Digital Transformation "Book of Dreams"

Digital Business Transformation Patterns
for a Mobile-First, Cloud-First World
Microsoft Internal – 12/19/2014
The Digital
Transformation
“Book of Dreams”

2
“At Microsoft, we’re proud to partner with and empower all our customers around the world with the leading technology
to seize the vast opportunities ahead.”
– Satya Nadella

Imagine if…
…you could enable customers to connect with
your business in ways that they choose, and
deliver personalized experiences anywhere,
anytime.
…if your employees could efficiently collaborate
to meet rapidly changing customer needs and
desires.
…you could broadly share information
throughout the business, manage resources
with agility, and better coordinate processes.
…you could use many channels to expand the
reach of your business, better understand how
customers use your products, and innovate
quickly.

Vision for Digital Transformation
Imagine if you could…
Keep up with your fast-
moving customers,
efficiently collaborating
to anticipate and meet
customer demands.
Increase the flow of
information across your
entire business
operations, better
manage your resources,
and keep your business
processes synchronized
across all boundaries.
Expand the reach of your
business using digital
channels, anticipate
customer needs,
understand how your
products are used, and
quickly develop and
improve products and
services.
Deliver personalized,
rich, connected
experiences in journeys
your customers choose.
Engage Your
Customers
Empower Your
Employees
Optimize Your
Operations
Transform Your
Products

Business Drivers for Digital Transformation
Focus Areas for
Key ExecutivesBusiness Drivers Business Benefits
Improved marketing and
sales effectiveness
Increased market share
Improved perceived services
Improved speed to market
Increase sales, customer acquisition,
retention, and satisfaction
Better predict potential buyer and
new product outcomes
Increase design and engineering
productivity
Identify and implement
manufacturing efficiencies
Improve production output
and quality
Increasing customer demand for
personalized experiences
Increased disruption from use of new
business models
Faster pace of customer and market
change
Increasing pressure to deliver more
value at a lower cost
Increasing pressure to manage
complex supply chain
Reduction in operating costs

Digital Transformation Capability Model
Engage Your Customers Optimize Your OperationsEmpower Your Employees Transform Your Products
Research and ideation
Product development
Product Launch
Data-driven supply chain and logistics
Digital equipment management
Intelligent process and quality control
Digital talent management and
development
Employee mobility
Productivity and collaboration
Tech-enabled employee engagement
Digital advertising and CLM
Customer data management and
analytics
Online and mobile commerce
Tech-enabled stores
Omni-channel experience delivery
Digitized front line and back office
operations
Customer service automation

Capability Map
Provide Strategy
& Direction
Market & Sell Products
& Services
Develop Products
& Services
Manage the Total
Supply Chain
Provide Customer
Service
Develop, Deploy, and Deliver
the Customer Experience
Collaborate with Customers to
Design/Build Products
Analyze Service Issues and
Implement Process
Improvements
Measure and Report Service
and product Quality Delivery
Performance
Assess Customer Satisfaction
and Report Net Promoter Score
Proactively Assure Product
Satisfaction (Save Sales)
Communicate with Customers
via any communication channel
Forecast Finished Goods and
Raw Materials
Plan Materials and Production
Demand and Capacity
Acquire Materials, Services,
and Products
Develop and Operate and/or
Acquire Manufacturing Capacity
Optimize Supply Chain
Performance
Assure Product and Service
Quality
Provide On-Site Assembly and
Configuration
Gather and analyze data to
Identify Markets, Segment
Customers, and Leverage the
Customer Base
Communicate the Brand
Continually Adapt Product
Packaging and Pricing
Target Markets, Customers, and
Segments and Execute Plans
for Attraction, Acquisition, and
Conversion
Continually Assess Viability and
Strategic Fit and Adapt the
Development Portfolio
Manage the Full Product
Service Life Cycle
Design and Prototype New
Products
Pilot New Products and
Product Refinements
Continually Improve Production
Capacity and Performance
Manage Iterative
Release/Certification Processes
Focus the Customer
Value Proposition
Collect, communicate, and
Understand the Customer,
Market, Competitive and
Regulatory Environment
Understand Customer Needs
and Map to Strategic Direction
Communicate and Manage to
Goals and Measures
Develop and Direct Risk
Mitigation and Management
Develop and Direct
Lean/Continuous Improvement

Eco System
Internal organization Distribution channelsSuppliers Partners API interfaces
Include in company strategy as
2 ways (consume and expose)
Include API into the product
and service development
considerations
Explore opportunities
Measure value
Leverage a partnership
eco-system
Drive towards agile business
strategy and business model
Develop partner eco-system
strategy
Define the key topics
(e.g. open innovations)
Identify key strategies with
clients
Define the boundaries
Agree on the reward and
benefit sharing
Measure value
Agree on the omni-channel
framework
Define updated KPI
Develop the integrated chain
Measure value
Agree on the business
objectives and respective
contributions
Define the development
models and benefit sharing
Update the operational
framework and objectives
(interfaces)
Refresh the supplier landscape
Measure value
Include consumer interactions
Structure the organization to
include the new approach
Assess organization culture and
implement management of
change
Assess skill and address gaps
Update KPI, department and
individual objectives to drive
change
Ensure continuity and
coexistence of the two models
8
Include consumers interactions

Digital Transformation Approach
Engage Your
Customers
Empower Your
Employees
Optimize Your
Operations
Transform Your
Products

Engage Your Customers
Digital Transformation Book of Dreams

Imagine if…
…you could enable customers
to connect with your business
in ways that they choose, and
deliver personalized
experiences anywhere,
anytime.

Pre-Purchase
• Learning of products and store
• Researching product online
• Talking to sales associates at store
• Use smartphone while at store to learn more
Purchase
• Ordering online
• Purchasing product in store
• Arranging payment
• Tracking shipment
Post-Purchase
• Receiving customer service
• Resolving problems anywhere
• Providing ideas to store and manufacturers
• Sharing experience with others
Customer Experience Journey Map
Digital Hotspots
?
Learn of store
and products
Browse products
on portal
Review
product ratings
Make purchase
Visit store to
pick up item
Shop at store
Receive personalized
assistance
At store, use phone
to find more info Quickly checkout
Leave with item, pick up
elsewhere, or ship
Encounter problem
Contact customer
Service
Resolve problem at
store or online
Receive custom offers
Discuss satisfaction
Give feedback to
retailer and
manufacturers
Consider next
products to buy

Pre-Purchase
• Digital presence for products and store awareness
• Omni channel purchase
• Multi channel distribution and interactivity
Purchase
• Omni channel, multi device solution for purchase
• Customer support
• Arranging payment
• Tracking shipment
Post-Purchase
• Social network presence and management
• Receiving customer service
• Resolving problems anywhere
• Continuoud the experience
• Developing eco-system
• Product life cycle and organisations interlocks
Customer Experience Journey Map
13
Digital Hotspots
Browse on
web stores
Make purchase
Select the
experience
Start using
Multi channel
personalized
experience
Encounter problem
or a question
Contact customer
Service or raise
satisfaction issues
online
Resolve problem at
store or online
Learn of product
and services via
social media
Explore
solutions on
line
Monitor
performance of
product anywhere,
anytime and use for
product roadmap
Research online
about product
and service
Secure Loyalty
through offers
Find and consult
with an expert
online or at
brick & mortar
c
Proactive
identification and
information of of
issues
Share
experience
and ratings
Enhancement,
repeat or new
purchase,
powered by
eco-system

