The Digital

Transformation

Digital Business Transformation Patterns

for a Mobile-First, Cloud-First World
Roberto Filipelli - Sales and Business Development Director
Head of IoT Strategy
Microsoft Italy
 Create more Reinventing Build the
personal computing productivity & intelligent cloud
business process

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Customer Experience Journey Map
Consider next
products to buy ?
Review Make purchase
product ratings
Contact customer
Browse products Service Give feedback to
Visit store to
on portal retailer and
pick up item
manufacturers
Resolve problem at
Learn of store store or online
and products Discuss satisfaction
Shop at store
Encounter problem

Receive personalized
assistance
Leave with item, pick up
elsewhere, or ship
Receive custom offers
At store, use phone
to find more info Quickly checkout

Digital Hotspots
Pre-Purchase Purchase Post-Purchase
• Learning of products and store • Ordering online • Receiving customer service
• Researching product online • Purchasing product in store • Resolving problems anywhere
• Talking to sales associates at store • Arranging payment • Providing ideas to store and manufacturers
• Use smartphone while at store to learn more • Tracking shipment • Sharing experience with others

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Microsoft: today

119 countries 40,000

employees
7.9 million
180,000 Yamming the
Lync calls
each month
users Empowering our employees with past 7 days
analytics to drive insights

25,000 7 billion 40,000

personal Managed
devices security events
“All of Microsoft collected daily Windows 10
managed with
(Big Data) systems
runs in the cloud” Windows Intune

270,000 400
SharePoint sites 22% LOB
Applications in
apps in the
Company
220,000 cloud
Raising the bar on security and Portal Providing a global workforce with
on Office365 user experience modern, mobile apps

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Microsoft: the real mobile hardware environment

96,078 29,151 5,450 14,838

Windows Phones iPhones iPads Android
Phones

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Microsoft: a multi-device Software Company

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Real Madrid C.F. Customer Story
Improve fan engagement and experience

Engage Your Challenge Strategy Results

Customers Engage with fans in more Implement a comprehensive • Engaging one-on-one
Customer Real Madrid C.F. personal ways. platform-as-a-service with millions of fans
solution to provide
Country Spain Increase revenue, customize personalized fan experiences • Awareness and analysis of
marketing initiatives, and through: fan behavior
•Microsoft Azure
reinforce the club’s leadership • Fan engagement platform • Near-real-time marketing
•Microsoft
Dynamics CRM position in the worldwide • Extended video platform campaigns
Online sports industry. • Consumer App • Transparent fan
•Microsoft • Telemetry and Data interactions with content
Technology
Dynamics Analysis and advertising
Marketing
•Microsoft Visual
Studio Online
•Office 365

“Using the Microsoft Cloud, we are building a way of understanding

who our fans are, where they are, and what they want from us.”
– José Ángel Sánchez, CEO,
Real Madrid C.F.
Volvo Customer Story
Volvo is reimagining the car-buying experience

Engage Your Challenge Strategy Results

Customers Create a more immersive car- Volvo is using Microsoft • Build reputation as an
Customer Volvo buying experience to help HoloLens to create an innovative and customer-
customers choose and augmented reality interface focused company
Country Sweden configure a vehicle. for customers, helping them
learn about and configure • Increased customer
Differentiate the Volvo brand, cars in three dimensions. satisfaction
highlight innovation, and • Increased sales, upsell
•Windows 10 keep up with customer HoloLens enables customers and cross-sell
Technology expectations. to digitally interact with their
•HoloLens • Fast time-to-market for
automobiles in more more immersive
immersive experiences. experiences

“Volvo is really a human-centric company, that’s the core focus of everything we’ve done
in terms of the products we develop, but also in the way we interact with our customers.”
– Bjorn Annvall
SVP Marketing, Sales, & Services
Microsoft Cognitive Services

https://www.microsoft.com/cognitive-services
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The network of physical
objects that contain
“”

embedded technology to
communicate and interact
with their internal states or
the external environment.

Source: Gartner
Making automated
processes faster and
easier

DOMINIK BÖSL
Corporate Innovation Office, Technical Fellow
Elevating customer
service with the Internet
of Things

ANDREAS SCHIERENBECK
CEO
 Make IoT real with the Internet of Your Things...

Rockwell Automation ThyssenKrupp Elevator Autolib’ Lido Stone Works SLAC National Accelerator

Henry Mayo Newhall Hospital Kaiser Permanente KUKA Robotics Orleans Parish Royal Caribbean

https://internetofyourthings.com
Fameccanica

19
Salvagnini

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La Minerva: new business/sales model

https://www.solaircorporate.com/it/storie-successo-iot/macchine-industria-alimentare-
minerva/
Costa Crociere

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 PCs/ Smart Tablets
Laptops Phones

POS Medical Automation

Terminals devices Devices

Industrial Handheld
devices ATMs Scanners

“”

Vehicles LoB Assets

Buildings and Infrastructure Assets

Chips Sensors
Data intensive economy

7 years 98 years 113 years 8 years 20 years 89 years

460 33000 187000 1500000 857000 697000

$62,5B $3,7B $55B $24B $16,36B $16,88B

16 years 21 years 53 years 18 (9) years 43 years 73 years

0M 10,2M 50,7M 71M 36M 13M

$168B $251B $207B $38,2B $18B $20,72B

roberfil@microsoft.com

@MSRoberFil