Digital TransformationWhat makes a digital master?

Simon ShortEVP, Head of Customer Success, EMEA

sshort@salesforce.com@simonsishort

Digital Revolution in the Age of the Customer

UK Fashion Retailer The Take–Away : Companies that focus on technology without cultural change do not thrive in the digital age.

Become a Digital Master

Transformation management intensity

Dig

ital i

nten

sity

Fashionistas Digital Masters

Beginners Conservatives

The MIT Model

26%Increase

Up toProfitability

Digital Masters Win

Digital has informed and amplified customer

expectations

Digital is removing traditional constraints in

operations

Digital business models can reorder value chains and

create new opportunities

BUSINESSMODEL

CUSTOMEREXPERIENCE OPERATIONS

Digitally-modified businessCustomer Understanding Process digitization

New digital businessTop Line Growth Worker enablement

Digital globalisationCustomer Touch Points Performance management

Transforming Business Models The building blocks of transformation

#4 TechnologyFuse IT & business communities to build digital skills & transform technology platforms

# 1 VisionCreate a shared transformative vision of the digital future

# 2 EngagementEngage employees at scale to make vision a reality

#3 GovernanceEstablish strong digital governance to steer the course

Leadership is the Key to Digital Advantage

Sustain the Transformation

• Build Foundation Skills• Align Incentives & Rewards• Measure, Monitor & Iterate

Frame the Digital Challenge

• Build Awareness/Understand Impact

• Know your Starting Point• Craft Vision & Align Top Team

Focus Investments

• Translate Vision into Action• Build Your Governance• Fund the Transformation

Mobilize the Organization

• Signal your Ambitions• Earn the Right to Engage• Set New Behavior & Evolve Culture

Start your Digital Transformation Today

Brick-and-Mortar RetailerApps Company

Home Controls ManufacturerApps Company

Shopping Center OperatorApps Company

Don’t get left behind Every organization is committed to digital progress

Seamless Meshing of Physical and Digital

Experiences

Smart Investments in Digital Channels Data-Driven Insights

Bringing it Together

An Outside-In Approach

Leadership and Governance: Business and IT Together

A single platform to join all touch points

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