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Managing Digital Transformation Masterclass June 2016

[email protected] / @jcaudron / +32 475 43 80 98

Are you an active social media user?

Hi, I’m Jo Caudron Active in digital since 1993 Internet entrepreneur involved in 20+ start-ups. Founding Partner of

Do you embrace new technology?

Who are you? Do you get your kicks from new business models?

Sold in 40 countries!

A story about Transformation @jcaudron

Long term strategy

•

we are a digital and innovative marketing consulting company

•

founded in 2009 as Dearmedia, now the nucleus of the Duval Union ecosystem

•

we work for large European clients

•

we have a strong vision on the impact of digital and act accordingly

•

we are advisors, writers, coaches and entrepreneurs

@jcaudron

Short term strategy

Fixing the basics

@jcaudron

Digital Transformation is a complex and never-ending journey

TRANSFORMATION STRATEGY

DIGITAL LEADERSHIP & CAPABILITIES

ASSESS TEAMS

CUSTOMER ENGAGEMENT CHANNELS

SCAN MARKET TRENDS & INTERNAL DIGITAL READINESS

TRAIN & COACH

CHANNEL STRATEGY

ROLL-OUT DIGITAL OFFICE

POLICY & GOVERNANCE

RUN DIGITAL OFFICE

SET-UP AND ROLL-OUT

RUN

PLATFORM DESIGN IMPACT ANALYSIS

REQUIREMENTS

RFP CREATION

PARTNER SELECTION

DEVELOPMENT

LAUNCH

NORTH STAR VISION OF YOUR FUTURE

BUSINESS/SERVICE/ PRODUCT DESIGN TRADITIONAL BUSINESS TRANSFORMATION STRATEGY

ROADMAP

START-UP BUSINESS

TRADITIONAL BUSINESS MODEL

START-UP BUSINESS MODEL

PROJECT KICK-OFF

START-UP KICKOFF (FUNDING, INCUBATION)

RUN PROGRAM/ DEVISION/…

RUN START-UP (COACHING, ADVICE)

THE BORING VERSION STRATEGY

PLANNING

DEPLOYMENT

OPERATION

TRANSFORMATION STRATEGY

DIGITAL LEADERSHIP

INSTALL DIGITAL OFFICE

RUN DIGITAL OFFICE

•

• • •

• • •

•

•

INSPIRATION IMPACT ANALYSIS IDEATION

TRANSFORMATION VISION MISSION STRATEGIC MODELS

TRANSFORMATION ROADMAP

•

ASSESSMENT CONTAINMENT DEVELOPMENT

• • •

DEFINE CHANNELS PEOPLE PROCESS

• • •

SOCIAL STRATEGY & POLICY TRAINING COACHING CONTENT MARKETING PRINCIPLES

• • •

SOCIAL CHANNEL SET-UP CONTENT MARKETING SET-UP AMBASSADORSHIP SET-UP

• •

• • • •

STRATEGIC REQUIREMENTS FUNCTIONAL REQUIREMENTS SERVICE DESIGN RFP PREPARATION

• • •

PARTNERS • •

PARTNER/VENDOR SELECTION DEVELOPMENT COACHING & GUIDANCE

CDO AS A SERVICE RUN DIGITAL OFFICE AD INTERIM STAFF DIGITAL OFFICE AD INTERIM

RUN CHANNELS

•

PLATFORM

DIGITAL AGENDA

•

BUILD CHANNELS

DIGITAL •

TEAM SCOPING & DEFINITION CDO SCOPING & REQUIREMENTS ASSISTANCE IN RECRUITMENT

SOCIAL MNGR AS A SERVICE CONTENT MNGR AS A SERVICE STAFF SOCIAL TEAM AD INTERIM STAFF CONTENT TEAM AD INTERIM

PROJECTS & PROGRAMS • •

PROJECT MANAGEMENT PROGRAM MANAGEMENT

TRENDWATCHING BUSINESS • • •

TREND HUB START-UP DATABASE QUALITATIVE STORIES

• •

BUSINESS MODEL DEFINITION START-UP BOOTCAMPS

KICK-OFF START-UP • • •

INCUBATION INVESTMENT VTC

RUN START-UP • • •

START-UP COACHING BOARD ADVISORY RUN VTC

Capabilities & Leadership Solutions

Customer Engagement Solutions

Service, Product & Platform Design

Business Guidance

Part 1 Setting the stage, about Digital Transformation

TRANSFORMATION STRATEGY

DIGITAL LEADERSHIP & CAPABILITIES

ASSESS TEAMS

CUSTOMER ENGAGEMENT CHANNELS

SCAN MARKET TRENDS & INTERNAL DIGITAL READINESS

TRAIN & COACH

CHANNEL STRATEGY

ROLL-OUT DIGITAL OFFICE

POLICY & GOVERNANCE

RUN DIGITAL OFFICE

SET-UP AND ROLL-OUT

RUN

PLATFORM DESIGN IMPACT ANALYSIS

REQUIREMENTS

RFP CREATION

PARTNER SELECTION

DEVELOPMENT

LAUNCH

NORTH STAR VISION OF YOUR FUTURE

BUSINESS/SERVICE/ PRODUCT DESIGN TRADITIONAL BUSINESS TRANSFORMATION STRATEGY

ROADMAP

START-UP BUSINESS

TRADITIONAL BUSINESS MODEL

START-UP BUSINESS MODEL

PROJECT KICK-OFF

START-UP KICKOFF (FUNDING, INCUBATION)

RUN PROGRAM/ DEVISION/…

RUN START-UP (COACHING, ADVICE)

Digital disruption is real. Expect a smack in the face…

who is your…

100.000

jobs in banking got lost in 2015, because of digital disruption (Antony Jenkins, the former CEO of Barclays)

Where did the money go?

You have a choice

Modeling

Disruption

Transformation

@jcaudron

You have a choice

Modeling

Insight Disruption

Fear Transformation

@jcaudron

Direction

WAVES OF DISRUPTION

1995+

2010+

2015+

2020

Music Photography Video Rental …

Print Media TV Travel HR …

Retail Healthcare Automotive Education Telco Food FMCG Banking/Insurance …

All Safe havens will be subject to digital disruption …

What can we learn?

@jcaudron

What can we learn?

