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Contributors Andrea Daniels Marketing & Digital Director at British Council “To me, digital is about fixing and transforming the entire organisation…it must also demonstrate amazing client impact” Charles Bodsworth Digital Strategist & Transformation Director at Imperial War Museum “We want digital to completely change the way people work…to reimagine the way curators conduct their role…using social media and delivering content touch points throughout our museums” Christiaan Hen Head of Innovation at Schiphol Group “Digital is not a goal in itself…it must help us solve the capacity problem, improve the passenger experience, as well as reduce cost base” Cynthia Quek Digital Delivery Lead at British Heart Foundation “Digital is ultimately about getting closer to our clients…its about instilling an internal mindset shift ruthlessly focused on user needs” Jack Oliver Independent Digital Transformation Consultant “Digital transformation matters first and foremost because it presents an opportunity to reimagine brand and client experience” Jean-Jacques Thomas Chief Digital & Innovation Officer at SNCF Réseau “Human and technical challenges must go together. It’s as much about new ways of working as incorporating new technology” Contributors
Joost Van Der Made Head of Concept Design & Innovation at Nederlandse Spoorwegen “We use digital to truly make our passengers happy by providing control, appreciation and freedom” Lara Burns Chief Digital & Technology Officer at Age UK “Half the programme is focused on how we improve advice for older people, the other half is focused on smarter working for staff” Neil Wickens CIO Digital at HSBC Private Bank “We are building an event-driven service to support relationship managers in their dealings with our client base…it’s about bringing data closer from the manufacturer to the end user” Philippe Duban Global Head of Retail Banking & Wealth Management Business Transformation at HSBC “Digital is technology that helps us make the bank more efficient for our customers and colleagues…the aim is to make the bank simpler, better and faster” Rob Muir Chief Digital Officer at National Express Group “We have set strategic challenges focused on Innovation, Data and Marketing to improve revenues, efficiency, safety and customer satisfaction” Samantha Fanning Head of Digital at St John Ambulance “Digital is largely focused on the repurposing of our website to be used as a ‘pathfinder’, and to spread the use of Agile methodology across the entire organisation” 9
Page 1: The reality of transformation A rep
Page 4 and 5: Digital transformation has possibly
Page 6 and 7: Expectation digital transformation
Page 10 and 11: Our research
Page 12 and 13: What does digital transformation ac
Page 14 and 15: Planning
Page 17 and 18: Vision and leadership If anything w
Page 19 and 20: “The board need to put their mone
Page 21 and 22: The right leaders Do leaders unders
Page 23 and 24: Top five accelerators to digital tr
Page 25 and 26: Funding and measurement The fact th
Page 27 and 28: One organisation we talked to were
Page 29 and 30: Top five blockers to digital transf
Page 31 and 32: “Culture eats strategy for breakf
Page 33 and 34: “Being a digital organisation mea
Page 35 and 36: “We asked people to change - with
Page 37 and 38: Balance between internal/external r
Page 39 and 40: The ability for an organisation to
Page 41 and 42: Put the framework in place to let o
Page 43 and 44: If the transition from MPV to scale
Page 45 and 46: Whilst our research didn’t focus
Page 47 and 48: About Great State Consumers have hi

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