Enterprise Scenarios Mapped to Benefits
Key Benefits
Investment Objectives
[Strategic Options]
Scenarios
[Tactical Business Changes]
Business Drivers
[Business environment]
Increased market share
Improved brand value
Improved marketing
effectiveness and ROI
Improved product/service
quality
Improved speed to
market/innovation
Increased revenue via
cross-sell/up-sell
Increased customer satisfaction
and loyalty
Reduced time to create and
deploy campaigns
Improved collaboration with
partners
Competitive pressure
Rapidly changing customer and
market trends
Changing business model and
cost control
Overabundance of choice for
customers
Increasing customer demand
for personalized experiences
Mobile-first world
Eroding customer loyalty
Increase customer acquisition,
retention, satisfaction, and
loyalty
Develop new revenue
opportunities throughout
modern customer journey
Increase marketing agility and
time-to-market
Improve customer connection
and personalized experiences
Improve and monitor impact
and effectiveness of marketing
Increase customer and
marketing insights
Optimize Your Operations
Scenario Chain
Transform Your Products
Empower Your Employees

Understand and engage with customers to drive their buying decisions
CMOCurrent State
We have difficulty finding ways to maximize reach and deliver personalized
experiences that resonate with our customers.
Our customers are using more devices in more locations than ever before.
Our lack of ongoing engagement with our customers is affecting their
loyalty.
We need to find interactive solutions that allow us to be a part of the
moments that matter and modernize the customer experience.
Desired Future State
We engage with our customers in personalized and interactive ways, and
deliver experiences and relevant content on any devices.
We react to real-time insights about each customer.
Our connection with each customer is inviting throughout the entire journey
chosen by the customer
We have the solutions to connect to customers in the moments that matter.
We are always looking to…
• Improve our marketing and sales effectiveness
• Reduce the cost of gaining new customers and maintaining customer loyalty
• Control our message in the market at all times and in all situations
• Drive each customer to buy across a range of products through cross-selling and
up-selling
Scenario Narrative

• Improved marketing, sales, and service
effectiveness
• Increased market share
• Improved product and service quality
• Improved brand and shareholder
satisfaction
• Improved speed to market
Benefits
• Personalized marketing created with help
of social listening analytics
• Evaluate device usage to identify new
marketing opportunities
• Using customer analytics to connect
customers with the most pertinent
products and services
• Personalizing mobile marketing
Start
• Restrict listening to only brand and not
beyond (Competitors)
• Restrict sharing sentiment analysis data
throughout the organization
Stop
• Perform customer and market
intelligence analysis
• Develop and manage social media channels
• Develop and manage promotional activities
Continue
Top-line Impact
Enhance and improve customer engagement and generate ongoing revenue with personalized, interactive experiences throughout a customer’s chosen journey.
Understand product use, customer sentiment, and brand perception. Gain insight into customer preferences. Market across multiple channels.
Move customers through the decision journeyMarket and sell products Conduct responsive, agile and
effective campaigns
Increase sales Offer desirable
services
Engage customers
Customer 360
degree view
Personalized
experience
Services
to devices
Telemetry,
social, and
market data
Develop new
offers
Target
marketing
Adapt
Campaigns
Mass media
Social media The web
Devices
Multiple channels
Solution Storyboard

Sales Campaigns
Contextual Offers
(proximity, events, etc.)
Sales, Marketing
& Support
Social Media
Customer &
Campaign
Insights
Conversational AI
Sales and Support
Next Best Offers
Consistent Consumer Experience
at every touchpoint
Up/Cross Sell, Next
Best Product, Service
Videos of Products
& Services
Product Information
More Personal
Computing
Customer
Windows 10
Cortana
In-Store
Online
(web, chat)
Devices
Digital
Signage/
Kiosk
Productivity Cloud
Smart
Agents
Skype
Dynamics
Marketing/AX
CRM Online
PowerApps
Cognitive
Services
Personal Graph
Office Graph
Bing
PowerBI
Office 365
Sharepoint
Personalized Sales &
Support
Intelligent Cloud
App
Insights
HDInsight
Azure Machine
Learning
Data Factory
Data Lake
Stream
Analytics
Event
Hubs
HDStorm
Azure
SQL DB
Notification
Hubs
Microsoft Social
Engagement
Technology Storyboard

Benefits
Enabling
Changes
Business
Changes
Investment
Objectives
Business Drivers
Enabling
Technologies
Data Management
Social Computing
Customer
Relationship
Management
Business Intelligence
Mobile Computing
Media Services
Web Site Automation
Application
Instrumentation
Predictive and
Prescriptive Analytics
Integration of
customer data into a
cohesive view
Develop relevant
insights with real-time
account data, news,
social activity and
connections
Beacon and
geographic based
customer targeting
Segment customers
Marketing Web site
creation and
management
Create engaging
content and apps
Create personalized
offers from customer
demographic insights
Create proximity
centric offers created
based on customer
location
Track and optimize
campaign
effectiveness using
machine learning
Collaborate and
coordinate with
partners more
effectively
Create and deploy
marketing campaign
materials faster
Increased revenue via
up-sell and cross sell
New Customer
Acquisition
Increased Customer
Satisfaction, Trust, and
Loyalty
Faster Time to Impact
Increased profit
margin from higher
value services
Lower cost to
advertise
Improve Customer
Experiences
through Digital
Marketing
Improve marketing
productivity
marketing insights
Increasing customer
demand for
exceptional
experiences
Increased Customer
Churn
Increasing
competitive pressure
Decreases in market
and wallet share
Increasing time-to-
market pressure
Increasing
competitive use of
technology
Increased customer
demand for
personalization
Benefits Dependency Network

Value for Customers Value for Business Leaders Value for IT Leaders
Strategic
• Personalized solutions to meet each customer’s
needs and desires.
• Increased respect and relevance to the company
leading to preferential treatment (loyalty
programs)
• Increased understanding of customer’s wants and
needs
• Increased brand recognition and recall
• Increased customer engagement and loyalty
• Increase technology innovations
• Amplify the customer experience
• Improve channel integration
Time to
Value
• Geographic based offers provides awareness to
customer and timeliness
• Reduced time researching
• Reduced time to sales conversion
• Reduced time to increase customer awareness
• Reduced time for offer/pricing experiment results
• Rapid offer experimentation to test ideas.
• Reduced time to gather, transform and
process customer data
• Reduced time to create, manage and deploy
campaign sites
Increase
Revenue
• Increased cross-sell/up-sell
• Increased customer wallet share
• Increased geographic proximity sale
• Acquisition of new customers
Decrease
Cost
• Loyalty based discounts
• Improve satisfaction levels
• Reduced capital expense
• Reduced customer acquisition costs
• Reduce cost of data analytics
• Reduce cost of data acquisition, storage, and
management
• Reduced cost of creating, managing and
deploying campaign sites
Decrease
Risk
• Understanding what’s available with lower
personal expense and avoiding a purchase made
without full knowledge (i.e. research, etc.)
• Reduced failure of new product and service
offerings by leveraging insights about customer
preferences
• Increased automation, less risk for process
failures
Value Touchpoints

Continuously managing & measuring clear value levers, success factors, and performance measures
Employee
• Better brand expression
• Increased ROI & impact
• Deeper connection with
customers
• Increased job satisfaction
• Increased Revenue & ROI
• Lower Churn (Higher Loyalty)
• Increased Satisfaction (Net
Promoter Score, Fan Score,
etc.)
Operations
• Reduced customer complaints
• Simplified processes
Customer
• Richer and more engaging
experiences
• Better solutions to meet each
customer’s needs and desires.
• Increased awareness of new
relevant products and services
• Improved and consistent
channel experience
Engage Your Customers Business Outcomes/Results
Value Realization Scorecard

