The Record Issue 10: Autumn 2018

33 Digital transformation and change management Maximising data insights Olle Düring explains why Teleopti believes change management is central to digital transformation Morgan Zimmermann of Dassault Systèmes explains how a multiscale approach can support enterprise Digital transformation is as much about organisational change as it is about technology. Change of any type – even when positive – can be scary, so it is wise not to go it alone. This is particularly relevant in terms of customer service and contact centres. New technology is providing opportunities for automated customer service with chatbots and digital assistants including Cortana, built on AI tool kits such as Microsoft Azure Cognitive Services. But how do you get your ‘human’ team on board, and fast? At Teleopti we recognise there is a difference between project management and change management. However, many of the SMART (specific, measurable, attainable, relevant and time-bound) principals of project management can still be applied while adopting a more people-focused approach to change. One way we achieve this is by working collaboratively with customers when introducing workforce management (WFM) solutions so that they are not alone when embracing digital transformation for customer service. Olle Düring is CEO at Teleopti In this connected economy, the digital enterprise generates more data than ever. But thanks to new technologies, companies can now capture far more data from systems, from PLM to ERP, and transform it into explicit knowledge and know-how to drive enterprise performance. The combination of advanced analytics and predictive capabilities – spanning project, issue and change intelligence – means that problems can be anticipated and mitigated, saving time and cutting costs. Dassault Systèmes’ 3DEXPERIENCE platform leverages three ‘engines’: a data science engine, a modelling and simulation engine, and a collaboration engine. Together, they offer unprecedented capabilities. The 3D virtual model becomes a place to play, while measuring simulated impacts of any decision, triggered by real-time projected data and events from the field. Any decision and change is allocated to the right talent or skill, avoiding digital discontinuity due to emails or phones. This leads to a multiscale performance: of the product to be engineered or manufactured, of the process, and of the customer experience. It empowers significant transformation for companies. As an example, a large automotive manufacturing customer decided to digitally connect their manufacturing and engineering analytics to the 3DEXPERIENCE platform. Now, when the management wants to know the status of a car program, they log on to the 3DEXPERIENCE platform and access the real-time data from all the underlying systems. They can customise user-friendly dashboards to visualise, collaborate on and interpret the KPIs most relevant to global product development. As the platform is the only place to visualise their data and there is no way to manipulate or ‘massage’ the data, the single source of truth is a reality. Data quality and reliability have become enabling factors for successful operations. The manufacturer’s organisation has become far more effective in making real-time decisions, driving continuous improvement in all facets of its business. Morgan Zimmermann is CEO of NETVIBES-EXALEAD at Dassault Systèmes

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