Digital (R)evolution: Strategies to

Accelerate Business Transformation

Yuri B. Aguiar [Yuri B. Aguiar]
Visit to download the full and correct content document:
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Table of Contents
COVER
FOREWORD
PREFACE

Definition of Work Is Changing

Do Not Ignore the Emotional Component
Ecosystems of Disruption
Hope for the Best, Prepare for the Worst

ACKNOWLEDGMENTS
Chapter 1: Drivers of Change

Brass Ring or Black Hole?

Mechanics of Transformation
Levels of Transformation
On the Ground and in the Trenches

Chapter 2: Focus and Discipline

Brace for Impact

Chapter 3: Idea Incubation

Overcoming the Natural Inclination to Avoid

Risk
You Can't Just Wing It
Inside the Incubator
The QRate Template
Lessons from the Field

Chapter 4: Operational Excellence

Learning from Data

Earning Trust and Building Confidence
Response Time vs. Resolution Time

Chapter 5: Customer-Driven Change

Digital Alchemy
Automated Customer Services
Basic Principles of Transformation
Know Thyself
Real-World Examples and War Stories

Chapter 6: Strategy vs. Execution

 A Blend of Science and Sentiment
Setting Strategy

Chapter 7: Hire Captains, Not Kings or Queens

The Kid in the Corner

The Man with Blue Hair
The Receptionist
Neha and Rahul

Chapter 8: Integrated Ecosystems

Making the Case for Collaboration

Don't Make Assumptions
When Life Gives You Lemons…
Communities of Practice
Social and Collaboration Tools
Innovation Targets
Key Success Factors
Great Execution Eats Strategy for Lunch!
Lessons Learned on Execution
Dealing with an Informed and Intelligent
Audience
Dealing with a Knowledgeable Audience
Global Research Use Case
 More Lessons Learned: When Business Strategy
Is the Only Driver of Transformation
Using Machine Learning to Solve the
Information Overload Challenge
The Future of Collaboration

Chapter 9: Digital Proficiency and Innovation

Here Come the Robots

A Long and Winding Road
Innovation and the Agility Paradox

Chapter 10: Are You “Digitally Determined” or

“Digitally Distraught”?

Why Digital Transformation Seems Confusing

Agent of Change
Three Fundamental Objectives
Key Strategic Elements and Success Factors
Forging a Transformation Reality
Determined or Distraught?
Tone from the Top
Notes

Chapter 11: Use Case: The Smart City

 An Infinite Universe of Moving Parts
Safety First
Six Areas of “Smartness”
Four Stages of Evolution
Note

Chapter 12: Looking Ahead: Runway or Precipice?

Artificial Intelligence
Blockchain
Robotics
Virtual Reality
Big Data
Cloud
Internet of Things
Marketing Automation and Programmatic
Advertising
Don't Get Fooled Again…

Chapter 13: AI: The Elephant in the Room

What Artificial Intelligence Is and Isn't

Adaptive Business Process Transformation
Debunking Myths About Artificial Intelligence
Finding Needles in Haystacks
 Will AI Replace Your Employees?
Is There a Difference Between AI and Data
Science?
Skills You Need to Become a Data Scientist
AI is Part of the Emerging DARQ Stack
Notes

AFTERWORD

Data about Digital Transformation

Tools and Techniques
Digital Identity
Note

ABOUT THE AUTHOR

INDEX
END USER LICENSE AGREEMENT

List of Illustrations
Chapter 2

Figure 2.1 Urgent vs. Important matrix.

 Figure 2.2 Urgent vs. Important matrix with
examples.

Chapter 3

Figure 3.1 The QRate Model.

Figure 3.2 Actions by audience segmentation.

Figure 3.3 Managing adoption rates through
better issue resolution.

Chapter 4

Figure 4.1 Bottom-up approach to service

quality.

Chapter 9

Figure 9.1 The SMART business and digital

transformation method.

Chapter 10

Figure 10.1 Perception and Truth matrix.

Figure 10.2
DIGITAL (R)EVOLUTION

Strategies to Accelerate Business

Transformation

YURI AGUIAR
© 2020 by John Wiley & Sons, Inc. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada.