Phase 2: Gain Insight
• Determine customer journey and needs
• Model and analyse data for customer patterns and insights
• Collaborative and shared workspaces
• Azure ML
• Dynamics CRM
• PowerBI
• Office365
• ETL
• Data Management
• Data rationalization
• Big Data
• PowerBI
Phase 1: Shared 360 degree view of customer
• Gather internal and external data about customers from all marketing
channels and partners
• Enable gathering, storage, transforming, and distributing of Big Data
• Provide a centralized data warehouse and accompanying data marts
that aggregate data from systems across the enterprise for reporting and
analysis purposes
Time
Value
IT Projects
Phase 3: Enable predictive experiences and offers
• Predictive modelling for customers preferences and desires
• Real-time business and customer analytics, predictive models
• Customer specific offers driven by customer insights
• Prescriptive analytics
• Create engaging experiences and media
• Azure ML
• Data Modelling
• Big Data
• Universal Application
• Azure Media Services
• Better understand and serve
customers
• Improve business insight and
workflow
• Increase sales
• Improve customer
experience
• Improved employee
collaboration
• Raise customer
satisfaction
• Reduce operating costs
• Improved Up/Cross Sell
• Improved Customer/Fan Satisfaction
• Improved Market/Wallet Share
• Reduced Customer Churn
Business Benefits
Roadmap

Volvo is bringing digital
elements of car buying to life to
engage and inform customers,
and to help them understand
the features and options of the
automobiles.
Volvo
Volvo is reimagining the car-buying experience
Challenge
Create a more immersive car-buying
experience to help customers choose
and configure a vehicle.
Differentiate the Volvo brand, highlight
innovation, and keep up with customer
expectations.
Results
• Build reputation as an innovative and
customer-focused company
• Increased customer satisfaction
• Increased sales, upsell and cross-sell
• Fast time-to-market for more
immersive experiences
Strategy
Volvo is using HoloLens to create an
augmented reality interface for
customers, helping them learn about
and configure cars in three dimensions.
HoloLens enables customers to digitally
interact with their automobiles in more
immersive experiences.
“Volvo is really a human-centric
company, that’s the core focus of
everything we’ve done in terms of the
products we develop, but also in the
way we interact with our customers.”
– Bjorn Annvall
SVP Marketing, Sales, & Services
Customer Story

As the leading sports franchise in the
world, Real Madrid has more than 100
championships and a passionate fan
base. But what the football club didn’t
have was a way to directly engage with
its 450 million global supporters.
Real Madrid C.F.
Improve fan engagement and experience
Challenge
Engage with fans in more personal ways
to increase revenue, customize
marketing initiatives, and reinforce the
club’s leadership position in the
worldwide sports industry.
Results
• One-to-one relationships with fans
increases engagement
• Targeted, customized marketing
• Near-real-time campaigns
• Transparent user interactions with
content and advertising
Strategy
Implement a comprehensive platform-
as-a-service solution to collect the data
Real Madrid needs and to create
personalized fan experiences and thrive
“Using the Microsoft Cloud, we are building a
way of understanding who our fans are,
where they are, and what they want from us.”
– José Ángel Sánchez, CEO,
Real Madrid C.F.
Customer Story

Metro Bank is focused on offering the
best customer experience, how, when
and where the customer wants it. The
bank’s motto is "no stupid bank rules"
and its focus is on bringing back
traditional retail banking, supported by
flexible technology.
Metro Bank
Leveraging technology to give people what they want
Challenge
Provide personalized customer service.
Enable agile operations, applying best
practices from one branch to all.
Differentiate services and brand.
Results
• Reduced customer wait times
• Improved consistency with every
customer interaction
• Streamlined systems create more
time for customers
• Ongoing connection with customers
Strategy
Use Microsoft Dynamics CRM, Office
365, and Azure capabilities to provide
tools to employees for identifying and
responding to problems before they
affect the customer relationship.
Enable employees to connect with
experts and a vast knowledge base of
answers.
“We’ve embraced the software of a company
that helps us treat people like people —
Office 365, [Microsoft Dynamics] CRM, and
Yammer from Microsoft. With the technology
working for us, we can focus on the really
important stuff.”
— Paul Marriott-Clarke
Commercial Director Metro Bank
Customer Story

Jean Coutu
Provide streamlined, personalized, responsive service to customers on any channel
Challenge
• Deliver more timely, meaningful, and
efficient service to customers
• Help store personnel be more active
on the floor
• Provide mobile point-of-sale in store
Results
• Enhanced customer service
• Seamless shopping experience
• Reduce waiting times
• Platform for the future
Strategy
• Provide point-of-sale functionality to
thousands of terminals and devices
• Streamline supply, warehouse, and
delivery of products to the franchise
network
• Enhance in store experiences for
customers and employees
Jean Coutu Group (JCG) is a large Canadian
pharmacy that successfully balances the
advantages of a large chain with a relentless
focus on personalized service offered by a
local personnel.
”As a franchiser, we’re responsive to the
demands of our customers as well as our
stores. Microsoft Dynamics for Retail offers
the flexibility and the technology to meet
those demands.”
– Alain Boudreault
Vice President and Chief Information Officer
Customer Story

Products
• Media Services
• Power BI
• Microsoft Social
Engagement
• Skype
• Dynamics Marketing
• Office 365
• CRM Online
• Azure Storage
• Azure SQL DB
• HDInsight
• Azure Machine Learning
Products at a Glance

Imagine if…
…your employees could
efficiently collaborate to meet
rapidly changing customer
needs and desires.

Key Benefits
[Strategic Options]
Scenarios
Business Drivers
Improved product/service
quality
Improved ROI of IT projects,
Improved speed to
market/innovation
Increased satisfaction of
stakeholders ( BU Heads)
Lower TCO for IT
Accurate business reports and
forecasts
Reduced IT security threats
Reduced time to create and
deploy IT solutions
Improved collaboration with
employees
Rapidly changing customer and
market trends
Market pressure
Changing business model and
cost control
Too many IT options
Increasing stakeholders/
customer demand for
personalized experiences
Actionable information
required right now
Mobile first world
Improve Enterprise Agility to
changing demands of business
and market
Develop new revenue
opportunities
Increase collaboration among
employees
Improve & simplify internal
business processes
Make organization more secure
marketing insights
Scenario Chain

30
CIOCurrent State
Our employees and teams have difficulty when collaborating on
projects, making decisions, and planning work.
We are unable to easily make use of the special skills and
knowledge spread throughout our company.
We have many isolated solutions that are not integrated in ways
that support sharing information or moving our business forward.
Our employees have the information and insight they need to
optimize operations, provide excellent customer service, and
increase our sales.
We share our knowledge and quickly respond to business needs.
We have optimized our workflows, marketing, and customer
service using analytical tools and AI capabilities that provide us
timely insight.
The quality of our interactions with customers inspires trust and
loyalty, and often results in additional sales.
• Improve our time to market, customer service, and business operations
• Improve productivity of our employees
• Provide the tools and insight employees need to make better decisions
• Rapidly and collaboratively respond to business needs
Making employees more productive, efficient, and satisfied
Scenario Narrative

Organize work Evaluate, collaborate, plan
Solution Storyboard
• Faster time to impact
• Improved productivity
• Improved marketing agility and efficiency
• Increase cross-sell / up-sell
Benefits
• Supporting smoother workflows and
real-time collaboration
• Enabling employees to work from
anywhere, anytime
• Providing employees with deeper
customer insight and market awareness
• Personalizing messages and offers
Start
• Spending so much time pulling together
information
• Losing sales opportunities from being
unaware of customer needs
• Long cycles for development and review
of marketing materials
Stop
• Improving the customer experience
• Winning and retaining customers
• Improving our brand as an innovative and
customer-centric company
Continue
Top-line Impact
Rapidly and collaboratively respond to marketing insight to keep up with customers and deliver personalized, impactful, and effective messages.
Teams can easily communicate and collaborate with retailers, agencies, manufacturers, and departments throughout the company. Using secure global access and private social
networks, teams can share ideas and materials in real-time to develop modern campaigns, including automation, content tracking, and social marketing.
Take action
Gain insight from customer
and market analysis
Appointments Tasks
Files Phone calls
Organize work, schedule, priorities
Share
Talk
Virtual
Meeting
Space
Collaborate with other departments,
manufacturers, retailers, and agencies
Communicate
Refine campaigns, develop new
products, shift investments
Solution Storyboard

