Digitalization – a new lifestyle · banks globally have a single customer view and . 36% . banks offer real - time personalized offerings. ... Seamless multichannel experience Whenever,

© 2015 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 1

Digitalization – a new lifestyle Carl-Henrik Hallström Head of the Nordic Region

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“what do we do about digital?”


“digital is a lifestyle not a technology”


What is digital transformation?


The nine elements of digital transformation

Customer Experience

Business Models

Process digitization Worker enablement Performance

management

Customer understanding Top-line growth Customer touch points

Digitally modified businesses

New digital products Digital globalization

Source: The Nine Elements of Digital Transformation, George Westerman and Andrew McAfee, MIT Sloan Review

Operational Processes

Presentatör

Presentationsanteckningar

Source: The Nine Elements of Digital Transformation, George Westerman and Andrew McAfee, MIT Sloan Review


Driving customer experience and being Driving customer experience and being customer centric can be a key differentiator; Social and mobile plays a critical role

CUSTOMER UNDERSTANDING

35% banks globally have a single customer view and 36% banks offer real-time personalized offerings

TOP-LINE GROWTH

53% Utility CXOs consider improvement in technology as a key focus area to drive customer centricity, in turn driving top line growth

CUSTOMER TOUCH POINTS

Organizations are enhancing customer service by significantly investing in digital initiatives such as social media, apps, etc. 1. 92% CG CXOs believe that optimizing consumer experience is their

topmost priority 2. Web retailers have seen a growth of 28% over the previous year, total

business for banks and retailers from mobile channels: 129% rise from smartphones and 178% lift from tablets

Presentatör


Source: The Nine Elements of Digital Transformation, George Westerman and Andrew McAfee, MIT Sloan Review, Forbes Insights Wipro Report – Digital Transformation in Consumer Goods, K@W CIO Series Article – Travel Industry Taps Technology to Win Over Customers (RCCL and Wipro), Utility Week Customer Centricity Research 2014 commissioned by Wipro, Blog: The New Path to Purchase, Research Report: The Global Retail Banking Digital Marketing Report 2013 by EFMA commissioned by Wipro


State of digital transformation State of digital transformation – who is taking the lead?

Presentatör


Source: Altimeter Group Digital Transformation Survey, 2014. N=59


Digital transformation impacts business models

Customer Centricity

Product & Service

Innovation

Distribution, Marketing and Sales

Digital Fulfillment

Risk Optimization

Enhanced Corporate

Control

Seamless multichannel experience Whenever, where ever service propositions

New digital products and services Co-creation of new products

Digital marketing with high ROI Digital augmentation of traditional channels

Full straight-through processing and automatic provisioning Virtual servicing and administration

Improved targeting with customer insights Embedded automated control and risk

profiling

Improved real-time MIS and decision making

Seamless integration into third-parties DECISION MAKING

CONNECTIVITY

INNOVATION AUTOMATION

Digital transformation impacts business models because it reshapes every aspect of a modern enterprise

Presentatör


Source: The Nine Elements of Digital Transformation, George Westerman and Andrew McAfee, MIT Sloan Review, , Finding your digital sweet spot, McKinsey & Co. – Refer, Technology start-ups changing the course of business, Wipro Insights,, GE’s Brilliant Factory - Manufacturing and the Data Conundrum Report, Wipro, , Tesco’s entry strategy in South Korea - Rise of the Consumer Focused Enterprise, Forrester


Benefits of digital transformation

Updated Company vision

Thriving culture Of innovation

Improved Customer journey

Greater Competitive advantages

Increased internal collaboration

More empower workforce

Improved efficiency

Deeper data analysis

Increased customer Conversion and loyalty

Source: Digital Transformation – Why and how companies are investing in new business models to lead digital customer experience, Altimeter Group

Presentatör


Source: Digital Transformation – Why and how companies are investing in new business models to lead digital customer experience, Altimeter Group


….. strategic shifts


CUSTOMERS EXPECT YOUR BRAND TO EVOLVE TO SUPPORT

THEIR DIGITAL LIFE


WiproDigital™ WiproDigital™: Driving ‘customer journey engineering’ through holistic digital solutions

Presentatör


SVENSKA: Wipro är en global digital partner som hjälper kunderna att anpassa sin arbetsstyrka, processer, plattformar och teknik kring kundresan och de saker som betyder mest för kunderna. Vi fokuserar på tre enhetliga digitala områden: Strategi Design Teknik Vi arbetar med överlappningen av dessa funktioner för att härleda kunskap, forma samverkan, utveckla integration och frigöra innovation - med kundens resa i centrum i allt vi gör. ENGELSKA: Wipro is a global digital partner helping clients align their workforce, processes, platforms, and technology around the customer journey and the things that matter most to their customers. We focus on 3 convergent digital areas: Strategy Design Technology We operate at the overlap of these functions to derive insight, shape interaction, develop integration and unlock innovation - with the customer's journey at the centre of everything we do.


Presence & scale

• Started the Nordic operations in 2006 • Present in all Nordic countries • Working in the Nordic region for over 12+ years • Over 3500 consultants working for Nordic

clients, approx. 300+ present locally • 4 delivery centres in the Nordic Region • $250M turnover across the Nordic region • A ´glocal’ organization where the local handles

the relationship & the global handles the change & innovation

Strategic objectives for 2017

• Double the business in the next 3 years • Full service offerings across all verticals • Grow to a 700 people organisation • Invest in local delivery capabilities

Wipro in the Nordic Region


Thank You Carl-Henrik Hallström

[email protected] Head of the Nordic Region

Documents

Digitalization – a new lifestyle · banks globally have a single customer view and . 36% . banks offer real - time personalized offerings. ... Seamless multichannel experience Whenever,