@jcaudron

Digital Disruption is a story of…

%

This is NOT our story YOU We are COMPLIANT! We are a TRUSTED partner! We have DECADES of experience! We are on SOCIAL MEDIA!

THEM

THIS is our story: the substantial minority YOU

Uhh..ok

THEM

But your app sucks

Hey this solves my problem!

We are COMPLIANT! We are a TRUSTED partner! We have DECADES of experience! We are on SOCIAL MEDIA! I want experience Cheaper AND better service?

I don’t want to wait a week

The Tipping Point

YOU

THEM

Part 2 Understanding Digital Disruption

Lack of understanding creates fear

Putting things in a frame creates insights

•

What can we learn?

The relationship with the market changes

Technology becomes part of everything we do

People participate, share and co-create their future

New experiences in product, service & packaging

Glass House

Cyborg

Package

THE WHEEL OF CHANGE Participant

The position in the value chain changes

Frog

Traveller Mobile gives access to everything, everywhere, every time

Gatekeeper New experts and our peers decide what matters

Glass House

Cyborg

Package

Media Participant

Frog

Traveller

Gatekeeper

versus

Glass House

Cyborg

Package

Retail Participant

Frog

Traveller

Gatekeeper

Glass House

Cyborg

Package

Food Participant

Frog

Traveller

Gatekeeper

The relationship with the market changes

Technology becomes part of everything we do

People participate, share and co-create their future

New experiences in product, service & packaging

Glass House

Cyborg

Package

Banking Participant

The position in the value chain changes

Frog

Traveller Mobile gives access to everything, everywhere, every time

Gatekeeper New experts and our peers decide what matters

Glass House

Cyborg

Package

Health Participant

Frog

Traveller

Gatekeeper

Glass House

Cyborg

Automotive

Package

Participant

Frog

Traveller

Gatekeeper

versus Glass House

Cyborg

Package

Publishing Participant

Frog

Traveller

Gatekeeper

Client The relationship with the market changes

Technology

Group

Technology becomes part of everything we do

People participate, share and co-create their future

New experiences in product, service & packaging

Glass House

Cyborg

Who’s next?

Package

Participant

Place

The position in the value chain changes

Frog

Traveller Mobile gives access to everything, everywhere, every time

Product

Gatekeeper New experts and our peers decide what matters

Competition

Channel

So, did this scare you or inspire you?

Part 3 Creating a Digital Transformation Strategy

TRANSFORMATION STRATEGY

DIGITAL LEADERSHIP & CAPABILITIES

ASSESS TEAMS

CUSTOMER ENGAGEMENT CHANNELS

SCAN MARKET TRENDS & INTERNAL DIGITAL READINESS

TRAIN & COACH

CHANNEL STRATEGY

ROLL-OUT DIGITAL OFFICE

POLICY & GOVERNANCE

RUN DIGITAL OFFICE

SET-UP AND ROLL-OUT

RUN

PLATFORM DESIGN IMPACT ANALYSIS

REQUIREMENTS

RFP CREATION

PARTNER SELECTION

DEVELOPMENT

LAUNCH

NORTH STAR VISION OF YOUR FUTURE

BUSINESS/SERVICE/ PRODUCT DESIGN TRADITIONAL BUSINESS TRANSFORMATION STRATEGY

ROADMAP

START-UP BUSINESS

TRADITIONAL BUSINESS MODEL

START-UP BUSINESS MODEL

PROJECT KICK-OFF

START-UP KICKOFF (FUNDING, INCUBATION)

RUN PROGRAM/ DEVISION/…

RUN START-UP (COACHING, ADVICE)

Steps

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment

2. Strategy

3. Roadmap

• Project organization • Deskwork & Research • Intake interviews

• Workshops 1 & 2,
 Inspiration, Impact & Ideas • Workshops 3, 
 Scenario Planning + Strategy Development

• Workshops 4 & 5, 
 Business Idea Development + Digital Agenda

Specs

Deliverables

Deskwork

Interviews

Deskwork

Workshop Day 1

Workshop Day 2

Deskwork

Workshop Day 3

Deskwork

Workshop Day 4

Workshop Day 5

Deskwork

4. Business Cases

5. Debriefing

• Workshops 6 & 7, 
 Detailing of selected ideas/ projects in business cases

Workshop Day 6

Workshop Day 7

Deskwork

• Final session with key stakeholders • Discussion of possible next steps

Closing presentation

• Intake report, not for broad distribution

• Digital Disruption Inspiration document • Impact Analysis • Future scenarios + Transformation Vision • Transformation Strategy: mission, people, process, platform

• Roadmap of problems and solutions • Digital Agenda with highlevel architecture consisting of prioritized building blocks • Programs and projects for transformation

• High-level business cases for 2-3 selected programs

• Final report

• 1d client time • SPOC + key people

• 3d client time • Strategy Group

• 2d client time • Concept Group

• 2d client time • Business Group

• 0,5d client time • Concept Group

next steps

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment Start •• •• ••

Project Project organization organization Deskwork & Deskwork & Research Research Intake Intake interviews interviews

Deskwork

Interviews

2. Strategy Strategy

3. Roadmap Concept

•• Workshops Workshops 1 1& & 2,
 2,
 Inspiration, Inspiration, Impact Impact & & Ideas Ideas •• Workshops Workshops 3, 3, 

 Scenario Scenario Planning Planning + + Strategy Strategy Development Development

•• Workshops Workshops 4 4& & 5, 5, 

 Business Business Idea Idea Development Development + + Digital Digital Agenda Agenda

4. Business Business Cases Case •• Workshops Workshops 6 6& & 7, 7, 

 Detailing Detailing of of selected selected ideas/ ideas/ projects projects in in business business cases cases

5. Debriefing Debriefing •• Final Final session session with with key key stakeholders stakeholders •• Discussion Discussion of of possible possible next next steps steps

Deskwork

• Intake report, not for broad distribution

Via desk research and targeted interviews we create the basic strategic and tactical insights to understand the customer, the market, the (digital) challenges and opportunities. The outcome is a detailed interview-document that is not for broad distribution but captures the key insights, fears, opportunities, … as expressed by the people interviewed.

