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A Field Guide to Digital Transformation

 E-book Engels 2022 9780137571970
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Samenvatting

A Field Guide to Digital Transformation is a complete tutorial on digital transformation concepts, tools, technologies and practices, organized into a proven industry framework for adoption. Best-selling IT author Thomas Erl and Roger Stoffers offer end-to-end coverage of the full project lifecycle, walking readers through planning, defining, designing, building, and governing digital transformation solutions. The authors highlight common risks, pitfalls, and adoption considerations, sharing practical insights into the organizational, cultural, technological, and operational impacts associated with digital transformation initiatives.

Uniquely detailed and practical, this guide reflects the authors' deep experience driving value from digital transformation using technologies available right now.

Specificaties

ISBN13:9780137571970
Taal:Engels
Bindwijze:e-book
Uitgever:Pearson Education
Serie:The Pearson Digital Enterprise Series from Thomas Erl

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Inhoudsopgave

<div> About This Book&nbsp; &nbsp; &nbsp;xxvii </div> <div> <br> </div> <div> PART I: DIGITAL TRANSFORMATION FUNDAMENTALS </div> <div> <br> </div> <div> Chapter 1: Understanding Digital Transformation&nbsp; &nbsp; &nbsp;3 </div> <div> <br> </div> <div> (What is Digital Transformation?)&nbsp; &nbsp; &nbsp;3 </div> <div> <br> </div> <div> Business, Technology, Data and People&nbsp; &nbsp; &nbsp;5 </div> <div> <br> </div> <div> &nbsp; &nbsp; Digital Transformation and Business&nbsp; &nbsp; &nbsp;6 </div> <div> <br> </div> <div> &nbsp; &nbsp; Digital Transformation and Technology&nbsp; &nbsp; &nbsp;7 </div> <div> <br> </div> <div> &nbsp; &nbsp; Digital Transformation and Data&nbsp; &nbsp; &nbsp;9 </div> <div> <br> </div> <div> &nbsp; &nbsp; Digital Transformation and People&nbsp; &nbsp; &nbsp;10 </div> <div> <br> </div> <div> &nbsp; &nbsp; Digital Transformation and Organizations and Solutions&nbsp; &nbsp; &nbsp;11 </div> <div> <br> </div> <div> Chapter 2: Common Business Drivers&nbsp; &nbsp; &nbsp;13 </div> <div> <br> </div> <div> (What Led to Digital Transformation?)&nbsp; &nbsp; &nbsp;13 </div> <div> <br> </div> <div> Losing Touch with Customer Communities&nbsp; &nbsp; &nbsp;14 </div> <div> <br> </div> <div> Inability to Grow in Stale Marketplaces&nbsp; &nbsp; &nbsp;16 </div> <div> <br> </div> <div> Inability to Adapt to Rapidly Changing Marketplaces&nbsp; &nbsp; &nbsp;16 </div> <div> <br> </div> <div> Cold Customer Relationships&nbsp; &nbsp; &nbsp;19 </div> <div> <br> </div> <div> Inefficient Operations&nbsp; &nbsp; &nbsp;19 </div> <div> <br> </div> <div> Inefficient Decision-Making&nbsp; &nbsp; &nbsp;21 </div> <div> <br> </div> <div> Chapter 3: Common Technology Drivers&nbsp; &nbsp; &nbsp;23 </div> <div> <br> </div> <div> (What Enables Digital Transformation?)