77 BUILDING BLOCKS OF DIGITAL TRANSFORMATION: THE DIGITAL CAPABILITY MODEL

This is not a theory book that discusses the ideas and concepts of digital transformation, but a practical field book that describes the proven digital Capabilities as the building blocks of digital transformation, including an approach to assessment and improvement of the digital capabilities to achieve successful digital transformation. This book therefore caters best for digital 'practitioners'. If you are not a digital practitioner, refer to the book "77 Building Blocks of Digital Transformation: Simply Explained" written for the general public.
The Digital Capability Model in this book consists of 12 Mega Capabilities and 77 Capabilities, where a mega capability is comprised of a set of capabilities. This book is organized to describe the 77 capabilities and their maturity levels. A digital capability is defined in this book as an organizational capacity to produce intended business outcome by combining process, people and technology elements in a way that is unique to each organization, and the 77 digital capabilities are described in detail in terms of process, people and technology elements in this book.

The Model is comprehensive in scope, making it best suited for those who desire to have a broad understanding of the entire scope of digital transformation and wish to obtain the cross-boundary, multi-disciplinary knowledge across business and technology.The Model covers the following digital capabilities:

 1. Digital Customer Experience Management

• Digital Customer Journey Management
• User Research
• Usability Analysis
• User Experience Designing
• User Experience Testing

 2. Social Interaction

• Social Listening
• Social Media Marketing
• Social Media Servicing
• Online Community Management
• Rating & Review Management
• Content Moderation
• Social Crisis Management

3. Digital Marketing

• Digital Brand Marketing
• Search Engine Optimization
• Paid Search
• Content Targeting
• Affiliate Marketing
• Online Advertising
• Digital Campaign Management
• Lead Management
• Marketing Offer Management
• Email Marketing
• Mobile Marketing
• Marketing Automation
• Conversion Rate Optimization

4. Digital Commerce

• Online Merchandising
• Shopping Cart & Checkout
• Payments & Reconciliation
• Order Management & Fulfillment
• Account Management & Self-Service

5. Digital Channel Management

• Channel Mix & Optimization
• Cross-Business Integration
• Cross-Channel Integration
• Multi-Device Presentation

6. Knowledge & Content Management

• Knowledge Collaboration
• Knowledge Base Management
• Content Lifecycle Management
• Digital Asset Management
• Content Aggregation & Syndication
• Web Content Management

7. Customization & Personalization

• Customer Preference Management
• Customer Communication Management
• Social Behaviour Management
• Interaction Tracking & Management
• Customer Loyalty Management
• Digital Customer Services

8. Digital Intelligence

• Product Similarity Analytics
• Customer Insights
• Customer Segmentation
• Conversion Analytics
• Digital Marketing Effectiveness
• Big Data Analytics
• Web Analytics
• Reporting & Dashboard

9. Digital Data Management

• Non-relational Data Management
• Distributed Data Store Management
• Enterprise Search
• Master Data Management
• Data Quality Management
• Digital Data Policy Management

10. Digital Infrastructure Management

• On-Demand Provisioning
• User Interaction Services
• Process Integration Services
• Parallel Processing Services
• Federated Access Management
• Digital Continuity Management

11. Digital Alignment

• Digital Innovation
• Digital Planning
• Digital Governance
• Cross-Boundary Collaboration
• Digital Journey Readiness

12. Digital Development & Operations

• Digital Program & Project Management
• Digital Design Authority
• Digital Capability Development
• Digital Capability Introduction
• Digital Service Operations
• Digital Quality Management