Digital Innovation
Introductory Digital Transformation Assessment – read more
Artificial intelligence, robotics, biomedicine, internet of things, cloud, big data, mobile, social media and virtual reality are but a few of the innovative technologies driving disruption and digital transformation. Delivering innovation requires new thinking, culture, governance, skills and ways of working. All of which help to reinvent the organisation, create new business models, products and services, and go-to-marketing strategies. Included below, are a few examples of projects I planned and delivered.
Leading Royal Mail’s digital programme, I delivered new self-service tools, content and a one-stop-shop to small businesses resulting in an increase in quarterly SME visitors – from 40,000 to over 400,000 and £40M of new annual eCommerce revenue.
A new self-service knowledge-base reduced support cost by £6M.
The initial success of smaller projects enabled investment in a customer experience programme built on big data, personas, user journeys and targeted content to deliver individual bespoke customer experiences.
As Global Digital Programme Manager for IBM Global Services, I delivered a global lead generation campaign that was developed using robust data and insight to identify 144 unique customer needs relating to seven industries.
The customer experience was designed to present the most relevant content to potential customers, helping them to better understand and meet their needs.
User data was exchanged for the ability to personalise, save and share content.
User data was analysed to identify and qualify sales leads, resulting in over $10M in new revenue.
Leading ‘Digital First’ at The Institute of Civil Engineers, I utilised data and insight to optimise complex user journeys and deliver added-value capabilities to a new digital self-serve engineering training programme. Results include increased customer engagement and satisfaction, reduced programme completion time, reduced support cost and an increase in the volume of training programme sales.
