Value propositionCustomer First

“ Price is what you pay, value is what you get ” - Warren Buffet

Value proposition in a digital environment is no longer defined by the industry – it is defined by the customer, forcing companies to be ahead of customers in a continuous path of discovery of new business opportunities. According to Michael Porter’s Model, a proper value proposition answers three main questions:

which costumers?

What ends users
and channels?

which needs?

Which products,
services, features?

what relative price?

Premium or discount?

From Analog to Digital

The Four Ds to Survive the
Current Digital Environment

CUSTOMER EXPERIENCEin the Digital Economy

The Customer Experience Pillar is focused on improving the overall customer interactions with the company during the customer´s journey from awareness to advocacy. Customer expectations in the current digital economy have shifted greatly and are defined by six main aspects:

• They have high expectations.
• They require an immediate return.
• They usually demand multiple choices.
• The channels used are irrelevant.
• Social media and influencers are a source of trust.
• One single bad experience might have long-term consequences.

How do companies to face Customer Experience?

According to several studies, 76% of customers expect companies to understand their needs and necessities. Companies today have had to adapt to a rapid speed. Corporations such as Infosys approach this situation in different ways and only a third of todays businesses manage to satisfy the demanding customer experienceCX and can deliver high-quality experiences with firm strategies

“ The customer experience in a live enterprise rests on sentient principles. Because the platform is continually sensing, observing, learning, and optimizing user action,s the experience delivered keeps getting better and more relevant. Automated processes, low latency and straight-through processing are the drivers of this experience. At the same time, attention to privacy is paramount and crucial in ensuring uptake from the end-user ” - Rajesh

Steps for Creating an Outstanding Customer Experience

OPERATIONAL PROCESSESin the Digital Economy

Operational processes where optimization and continuous business processes re-design is key to increase company agilities in the different areas of the value chain.

What is a Process?

A collection of related events, activities, and decisions which involve several actors and resources which collectively lead to an outcome that is of value to an organization or its customers. Business processes occur in all organizational levels, and they may or may not be visible to customers.

A business process may often be visualized (modeled) as a flowchart of a sequence of activities.

Business Process Lifecycle

A business process may often be visualized (modeled) as a flowchart of a sequence of activities. Click on the squares below to display the explanation.

Process Identification: Process identification refers to systematically defining business processes of organization and establishing criteria to select processes for improvement. Is it a process at all? Can the process be controlled?

Business Processes Management (BPM)

The Business Processes Management Model provides a variety of tools and methodologies to analyze, design, optimize processes. It is used by firms to manage business process redesign.

“ The impact on operational processes across the enterprise has been quite dramatic. The key here has been completely to re-imagine enterprise processes using the principles of sentient design, instead of making incremental improvements to process performance. This holistic and transformational approach has achieved exponential improvements in process agility. Use the sentience principles to deeply analyze each enterprise cross-functional process; actively leveraging the live enterprise platform digital capabilities – like digital brain and analyzing the experience and process design together are some of the factors that have driven real changes at Infosys core in terms of operational processes. ” - Nabarun

BUSINESS MODELSin the Digital Economy

Business Models are innovative methodologies which help us reinvent the way the company makes a business impact. They provide a more holistic perspective than a financial focused on content or product model or the ones focused on the experience and the platform or channel.

“ All it really means is how you planned to make money ” - Michael Lewis

The Customer Experience Pillar is focused on improving the overall customer interactions with the company during the customer´s journey from awareness to advocacy. Customer expectations in the current digital economy have shifted greatly and are defined by six main aspects:

• By helping Infosys deliver current services better.
• By helping Infosys conceptualize and deliver new industry platforms.
• By being a thought partner to their clients and helping them apply the Live Enterprise thinking.

Innovation Adoption Curve

Four Digital Business Models

The simplest explanation according to journalist Michael Lewis is, “All it really means is how you planned to make money”. In the digital ecosystem, there are four key types that most companies fall under.

Why Platforms are Incredibly
Successful in the Digital Economy

But how do we manage this?

ContentWhat is consumed?

Product information, price and use details, digital such as e-book, e-services, accounts, movies, software.

ExperienceHow is packaged?

Experience can include customer-facing digitized business processes, community and customer inputs, expertise for informed decision making, recommendations, tool and interfaces.

Platformhow is delivered?

Internal: other business processes, customer data and technology.
External: proprietary hardware, public networks, partners.

PEOPLE, CULTURE AND TALENTin the Digital Economy

People, culture, and talent pillar implements and fosters a culture of innovation where our internal and external talent can flourish in our company.

What is innovation?

Innovation is the application of creative ideas, knowledge, or new technology, to a product or service, process, or business model that is accepted by markets and society.

Closed vs Open Innovation

Nowadays in a VUCA environment, companies must decide if they have the capabilities to keep path with an innovative ecosystem from an internal perspective or need to open themselves up to a wider environment where collaboration becomes key to be able to bring outside ideas and resources to strengthen internal innovation processes. Open innovation is a must.

The Holistic Innovation Wheel

Skills Needed in the Digital Ecosystem

“ Live Enterprise, as it connotes is a reflection of how the corporate organization should and does mimic a living entity. The ability to sense, respond and re-align are not just human instincts anymore, but an integral part of the response routines of the Live Enterprise. Infosys has always been an active investor in and proponent of employee-centric attitudes.

As a global organization, it has always been important to respect and yet unify myriad cultures into mainstream ways of working. Live Enterprise has been a natural progression for the employees. It mirrors, in many ways, the agility, nimbleness peppered with a social consciousness that meets us in every interaction both in nature and in the real world.” - Thiru, Infosys

The OCI Circumplex: 3 Clusters of Behaviors

OCI measures organizational behaviors and how they impact the effectiveness of the organization. It measures behavioral norms and expectations – what it takes for you and people like yourself to “fit in” and meet expectations in your organization. Behaviors can be developed in a way that make both teams and the individuals within them more effective.

EMERGING TECHNOLOGIESin the Digital Economy

Artificial Intelligence, Machine Learning, Edge Computing, Quantum Computing, etc. Nowadays the amount of technological resources we have to our reach are overwhelming, but useful tools when performing a digital transformation process.

E.R.P.

I.O.T.

A.I.

Big data

Enterprises most be suited and adapted to the use of these technologies. They must have a solid integrated Enterprise System with the following elements:

• Agility and Speed: 200k+ person strong organization to have the speed and agility of a start-up.
• Responsiveness: Increase the velocity of reaction and response to a rapidly changing external environment.
• Velocity of Ideas: Increase the velocity of ideas within to leverage the collective ideas, insights, experience and knowledge we have.

IoT or internet of things

Also known as Machine to Machine (M2M), Skynet or Internet of Everything.

IoT is the network of physical objects—devices, vehicles, buildings and other items embedded with electronics, software, sensors, and network connectivity—that enables these objects to collect and exchange data. Its main characteristics are: Heterogeneous, Large scale, Dominant

Main obstacles or challenges that the Internet of Things involve are:

Big data and Artificial Intelligence

“Big Data” exceeds the capacity of traditional analytics and information management paradigms across what is known as the 4 Vs: Volume, Variety, Velocity, and Veracity

Which is the biggest opportunity for Big Data in your organization?

85% of Fortune 500 organizations will be unable to exploit big data for competitive advantage. Business analytics needs will drive 70% of investments in the expansion and modernization of information infrastructure. Decision Making 43%; Processes Automation 12%; Insight Discovery 45%;