Social Media
Productivity Cloud
Smart
Agents
Skype
Dynamics
Marketing/AX
CRM Online
PowerApps
Cognitive
Services
Personal Graph
Office Graph
Bing
PowerBI
Office 365
Sharepoint
Knowledge Capture & Sharing
Conversational AI Productivity
Intelligent Cloud
App Insights
HDInsight
Azure Machine
Learning
Data Factory
Data Lake
Stream
Analytics
Event Hubs
HDStormAzure SQL DB
Notification
Hubs Real-time contextual data
(Weather, Events &
environmental conditions)
Real-Time observations,
infrastructure status
& customer telemetry
Customers
Partners
Field Workforce
Secure remote information
usage, authoring & sharing
Remote collaboration with
employees & customers
Status & Work Tracking
Buildings,
Plants & Equipment
Product Usage
Field Observations
Peers
More
Personal
Computing
Microsoft Social
Engagement
Data Insights
Employee
Windows 10
Cortana
Surface Hub
Devices
Xbox One/
Kinect
Band Hololens

Benefits
Enabling
Changes
Business
Changes
Investment
Objectives
Business Drivers
Enabling
Technologies
Data Management
Productivity Tools
Internet of Things
Mobile Computing
Predictive and
Prescriptive Analytics
Culture of mobility
and productivity
‘Outside in’ Thinking
Culture of ‘Growth
Mindset’
Leverage the best
resources available
anywhere
Innovate based on
customer and market
insight
Track and optimize
business effectiveness
More effectively
collaborate with
employees, customers
and partners
Be more agile in
business processes
Reduced time to
market for products
and services
Reduced cost of
operations
Increased pace and
culture of innovation
Increased up/cross sell
Improved productivity
Agile Practices
Drive operational
decisions based on
information
Social Computing
Improve quality of
products and service
Increasing demand
for personalized
experiences
Increased Customer
Churn
Increasing
competitive pressure
Increasing
time-to-market
pressure
Increasing
competitive use of
technology
Increase customer
satisfaction, and loyalty
Create new digital
experiences for
customers
Decreasing market
and wallet share
Ability to anticipate
organizational needs
Increase the agility and
speed of innovation
Using telemetry for
decision making and
product development
Recruiting,
motivating, and
retaining employees
Empower Your Employees Benefits Dependency Network

Strategic
• Increased customer satisfaction.
• Ability to engage with the company anywhere at
anytime
• Improved responsiveness of interaction
• Improved quality of interactions and
products/services
• Improved culture of productivity and innovation
• Happier and more engaged workforce
• Increased market relevance
• Increased knowledge sharing across product
development teams
• Increased employee satisfaction to support
increased customer satisfaction
• Increase technology innovations
• Improve channel integration
Time to
Value
• Faster resolution of questions and issues
• Faster awareness of new offers
• Faster launches of new products
• Faster exchange of ideas
• Faster experimentation with new ideas
• Increase agility in responding to new
business needs (cloud time)
• Automation reduces time to market
• Movement from traditional waterfall IT
development to agile delivery models
Increase
Revenue
• Increased market and wallet share
• Revenue from “first to market” and “best in class”
products and services via increased innovation
Decrease
Cost
• Better ROI on new products
• Reduced cost of product development
• Reduce customer acquisition costs
• Optimized connectivity costs
• Reduced cost for information management
Decrease
Risk
• Reduce risk of failure for new product/service
Empower Your Employees Value Touchpoints

Employee
• Faster time to market
• Reduced effort
• Reduced rework
• Increased collaboration
• Increased employee
productivity and effectiveness
• Increased pace of innovation
and agility
• Measurable impact and
insight
Operations
• Decreased risk of errors or delays
• Faster and more accurate response to issues
Customer
• Timeliness of information
about products, services and
offers
Empower Your Employees Business Outcomes/Results

Phase 2: Mobile, agile product development productivity
• Use data from in-market products, social networks, and analytics to
uncover new opportunities and roadmap commitments.
• Enable a leaner product development organization.
• Address customer’s needs and wants into current and
future designs.
Phase 1: Connected people, teams, and products
• Enable seamless idea sharing and collaborative development irrespective
of location and time zone
• Enable productivity across functional teams, geographical boundaries, and
supplier organizations
• Connect devices to IT systems as the first step
Time
Value
Phase 3: Apply analytics
• Gain insights from product sentiment and market trends
• Support decision making, planning, product design, and
customer connection.
• Additive Manufacturing
• Advanced Analytics
• Design Computing in the Cloud
• Collaboration and Communication
• Embed IOT connectivity in target
facilities/processes
• Enhanced market insight into
ideation
• Accelerated innovation
• Increased revenue from
innovative “first to market”
products
productivity
• Increase in knowledge
sharing
satisfaction
• Increased return on innovation
investment
• Reduced cost of product
development
• Social Analytics
• Telematics
• Big Data
IT ProjectsBusiness Benefits Journey
Roadmap

Fameccanica is the leader in the
development of machinery for
manufacturing hygiene products,
and operates hundreds of
production lines all over the world.
Fameccanica
Transforming collaboration, knowledge sharing, and plant management.
Challenge
Provide customers the equipment,
processes and tools to optimize
operations.
Enhance capacity to work in partnership
with customers and suppliers.
Continue distinguishing itself for its
cutting edge technology and constant
innovation.
Results
• Improved awareness of machine
performance and plant operations
• Timely collaboration anytime,
anywhere.
• Improved knowledge sharing and
access to expertise
Strategy
Fameccanica created a ‘company
collaboration network’ that facilitates
the management of factories and
manufacturing plants through the
collection, exchange, distribution and
use of ordered information.
The solution, called “Easy Life,” that
brought together Fameccanica’s
technologies, Azure cloud services, and
Office 365.
Customer Story

Henkel
Challenge
• To support the speed and agility
necessary for international marketing and
product launches
• To keep the innovation pipeline filled for
products in different markets
• Enable easy communication and
collaboration among research and
development, packaging, the supply
chain, and marketing teams
Results
• Improved communication and decision
making throughout the company
• Improved collaboration between R&D,
purchasing, packaging, marketing, and
finance
• Reduced time to bring a product from
initial idea to market
Strategy
• Using Azure, Henkel brings employees,
data, and partners together by enabling
collaboration from nearly any location
and device
• With Office 365, all employees have a
modern productivity solution, and brand
managers can work across borders and
departments, as well as with outside
agencies
Henkel modernized its workplace, to enable
collaboration and improve productivity
throughout the company, as well as with
retailers, agencies, manufacturers,
and partners.
“We have improved our way of working by
using Office 365 to simplify communications
and collaboration. And even the time we need
to bring a product from the first idea to
market can potentially be reduced.”
– Clemence Alberti,
Junior Brand Manager for Body Care,
Henkel
Customer Story