• 1d client time • SPOC + key people

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment Start •• •• ••

Project Project organization organization Deskwork & Deskwork & Research Research Intake Intake interviews interviews

2. Strategy Strategy

3. Roadmap Concept

•• Workshops Workshops 1 1& & 2,
 2,
 Inspiration, Inspiration, Impact Impact & & Ideas Ideas •• Workshops Workshops 3, 3, 

 Scenario Scenario Planning Planning + + Strategy Strategy Development Development

•• Workshops Workshops 4 4& & 5, 5, 

 Business Business Idea Idea Development Development + + Digital Digital Agenda Agenda

4. Business Business Cases Case •• Workshops Workshops 6 6& & 7, 7, 

 Detailing Detailing of of selected selected ideas/ ideas/ projects projects in in business business cases cases

5. Debriefing Debriefing •• Final Final session session with with key key stakeholders stakeholders •• Discussion Discussion of of possible possible next next steps steps

During the first days of the strategy workshops, we work around the 3i principle: Inspiration, Impact, Ideation. Workshop Day 1

Workshop Day 2

Deskwork

Workshop Day 3

• Digital Disruption Inspiration document • Impact Analysis • Future scenarios + Transformation Vision • Transformation Strategy: mission, people, process, platform

• 3d client time • Strategy Group

The basis for the impact analysis is an extended slide deck with relevant cases of digital disruption in the clients industry. We give dozens of relevant disruptive examples, grouped by our 7 metaphors of disruption.

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment Start •• •• ••

Project Project organization organization Deskwork & Deskwork & Research Research Intake Intake interviews interviews

2. Strategy Strategy

3. Roadmap Concept

•• Workshops Workshops 1 1& & 2,
 2,
 Inspiration, Inspiration, Impact Impact & & Ideas Ideas •• Workshops Workshops 3, 3, 

 Scenario Scenario Planning Planning + + Strategy Strategy Development Development

•• Workshops Workshops 4 4& & 5, 5, 

 Business Business Idea Idea Development Development + + Digital Digital Agenda Agenda

Workshop Day 1

Workshop Day 2

Deskwork

Workshop Day 3

• Digital Disruption Inspiration document • Impact Analysis • Future scenarios + Transformation Vision • Transformation Strategy: mission, people, process, platform

• 3d client time • Strategy Group

4. Business Business Cases Case •• Workshops Workshops 6 6& & 7, 7, 

 Detailing Detailing of of selected selected ideas/ ideas/ projects projects in in business business cases cases

5. Debriefing Debriefing •• Final Final session session with with key key stakeholders stakeholders •• Discussion Discussion of of possible possible next next steps steps

Based in the discussion triggered by the examples, we perform an impact analysis that is captured in a scorecard, visually showing the current digital readiness of the company.

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment Start •• •• ••

Project Project organization organization Deskwork & Deskwork & Research Research Intake Intake interviews interviews

2. Strategy Strategy

3. Roadmap Concept

•• Workshops Workshops 1 1& & 2,
 2,
 Inspiration, Inspiration, Impact Impact & & Ideas Ideas •• Workshops Workshops 3, 3, 

 Scenario Scenario Planning Planning + + Strategy Strategy Development Development

•• Workshops Workshops 4 4& & 5, 5, 

 Business Business Idea Idea Development Development + + Digital Digital Agenda Agenda

Workshop Day 1

Workshop Day 2

Deskwork

Workshop Day 3

• Digital Disruption Inspiration document • Impact Analysis • Future scenarios + Transformation Vision • Transformation Strategy: mission, people, process, platform

• 3d client time • Strategy Group

4. Business Business Cases Case

5. Debriefing Debriefing •• Final Final session session with with key key stakeholders stakeholders •• Discussion Discussion of of possible possible next next ideas steps steps

•• Workshops Workshops 6 6& & 7, 7, 

 Detailing this phase isof list of ideas/ possible Detailing ofaselected selected ideas/ projects business cases 7 metaphors projects in in of business disruption. cases These

The third outcome of focussed around the ideas will be used later to map on the market problems.

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment Start •• •• ••

Project Project organization organization Deskwork & Deskwork & Research Research Intake Intake interviews interviews

2. Strategy Strategy

3. Roadmap Concept

•• Workshops Workshops 1 1& & 2,
 2,
 Inspiration, Inspiration, Impact Impact & & Ideas Ideas •• Workshops Workshops 3, 3, 

 Scenario Scenario Planning Planning + + Strategy Strategy Development Development

•• Workshops Workshops 4 4& & 5, 5, 

 Business Business Idea Idea Development Development + + Digital Digital Agenda Agenda

Workshop Day 1

Workshop Day 2

Deskwork

Workshop Day 3

• Digital Disruption Inspiration document • Impact Analysis • Future scenarios + Transformation Vision • Transformation Strategy: mission, people, process, platform

• 3d client time • Strategy Group

4. Business Business Cases Case •• Workshops Workshops 6 6& & 7, 7, 

 Detailing Detailing of of selected selected ideas/ ideas/ projects projects in in business business cases cases

5. Debriefing Debriefing •• Final Final session session with with key key stakeholders stakeholders •• Discussion Discussion of of possible possible next next steps steps

One part of the exercise is to capture the situation of the company: internal culture, the ability to execute (resources, capabilities, …) and the market situation.

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment Start •• •• ••

Project Project organization organization Deskwork & Deskwork & Research Research Intake Intake interviews interviews

2. Strategy Strategy

3. Roadmap Concept

•• Workshops Workshops 1 1& & 2,
 2,
 Inspiration, Inspiration, Impact Impact & & Ideas Ideas •• Workshops Workshops 3, 3, 

 Scenario Scenario Planning Planning + + Strategy Strategy Development Development

•• Workshops Workshops 4 4& & 5, 5, 

 Business Business Idea Idea Development Development + + 6 & 

 •• Workshops Digital Agenda Workshops 6to & 7, 7, Digital Agenda The last day in the exercise is used create a Detailing Detailing of of selected selected ideas/ ideas/ transformation vision and toprojects translate this cases into a projects in in business business cases

Workshop Day 1

Workshop Day 2

Deskwork

Workshop Day 3

• Digital Disruption Inspiration document • Impact Analysis • Future scenarios + Transformation Vision • Transformation Strategy: mission, people, process, platform

• 3d client time • Strategy Group

4. Business Business Cases Case

5. Debriefing Debriefing •• Final Final session session with with key key stakeholders stakeholders •• Discussion Discussion of of possible possible next next steps steps

clearly defined transformation strategy. This is done by means of scenario planning, providing a description of 4 possible futures.

