Field Guide to Digital Transformation, A

Thomas Erl is a best-selling IT author who has authored and co-authored 15 books published by Prentice Hall and Pearson Education and dedicated to topics focused on contemporary information technology and practices. These titles were delivered for the Pearson Digital Enterprise Series from Thomas Erl (formerly the Prentice Hall Service Technology Series from Thomas Erl) for which Thomas also acts as series editor. As founder and president of Arcitura Education (www.arcitura.com), Thomas also leads the development of curricula for internationally recognized, vendor-neutral training and accreditation programs. Arcitura's portfolio currently consists of over 100 courses, over 90 Pearson VUE exams, and over 40 certification tracks, covering topics such as Digital Transformation, Robotic Process Automation (RPA), DevOps, Blockchain, IoT, Containerization, Machine Learning, Artificial Intelligence (AI), Cybersecurity, Service-Oriented Architecture (SOA), Cloud Computing and Big Data Analytics. Roger Stoffers is a TOGAF-certified Enterprise Architect passionate about Digital Transformation and Integration. Roger has worked for (and with) organizations in Telecommunication, Government and Finance industries, building 25 years of experience in multinational organizations. He has served as principal and lead Enterprise Domain Architect for digital business transformation initiatives, with strong focus for customer relationships and sustainable organizational agility in distributed environments. Presently Roger works as Enterprise Architect for de Volksbank, fostering Customer Centricity and the organization's Sustainability & Social Responsibility goals with Data-Driven Customer Engagement and Decisioning. Independently, Roger is a worldwide consulting architect for digital transformation and integration, and a senior trainer for (enterprise) architecture topics and contemporary vendor-neutral technology and next-generation IT topics. He is a speaker at conferences about Digital Transformation, SOA and Microservices and Enterprise Architecture. He is a contributor for the Service-Oriented Architecture: Analysis and Design for Service and Microservices book from the Pearson Digital Enterprise Series from Thomas Erl.

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