United Breweries Limited
Brewing Up Success with an Enterprise Social Network
Challenge
United Breweries needed to better
connect experts and enable knowledge
sharing throughout a large and
complex manufacturing network.
Results
• A forum to unite a far-flung,
multilingual workforce
• New ways to tap into collective
wisdom
• Increased productivity
• Agile adaptation to business
challenges
• A network for growth
Strategy
• It began with the rollout of Office
365 applications like SharePoint for
sharing documents, files, and
templates; and Lync, which was used
for phone conferences, media
sharing, and e-learning.
• United Breweries implemented a
social networking platform to
provide social networking
capabilities.
Currently headquartered in Bangalore, India,
erstwhile United Breweries Limited began in
1915 with five breweries. Today it has 1,300
executives operating out of 46 plus locations.
The beverages they produce are popular
both domestically and internationally,
especially the flagship Kingfisher brand.
”We’re growing so rapidly that for us to be
able to provide a common feel for the United
Breweries brand and a consistent experience
for employees throughout their lifecycle in
our organization, we need a powerful and
engaging communications platform.”
– Manmohan S Kalsy
Executive Vice President of Human Resources
Customer Story

Eni S.p.A. is a multinational energy
company that produces, transports, and
markets oil and gas worldwide. It also
operates in the electricity generation
and sale, petrochemicals, oilfield
services construction and engineering
industries.
Eni S.p.A.
Enhancing accessibility of knowledge and ease of collaboration
Challenge
Create a knowledge management
system for exploration and production
to gather, store, and share expertise on
a global scale.
Results
• Created an environment that
maximizes knowledge creation,
sharing, capture, and collaboration
• Enhanced information structure and
accessibility throughout the entire
knowledge management life cycle
• Supports approval and validation
processes for structured knowledge
Strategy
Eni overhauled its legacy platform in the
Exploration & Production division,
migrated all its previous documents and
information repositories, deployed
collaboration and sharing solutions, and
created new and improved knowledge
management procedures.
“The tacit knowledge of people, the result of
their experiences, is the factor which most
often allows for the resolution of problems
deriving from a multiplicity of uncontrollable
variables affecting our processes.”
Luigi Salvador - Chief Knowledge Officer, Eni
Exploration and Production
Customer Story

Products
• CRM Online
• SharePoint
• Skype
• Dynamics AX
• Azure Files
• Stream Analytics
• HD Storm
• Azure Storage
• Azure SQL DB
• Data Factory
• HD Insight
• Power BI

Imagine if…
…you could broadly share
information throughout the
business, manage resources with
agility, and better coordinate
processes.

Key Benefits
[Strategic Options]
Scenarios
Business Drivers
Resource Management
Safety and Compliance
Operational excellence
Customer Satisfaction &
Reliability
Market relevant products
Achieve Sustainable advantage
and growth
Economic Slowdown in
developed economies
Increasing costs
Customers demand
differentiation
Growth in emerging markets
Scarcity of skilled labor
Stricter Regulations
Production loss avoidance
Reduction of inventory cost
Operations cost optimization
Expert advice to remote
locations
Increased revenue through
relevant and differentiated
products
Avoid unexpected malfunction
Proactive resource planning
Supply chain optimization and
cost reduction
Improve product longevity
Better utilization of equipment
and workforce
Agile workforce with better
mobility
Real-time updates for
equipment
Scenario Chain

Operations ManagerCurrent State
Our supply chain is constantly evolving and currently fragmented.
There is lack of coordination between the shop floor and the warehouse on
inventory levels, orders booked, goods in transit.
We don’t have strong integration within our supply chains to speed up
processes and make operations leaner.
When equipment problems arise, production drops, shipping is affected, and
our storage facilities are not optimally stocked.
By modernizing our manufacturing systems, collaboration platforms, and
interconnecting devices, we have increased the flow of information across
our entire business operations, and enhanced our interaction with partners.
Our business processes are always synchronized, and can even anticipate
trends by examining historical data about production and distribution.
We can track and trace the full supply chain path of our products,
collaborating in real time across multiple sites and the entire supply chain.
When necessary, we can realign the efforts of the entire manufacturing
ecosystem and manage our resources with agility.
I am always looking to…
• Know supply chain, inventory, and production status along our manufacturing chain
• Provide all participants in the manufacturing and supply chain timely information
when and where they need it
• Quickly respond to bottlenecks or breaks in our processes
• Identify current production problems and anticipate future challenges
Optimize operations and reduce costs
Scenario Narrative

Automation suppliers and OEM manufacturingManufacturing in the value chain Reduce waste and increase parts
availability
<>
• Reduce unplanned downtime
• Reduce maintenance costs (T&E, on site
supplier contracts, labor, inventory)
• Improve equipment longevity
• Improve employee skill and satisfaction
Benefits
• Empower maintenance crew to make
decisions
• Share same views with operators,
technicians and manufacturing managers
• Machine data driven maintenance
Start
• Schedule regular maintenance
• React to breakdowns : be data proactive
• Exclude all but maintenance techs
• “Black Box” mindset
Stop
• Grow expertise within
• Decentralized maintenance approach
• Empower operators and in house techs
• Share data with all involved
Continue
Manufacturing
Management
and Suppliers Automation
Suppliers
Production ScheduleMaintenance Schedule Real Time connection to
manufacturing management,
suppliers, and maintenance crew
Productivity Up
Modern Automation
Sensors
Telemetry
Maintenance Crew
Maintenance Planning
Automation Suppliers
Manufacturing Management
Shared View Across Value Chain
Cost Down Satisfied
Employees
Optimized Scheduling
Maintenance Crew
Legacy IOTApplications IP capable devices Low power devices
Sensors
Telemetry
Legacy Automation
Solution Storyboard

More
Personal
Computing
Social Media
Productivity Cloud
Smart
Agents
Skype
Dynamics
Marketing/AX
CRM Online
PowerAppsCognitive
Services
Personal Graph
Office Graph
Bing
PowerBI
Office 365
Buildings,
Plants & Equipment
Product Usage
Field Observations
Supply Chain
Supplier
Supplier
Intelligent Cloud
App Insights
HDInsight
Azure Machine
Learning
Data Factory
Data Lake
Stream
Analytics
Event Hubs
HDStormAzure SQL DB
Notification
(Weather, Events &
Customer
Service
Sales
Product
Design
W10
Cortana
Rep
Online
Devices
Signage
Customers
Microsoft Social
Engagement
Manager
Windows 10
Cortana
Surface Hub
Devices
Xbox One/
Kinect
Band Hololens

Benefits
Enabling
Changes
Business
Changes
Investment
Objectives
Business Drivers
Enabling
Technologies
Internet of Things
Machine Learning
Cloud services
Advanced Analytics
Enterprise Mobility/
Mobility solutions
Communication and
Collaboration
Increase
instrumentation and
monitoring
Collect, Store and
analyse data from
sensors on
equipment and
smart devices
Develop
Omni-channel
communication and
collaboration
among field
operators, Service
providers and
experts
Connect multiple
plants and
aggregate
operational data
Build Data Science
or Analytics COE
Global dashboards
for real time
manufacturing
monitoring and
response
Priority focus on
safety and
regulation
Proactive service
collaboration across
plant facilities,
partners and
vendors for faster
response to issues
Collect, analyse and
monitor risk
reporting and
performance metrics
Richer collaboration
amongst various
stakeholders
Production loss
avoidance
Reduction of
inventory cost
Improved health
and safety
Operations cost
optimization
Proactive resource
planning
Better utilization of
equipment
Improved
Knowledge sharing
Agile workforce with
better mobility
Global Visibility of
All Facilities
Optimize production
equipment
Operational
excellence
Improved Safety and
Compliance
Improved
Knowledge Sharing
and Transfer
Improved
Productivity and
resource
management
Economic Slowdown
in developed
economies
Complex Network of
Global Facilities
Pressure to lower
costs through
manufacturing
process efficiencies
Volatile energy
Costs
Increasing safety
regulations
Scarcity of skilled
labor
Increased pressure
to manage complex
supply chain
Optimize Your Operations Benefits Dependency Network