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment Start •• •• ••

Project Project organization organization Deskwork & Deskwork & Research Research Intake Intake interviews interviews

2. Strategy Strategy

3. Roadmap Concept

•• Workshops Workshops 1 1& & 2,
 2,
 Inspiration, Inspiration, Impact Impact & & Ideas Ideas •• Workshops Workshops 3, 3, 

 Scenario Scenario Planning Planning + + Strategy Strategy Development Development

•• Workshops Workshops 4 4& & 5, 5, 

 Business Business Idea Idea Development Development + + Digital Digital Agenda Agenda

Workshop Day 1

Workshop Day 2

Deskwork

Workshop Day 3

• Digital Disruption Inspiration document • Impact Analysis • Future scenarios + Transformation Vision • Transformation Strategy: mission, people, process, platform

• 3d client time • Strategy Group

4. Business Business Cases Case •• Workshops Workshops 6 6& & 7, 7, 

 Detailing Detailing of of selected selected ideas/ ideas/ projects projects in in business business cases cases

Based on the preferred future (the transformation vision), a transformation mission is defined and translated into strategic models, actions on the level of people, process and platform.

5. Debriefing Debriefing •• Final Final session session with with key key stakeholders stakeholders •• Discussion Discussion of of possible possible next next steps steps

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment Start •• •• ••

Project Project organization organization Deskwork & Deskwork & Research Research Intake Intake interviews interviews

2. Strategy Strategy

3. Roadmap

• Workshops 1 & 2,
 Inspiration, Impact & Ideas • Workshops 3, 
 Scenario Planning + Strategy Development

• Workshops 4 & 5, 
 Business Idea Development + Digital Agenda

Deskwork

Workshop Day 4

Workshop Day 5

Deskwork

• Roadmap of problems and solutions • Digital Agenda with highlevel architecture consisting of prioritized building blocks • Programs and projects for transformation

• 2d client time • Concept Group

4. Business Business Cases Case •• Workshops Workshops 6 6& & 7, 7, 

 Detailing Detailing of of selected selected ideas/ ideas/ projects projects in in business business cases cases

5. Debriefing Debriefing •• Final Final session session with with key key stakeholders stakeholders •• Discussion Discussion of of possible possible next next steps steps

Problem Thinking

Innovation, the new way

“Houston, we have a (great) problem”

We are not looking for Great Ideas

We are looking for Great Problems (that need solving)

Great Problems are rooted in strong emotions caring, comfort, convenience, security, curiosity, greed, love, ego, laziness, belonging, …

Great Problems need Great Solutions People are not looking for products, services or technology, they are looking for solutions to their problems.

Great Solutions consist of one or more functions

They are delivered through products or services

They are facilitated by relevant technology

Great Solutions have a clear “Currency of Change” These are the benefits that will drive the adoption of this innovative solutions. What is the positive change, you bring to the lives of people? Is it big enough to change peoples preference?

(financial) benefits, speed, convenience, belonging, …

Most current game changers are not based on high-tech. They are based on a better way to solve a basic problem, using simple and relevant technology, to actually improve peoples lives…

Imagine a day at Samsung “I have a great idea: let’s build a connected fridge!”

“OK, what problem(s) would that solve?”

“What solutions would also solve the problem”?

Fresh food, safety

A connected fridge

Inspiration and help

Food sensors (as you eat)

Convenience (e-shopping)

A daily personal butler services for groceries

“Products we could build”

Step 7: Detail Key Programs Step 6: Write Digital Agenda Step 5: Apply Transformation Funnel Step 4: List Solutions Step 3: Prioritize Problems Step 2: List Problems Step 1: Define Stakeholders

Incumbents (you)

The Classics

The Converted

(mentally) older generation that will not go digital soon

slowly getting involved with digital and embracing it.

no longer open to changes brought by digital

they expect the digital services to be a translation of the traditional services.

they make you stretch the traditional business as long as possible

most of the digital investments today are focused here, but this is mainly fixing the basics

Challengers (them)

The Digital

The Ruptured

still knows the old business models and logic, but that is already adopting a new

raised with new concepts, with no recollection of the old models

behaviour and new business models and services.

use a broad variety of business models and technologies

first adopters of entirely new business models (cfr. Netflix, Uber, …). Invest in this too

digital natives, the children that

Traditional model

Traditional models

New models

Traditional channels

Digital channels

Digital channels

grow up with tablets, apps and everything on-demand.

Everything new

Mapping the problems Stakeholders Gains Positive emotions, improvements, benefits, desires.

Jobs Responsibilities, tasks, to do’s, work

Pains Negative emotions, undesired situations, risks, roadblocks.

Value Proposition Canvas Gains

Positive emotions, improvements, benefits, desires.

Gain creators Benefits of the solution that make stakeholders prefer it.

Products & Services The solutions to the gains and pains.

Jobs Responsibilities, tasks, to do’s, work

Pain relievers Pains

Negative emotions, undesired situations, risks, roadblocks.

Problems

Features of the solution that solve the problems of stakeholders.

Solutions

The Options - what is ideal?

One solutions solves many problems for multiple stakeholders

One problem can be solved with many solutions

One problem is solved by a single solution

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment Start •• •• ••

Project Project organization organization Deskwork & Deskwork & Research Research Intake Intake interviews interviews

2. Strategy Strategy

3. Roadmap

• Workshops 1 & 2,
 Inspiration, Impact & Ideas 
 • Workshops The first3,step in the Scenario Planning + Strategy definition of key Development

• Workshops 4 & 5, 
 Business Idea Development + Digital Agenda

5. Debriefing Debriefing •• Final Final session session with with key key stakeholders stakeholders •• Discussion Discussion of of possible possible next next steps steps

•• Workshops Workshops 6 6& & 7, 7, 

 Detailing Detailing of of selected selected ideas/ ideas/ Based on a strategy projects projects in in business business cases cases decision

funnel, we then define the key programs for the Digital Agenda. These are both foundation and innovation programs

market problems

Deskwork

Next we map creative ideas and solutions on each of the key problems. Only ideas with good problems behind will survive

4. Business Business Cases Case

Workshop Day 4

Workshop Day 5

Deskwork

• Roadmap of problems and solutions • Digital Agenda with highlevel architecture consisting of prioritized building blocks • Programs and projects for transformation

