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Digital Transformation | EN

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Operationalization in Practice

I believe fundamental

I believe fundamental honesty is the keystone of business. Harvey S. Firestone 12

Creating a Sound Basis Thinking Digitally In order to effectively implement a digital transformation, awareness of the transformation must exist throughout the entire company. This must be true for both the uppermost management, as well as for every single employee in every single department. It is of particular importance for the management’s acceptance of the digital transformation to be outwardly visible and clearly recognizable. It takes time to think in and actively use digital channels and doing so does require change. This process of change can be positively supported through workshops and consulting. Assessing Digital Maturity When it comes to digital maturity, considerable differences can be seen between different industries as well as between different companies in the same industry. Take the retail, automotive and telecommunications industries for example, which are ranked right up top in terms of digital maturity, while insurance and banking bring up the rear 1 . In order to define the proper fields of action, companies must be able to identify their status quo in respect to digital transformation. Digital Maturity Model 2 or Digital Master Model 3 can be used to determine digital maturity. The results can be used to develop concrete transformation potential for the company. Installing Customer Experience Management The customer and their experiences are at the center of digital transformation. The focus shifts from an internal company point of view to an outward customer view, since in today’s market, the customer experience is the key factor that sets companies apart from the competition. Enthusiastic customers are loyal customers and promoters of their favorite products and the companies offering them. Customer experience management (CEM) helps companies capture the customer perspective and make good use of it. The “customer journey map” is one element of customer experience management and shows the touchpoints between the customer and the product or service. This map can demonstrate the current state with the individual touchpoints or can even illustrate future touchpoints - and in doing so create the new and improved customer experience of the future, i.e. the target state. 13

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2018 | Seminarkatalog | Finanzen

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msg ist eine unabhängige, international agierende Unternehmensgruppe mit weltweit mehr als 6.000 Mitarbeitern. Sie bietet ein ganzheitliches Leistungsspektrum aus einfallsreicher strategischer Beratung und intelligenten, nachhaltig wertschöpfenden IT-Lösungen für die Branchen Automotive, Banking, Food, Insurance, Life Science & Healthcare, Public Sector, Telecommunications, Travel & Logistics sowie Utilities und hat in über 35 Jahren einen ausgezeichneten Ruf als Branchenspezialist erworben.

Die Bandbreite unterschiedlicher Branchen- und Themenschwerpunkte decken im Unternehmensverbund eigenständige Gesellschaften ab: Dabei bildet die msg systems ag den zentralen Kern der Unternehmensgruppe und arbeitet mit den Gesellschaften fachlich und organisatorisch eng zusammen. So werden die Kompetenzen, Erfahrungen und das Know-how aller Mitglieder zu einem ganzheitlichen Lösungsportfolio mit messbarem Mehrwert für die Kunden gebündelt. msg nimmt im Ranking der IT-Beratungs- und Systemintegrationsunternehmen in Deutschland Platz 7 ein.


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