Strategic
• Better expectations for product delivery
and quality
• High quality autonomous products
• Global oversight of manufacturing operations
• Predict and adapt to changing supply, labor and
manufacturing availability
• Streamline inventory and warehouse management
operations
• Selling insights to partners and competitors
• Better analytic capability
• Allow sustainable and robust connection to
partners across boundaries
• Migration from costly legacy systems to pay per
use cloud systems
Time to Value
• On-time delivery • Faster problem identification
• Faster time to resolution
Increase
Revenue
• Revenue from new customers
• Revenue from repeat customers
• Revenue from better brand positioning
• Selling insights to partners and competitors
• Better utilization of manufacturing capability
Decrease Cost
• Reduction in manufacturing defects in
products
• Avoid unplanned downtime and outage costs
• Reduction in facilities management costs
• Reduction in field operations costs
• Reduction in maintenance costs
• Reduction in cancelled orders
• Reduced cost of operations
• Reduced cost of information sharing
Decrease Risk
• Reduce risk of delivery failure, lack of
product or service outage
• Global operational view supports identifying problems
before they escalate
Option value • Trust in service
Value Touchpoints

• Increase sales and contribution
margin
• Reduced maintenance costs
• Reduced inventory investment
• Improved resource management
Optimize Your Operations Business Outcomes/Results
Innovation
• Monetization of data about usage
and uptime
Customer
• Product availability
• Lost sales
• Lead time to order
• Higher Customer Satisfaction
Employee
• Better training, knowledge
management, mobility, and
collaboration
• Scheduling efficiency
Brand
• Increased brand awareness
• Increased brand value
• Improved brand image

• Dashboard and visualization
• Analytics & Business Intelligence
• Reporting and Dashboard
• Cloud design
• Mobile deployment
• Unified communications and
messaging
• Identity and access management
• Embed IOT connectivity in target
equipments
• Media sharing and virtual
presence
• Reduce T&E
• Reduce training and certification
costs
Value
IT Projects
• Dashboard optimization
• Big data
• Reduce unplanned downtime
• Reduce data modelling costs
• Reduce IT hosting and storage
infrastructure costs
Business Benefits
• Lower cost of maintenance
• Eliminate expensive 3rd party contracts
• Impart technical ability to workforce
Time
Phase 2: Integrate telemetry and telecommunication
• Identify applicable analytics capabilities and tools
• Enable machine learning and IOT integration
• Integrate legacy and modern automation, telemetry and machine
learning in unified reporting and dashboard services
Phase 1: Establish Omni-channel communication with Customers,
Service providers and equipment manufacturers
• Enable mobility and access rights, with media content and
communication solution
• Embed IOT connectivity in target equipment
• Promote culture of remote interaction and decentralised control
Phase 3: Optimize and Enhance analytics and mobility
capabilities
• Continuously improve collaboration by imparting mobility and
advanced analytics capabilities
• Decentralize controls
Journey
Roadmap

Dartmouth Hitchcock is
innovating to create a
sustainable health system and
improve the lives of people and
communities they serve.
Dartmouth Hitchcock
Revolutionizing health care with personalized care and provider collaboration
Challenge
Give employees a new view into trends
and insights, and tools to act on them
more effectively.
Enable care teams to coordinate care for
individuals and communities.
Create a foundation for a proactive
health system that keeps people healthy,
improves care, and reduces admissions.
Results
• Increased provider productivity
• Improved patient outcomes
• Patient satisfaction
• Reduced costs
Strategy
To create ever-present health care,
Dartmouth Hitchcock created a cloud-
based system in which nurses and
health coaches track and respond to an
individual’s health status in real time.
The system, called ImagineCare, is built
on Microsoft technology for machine
learning, big data storage and
processing, and perceptual intelligence,
including Cortana Analytics.
“With Cortana Analytics Suite and Microsoft
Dynamics, we’re transforming the way health
care is delivered today, improving patient
outcomes, reducing costs, and offering an
unprecedented level of personalized care.”
– Ethan M. Berke, MD, MPH
Medical Director, Clinical Design and Innovation
Customer Story

Fujitsu
Bringing innovative operational excellence to manufacturing
Fujitsu is the leading Japanese
information and communication
technology company offering a full
range of technology products,
solutions and services to customers
in over 100 countries.
”Leveraging the Fujitsu Eco-Management Dashboard
solution alongside Microsoft Azure and the Fujitsu
IoT/M2M platform, we are able to deliver real-time
visualization of the engineering process for big data
analytics to improve the entire production process
and inform decision-making”
– Hiroyuki Sakai
Corporate Executive Officer, Executive Vice President,
Head of Global Marketing at Fujitsu Limited
Challenge
Fujitsu needed to optimize processing
by both machines and humans in a way
that could enable managers, engineers
and scientists to improve product
quality, streamline systems, and enhance
functionality while reducing costs.
Results
• Operational excellence
• Reduced energy costs
• Higher quality products
• Enhanced functionality
• Greater productivity
Strategy
Fujitsu brought together its Eco-
Management Dashboard and IoT/M2M
platform with Microsoft cloud services
and Windows tablets to enable
managers, engineers and scientists to
simultaneously manage product quality,
process efficiency, and equipment
performance.
Customer Story

Ecolab
Helping worldwide industries tackle water scarcity
Ecolab is a leading global
provider of water, hygiene, and
energy technologies and
services.
“Suddenly, complexity and size are no longer
barriers…We can now harness the power of
this platform to serve many more customers,
measuring many more flows at many more
plants than we could even conceive of in the
past.”
– Christophe Beck
President, Nalco Water,
an Ecolab company
Challenge
To help customers reduce water usage,
Ecolab must capture and analyze real-
time information from thousands of
sensors in thousands of plants around
the world.
As Ecolab grows their business, they
need a way to deliver water
management solutions on a much larger
scale and at a much deeper level, and to
demonstrate value to customers.
Results
• Reduced water usage by customers
• Improved insight about customer
processes and performance
• Improved customer engagement and
guidance
• Scalability to meet growing business
needs
Strategy
Using the Azure cloud computing
platform and advanced analytical
capabilities, Ecolab helps customers
improve production processes and
better understand value.
Ecolab employees around the world use
Microsoft productivity tools to
collaborate and take action based on
insight, and support field activities.
54
Customer Story

Saudi Airlines
Saudi introduces self-service insights solution to increase operational efficiencies
As the largest airline in the Middle East, Saudi
Airlines offers flights to over 90 destinations, with
global operations and more than 40,000
employees.
Challenge
Saudi Airlines needed a consolidated
approach to critical business
information spanning multiple systems
across functions, necessitating a data
warehouse and business intelligence
solution for an integrated view across
operations.
Results
• Increased operational efficiencies
by 2%
• Enabled self-service insights for
executives with intuitive reports and
dashboards
• Anticipated millions in savings
Strategy
Create an Azure-based solution to
provide real-time, self-service insight
and enable executives to make more
timely business decisions.
Customer Story

Products
• Skype
• Office365
• SharePoint
• HD Storm
• HD Insight
Engagement
• Azure SQL DB
• Azure Storage
• Dynamics AX

Product Transformation Approach
People Experiences
Design Thinking
Inclusive Design
Customer
• Get Oriented
• Frame
• Ideate
• Prototype
• Optimize
Inclusive Design
Method & Thinking
Telemetry
Gather Data
Data
• App Telemetry
• Sensor Telemetry
• People Telemetry
• Business
Telemetry
App Insights
Azure IoT
Band & Windows
Visualization
Understand
Knowledge
• Prototype & test
• Visualize Data
• Context from
usage data
• Feedback
Power BI
Microsoft Graph
Analyze
Gain Insight
Insight
• Understand User
Needs
• Understand
Product Use
• Predict future
failures
Cortana
Intelligence
Delve Analytics
Action
Innovate
Productive Use
• Recommend
Knowledge
• Provide Context
• Pre-empt future
needs
• Act on behalf
Personal Assistant
Bots
Cognitive Services