• 2d client time • Concept Group

DIGITAL AGENDA

Social Media Program

EDUCATE ON xxxx xxxx

GROUP POWER SOCIALIZED XXXX

Other packaging formats IN-STORE WEBSHOPPING

Activate real-world communities

SMART xxxxx with retailers

Content -

MKT CSR new players

Internal community inform, inspire, engage

xxxxx

XXXX PLUS PROGRAM

Ambassador ship program

COLLECT xxxxx xxxxx
 AT SCHOOL 100% REDUCE xxxxxx

Different XXXX experiences

Scout partners for utility communities business development

xxxxx Team (follow channel & product innovation + evolutions in society) CRM & data driven business

Manage external relationship

Transformation Office

PEOPLE - PROCESS PLATFORM

ON TOP INNOVATION UPGRADING FOUNDATION

MARKETING INTELLIGENCE

TRANSPORT FACILITIES WITH DYNAMIC DELIVERY (B2B > retail > consumer)

Legislation & lobbying program

xxxxx

USER CONVENIENCE

xxxxx / ECONOMY

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment Start •• •• ••

Project Project organization organization Deskwork & Deskwork & Research Research Intake Intake interviews interviews

2. Strategy Strategy

3. Roadmap

• Workshops 1 & 2,
 Inspiration, Impact & Ideas • Workshops 3, 
 A selection Scenario Planning + Strategy of Developmentprograms are

• Workshops 4 & 5, 
 Business Idea Development + Digital Agenda

2 to 3 concrete more detailed in a first business case based on the selected modus (corporate case or start-up case). The case is high-level, based on a digital-first setting, and serves as a starting point for further elaboration by the client.

4. Business Business Cases Case

5. Debriefing Debriefing

•• Workshops Workshops 6 6& & 7, 7, 

 Detailing Detailing of of selected selected ideas/ ideas/ projects projects in in business business cases cases

Workshop Day 6

Workshop Day 7

Deskwork

• High-level business cases for 2-3 selected programs

When needed, this can be extended in order to dive deeper into specific cases and to define more cases • 2d client time • Business Group

•• Final Final session session with with key key stakeholders stakeholders •• Discussion Discussion of of possible possible next next steps steps

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment Start •• •• ••

Project Project organization organization Deskwork & Deskwork & Research Research Intake Intake interviews interviews

Presentation of the management summary to the client key stakeholders. Discussion of the possible next steps in the transformation process.

2. Strategy Strategy

3. Roadmap

• Workshops 1 & 2,
 Inspiration, Impact & Ideas • Workshops 3, 
 Scenario Planning + Strategy Development

• Workshops 4 & 5, 
 Business Idea Development + Digital Agenda

4. Business Business Cases Case •• Workshops Workshops 6 6& & 7, 7, 

 Detailing Detailing of of selected selected ideas/ ideas/ projects projects in in business business cases cases

5. Debriefing Debriefing •• Final Final session session with with key key stakeholders stakeholders •• Discussion Discussion of of possible possible next next steps steps

Closing presentation

• Final report

• 0,5d client time • Concept Group

next steps

Steps

Digital Transformation: 5 steps from Strategy to Execution 1. Assessment

2. Strategy

3. Roadmap

• Project organization • Deskwork & Research • Intake interviews

• Workshops 1 & 2,
 Inspiration, Impact & Ideas • Workshops 3, 
 Scenario Planning + Strategy Development

• Workshops 4 & 5, 
 Business Idea Development + Digital Agenda

Specs

Deliverables

Deskwork

Interviews

Deskwork

Workshop Day 1

Workshop Day 2

Deskwork

Workshop Day 3

Deskwork

Workshop Day 4

Workshop Day 5

Deskwork

4. Business Cases

5. Debriefing

• Workshops 6 & 7, 
 Detailing of selected ideas/ projects in business cases

Workshop Day 6

Workshop Day 7

Deskwork

• Final session with key stakeholders • Discussion of possible next steps

Closing presentation

• Intake report, not for broad distribution

• Digital Disruption Inspiration document • Impact Analysis • Future scenarios + Transformation Vision • Transformation Strategy: mission, people, process, platform

• Roadmap of problems and solutions • Digital Agenda with highlevel architecture consisting of prioritized building blocks • Programs and projects for transformation

• High-level business cases for 2-3 selected programs

• Final report

• 1d client time • SPOC + key people

• 3d client time • Strategy Group

• 2d client time • Concept Group

• 2d client time • Business Group

• 0,5d client time • Concept Group

next steps

Part 4 Create Digital Leadership

TRANSFORMATION STRATEGY

DIGITAL LEADERSHIP & CAPABILITIES

ASSESS TEAMS

CUSTOMER ENGAGEMENT CHANNELS

SCAN MARKET TRENDS & INTERNAL DIGITAL READINESS

TRAIN & COACH

CHANNEL STRATEGY

ROLL-OUT DIGITAL OFFICE

POLICY & GOVERNANCE

RUN DIGITAL OFFICE

SET-UP AND ROLL-OUT

RUN

PLATFORM DESIGN IMPACT ANALYSIS

REQUIREMENTS

RFP CREATION

PARTNER SELECTION

DEVELOPMENT

LAUNCH

NORTH STAR VISION OF YOUR FUTURE

BUSINESS/SERVICE/ PRODUCT DESIGN TRADITIONAL BUSINESS TRANSFORMATION STRATEGY

ROADMAP

START-UP BUSINESS

TRADITIONAL BUSINESS MODEL

START-UP BUSINESS MODEL

PROJECT KICK-OFF

START-UP KICKOFF (FUNDING, INCUBATION)

RUN PROGRAM/ DEVISION/…

RUN START-UP (COACHING, ADVICE)

Digital Leadership Assessment The Age Test Your Market

Your Company

Is this you? Your Leadership

Digital Leadership Assessment The Age Test Your Company Your Leadership

Your Market

Guess who’s this

Digital Leadership Assessment The 7x7 Test

Who’s an (active) user? If the majority of leadership is out, the company is out

CEO Sales

Mkt

Facebook

V

Twitter

X

CIO

COO

HR

Score your leadership team on active usage/ understanding

CFO

X X

V

V

X

X

Youtube

V

X

Smartphone

V

Tablet

V

X

…

In

Out

LinkedIn Snapchat

Pick 7 (or more) relevant digital activities

If a member doesn't score at least 4 out of 7, he’s out.