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Library of Congress Cataloging-in-Publication Data:

Names: Aguiar, Yuri, author.

Title: Digital (r)evolution : strategies to accelerate business transformation /

Yuri B Aguiar.

Description: First Edition. | Hoboken : Wiley, 2020. | Includes index.

Identifiers: LCCN 2019053582 (print) | LCCN 2019053583 (ebook) | ISBN

9781119619734 (hardback) | ISBN 9781119619741 (adobe pdf) | ISBN
9781119619789 (epub)

Subjects: LCSH: Business enterprises—Technological innovations. |

Information technology—Management. | Strategic planning.

Classification: LCC HD45 .A4768 2020 (print) | LCC HD45 (ebook) | DDC
658.4/06—dc23

LC record available at https://lccn.loc.gov/2019053582

LC ebook record available at https://lccn.loc.gov/2019053583

Cover Design: Wiley/Aaron Aguiar

Cover Image: © imaginima/Getty Images

 For Lynn, who taught me resilience

For Aaron and Brandon, who inspire me every day

For my parents, who taught me the value of hard work

For my grandmother, my role model growing up

For family and friends who were always there through the
good times and otherwise
FOREWORD
Waterwheels transformed agriculture and electricity
transformed manufacturing. Today, digital technologies are
transforming everything.

The scope of this transformation is truly astonishing. It's not

surprising that many companies find the challenges of digital
business transformation overwhelming. That's why this book is
so important. It's a practical guide for navigating the rough
waters ahead of us.

This book is also a potent reminder that genuine

transformation is always about people and about providing
tangible opportunities for real growth. Transformation is a
process, and it moves along a fairly predictable path. This book
will help you stick to the path and not get distracted.

From my perspective, transformation enables and empowers

companies to utilize both customer data and performance data
to create new revenue lines that are both vertically and
horizontally integrated. Transformation sets the stage for
creating new business models and new forms of commerce.

Digital transformation is necessary for success and survival in

today's economy, since every company can be considered a
technology company and a potential competitor. The explosion
of digital technology has opened the floodgates for new
entrants in every sector of the global economy, putting every
established incumbent and legacy organization at risk.

The prime example of this phenomenon is Amazon, whose

brilliant use of data analytics completely disrupted the retail
industry. There's a harsh lesson to be learned from Amazon's
rise: if existing companies neglect to embrace digital
technology, new entrants will certainly attempt to disrupt their
business models.

The rapid success of Amazon and other digital disruptors has

left many executives in a state of shock. Many organizations
seem overwhelmed by the sheer scale of change they face. From
the perspective of a traditional company, the challenges can
appear insurmountable.

When people feel helpless, they often make rash decisions that
prove untenable over time. In their rush to “do something,”
they make mistakes. Aiming for short-term victories, they
sacrifice strategic goals. Reading this book will help you
overcome whatever natural sense of panic you might be feeling.
This book will help you slow down and thoughtfully consider
the logical steps of business transformation.

From my perspective, the best approach is setting reasonable

milestones and focusing on incremental gains. Establish
measurable and specific key performance indicators (KPIs),
benchmarks or milestones that will guide you gradually toward
success.

Don't just say, “We want transformation.” Instead, decide what

transformation looks like to you and how you will get there.
Develop a plan ahead of time and stick to it—but don't be afraid
to update it as you move along your transformation journey.
Cultivate trusted partners to help you execute. Revisit your
transformation strategy regularly to keep growing far into the
future.

The power of technology is both exciting and compelling.

Helping other people recognize what an effective strategy can
create for them and seeing them getting excited about it—that's
a great feeling.

We all love to read and hear about success stories, where

everything works. This book will help you and your
stakeholders write your own success stories.

Some people ask me, “What's next? What comes after

transformation?” Frankly, I believe the next big challenge will
be answering the same questions that successful, forward-
thinking companies have always been asking:

How can we provide further opportunities for our

employees, our experts, our leaders, and our creative
thinkers to grow and develop?
 How can we strengthen the relationship between the
corporation and the people it serves, its employees, and
the larger community?

