The Digital Capability and Skills Dilemma Paul Dunne, CEO, Digital Skills Academy Presentation to IVI Summit – 9th September 2014 © Digital Skills Academy 2014 Why Digital? According to Oxford Internet Institute in 2013 only 18% of UK adults had NEVER used the Internet, down from 23% in 2011 … and of these 70% have “proxyuse” According to the BBA (British Bankers Association) by the end of 2014 only 10% of transactions at NatWest and RBS will be branchbased, down from 25% in 2010 (via friends, family and fellow workers!) © Digital Skills Academy 2014 Digital transformations customer experiences operational processes business models 77%* of executives say skills gaps are hindering digital transformation ____________________________________________________________________________________________________________________________________________________ © Digital Skills Academy 2013 *MIT Sloan Management Review, ‘The Digital Capabilities Your Company Needs’, October 2012 Digital transformations © Digital Skills Academy 2013 Source: Digital Transformation: A Roadmap for Billion-Dollar Organizations Digital transformations © Digital Skills Academy 2013 Source: Digital Transformation: A Roadmap for Billion-Dollar Organizations Skills needed IT & tech DevOps Mobile/social analytics tech & channels insights IT development and operations; specific technologies – mobile/social etc.; analytics & insights; ____________________________________________________________________________________________________________________________________________________ © Digital Skills Academy 2013 *MIT Sloan Management Review, ‘The Digital Capabilities Your Company Needs, October 2012 Skills needed According to Gartner (2012) over 4.4 million IT jobs will be created around Big Data by 2015, however only a third of these new jobs will be filled … (Source: Gartner, “Gartner Says Big data Creates Big Jobs”, October 2012) … yet research shows that 1 in 5 Digital Natives / Millenials are lacking in analytical skills. (Source: Global HR Business, “Millennials Have Least Analytical Acumen, Gen Xers the Highest in Today’s Workforce, New Survey Suggests”, August 2013) Why the shortage? mobile social analytics Permeating every function across the organisation … impacting far beyond IT … demanding constant ‘skills-adaption’ © Digital Skills Academy 2014 Source: The Digital Talent Gap: Developing Skills for Today’s Digital Organizations, Capgemini Consulting and MIT Center for Digital Business , 2013 Source: The Digital Talent Gap: Developing Skills for Today’s Digital Organizations, Capgemini Consulting and MIT Center for Digital Business , 2013 Source: The Digital Talent Gap: Developing Skills for Today’s Digital Organizations, Capgemini Consulting and MIT Center for Digital Business , 2013 Digital demands … Business professionals learn digital tech … ✓ … and Technical talent learn business skills © Digital Skills Academy 2014 Cross-functional Engineers and designers in-sync with marketing and product ✓ Professionals evolved across business & tech © Digital Skills Academy 2014 Specific skills areas Mobile ✓ social analytics App Building Brand data Developers & Community Engineers Ux virtual product Digital Designers Facilitation Managers project Managers cloud Growth Engineers & security hackers Administrators Engineers Cross-functional Pros Combining tech and data skills with strategic and creative thinking, … ✓ …collaboration and skills in communication … across silos © Digital Skills Academy 2013 Why Digital? The Digital Customer Experience (DCX) Aligning technology and business models to more effectively engage digital customers at every touchpoint in the customer experience lifecycle © Digital Skills Academy 2014 Digital CX re-visited The Digital Customer Experience (DCX) It’s not all about technology. It is ALL about Digital Behaviour: The application of digital technology is transforming all aspects of human society © Digital Skills Academy 2014 © Digital Skills Academy 2014 © Digital Skills Academy 2014 © Digital Skills Academy 2014 Look forward to discussing this with you Paul Dunne, CEO, Digital Skills Academy [email protected] © Digital Skills Academy 2014