77 Building Blocks of Digital Transformation : The Digital Capability Model

BOOK TITLE
COPYRIGHT
DEDICATION
ACKNOWLEDGEMENTS
TABLE OF CONTENTS
PROLOGUE
INTRODUCTION
MEGA CAPABILITY 1. DIGITAL CUSTOMER EXPERIENCE MANAGEMENT
CAPABILITY 1-1. DIGITAL CUSTOMER JOURNEY MANAGEMENT
CAPABILITY 1-2. USER RESEARCH
CAPABILITY 1-3. USABILITY ANALYSIS
CAPABILITY 1-4. USER EXPERIENCE DESIGNING
CAPABILITY 1-5. USER EXPERIENCE TESTING
MEGA CAPABILITY 2. SOCIAL INTERACTION
CAPABILITY 2-1. SOCIAL LISTENING
CAPABILITY 2-2. SOCIAL MEDIA MARKETING
CAPABILITY 2-3. SOCIAL MEDIA SERVICING
CAPABILITY 2-4. ONLINE COMMUNITY MANAGEMENT
CAPABILITY 2-5. RATING & REVIEW MANAGEMENT
CAPABILITY 2-6. CONTENT MODERATION
CAPABILITY 2-7. SOCIAL CRISIS MANAGEMENT
MEGA CAPABILITY 3. DIGITAL MARKETING
CAPABILITY 3-1. DIGITAL BRAND MARKETING
CAPABILITY 3-2. SEARCH ENGINE OPTIMIZATION
CAPABILITY 3-3. PAID SEARCH
CAPABILITY 3-4. CONTENT TARGETING
CAPABILITY 3-5. AFFILIATE MARKETING
CAPABILITY 3-6. ONLINE ADVERTISING
CAPABILITY 3-7. DIGITAL CAMPAIGN MANAGEMENT
CAPABILITY 3-8. LEAD MANAGEMENT
CAPABILITY 3-9. MARKETING OFFER MANAGEMENT
CAPABILITY 3-10. EMAIL MARKETING
CAPABILITY 3-11. MOBILE MARKETING
CAPABILITY 3-12. MARKETING AUTOMATION
CAPABILITY 3-13. CONVERSION RATE OPTIMIZATION
MEGA CAPABILITY 4. DIGITAL COMMERCE
CAPABILITY 4-1. ONLINE MERCHANDISING
CAPABILITY 4-2. SHOPPING CART & CHECKOUT
CAPABILITY 4-3. PAYMENTS & RECONCILIATION
CAPABILITY 4-4. ORDER MANAGEMENT & FULFILMENT
CAPABILITY 4-5. ACCOUNT MANAGEMENT & SELF-SERVICE
MEGA CAPABILITY 5. DIGITAL CHANNEL MANAGEMENT
CAPABILITY 5-1. CHANNEL MIX & OPTIMIZATION
CAPABILITY 5-2. CROSS-BUSINESS INTEGRATION
CAPABILITY 5-3. CROSS-CHANNEL INTEGRATION
CAPABILITY 5-4. MULTI-DEVICE PRESENTATION
MEGA CAPABILITY 6. KNOWLEDGE & CONTENT MANAGEMENT
CAPABILITY 6-1. KNOWLEDGE COLLABORATION
CAPABILITY 6-2. KNOWLEDGE BASE MANAGEMENT
CAPABILITY 6-3. CONTENT LIFECYCLE MANAGEMENT
CAPABILITY 6-4. DIGITAL ASSET MANAGEMENT
CAPABILITY 6-5. CONTENT AGGREGATION & SYNDICATION
CAPABILITY 6-6. WEB CONTENT MANAGEMENT
MEGA CAPABILITY 7. CUSTOMIZATION & PERSONALIZATION
CAPABILITY 7-1. CUSTOMER PREFERENCE MANAGEMENT
CAPABILITY 7-2. CUSTOMER COMMUNICATION MANAGEMENT
CAPABILITY 7-3. SOCIAL BEHAVIOUR MANAGEMENT
