers (continued from previous slide)

Contributors and Reviewers

IndiaAbhrajit Ray, Aniruddha Sen, Ashish Kumar (ADHIKARI), Balasubramanian Somasundaram, Gopi Srinivasan, Guru Bharadwaj, Mohit Juneja, Pravin Kumar Mishra, Ramesh Paturi, Rathi Ranjan Dasqupta, Samir Shah (MCS), Srinivasa Sivakumar, Subhro Mukherjee, Tarun Malik, Vikram Munjal, Vishnu Bhavaraju

JapanAtsushi Marutani, Shinpei Misawa, Masahiro Utsu, Ryuichiro Hamada, Shogo Akashi, Yasuyuki Tsuchiya

Latin AmericaAlessandro Martins, Alexandre Nardi, Ana Atienzar Molpeceres, Daniel Juarez, Fernando Machado Piriz, Ian Webster, Jorge Diaz-Zapater, Jorge Morales Meneses, Lucia Serra, Luis Young, Rajiv Shah, Raul Flores Palacios, Roberto Garcia, Victor Alfonso Mendivil, Vijay Musuvathy, Waldir Arevolo de Azevedo Filho, Willman Garzon

S. AfricaAndre Truter, James Van Den Berg, Johan Klut, Khaliq Dollie, Khaliq Dollie, Kim Schulze, Robbi Laurenson, Rochelle Mountany, Rupert Nicolay, Tristan Naidoo

Western EuropeAlan Buglass, Aldo di Somma, Alessandro Lombardi, Alex Winch, Andrew Jones, Andrew Quinn, Andrew Read, Andy Smith, Andy Winskill, Angus Duncan, Bandar Alsharfi, Bernd Schneider, Colm O'Halloran, Dave Preedy, David Rowe, Edzard Paulussen, Ged Hickman, Gill Glover, Giuseppe Bordonali, Hemant Anand, Hugh Steele, Ian Burgess, Ian Crow, Ian Erridge, Ingrid Jack, James MacGregor, Jason Deskin, Jennifer Morrison, Jeremy Davey, Jerome Clement, Katharina Hofmueller, Kunal Kodkani, Mark Loughran, Markus Christen, Martin Eggimann, Martin Wilkins, Michael Vermeersch, Mike Myers, Nick Ryan, Paul Farnan, Paul Lidbetter, Peter Deane, Peter Simons, Philip Rowland, Roderick Morgan, Roger Chappé de Léonval, Serge Thomas, Shashi Rana, Simon Ripley, Simone Vicoli, Sonja Ridley, Stefan Fischer, Stephen Kell, Steve Williams, Stuart Murray, Sylvia Croxall, Thomas Palmié, Vivek Warrier

Documents

Digital Transformation Book of Dreams v1