&nbsp; &nbsp; &nbsp;23 </div> <div> <br> </div> <div> Enhanced and Diverse Data Collection&nbsp; &nbsp; &nbsp;25 </div> <div> <br> </div> <div> Contemporary Data Science&nbsp; &nbsp; &nbsp;27 </div> <div> <br> </div> <div> Sophisticated Automation Technology&nbsp; &nbsp; &nbsp;29 </div> <div> <br> </div> <div> Autonomous Decision-Making&nbsp; &nbsp; &nbsp;29 </div> <div> <br> </div> <div> Centralized, Scalable, Resilient IT Resources&nbsp; &nbsp; &nbsp;31 </div> <div> <br> </div> <div> Immutable Data Storage&nbsp; &nbsp; &nbsp;33 </div> <div> <br> </div> <div> Ubiquitous Multiexperience Access&nbsp; &nbsp; &nbsp;34 </div> <div> <br> </div> <div> Chapter 4: Common Benefits and Goals&nbsp; &nbsp; &nbsp;37 </div> <div> <br> </div> <div> (Why Undergo a Digital Transformation?)&nbsp; &nbsp; &nbsp;37 </div> <div> <br> </div> <div> Enhanced Business Alignment&nbsp; &nbsp; &nbsp;39 </div> <div> <br> </div> <div> Enhanced Automation and Productivity&nbsp; &nbsp; &nbsp;42 </div> <div> <br> </div> <div> Enhanced Data Intelligence and Decision-Making&nbsp; &nbsp; &nbsp;44 </div> <div> <br> </div> <div> Improved Customer Experience and Customer Confidence&nbsp; &nbsp; &nbsp;44 </div> <div> <br> </div> <div> Improved Organizational Agility&nbsp; &nbsp; &nbsp;48 </div> <div> <br> </div> <div> Improved Ability to Attain Market Growth&nbsp; &nbsp; &nbsp;50 </div> <div> <br> </div> <div> Chapter 5: Common Risks and Challenges&nbsp; &nbsp; &nbsp;53 </div> <div> <br> </div> <div> (What Are the Pitfalls?)&nbsp; &nbsp; &nbsp;53 </div> <div> <br> </div> <div> Poor Data Quality and Data Bias&nbsp; &nbsp; &nbsp;55 </div> <div> <br> </div> <div> Increased Quantity of Vulnerable Digital Data&nbsp; &nbsp; &nbsp;55 </div> <div> <br> </div> <div> Resistance to Digital Culture&nbsp; &nbsp; &nbsp;58 </div> <div> <br> </div> <div> Risk of Over-Automation&nbsp; &nbsp; &nbsp;59 </div> <div> <br> </div> <div> Difficult to Govern&nbsp; &nbsp; &nbsp;61 </div> <div> <br> </div> <div> Chapter 6: Realizing Customer-Centricity&nbsp; &nbsp; &nbsp;63 </div> <div> <br> </div> <div> What Is a Product?&nbsp; &nbsp; &nbsp;64 </div> <div> <br> </div> <div> What Is a Customer?&nbsp; &nbsp; &nbsp;65 </div> <div> <br> </div> <div> Product-Centric vs. Customer-Centric Relationships&nbsp; &nbsp; &nbsp;67 </div> <div> <br> </div> <div> Transaction-Value vs. Relationship-Value Actions&nbsp; &nbsp; &nbsp;69 </div> <div> <br> </div> <div> Customer-Facing vs. Customer-Oriented Actions&nbsp; &nbsp; &nbsp;71 </div> <div> <br> </div> <div> Relationship Value and Warmth&nbsp; &nbsp; &nbsp;71 </div> <div> <br> </div> <div> &nbsp; &nbsp; Warmth in Communication&nbsp; &nbsp; &nbsp;71 </div> <div> <br> </div> <div> &nbsp; &nbsp; Warmth in Proactive Accommodation&nbsp; &nbsp; &nbsp;74 </div> <div> <br> </div> <div> &nbsp; &nbsp; Warmth in Customer Rewards&nbsp; &nbsp; &nbsp;76 </div> <div> <br> </div> <div> &nbsp; &nbsp; Warmth in Exceeding Customer Expectations&nbsp; &nbsp; &nbsp;76 </div> <div> <br> </div> <div> Single vs. Multi vs. Omni-Channel Customer Interactions&nbsp; &nbsp; &nbsp;77 </div> <div> <br> </div> <div> Customer Journeys&nbsp; &nbsp; &nbsp;81 </div> <div> <br> </div> <div> Customer Data Intelligence&nbsp; &nbsp; &nbsp;84 </div> <div> <br> </div> <div> Chapter 7: Data Intelligence Basics&nbsp; &nbsp; &nbsp;89 </div> <div> <br> </div> <div> Data Origins (Where Does the Data Come From?)