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Business Analysis in the Digital Age
#ISSLearningDay
Ms. Sharon Lau, NUS-ISS
Principal Lecturer & Consultant
2nd August 2019
Agenda
#ISSLearningDay
• ‘VUCA’ Environment In Digital Economy
• Digital Business Analysis
‘VUCA’ Environment In Digital Economy
#ISSLearningDay
‘VUCA’ World
#ISSLearningDay
Digital Technology is the New Business Driver
#ISSLearningDay
ARTIFICIAL INTELLIGENCE & MACHINE LEARNING BLOCKCHAIN 3D/4D PRINTING
https://www.youtube.com/watch?v=nwPtcqcqz00
Customer Centricity in Digital Era
#ISSLearningDay
SEAMLESS ONLINE OFFLINE
https://www.capitaland.com/international/en/about-capitaland/newsroom/news-releases/international/2018/may/nr-20180525-capitaland-shapes-funan-into-singapore-first-online-and-offline-shopping-mall.html
Customer Centricity in Digital Era
#ISSLearningDay
CUSTOMER EXPERIENCE
Customer Centricity in Digital Era
#ISSLearningDay
CUSTOMER PERSONALIZATION
https://www.youtube.com/watch?v=SmGRBoam1aA
Digital Business Analysis
#ISSLearningDay
#ISSLearningDay
Digital Business Analysis
https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success
#ISSLearningDay
Support Evolving Business Models with
Platform Thinking
https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success
Top 10 Best-Performing Companies
In The World, 2019
#ISSLearningDay
https://ceoworld.biz/2019/06/28/the-top-100-best-performing-companies-in-the-world-2019/
Platform Business Model
#ISSLearningDay
 Platforms Business Model as new
Strategic Options
 Collaborate across your value-chain
to meet your Customer needs
 Collaborate with your competitors for
a win-win approach
Platform vs Ecosystem
#ISSLearningDay
A business platform creates value by
facilitating exchanges between two or
more interdependent groups, usually
consumers and producers.
A business ecosystem is the network of
organizations involved in the delivery of a
specific product or service through both
competition and cooperation.
#ISSLearningDay
Disruptive Business Model
Envision the Outcome with Strategic Thinking
#ISSLearningDay
https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success
#ISSLearningDay
Scenario Planning
Plausible Plausible
Plausible Plausible
Blue Ocean Thinking
#ISSLearningDayhttps://www.blueoceanstrategy.com/what-are-red-blue-oceans/
Strategy Canvas & ERRC Grid
#ISSLearningDay
Competing Factors
• Graphical representation of Strategy
• Big Picture View
• Landscape Scanning
• Relative Positioning vs Competitors
Own the Product with Portfolio Thinking
#ISSLearningDay
https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success
McKenzie 3 Horizons Model
#ISSLearningDay
 The McKinsey three horizon model is
designed to highlight the difference
between near term investments which
expand current business operations
(Horizon 1) and future focused investments
which are more speculative.
 Horizon 2 and 3 focus on transformative
business opportunities, which while often not
“urgent” are very important for long term
survival.
Facebook 3 Horizons Model (2017)
#ISSLearningDay
Infuse Customer Empathy with Design Thinking
#ISSLearningDay
https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success
Customer Total Experience
#ISSLearningDay
People are 2x
more likely to
share bad
customer
experiences
than good ones
2x 12
12 positive
experience to
make up for 1
unresolved
negative
experience
4%
Companies
hear only 4%
of its
dissatisfied
customers
7
7 times more
expensive to
find new
customer than
keep existing
one
60%
60% will try
new brand if it
provides
better
experience
https://www.helpscout.net/75-customer-service-facts-quotes-statistics/
https://www.superoffice.com/blog/customer-experience-strategy/
Design Thinking
#ISSLearningDay
Customer Persona, Journey Map, Service Blueprint
#ISSLearningDay
https://www.getcloudapp.com/blog/customer-persona
https://www.edrawsoft.com/customer-journey-map-templates.php
http://www.factotum-design.co.uk/service-design/
Enable Smart Decision With Data Thinking
#ISSLearningDay
https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success
Stich Fix
#ISSLearningDay
https://www.youtube.com/watch?v=Bqc9GfB8oa4
Successful Product Launch, or is it?
#ISSLearningDay
30,000 new consumer products are
launched annually, 95% of them fail.
Questions the team asked:
Who is buying?
Who is not buying?
When?
Why?
What is the impact of the marketing
campaign?
How would sales be like next month?
What should we be doing?
The More Insights, The Better Decision
#ISSLearningDay
Learn Continually with Agile Thinking
#ISSLearningDay
https://www.iiba.org/globalassets/documents/campaigns/go-essential-competencies-for-success
Agile Thinking
#ISSLearningDay
https://www.iiba.org/globalassets/standards-and-resources/whitepapers-and-studies/files/embrace-agility.pdf
• MVP
• Product Roadmap
• Portfolio Kanban
• Visioning
• Value Stream Mapping
• Kano Analysis
• Story Mapping
• Retrospective
• Story Decomposition
Digital Business Analysis
#ISSLearningDay
• Digital Environment Scanning
• Platform Thinking
• Strategic & Portfolio Thinking
• Business Innovation & Design Thinking
• Data & Architecture Thinking
• Lean & Agile Thinking
Thank You!
Sharon.Lau@nus.edu.sg
#ISSLearningDay

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