Business Model Innovation Frame
What are
your goals?
Where’s
the impact?
What
should
change?
Can we increase demand?
• Serve a different set of customers (convert the non-customers)
• Create new Value Propositions for customers (pains/gains)
• Improve sales and marketing (improve the brand)
• Understand better what’s missing in the market (find the whitespace)
• Improve the quality of existing products
Customer Experience Transformation Digital Optimization & Efficiency
Can we deliver cheaper or more efficiently?
• Improve supplier effectiveness
• Improve operational efficiency
• Improve employee productivity
Value Prop
Customer
Segments
Channels
Products &
Services
Revenue
Streams
Value Chain
Business Impact Frame
• Strategic Alignment
• Business process change
• Modernize architect (enable agile, etc.)
• Direct payback
• Reduce Risk
IT Value Frame
• Accelerate time to market
• Increase Coverage
• Recession proofing
• More agility
• Reduce Unit Cost
 Revenue  Quality
 Cost  Risk
T (Accelerate
Business)
1
2
3

Imagine if…
…you could use many channels to
expand the reach of your
business, better understand how
customers use your products, and
innovate quickly.

Key Benefits
[Strategic Options]
Scenarios
Business Drivers
Field Crew Efficiency
Safety and Compliance
Operational excellence
Customer Satisfaction &
Reliability
Market relevant products
Achieve Sustainable advantage
and growth
Economic Slowdown in
developed economies
Increasing costs
Customers demand
differentiation
Growth in emerging markets
Scarcity of skilled labor
Production loss avoidance
Reduction of inventory cost
Reduced time to market
Expert advice to remote
locations
Increased revenue through
relevant and differentiated
products
Avoid unexpected malfunction
Proactive resource planning
Supply chain optimization and
cost reduction
Improve product longevity
Better utilization of equipment
Agile workforce with better
mobility
Real-time updates for
equipment
Scenario Chain

Provide profitable services to customers, upgrade devices, and identify new offerings
CEOCurrent State
We’re not able to create personal connections with our
customers, and we have difficulty serving our customers
segments anywhere, anytime.
We are earning less from our product sales and need to create
new sources of revenue.
We don’t have a good understanding of how our customers use
our products or what services they need.
We have long cycles for product development and we frequently
have cost overruns.
We have an on-going, personal connection with our customers,
and provide them with personalized experiences.
We keep up with our customers’ needs and desires, understand
how they use our products, and anticipate their needs.
We quickly develop products and services that fit our customers’
lifestyles and interests.
We are expanding the reach of our business and targeting new
customer segments.
• Generate increasing revenue
• Develop products and services that fit our customers
• Create personalized experiences for our customers
• Enlarge our customer base
Scenario Narrative

Collaborative Development and Validation
Transform Your Products Solution Storyboard
Collective and Insightful Ideation Innovative Products and Fast
Time to Market
• Revenue from new, first to market, and
innovative products
• Shortened development cycle for new
products
• Lower product development cost
• Improved design robustness
Benefits
• Using collective and collaborative brain
power of employees around the world
• Accelerate innovation
• Promoting and encouraging virtual product
development behaviors and techniques
• Using insight tools like Microsoft Social
Listening
Start
• Costly, in person product development
activities
• Culture of “won’t believe it until I touch
and feel it”
• Relying on end solutions and conventional
wasteful activities
• Expensive physical builds and validation of
prototypes
Stop
• Using collective brainpower
• Real time idea generation/selection
• Virtual concept development
• Continuously seeking customer feedback
Continue
Top-line Impact
Innovative and differentiated product inspired by loyal customers, created using advanced collaborative development techniques, and continuously refined via a connected value chain.
Customers
Social
Listening
IoT and
Telemetry
Global design and
Engineering
Suppliers and
OEM Teams
Virtual Testing
Predictive Design
Prove out
Concept
Development
Fast to market
Satisfied customers
Cost effective
Robust Designs
Use insight about product use, customers, and trends to quickly develop new offerings

More
Personal
Computing
Social Media
Productivity Cloud
Smart
Agents
Skype
Dynamics
Marketing/AX
CRM Online
PowerAppsCognitive
Services
Personal Graph
Office Graph
Bing
PowerBI
Office 365
Product Usage
Field Observations
Supply Chain
Supplier
Supplier
Intelligent Cloud
App Insights
HDInsight
Azure Machine
Learning
Data Factory
Data Lake
Stream
Analytics
Event Hubs
HDStormAzure SQL DB
Notification
(Weather, Events &
W10
Cortana
Rep
Online
Devices
Signage
Customers
Customer
Service
Sales
Product
Design
Workforce Insights
Customer experience
insights
Weather &
Environmental
ProductTelemetry
Product
Designer
Windows 10
Cortana
Surface Hub
Devices
Xbox One/
Kinect
Band Hololens
Microsoft Social
Engagement

Benefits
Enabling
Changes
Business
Changes
Investment
Objectives
Business Drivers
Enabling
Technologies
Increase design and
engineering
productivity
Increase customer
satisfaction,
retention and value
Create new business
models for the
digital era
Adhere to
increasing
regulations
Design highly
differentiated,
relevant products
based on insights
and innovative
thinking
Rapidly experiment
with new business
models and
measure the impact
before committing
Optimize product
development
processes for
collaboration and
agility
Continually improve
experience to
increase customer
satisfaction,
retention and value
Use analytics and
machine learning to
identify new
opportunities
Analyze customer
experience data
from partners and
social networks
Analyze real-time
product usage
telemetry for
advanced decision
making and visibility
Competitive
pressure
Stay ahead of
changing customer
and market trends
Connect with
customer
Pressure to lower
costs through
manufacturing
process efficiencies
Green
manufacturing
Tightening safety
regulations
Increased pressure
to manage complex
supply chain
Internet of Things
Customer
Relationship
Management
Collaboration and
Information
Management
Mobile & Social
Computing
Big Data
Connect design
teams globally and
collaborate on
common goals to
seek optimized
solutions
Improved products
and services
Increase revenue
from innovative
“first to market”
options and services
Increase in
knowledge sharing
Reduce cost of
product
development
Advanced Analytics
Transform Your Products Benefits Dependency Network

Strategic
• Improved adoption and usage of products
• Increased discounts and promotional feeds
from partners and programs
• Increased brand recognition and recall
• New customer acquisition and retention
• Higher customer satisfaction
• Increased customer engagement and brand loyalty
• Improved data processing scalability
• Improved data modeling capability
• Improved analytical capabilities
Time to Value
• Reliable connection to partners and
suppliers
• Improve speed to market/innovation
• Shortened development cycle
• Increased agility in responding to new business
needs (cloud time)
• Sustained relevance of IT in manufacturing
Increase
Revenue
• Increased resale value
• Increased value from differentiated
offerings
• Increase revenue from innovative “first to market” options
and services
• Repeat sales from satisfied customers
• Increased market share
• Increase in ancillary revenue
Decrease Cost
• Reduced maintenance costs • Reduce cost of product development
• Reduce cost of prototyping, physical modeling, and
testing
• Reduced cost of data management
and storage
• Reduced cost of data acquisition
• Optimized connectivity costs
• Reduced cost of data analytics
Decrease Risk
• Significant reduction in likelihood of safety
incidents
• Increased knowledge sharing across product
development teams
• Unlimited ability to run virtual reliability and robustness
cycles in the cloud
Option value
Transform Your Products Value Touchpoints