V

…

“If you can't understand the new world of digital, fire yourself. Build an executive team that is digital-first (when problems arise, the first solution is always digital). Make sure there is a techie on the board of directors. If the board has a low digital IQ, the company will have a low digital IQ”

George Colony CEO Forrester Research

So, where are you? How digital is your company? Digital Leadership

The ideal situation

Mkt

Ideally your CEO is the digital lead

CEO

Sales

CIO

COO

CbsO

The ideal situation

Mkt Is the CMO the digital lead?

Ideally your CEO is the digital lead

CEO

Sales

CIO

Unfortunately she/he is probably not.

COO Is the CIO the digital lead?

CbsO

You need Digital Leadership, on all levels Shareholders Board of Directors

Transversal focus, based on business models, agility, change, people, …

CEO DIGITAL OFFICE

CDO Vertical focus, based on traditional technology, platforms, processes

Mkt Vertical focus, based on channels, media, communication, marketing, …

Sales

CIO

COO

Virtual Digital Leadership Team

CbsO

You need Digital Leadership, on all levels The CDO

• general manager with change management skills

Shareholders

• Leadership • P&L-driven

Board of Directors

Transversal focus, based on business models, agility, change, people, …

• Definition of strategy • Execution of results

CEO DIGITAL OFFICE

?

• Relationship-building and using influence

• Demonstrating cultural sensitivity

CDO

• Knowledge of digital business models • Experience with Transformation of products and technology capabilities (from analog to digital)

Mkt

Sales

CIO

COO

CbsO

• Experience in developing new channels in a fast and agile business way

• A real passion about (deep-)technology • He’s in charge of the digital agenda,

Virtual Digital Leadership Team

wherever it happens: the Factory, the Guesthouse or the Garage

Digital Business Models

Are you locked-up in your vertical silo’s or can you create transversal business change?

R&D & Enterprise 2.0

PR & External Commun.

(Digital) Technology

HR

Service & Support

Sales

Marketing & Communication

R&D & Enterprise 2.0

PR & External Commun.

Digital Technology

HR

Service & Support

Sales

Marketing & Communication

Meet the CDOs

Sean Cornwell, CDO of Travelex

“Being a CDO is what a good CIO should always have been doing putting together business and technology in a way that helps business take a leap forward”

CEO-CDOs

Atif Rafiq, CDO of :

Tanya Cordrey, CDO of :

Lubomira Rochet, CDO of :

Sean Cornwell, CDO of :

Ganesh Bell, CDO of :

Previously worked in Silicon Valley at several businesses, from start-ups, to IPO’s, to large businesses.

CMO-CDOs

Dave Truzinski CIO of NII Holdings (wireless service to Latin America). In 2013, he was given the additional title of Chief Digital Officer.

Richie Etwaru is IMS Health's chief digital officer “CTOs make companies cool, CIOs make companies efficient”

Charlotte Svensson is currently CDO and CIO at Bonnier News. In previous years, Svensson held the position of strategic coordinating CIO at Bonnier News Sweden

JJ Van Oosten, the Belgian former Tesco CIO, who helped the supermarket chain introduce their mobile platform, is now CDO at the German online retailer REWE Group.

Benoit Fremaux, CIO & CDO of Fnac.

CIO-CDOs

Everyone is claiming this key position…

The Ecosystem APPLE

On Demand UBER

The Pyramid

Subscription Model

Freemium Model

HELLOFRESH

DROPBOX

10 HYPER DISRUPTIVE BUSINESS MODELS

AMAZON

Free Model FACEBOOK

Access over Ownership ZIPCAR

Market Place ALIBABA

Experience

Hyper Market

TESLA

ZALANDO

Digital Transformation Fleet

Are you the captain of a rigid (sinking) ship (no, this is NOT Captain Iglo, it’s Edward Smith from the Titanic)

?

Are you the commander in chief of a fleet that changes the world?

FOR

Transformation governance

Transformation Board

Radar

Launchpad

88

Transformation governance MEANS MANDATE MINDSET

Digital Board

_ Ad Hoc

CDO

BE

NL

UK

FINANCE

COMEX

OPERATIONS

FR

SCAN ANALYSE VALIDATE PLAN LAUNCH MANAGE EVALUATE

Program 1 Program 2

_

•

Recurrent

Digital Office

CEO

…

Digital Officer

Sales

Mkt

Prod

Fin

HR

Digital Lead

Digital Lead

Digital Lead

Digital Lead

Digital Lead

HR

IT

Transformation governance MEANS MANDATE MINDSET

Digital Board

_ Ad Hoc

CDO

BE

NL

UK

FINANCE

COMEX

OPERATIONS

CEO & COMEX

ANALYSE VALIDATE PLAN LAUNCH

EVALUATE

Program 1 Program 2 …

HR

IT

FR

SCAN

MANAGE

_

•

Recurrent

Digital Office

CEO

‣

Digital Officer

Sales

Mkt

Prod

Fin

HR

Digital Lead

Digital Lead

Digital Lead

Digital Lead

Digital Lead

‣ ‣ ‣

Validate the digital transformation strategy Approve the longterm means & mandates Define longterm decision cycles CDO is a member of the COMEX

Transformation governance MEANS MANDATE MINDSET

Digital Board

_ Ad Hoc

CDO

BE

NL

UK

FINANCE

COMEX

OPERATIONS

Digital board

ANALYSE VALIDATE PLAN LAUNCH

EVALUATE

Program 1 Program 2 …

HR

IT

FR

SCAN

MANAGE

_

•

Recurrent

Digital Office

CEO

Digital Officer

Sales

Mkt

Prod

Fin

HR

Digital Lead

Digital Lead

Digital Lead

Digital Lead

Digital Lead

‣ ‣ ‣ ‣ ‣

Headed by the CDO CEO is DB member Develop the digital strategy to be submitted to the COMEX Validate digital business cases approve and manage the short term means & mandates