&nbsp; &nbsp; &nbsp;90 </div> <div> <br> </div> <div> &nbsp; &nbsp; Corporate Data&nbsp; &nbsp; &nbsp;92 </div> <div> <br> </div> <div> &nbsp; &nbsp; Third-Party Data&nbsp; &nbsp; &nbsp;92 </div> <div> <br> </div> <div> &nbsp; &nbsp; Creating New Corporate Data Intelligence&nbsp; &nbsp; &nbsp;92 </div> <div> <br> </div> <div> Common Data Sources (Who Produces the Data?)&nbsp; &nbsp; &nbsp;93 </div> <div> <br> </div> <div> &nbsp; &nbsp; Operations Data&nbsp; &nbsp; &nbsp;95 </div> <div> <br> </div> <div> &nbsp; &nbsp; Customer Data&nbsp; &nbsp; &nbsp;95 </div> <div> <br> </div> <div> &nbsp; &nbsp; Social Media Data&nbsp; &nbsp; &nbsp;95 </div> <div> <br> </div> <div> &nbsp; &nbsp; Public Sector Data&nbsp; &nbsp; &nbsp;96 </div> <div> <br> </div> <div> &nbsp; &nbsp; Private Sector Data&nbsp; &nbsp; &nbsp;97 </div> <div> <br> </div> <div> Data Collection Methods (How Is the Data Collected?)&nbsp; &nbsp; &nbsp;97 </div> <div> <br> </div> <div> &nbsp; &nbsp; Manual Data Entry&nbsp; &nbsp; &nbsp;98 </div> <div> <br> </div> <div> &nbsp; &nbsp; Automated Data Entry or Collection&nbsp; &nbsp; &nbsp;98 </div> <div> <br> </div> <div> &nbsp; &nbsp; Telemetry Data Capture&nbsp; &nbsp; &nbsp;98 </div> <div> <br> </div> <div> &nbsp; &nbsp; Digitization&nbsp; &nbsp; &nbsp;99 </div> <div> <br> </div> <div> &nbsp; &nbsp; Data Ingress&nbsp; &nbsp; &nbsp;101 </div> <div> <br> </div> <div> Data Utilization Types (How Is the Data Used?)&nbsp; &nbsp; &nbsp;101 </div> <div> <br> </div> <div> &nbsp; &nbsp; Analysis and Reporting&nbsp; &nbsp; &nbsp;101 </div> <div> <br> </div> <div> &nbsp; &nbsp; Automated Decision-Making&nbsp; &nbsp; &nbsp;102 </div> <div> <br> </div> <div> &nbsp; &nbsp; Solution Input&nbsp; &nbsp; &nbsp;103 </div> <div> <br> </div> <div> &nbsp; &nbsp; Bot-Driven Automation&nbsp; &nbsp; &nbsp;103 </div> <div> <br> </div> <div> &nbsp; &nbsp; Model Training and Retraining&nbsp; &nbsp; &nbsp;103 </div> <div> <br> </div> <div> &nbsp; &nbsp; Historical Record Keeping&nbsp; &nbsp; &nbsp;104 </div> <div> <br> </div> <div> Chapter 8: Intelligent Decision-Making&nbsp; &nbsp; &nbsp;105 </div> <div> <br> </div> <div> Manual Decision-Making&nbsp; &nbsp; &nbsp;107 </div> <div> <br> </div> <div> &nbsp; &nbsp; Computer-Assisted Manual Decision-Making&nbsp; &nbsp; &nbsp;107 </div> <div> <br> </div> <div> Conditional Automated Decision-Making&nbsp; &nbsp; &nbsp;108 </div> <div> <br> </div> <div> Intelligent Manual Decision-Making&nbsp; &nbsp; &nbsp;109 </div> <div> <br> </div> <div> Intelligent Automated Decision-Making&nbsp; &nbsp; &nbsp;112 </div> <div> <br> </div> <div> &nbsp; &nbsp; Direct-Driven Automated Decision-Making&nbsp; &nbsp; &nbsp;113 </div> <div> <br> </div> <div> &nbsp; &nbsp; Periodic