These basic questions haven't changed—the best companies are

always looking toward the future. What will change, however,
are the ways we work toward achieving our goals, using the
knowledge and resources available to us through digital
business transformation.

This book is an important step toward achieving a better

future, and I am confident that you will enjoy reading it.

CEO, Alphaserve TechnologiesArup Das

PREFACE
We've all heard and read that digital transformation is
changing our lives. But how precisely are we being
transformed? Which aspects of our lives are changing and why
does digital transformation matter? Why should you read this
book? More specifically, why should you read this book right
now?

Digital transformation and digital disruption are urgent

concerns for all of us, all over the world. Together they have
become an inexorable force of nature. Even if your organization
is operating smoothly and hitting its numbers today, I can
guarantee you will experience transformation and disruption in
the near future.

Elon Musk talks about sending people to Mars. On every

imaginable level, the act of colonizing another planet would
profoundly transform human culture. Yet we are already deep
into the process of transforming humanity.

For the past 100 years, we have been shifting steadily from a
culture based primarily on physical labor to a culture based
primarily on intellectual labor. In recent decades, the shift has
been accelerated by the availability of high-speed computing
and broadband communications networks, and by the
emergence of data science techniques that have led to the
development of practical artificial intelligence.

Soon, the knowledge workers who replaced physical laborers

will be at risk of being replaced by AI bots. With alarming
speed, we are transitioning from a carbon-based to a silicon-
based civilization. This transformation is not a trivial matter.

Definition of Work Is Changing

Within an extremely brief span of time, everything we think of
as “work” will be performed by physical or digital robots
(scripts) guided by artificial intelligence. Any kind of repetitive
task that can be automated will be automated. For human
beings, work will become a blend of complex abstract reasoning
and pure creativity. In other words, people will only do work
that machines are incapable of performing.

What kind of work will we do? Anything that requires

creativity, imagination, tenderness, affection, empathy, or love.
We will be creators, innovators, inventors, entrepreneurs,
artists, poets, teachers, athletes, gamers, healers, caregivers
and lifelong learners.

This is not science fiction or fanciful thinking. We're no longer

on the cusp of a new era. We are experiencing the opening act
of a fundamental shift. Some parts of the world will arrive at
this future state sooner than others. But this is our shared
destiny, and we need to prepare for it.

That's the big picture, in broad strokes. The rest of this book is
about the details of getting from our present state to our digital
future. This book is neither a roadmap nor a theoretical
treatise. It falls somewhere in between.

I'm perturbed by pundits who make false comparisons between

the digital transformation we're facing today and
transformations of the past. The digital disruption I'm writing
about will shake the foundations of society. It will truly rock
our world and change our lives. Most of those changes will be
for the better. But many of the changes will leave us feeling lost
and confused.

Digital transformation will create millions of new jobs. From a

global perspective, I am optimistic and enthusiastic about our
future. Yet I am also a realist, and I know that transformation
will eliminate jobs and disrupt the careers of people in many
sectors of the global economy.

“A digital tsunami is coming,” says Chetan Dube, a thought

leader in artificial intelligence and the chief executive officer of
IPsoft. “Overall, it's a benign tsunami. But it's like a 100-foot
wall of water coming toward us. It will sweep away many of the
ordinary chores and tasks we do at work. It will remove
drudgery from our lives, freeing us to become our best and
most creative selves. But we cannot simply sit on the beach and
wait for the tsunami to hit us. We must prepare. We must move
to higher ground.”

Do Not Ignore the Emotional

Component
Moving to higher ground requires leaving behind anything that
isn't required for immediate survival. As leaders of
transformation, it's our responsibility to help people overcome
the emotional obstacles they will invariably face as they shed
their old work habits and adopt new methods for achieving
their goals in the modern workplace.

The process of moving from the familiar past into an unknown

future is difficult, to say the least. Ignoring the emotional
component would be a sign of poor leadership, and a clear
invitation to failure.

I had a wonderful conversation with my friend and colleague,

Ben Richards. Ben is the worldwide chief strategy officer at
Ogilvy, and he has vast experience helping major brands that
are grappling with business transformation strategies.

Here's a brief summary of what Ben told me:

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