across their front-o˜ce and back-o˜ce processes, while ...€¦ · CX vision and strategy. •...
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Codex 3920 © Copyright 2018, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners. FINANCIAL SERVICES ENERGY/ UTILITIES RETAIL LIFE SCIENCES HEALTHCARE INSURANCE MANUFACTURING TRANSPORTATION/ LOGISTICS Fused Converged Siloed 12% 22% 66% 22% 27% 51% 21% 26% 53% 15% 43% 42% 12% 40% 48% 12% 29% 59% 11% 44% 45% 8% 34% 58% Siloed Fused Converged 16% 32% 52% enterprise Excelling @ digital fusion requires In a survey of 500 business and technology leaders conducted for us by Forrester Consulting, we learned that This means they are able to harmonize their strategy across key processes, data, organization and technology. Those that fall short can take immediate steps to a fused state by setting a 2.5x Organizations that seamlessly fuse digital across their front-office and back-office processes, while emphasizing cross-functional collaboration, are more than likely to generate double digit growth. of the organizations studied have fully fused digital across their enterprises. LESS THAN ¼ clear customer experience vision. Converged: Digital change is seen to be a key component in the company’s strategic future, but coordinated execution may be difficult to achieve across functional business units of these organizations. Fused: Digital initiatives are driven by the desire to provide best-in-class customer experiences of these organizations. Siloed: Digital decision making is conducted independently within functional silos at these organizations. 24% are experiencing revenue growth of over 10%, on average. 50% are experiencing revenue growth of over 10%, on average. 62% are experiencing revenue growth of over 10%, on average. Enterprise Fusion Varies by Industry Fused Organizations are in the Minority The Fusion Disconnect: Most Enterprises Aren’t Built to Excel at Customer Experience. The Takeway: For Siloed Organizations: • Set and communicate an organization-wide CX vision and strategy. • Make cultural change a priority and eliminate stove pipes. • Amp up investment in digital operations, including cloud-based digital back-office capabilities. Our Recommendations 1. Connect around the customer journey: → Create small, cross-organization, Scrum-like teams for improving customer journeys. → Bring customers directly into the decision-making process. 2. Focus operational improvements on what customers value most: → Create innovation labs specifically to address improving business operations. → Engage a network of partners to deliver new operational capabilities fast. 3. Create a modern tech foundation that is loosely coupled and built for speed: → Make dramatic changes to tech strategy built on cloud-based and microservices architectures. → Extend your technology directly to customers for real speed. 4. Create and nurture a company culture that embraces change: → Invest in the human side — people and change. → Value behaviors and ethos, not just outcomes and roles. … Digitally Fused Enterprises Make CX a Focal Point LESS THAN 40% How Enterprises Can Become More Fused Siloed Converged Fused Organization has CCXO CX is a Top Priority of companies have aligned internal teams that put customers at the forefront of their digital activities. For Converged Organizations: • Take a more holistic approach to digital that is grounded in end-to-end customer journeys. • Invest in data quality ahead of the AI rush. • Embrace partners to accelerate business change through new ideas and modern practices. For Fused Organizations: • Exploit data, automation and AI. • Operate in a continuous improvement mode. To find out more, visit us at www.cognizant.com/fusion. 59% 65% 37% 25% 94% 80%
Transcript of across their front-o˜ce and back-o˜ce processes, while ...€¦ · CX vision and strategy. •...
Codex 3920
© Copyright 2018, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners.
FINANCIALSERVICES
ENERGY/UTILITIES RETAIL
LIFESCIENCES
HEALTHCAREINSURANCE MANUFACTURINGTRANSPORTATION/
LOGISTICS
Fused Converged Siloed
12%22%
66%
22%27%
51%
21%26%
53%
15%
43%
42%
12%
40%
48%
12%
29%
59%
11%
44%
45%
8%
34%
58%
Siloed
Fused
Converged
16%
32%
52%
enterpriseExcelling @ digital
fusionrequires
In a survey of 500 business and technology leaders conducted for us by Forrester Consulting, we learned that
This means they are able to harmonize their strategy across key processes, data, organization and technology.
Those that fall short can take immediate steps to a fused state by setting a
2.5x
Organizations that seamlessly fuse digital across their front-o�ce and back-o�ce processes, while emphasizing cross-functional collaboration, are more than
likely to generate double digit growth.
of the organizations studied have fully fused digital across their enterprises.
LESSTHAN ¼
clear customer experience vision.
Converged: Digital change is seen to be a key component in the company’s strategic future, but coordinated execution may be di�cult to achieve across functional business units of these organizations.
Fused: Digital initiatives are driven by the desire to provide best-in-class customer experiences of these organizations.
Siloed: Digital decision making is conducted independently within functional silos at these organizations.
24%
are experiencing revenue growth of over 10%, on average.
50%
are experiencing revenue growth of over 10%, on average.
62% are experiencing revenue growth of over 10%, on average.
Enterprise Fusion Varies by Industry
Fused Organizations are in the Minority
The Fusion Disconnect: Most Enterprises Aren’t Built to Excel at Customer Experience.
The Takeway:
For Siloed Organizations:• Set and communicate an organization-wide CX vision and strategy.• Make cultural change a priority and eliminate stove pipes.• Amp up investment in digital operations, including cloud-based digital back-o�ce capabilities.
OurRecommendations
1. Connect around the customer journey: → Create small, cross-organization, Scrum-like teams for improving customer journeys. → Bring customers directly into the decision-making process.
2. Focus operational improvements on what customers value most: → Create innovation labs specifically to address improving business operations. → Engage a network of partners to deliver new operational capabilities fast.
3. Create a modern tech foundation that is loosely coupled and built for speed: → Make dramatic changes to tech strategy built on cloud-based and microservices architectures. → Extend your technology directly to customers for real speed.
4. Create and nurture a company culture that embraces change: → Invest in the human side — people and change. → Value behaviors and ethos, not just outcomes and roles.
… Digitally FusedEnterprises
Make CX a Focal Point
LESSTHAN 40%
How Enterprises Can Become More Fused
SiloedConvergedFusedOrganization
has CCXOCX is a
Top Priority
of companies have aligned internal teams that put customers at the forefront of their digital activities.
For Converged Organizations:• Take a more holistic approach to digital that is grounded in end-to-end customer journeys.• Invest in data quality ahead of the AI rush.• Embrace partners to accelerate business change through new ideas and modern practices.
For Fused Organizations:• Exploit data, automation and AI.• Operate in a continuous improvement mode.
To find out more, visit us at www.cognizant.com/fusion.
59%
65%
37%
25%
94%
80%