Automated Decision-Making&nbsp; &nbsp; &nbsp;114 </div> <div> <br> </div> <div> &nbsp; &nbsp; Realtime Automated Decision-Making&nbsp; &nbsp; &nbsp;115 </div> <div> <br> </div> <div> Intelligent Manual vs. Intelligent Automated Decision-Making&nbsp; &nbsp; &nbsp;115 </div> <div> <br> </div> <div> PART II: DIGITAL TRANSFORMATION IN PRACTICE </div> <div> <br> </div> <div> Chapter 9: Understanding Digital Transformation Solutions&nbsp; &nbsp; &nbsp;121 </div> <div> <br> </div> <div> Distributed Solution Design Basics&nbsp; &nbsp; &nbsp;122 </div> <div> <br> </div> <div> Data Ingress Basics&nbsp; &nbsp; &nbsp;127 </div> <div> <br> </div> <div> &nbsp; &nbsp; File Pull&nbsp; &nbsp; &nbsp;127 </div> <div> <br> </div> <div> &nbsp; &nbsp; File Push&nbsp; &nbsp; &nbsp;128 </div> <div> <br> </div> <div> &nbsp; &nbsp; API Pull&nbsp; &nbsp; &nbsp;129 </div> <div> <br> </div> <div> &nbsp; &nbsp; API Push&nbsp; &nbsp; &nbsp;129 </div> <div> <br> </div> <div> &nbsp; &nbsp; Data Streaming&nbsp; &nbsp; &nbsp;130 </div> <div> <br> </div> <div> Common Digital Transformation Technologies&nbsp; &nbsp; &nbsp;132 </div> <div> <br> </div> <div> Chapter 10: An Introduction to Digital Transformation Automation Technologies&nbsp; &nbsp; &nbsp;135 </div> <div> <br> </div> <div> Cloud Computing&nbsp; &nbsp; &nbsp;137 </div> <div> <br> </div> <div> &nbsp; &nbsp; Cloud Computing in Practice&nbsp; &nbsp; &nbsp;138 </div> <div> <br> </div> <div> &nbsp; &nbsp; Common Risks and Challenges&nbsp; &nbsp; &nbsp;143 </div> <div> <br> </div> <div> Blockchain&nbsp; &nbsp; &nbsp;144 </div> <div> <br> </div> <div> &nbsp; &nbsp; Blockchain in Practice&nbsp; &nbsp; &nbsp;145 </div> <div> <br> </div> <div> &nbsp; &nbsp; &nbsp; &nbsp; Partial Business Data Capture&nbsp; &nbsp; &nbsp;147 </div> <div> <br> </div> <div> &nbsp; &nbsp; &nbsp; &nbsp; Full Business Data Capture&nbsp; &nbsp; &nbsp;148 </div> <div> <br> </div> <div> &nbsp; &nbsp; &nbsp; &nbsp; Log Data Access Capture&nbsp; &nbsp; &nbsp;150 </div> <div> <br> </div> <div> &nbsp; &nbsp; &nbsp; &nbsp; Partial Business Data Store&nbsp; &nbsp; &nbsp;151 </div> <div> <br> </div> <div> &nbsp; &nbsp; &nbsp; &nbsp; Ledger Export&nbsp; &nbsp; &nbsp;152 </div> <div> <br> </div> <div> &nbsp; &nbsp; Common Risks and Challenges&nbsp; &nbsp; &nbsp;153 </div> <div> <br> </div> <div> Internet of Things (IoT)&nbsp; &nbsp; &nbsp;154 </div> <div> <br> </div> <div> &nbsp; &nbsp; IoT Devices&nbsp; &nbsp; &nbsp;154 </div> <div> <br> </div> <div> &nbsp; &nbsp; IoT in Practice&nbsp; &nbsp; &nbsp;160 </div> <div> <br> </div> <div> &nbsp; &nbsp; Common Risks and Challenges&nbsp; &nbsp; &nbsp;163 </div> <div> <br> </div> <div> Robotic Process Automation (RPA)&nbsp; &nbsp; &nbsp;164 </div> <div> <br> </div> <div> &nbsp; &nbsp; RPA in Practice&nbsp; &nbsp; &nbsp;165 </div> <div> <br> </div> <div> &nbsp; &nbsp; Common Risks and Challenges&nbsp; &nbsp; &nbsp;168 </div> <div> <br> </div> <div> Chapter 11: An Introduction to Digital Transformation Data Science Technologies&nbsp; &nbsp; &nbsp;171 </div> <div> <br> </div> <div> Big