Transformation governance MEANS MANDATE MINDSET

Digital Board

_ Ad Hoc

CDO

BE

NL

UK

FINANCE

COMEX

OPERATIONS

Digital Office

ANALYSE VALIDATE PLAN LAUNCH

EVALUATE

‣

Digital Officer

Sales

Mkt

Prod

Fin

HR

Digital Lead

Digital Lead

Digital Lead

Digital Lead

Digital Lead

‣ ‣ ‣ ‣ ‣

Program 1 Program 2 …

HR

IT

FR

SCAN

MANAGE

_

•

Recurrent

Digital Office

CEO

Headed by a Chief Digital Officer Implement the decisions of the digital board Organise the digital office team Supervise the digital radar team Supervise the digital analysts Supervise the regional or divisional digital officers

Transformation governance MEANS MANDATE MINDSET

Digital Board

_ Ad Hoc

CDO

BE

NL

UK

FINANCE

COMEX

OPERATIONS

Digital Officers

ANALYSE VALIDATE PLAN LAUNCH

EVALUATE

Program 1 Program 2 …

HR

IT

FR

SCAN

MANAGE

_

•

Recurrent

Digital Office

CEO

‣

Digital Officer

Sales

Mkt

Prod

Fin

HR

Digital Lead

Digital Lead

Digital Lead

Digital Lead

Digital Lead

Run the digital agenda, launch, manage and evaluate digital business projects (regional or divisional)

Transformation governance MEANS MANDATE MINDSET

Digital Board

_ Ad Hoc

CDO

BE

NL

UK

FINANCE

COMEX

OPERATIONS

Digital Leads

ANALYSE VALIDATE PLAN LAUNCH

EVALUATE

Program 1 Program 2 …

HR

IT

FR

SCAN

MANAGE

_

•

Recurrent

Digital Office

CEO

‣

Digital Officer

Sales

Mkt

Prod

Fin

HR

Digital Lead

Digital Lead

Digital Lead

Digital Lead

Digital Lead

Digital liaisons for coaching & expertise

Success factors of change MINDSET “license to win”

Case

Courage

MEAN

MANDATE

“license to operate”

“license to change”

Capital

DIGITAL OFFICE SCAN

Detect market, players & business models

ANALYSE


Analyse, prioritize, select & define cases

DIGITAL BOARD

VALIDATE

Mindset - Means - Mandate + Case approval

DIGITAL AGENDA

PLAN

START-UP

CORPORATE

LAUNCH

START-UP

M “Below the radar”

START-UP

P

EVALUATE

CORPORATE

“Above the radar”

MANAGE

MV

CORPORATE

VP

CORPORATE

START-UP

Finding the right people

5 1

2

3

4

Recruit

Find the internal gems

Acqui-hire

Finding the right people

5 1

2

3

4

Part 5 From Strategy to Building

TRANSFORMATION STRATEGY

DIGITAL LEADERSHIP & CAPABILITIES

ASSESS TEAMS

CUSTOMER ENGAGEMENT CHANNELS

SCAN MARKET TRENDS & INTERNAL DIGITAL READINESS

TRAIN & COACH

CHANNEL STRATEGY

ROLL-OUT DIGITAL OFFICE

POLICY & GOVERNANCE

RUN DIGITAL OFFICE

SET-UP AND ROLL-OUT

RUN

PLATFORM DESIGN IMPACT ANALYSIS

REQUIREMENTS

RFP CREATION

PARTNER SELECTION

DEVELOPMENT

LAUNCH

NORTH STAR VISION OF YOUR FUTURE

BUSINESS/SERVICE/ PRODUCT DESIGN TRADITIONAL BUSINESS TRANSFORMATION STRATEGY

ROADMAP

START-UP BUSINESS

TRADITIONAL BUSINESS MODEL

START-UP BUSINESS MODEL

PROJECT KICK-OFF

START-UP KICKOFF (FUNDING, INCUBATION)

RUN PROGRAM/ DEVISION/…

RUN START-UP (COACHING, ADVICE)

Remember this?

But we can’t do everything, right?

Social Media Program

EDUCATE ON xxxx xxxx

GROUP POWER SOCIALIZED XXXX

Other packaging formats IN-STORE WEBSHOPPING

Activate real-world communities

SMART xxxxx with retailers

Content -

MKT CSR new players

Internal community inform, inspire, engage

xxxxx

XXXX PLUS PROGRAM

Ambassador ship program

COLLECT xxxxx xxxxx
 AT SCHOOL 100% REDUCE xxxxxx

Different XXXX experiences

Scout partners for utility communities business development

xxxxx Team (follow channel & product innovation + evolutions in society) CRM & data driven business

Manage external relationship

Transformation Office

PEOPLE - PROCESS PLATFORM

ON TOP INNOVATION UPGRADING FOUNDATION

MARKETING INTELLIGENCE

TRANSPORT FACILITIES WITH DYNAMIC DELIVERY (B2B > retail > consumer)

Legislation & lobbying program

xxxxx

USER CONVENIENCE

xxxxx / ECONOMY

Internal

Vision

•

Mission

Strategy

Program (a solution to a problem)

External

does it contribute to 
 our own strategy?

XXXXX

E-XXXXX / ECONOMY

XXXXX

… does it solve market problems? is there a business case?

•

…

who are the
 stakeholders?

•

USER CONVENIENCE

…

what brand/country can claim it?

•

…

OUT

Social Media Program

EDUCATE ON xxxx xxxx

GROUP POWER SOCIALIZED XXXX

Other packaging formats IN-STORE WEBSHOPPING

Activate real-world communities

SMART xxxxx with retailers

Content -

MKT CSR new players

Internal community inform, inspire, engage

xxxxx

XXXX PLUS PROGRAM

Ambassador ship program

COLLECT xxxxx xxxxx
 AT SCHOOL 100% REDUCE xxxxxx

Different XXXX experiences

Scout partners for utility communities business development

xxxxx Team (follow channel & product innovation + evolutions in society) CRM & data driven business

Manage external relationship

Transformation Office

PEOPLE - PROCESS PLATFORM

ON TOP INNOVATION UPGRADING FOUNDATION

MARKETING INTELLIGENCE

TRANSPORT FACILITIES WITH DYNAMIC DELIVERY (B2B > retail > consumer)

Legislation & lobbying program

xxxxx

USER CONVENIENCE

xxxxx / ECONOMY

Vision

Mission

Strategy

Program “in-store webshopping”

The Digital Agenda is made of Transformation Programs, not IT projects…

Screen selection UX optimization Back-end integration Store WiFi Transactional security …

vs

All of the above + … Sales strategy (long-tail, special collections, …) Program branding (In-store) marketing Staff training Staff incentive programs, …

PROGRAM: POS Webscreens Internal

Bring Webscreens in our stores

What is the contribution we make to achieving the transformation strategy?