CAPABILITY 7-4. INTERACTION TRACKING & MANAGEMENT
CAPABILITY 7-5. CUSTOMER LOYALTY MANAGEMENT
CAPABILITY 7-6. DIGITAL CUSTOMER SERVICES
MEGA CAPABILITY 8. DIGITAL INTELLIGENCE
CAPABILITY 8-1. PRODUCT SIMILARITY ANALYTICS
CAPABILITY 8-2. CUSTOMER INSIGHTS
CAPABILITY 8-3. CUSTOMER SEGMENTATION
CAPABILITY 8-4. CONVERSION ANALYTICS
CAPABILITY 8-5. DIGITAL MARKETING EFFECTIVENESS
CAPABILITY 8-6. BIG DATA ANALYTICS
CAPABILITY 8-7. WEB ANALYTICS
CAPABILITY 8-8. REPORTING & DASHBOARD
MEGA CAPABILITY 9. DIGITAL DATA MANAGEMENT
CAPABILITY 9-1. NON-RELATIONAL DATA MANAGEMENT
CAPABILITY 9-2. DISTRIBUTED DATA STORE MANAGEMENT
CAPABILITY 9-3. ENTERPRISE SEARCH
CAPABILITY 9-4. MASTER DATA MANAGEMENT
CAPABILITY 9-5. DATA QUALITY MANAGEMENT
CAPABILITY 9-6. DIGITAL DATA POLICY MANAGEMENT
MEGA CAPABILITY 10. DIGITAL INFRASTRUCTURE MANAGEMENT
CAPABILITY 10-1. ON-DEMAND PROVISIONING SERVICES
CAPABILITY 10-2. USER INTERACTION SERVICES
CAPABILITY 10-3. PROCESS INTEGRATION SERVICES
CAPABILITY 10-4. PARALLEL PROCESSING SERVICES
CAPABILITY 10-5. FEDERATED ACCESS MANAGEMENT
CAPABILITY 10-6. DIGITAL CONTINUITY MANAGEMENT
MEGA CAPABILITY 11. DIGITAL ALIGNMENT
CAPABILITY 11-1. DIGITAL INNOVATION
CAPABILITY 11-2. DIGITAL PLANNING
CAPABILITY 11-3. DIGITAL GOVERNANCE
CAPABILITY 11-4. CROSS-BOUNDARY COLLABORATION
CAPABILITY 11-5. DIGITAL JOURNEY READINESS
MEGA CAPABILITY 12. DIGITAL DEVELOPMENT & OPERATIONS
CAPABILITY 12-1. DIGITAL PROGRAM & PROJECT MANAGEMENT
CAPABILITY 12-2. DIGITAL DESIGN AUTHORITY
CAPABILITY 12-3. DIGITAL CAPABILITY DEVELOPMENT
CAPABILITY 12-4. DIGITAL CAPABILITY INTRODUCTION
CAPABILITY 12-5. DIGITAL SERVICE OPERATIONS
CAPABILITY 12-6. DIGITAL QUALITY MANAGEMENT
DIGITAL CAPABILITY PLANNING METHODOLOGY
TASK 1-1. ASSESS CURRENT STATE OPERATING MODEL
TASK 1-2. DEFINE MATURITY LEVEL OF CURRENT DIGITAL CAPABILITY
TASK 2-1. SET MATURITY LEVEL OF FUTURE DIGITAL CAPABILITY
TASK 2-2. DESIGN FUTURE STATE OPERATING MODEL
TASK 3-1. IDENTIFY GAP AND IMPROVEMENT OPPORTUNITY
TASK 3-2. CREATE DIGITAL INITIATIVE & BUSINESS CASE
TASK 3-3. DEVELOP ROADMAP
EPILOGUE: APPLYING ARTIFICIAL INTELLIGENCE
ENDNOTES
GLOSSARY
REFERENCES
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