Data Analysis and Analytics&nbsp; &nbsp; &nbsp;172 </div> <div> <br> </div> <div> &nbsp; &nbsp; The Five V's of Big Data&nbsp; &nbsp; &nbsp;175 </div> <div> <br> </div> <div> &nbsp; &nbsp; Big Data in Practice&nbsp; &nbsp; &nbsp;177 </div> <div> <br> </div> <div> &nbsp; &nbsp; Common Risks and Challenges&nbsp; &nbsp; &nbsp;178 </div> <div> <br> </div> <div> Machine Learning&nbsp; &nbsp; &nbsp;179 </div> <div> <br> </div> <div> &nbsp; &nbsp; Model Training&nbsp; &nbsp; &nbsp;180 </div> <div> <br> </div> <div> &nbsp; &nbsp; Machine Learning in Practice&nbsp; &nbsp; &nbsp;180 </div> <div> <br> </div> <div> &nbsp; &nbsp; Common Risks and Challenges&nbsp; &nbsp; &nbsp;184 </div> <div> <br> </div> <div> Artificial Intelligence (AI)&nbsp; &nbsp; &nbsp;186 </div> <div> <br> </div> <div> &nbsp; &nbsp; Neural Networks&nbsp; &nbsp; &nbsp;186 </div> <div> <br> </div> <div> &nbsp; &nbsp; Automated Decision-Making&nbsp; &nbsp; &nbsp;187 </div> <div> <br> </div> <div> &nbsp; &nbsp; AI in Practice&nbsp; &nbsp; &nbsp;189 </div> <div> <br> </div> <div> &nbsp; &nbsp; Common Risks and Challenges&nbsp; &nbsp; &nbsp;189 </div> <div> <br> </div> <div> Chapter 12: Inside a Customer-Centric Solution&nbsp; &nbsp; &nbsp;193 </div> <div> <br> </div> <div> Scenario Background&nbsp; &nbsp; &nbsp;195 </div> <div> <br> </div> <div> &nbsp; &nbsp; Business Challenges&nbsp; &nbsp; &nbsp;195 </div> <div> <br> </div> <div> &nbsp; &nbsp; The Original Customer Journey&nbsp; &nbsp; &nbsp;196 </div> <div> <br> </div> <div> &nbsp; &nbsp; Business Objectives&nbsp; &nbsp; &nbsp;201 </div> <div> <br> </div> <div> Terminology Recap&nbsp; &nbsp; &nbsp;201 </div> <div> <br> </div> <div> &nbsp; &nbsp; Key Terms from Chapter 6: Realizing Customer-Centricity&nbsp; &nbsp; &nbsp;202 </div> <div> <br> </div> <div> &nbsp; &nbsp; Key Terms from Chapter 7: Data Intelligence Basics&nbsp; &nbsp; &nbsp;202 </div> <div> <br> </div> <div> &nbsp; &nbsp; Key Terms from Chapter 8: Intelligent Decision-Making&nbsp; &nbsp; &nbsp;203 </div> <div> <br> </div> <div> &nbsp; &nbsp; Key Terms from Chapter 9: Understanding Digital Transformation Solutions&nbsp; &nbsp; &nbsp;203 </div> <div> <br> </div> <div> &nbsp; &nbsp; Key Terms from Chapter 10: An Introduction to Digital Transformation Automation Technologies&nbsp; &nbsp; &nbsp;204 </div> <div> <br> </div> <div> &nbsp; &nbsp; Key Terms from Chapter 11: An Introduction to Digital Transformation Data Science Technologies&nbsp; &nbsp; &nbsp;204 </div> <div> <br> </div> <div> The Enhanced Customer Journey&nbsp; &nbsp; &nbsp;204 </div> <div> <br> </div> <div> &nbsp; &nbsp; Supporting Data Sources&nbsp; &nbsp; &nbsp;205 </div> <div> <br> </div> <div> &nbsp; &nbsp; Step-by-Step Business Process&nbsp; &nbsp; &nbsp;206 </div> <div> <br> </div> <div> Future Decision-Making&nbsp; &nbsp; &nbsp;241 </div> <div> <br> </div> <div> About the Authors&nbsp; &nbsp; &nbsp;243 </div> <div> <br> </div> <div> Index&nbsp; &nbsp; &nbsp;245 </div> <div> <br> </div>

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