Vision

Mission

External

Program Description:

Strategy

Project list: Screen selection UX optimization Back-end integration Store WiFi Transactional security

What is the problem 
 we solve? Limited shelf-space

Sales strategy (long-tail, special collections, …) Program branding

Unhappy customer …

(In-store) marketing Staff training Staff incentive programs, …

What is the timing of the program? Now

3 months

6 months

1 year

2 years

3 years

POS Webscreens / Screens, UX, back-end Internal

External

Project

Staff incentives

What is the contribution we make to achieving the transformation strategy?

What is the problem 
 we solve?

Staff training

Limited shelf-space CAPEX Vision

• • • •

Mission

OPEX

Unhappy customer

PROJECT OWNER: CIO

…

Strategy

IT web-partner logistics partner Marketing

Stakeholders Involved

• • • •

webshop crm beacons front-end technology

Technology involved

What is the timing of the project? Now

3 months

6 months

1 year

2 years

3 years

A Program

From Silo Projects to Integrated Programs Just another PROJECT

PR & External Comm. PROJECT

(Digital) Technology PROJECT

HR PROJECT

Service & Support PROJECT

Sales PROJECT

Marketing & Communication PROJECT

R&D & Enterprise 2.0

PR & External Commun.

A Silo Project

HR

Service & Support

Sales

Marketing & Communication

Part 6 Running the (new) business

TRANSFORMATION STRATEGY

DIGITAL LEADERSHIP & CAPABILITIES

ASSESS TEAMS

CUSTOMER ENGAGEMENT CHANNELS

SCAN MARKET TRENDS & INTERNAL DIGITAL READINESS

TRAIN & COACH

CHANNEL STRATEGY

ROLL-OUT DIGITAL OFFICE

POLICY & GOVERNANCE

RUN DIGITAL OFFICE

SET-UP AND ROLL-OUT

RUN

PLATFORM DESIGN IMPACT ANALYSIS

REQUIREMENTS

RFP CREATION

PARTNER SELECTION

DEVELOPMENT

LAUNCH

NORTH STAR VISION OF YOUR FUTURE

BUSINESS/SERVICE/ PRODUCT DESIGN TRADITIONAL BUSINESS TRANSFORMATION STRATEGY

ROADMAP

START-UP BUSINESS

TRADITIONAL BUSINESS MODEL

START-UP BUSINESS MODEL

PROJECT KICK-OFF

START-UP KICKOFF (FUNDING, INCUBATION)

RUN PROGRAM/ DEVISION/…

RUN START-UP (COACHING, ADVICE)

DIGITAL OFFICE SCAN

Detect market, players & business models

ANALYSE


Analyse, prioritize, select & define cases

DIGITAL BOARD

VALIDATE

Mindset - Means - Mandate + Case approval

DIGITAL AGENDA

PLAN

START-UP

CORPORATE

LAUNCH

START-UP

M “Below the radar”

START-UP

P

EVALUATE

CORPORATE

“Above the radar”

MANAGE

MV

CORPORATE

VP

CORPORATE

START-UP

It’s no longer about digital, it’s about business

Corporate (comm) Strategy

Digital Strategy

Company Strategy Digital World

Digital in the core

The Business

Digital (at the sideline)

From ...

... to

The Business

The Business Digital (at the sideline)

Digital (at the sideline)

From ...

... to

Digital in the core

Digital in the core Digital in the core

The Business

The Business Digital (at the sideline)

Digital (at the sideline)

From ...

Digital in the core

... to

You’ll need balance between your traditional strengths and real innovations

new revenue steams

Traditional revenue steams

Sold in over 30 countries

1

Create your own Digital Transformation vision and plan

2

Create Digital Leadership

3

Innovate in the right place(s)

4

Build the Transformation Fleet

5

Change the culture

1. The customer always decides

@jcaudron

2. All things you do must start from a superior experience

@jcaudron

3. From now on, you are an agile and flexible company

@jcaudron

4. You live in a world of uncertainty

@jcaudron

5. Always play on the offense instead of the defense @jcaudron

6. Don’t be afraid to cannibalize your own business @jcaudron

7. Never, ever, disrespect new or small players

@jcaudron

Policy Shelter

The customer always decides All things you do must start from a superior

experience From now on, you are an agile and flexible company You live in a world of uncertainty Always play on the offense instead of the defense Don’t be afraid to cannibalize your own business

Never, ever, disrespect new or small

How far away is this from YOUR reality and way-of-thinking? It will determine your future as a CIO, CDO and even as potential CEO…

players

Develop Digital DIGITAL Leadership and install/ LEADERSHIP & operate teams. Change CAPABILITIES culture throughout the organization.

TRANSFORMATION STRATEGY

ASSESS TEAMS

CUSTOMER ENGAGEMENT CHANNELS

SCAN MARKET TRENDS & INTERNAL DIGITAL READINESS

ROLL-OUT DIGITAL OFFICE

TRAIN & COACH

CHANNEL STRATEGY

POLICY & GOVERNANCE

RUN DIGITAL OFFICE

SET-UP AND ROLL-OUT

RUN

Build new digital customer engagement channels. Have your staff embrace them.

Start with clear Transformation Strategy

PLATFORM DESIGN IMPACT ANALYSIS

TRANSFORMATION STRATEGY

NORTH STAR VISION OF YOUR FUTURE

Define and build/roll-out new functions, services, products, platforms

Translate into actionable programs

REQUIREMENTS

BUSINESS/SERVICE/ PRODUCT DESIGN TRADITIONAL BUSINESS

RFP CREATION

TRADITIONAL BUSINESS MODEL

PARTNER SELECTION

PROJECT KICK-OFF

DEVELOPMENT

LAUNCH

RUN PROGRAM/ DEVISION/…

Create the business (case) and run it where it belongs

ROADMAP

START-UP BUSINESS

START-UP BUSINESS MODEL

START-UP KICKOFF (FUNDING, INCUBATION)

RUN START-UP (COACHING, ADVICE)

Managing Digital Transformation Masterclass March 2016

[email protected] / @jcaudron / +32 475 43 80 98