• Improve speed to market/innovation
• Reduce Failure of Acceptance
• Uptake of supplemental services
(add on services, etc.)
• Reduce cost of product development
• Decrease in need for on-site or
service-center remediation
• Increase in knowledge sharing
• Reduced cost of prototyping, physical
modeling, and testing
Transform Your Products Business Outcomes/Results
People
• Increase time spent engineering and
less time on non value added tasks
• Seamless idea sharing and collaborative
development between individuals
and teams
Innovation
• Enhanced market insight into ideation
• Faster time to market
• Increased return on innovation
investment
• Lower environmental impact and
pioneer innovation design solutions
Brand
• Improved brand perception
• Improved market penetration
• Retention of existing customers
(reduced churn)
• Increased customer satisfaction with
products/services
Culture
• Increase in employee productivity
• Accelerate innovation
• Integrated design for environmental
compliance
Transform Your Products Value Realization Scorecard

Phase 2: Experiment and Measure the impact
• Create new engaging experiences for customers through apps and
devices that improve daily life, productivity and increase well being.
• Experiment with new business models by creating value for customers in
new ways while attempting to capture some of the value created.
• Identify and measure customer’s needs and wants from current and
predict the value and acceptance of future designs
Phase 1: Understand Your Customer
• Gather data about in-market and future market customers, products and
markets from all channels and partners (not just ‘our products/customers’)
• Enable centralized analytics capability for analytics and reporting purposes
• Use data from in-market and adjacent products, social networks, and
analytics to uncover new opportunities and roadmap commitments
Time
Value
Phase 3: Optimize Value Delivery & Value Capture
• Mange customer and partner interaction, purchase, service & payment
history
• Implement context-aware systems that proactively detect and notify
other devices and systems of problems along the value chain
• Redesign processes and workflows to increase efficiencies
• Modern Applications
• App, System & Human Telemetry
• Mobility
• IoT
• ETL
• Data Management
• Data rationalization
• Big Data
• PowerBI
• Deliver engaging &
transformative customer
experiences
• Acquire new customers
• Monetize existing assets
• New sources of revenue
• Improve customer
experience
• Improved employee
collaboration
• Raise customer
satisfaction
• Reduce operating costs
• Improved operational insight
• Lower operational costs
• Less unplanned downtime
• Supply Chain Analytics
• Machine learning
• Predictive & Prescriptive Analytics
• Reporting and Dashboard
• Notifications
IT ProjectsBusiness Benefits
Roadmap

Rolls-Royce provides engines to nearly
13,000 commercial aircraft in service
around the world. For two decades,
Rolls-Royce has provided limited, but
valuable services, extending
comprehensive maintenance services to
airlines using its engines.
Rolls-Royce
Transforming products and services to support new business models, and disrupting the airline industry
Challenge
Flight delays are disruptive and costly
for passengers and freight, and have a
very large impact on airlines. Rolls-
Royce aims to minimize the cost and
disruption of airline maintenance, and to
expand the services it offers to develop
new revenue streams.
Results
• Minimize cost and disruption of
flights.
• Enable airlines to achieve safer, more
efficient, and more profitable
operations.
• Increase revenue through new
business models and compelling
services.
Strategy
To better serve customers, Rolls-Royce
is leveraging Azure to transform the way
it uses data. Rolls-Royce collects and
aggregates a very large amount of data
from many locations, and uses analytical
tools and models to predict
maintenance needs. To help customers
understand the data and make better
decisions, the Rolls-Royce solution
provides dashboards and visualization.
“By working with Microsoft we can really
transform our digital services, supporting
customers right across engine-related aircraft
operations to make a real difference to
performance.”
– Tom Palmer, Senior Vice President
Services, Civil Aerospace,
Customer Story

Optoplexia was founded by
Swedish researchers to help schools
identify students at risk for dyslexia
earlier than is possible with current
screening methods.
Optolexia
Early screening for dyslexia with eye-tracking, cloud-based tool
Challenge
Create a portable tool that is fast, easy-
to-use, scalable, and indicates when
early intervention is necessary to treat
dyslexia.
Results
• Early identification of students at risk
for dyslexia
• Early intervention and treatment
• Higher accuracy and reduced costs
of screening
• Scalable platform to enable
screening for other diseases and
conditions
Strategy
Using the Azure platform, analytics, and
machine learning, Optoplexia built a
portable screening tool to easily assess
children for dyslexia.
The solution sends data from eye-
tracking equipment to the Azure cloud,
where an analysis engine based on
Azure Machine Learning evaluates the
data against a large repository of eye-
tracking data.
“The flexibility and ease of use of the
Azure Machine Learning analytics
platform makes it a perfect foundation
for expanding our existing solution into
new areas.”
– Fredrik Wetterhall
Chief Executive Officer
Customer Story

ABB is a leader in power and
automation technologies that enable
utility and industry customers to
improve performance while lowering
environmental impact. ABB is now
expanding its infrastructure to enter the
market for vehicle charging.
ABB
Developing innovative products and services to meet customer demand
Challenge
ABB needs to innovate quickly to
provide the equipment and value-added
services needed to take an early lead in
the vehicle charging market.
As part of innovating improved
equipment and services, ABB needs to
gather and analyze telemetry and
customer behavior.
Results
• Innovative and scalable products and
services
• Digital transformation of electric
vehicle infrastructure
• Agility to quickly improve existing
features and develop new features.
Strategy
ABB is developing charging equipment
and stations using detailed data and
new insight from stations, equipment,
and customers.
ABB equipment will be connected to
Azure and take advantage of the
machine learning and predictive
analytics that Azure supports.
"This partnership gives us the solutions,
scalability and global agility to support
expanding demand for EV charging
infrastructure in the world’s major automotive
markets, which is a key focus of our Next
Level growth strategy.”
– Pekka Tiitinen
President
Discrete Automation and Motion Division
Customer Story

Japan Airlines operations include
international and domestic passenger
and cargo services to 220 destinations
in 35 countries worldwide. The group
has a fleet of 279 aircraft, and transport
millions of passengers each year.
Japan Airlines
Leveraging new technologies to drive innovation in business operations and customer service
Challenge
Support safe operations of flights
Increase productivity of mechanics
Improve quality of flight training and
maintenance
Build brand and innovate in operations
and customer service
Results
• Improve training and quality of
performance for maintenance crews
• Enable supplementary training for
flight crews, and trainees seeking
promotion to copilot status
• Optimize operations
Strategy
Using the Microsoft HoloLens, users can
see a version of a plane's engine and
other equipment placed in the real
world.
Users can manipulate equipment, find
specific parts, and simulate cockpit
layouts and operations as though sitting
in the cockpit seat. Japan Airlines is also
adopting Microsoft’s Surface Hub to
streamline their development processes.
Customer Story

The Lotus F1 car is constantly
evolving, with most of the
components having limited life
spans. The parts team is in
perpetual motion, making
improvements to parts within each
season, and even between races.
“We tied Dynamics AX in with everything
from design release to consumption of
parts on the car at the track, this included
project-based manufacturing and design
engineering– the production of the car.”
– Thomas Mayer
COO, Lotus F1 Team
Lotus F1
Insight and collaboration enable rapid advances in technology, design, and production
Challenge
Need better insight and collaboration to
stay in constant motion and support the
rapid pace of technological changes in
the Formula 1 sport.
Results
• Increased agility when developing
and integrating design changes
• Improved sharing of information
• Increased cost awareness at all levels
• Support just-in-time manufacturing
with improved insight into parts
lifecycle
Strategy
The Lotus team leverages data coming
from the car telemetry system, and
using predictive analytics and machine
learning, apply the insight to quickly
and collaboratively innovate and
produce better components.
Customer Story

Products
• PowerBI
• Skype
Engagement
• CRM Online
• Office 365
• Media Services
• Azure CDN
• SharePoint
• Azure SQL DB
• Azure Storage
• HD Storm
• HD Insight

Digital Transformation "Book of Dreams"

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