Case studies on how service design structures the organizational framework. Breakthrough technologies to scale ideas.

1. DIGITAL BUSINESS TRANSFORMATION
A frame to think about transforming “Enterprises”
S A URABH D A S
@ S D A S _ S A P E
H e a d O f D i g i t a l S t r a t e g y G r o u p
HELLO

2. 2
Wicked
Problem
Incomplete or
contradictory
knowledge
Large number of people
and opinions involved
More than one possible
cause and solution
Interconnected nature
with other problems
It is a unique as the
context it occurs in

3. 3
3+1
IMPLICATION FOR ENTERPRISES

4. 4
1 S H I F T I N G B U S I N E S S O P E R A T I N G M O D E L F O R T R A N S F O R M A T I O N
C

5. 5

6. 6
2 SERVICE DESIGN - A STRUCTURED FRAME TO ORGANIZE FOR
CUSTOMER CENTRICITY

7. 7
Service Experience can be
Monetized
EXPERIENCE
3.50 EUR
SERVICE
1.20 EUR
PRODUCT
0.25 EUR
COMMODITY
0.05 EUR
Economic value
of a cup of coffee
ServiceExperience

8. 8
Service Design is about Orchestration
BACK-
STAGE
FRONT
STAGE
Behind the
scenes
organization
Behind the
scenes
customer
scape

9. 9
3 TECHNOLOGY & DATA TO SCALE THE NEXT BIG IDEA

10. BREAKTHROUGH TECHNOLOGIES
10%
CORE TRANSFORMATIONA
LArtificial
Intelligence
Robotics Augmented
Reality
3D Printing Cloud
Computing
Big Data Blockchain IOT Wearables

12. 12
+1 CULTURE OF SPEED & AGILITY

13. 13
“The world is changing very fast. Big will not beat small
anymore. It will be the fast beating the slow”.
11% 19% 27% 24% 10% 4% 5%
Multiple
times a day
Multiple
times a week
Weekly Monthly Quarterly Half Year Year or less

14. 14

15. 15
In Summary
1. Challenge traditional business models &
strategy to reimagine value-chain
2. Service Design lends a structured systems
frame for organization to accelerate
transformative journey by placing customer
at the center
3. Right and purposeful use of modern
technologies to scale your ideas
+1. Institute a culture of speed & agility to
rapidly take ideas to market

16. THANK YOU