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1、An IDC InfoBrief,Sponsored by Salesforce|July 2018By Aly Pinder,Program Director,IDC Digitally Transform the Employee Experience via Single Pane of Insights in Oil&GasIDC Infobrief|Digitally Transform the Employee Experience via Single Pane of Insights in Oil&GasSponsored by Salesforce|Page 2Empower
2、 the Employee with a Single View of the TruthThe Oil&Gas industry is in the throes of transformation.Technology is enabling a wealth of data,but many organizations lack the ability to create insights and value from this data or enable the team to find the right answer quickly.The future depends on t
3、hese organizations creating a single pane of intelligence and insights so their teams can make the right decisions and deliver value across the ecosystem.Executive SummaryIDC recommends the following as Oil&Gas and Oil Field-Service companies navigate this transformation and look to enhance employee
4、 engagement and end customer value:Create a single view of the data and the answer for the employee Establish cloud capabilities and a unified strategy Develop new products and services to leverage insights and add value Strengthen the development ecosystem Formalize a platform approachIDC Infobrief
5、|Digitally Transform the Employee Experience via Single Pane of Insights in Oil&GasSponsored by Salesforce|Page 3Rapidly Changing Environment Demands Re-Thinking Technology to Support the WorkforceThese Top 6 drivers will be significant in steer-ing IT investments in the Oil&Gas industry:Optimize or
6、ganizations business processes Increase organizations productivity Increase organizations revenue Meet compliance requirements Improve omnichannel orchestration Increase organizations agilityThese investments arent about adding technology for technologys sake.The importance to Oil&Gas companies come
7、s from the ability to leverage IT investments to drive efficiency,revenue,and organizational effectiveness.Strategic Service Innovation CapabilityService innovation strategy is shared with service partners and channel.Vision for service excellence is realized through service model transformationThri
8、vers 30.0%Survivors 24.4%Service is viewed as tactical and in some cases a cost-center.No strategic vison for service innovation.Thrivers 0.0%Survivors 15.6%IDC Infobrief|Digitally Transform the Employee Experience via Single Pane of Insights in Oil&GasSponsored by Salesforce|Page 4Augmented Reality
9、&Artificial Intelligence:A New Way to Get the Job DoneBy 2020,to rapidly diagnose and help solve oilfield-related problems,25%of large oil and gas operators will have equipped technology-focused talent with cognitive assistants and AR-enabled devices.With the volatility of the commodity market,Oil&G
10、as companies are using innovative technology and AI to bolster decision-making without scaling human resources up and down.IDC Infobrief|Digitally Transform the Employee Experience via Single Pane of Insights in Oil&GasSponsored by Salesforce|Page 5Empower Front-Line Workers and Management with the
11、Right Data in Real TimeTop 6 most innovative technologies and enablers with biggest impact on the Oil&Gas industry over the next 5 years:Business analytics Mobile applications Mobile devices Cloud services Big Data Internet of ThingsDigital transformation(DX)centers on the Third-Platform technology
12、of cloud to start,which in turn enables mobile,data analytics,and the Internet of Things(IoT).IDC Infobrief|Digitally Transform the Employee Experience via Single Pane of Insights in Oil&GasSponsored by Salesforce|Page 6To remain viable,Oil&Gas,and Oil Field-Service companies,must efficiently resolv
13、e issues.However,as competition and greater customer expectations arise,companies need to add value to the customer rela-tionship by improving the employee experience and removing the burden of searching for information from them to efficiently deliver service.These organizations should also look to
14、 new services and products as this is an opportunity to add value for the end customer and the top line.From Connected Assets to Connected Experiences and EfficienciesImprove efficiency of internal existing business processesImprove the customer experience of existing services and processesCreate a
15、new service or product that generates net new revenue63.6%33.5%2.9%IDC Infobrief|Digitally Transform the Employee Experience via Single Pane of Insights in Oil&GasSponsored by Salesforce|Page 7Oil&Gas and Oil Field-Service companies must leverage the consistent flow of real-time data to make better
16、decisions.Data and analytics have the opportunity to support new services,new interactions,and better optimized processes.Oil&Gas companies must take the data being captured and turn to strategically innovate.Every interaction,service,product,and decision must be made through the lens of data-driven
17、 insights.A Data Rich,Knowledge Opportunity Top 5 reasons Oil&Gas Companies are applying big data and analytics initiatives:To understand patterns in large data sets 29.3%To understand and optimize business processes 29.2%To detect fraud,waste,and abuse 24.0%To understand and target customers 23.6%T
18、o allocate resources more effectively 21.8%Top 6 benefits Oil&Gas companies have achieved from big data and analytics initiatives:Provide perception of an advanced company to customers 44.9%Improve customer service 37.7%Improve/enhance worker productivity 32.8%Improve field service response time 28.
19、4%Increase sales/revenue 22.2%Decrease costs 22.2%IDC Infobrief|Digitally Transform the Employee Experience via Single Pane of Insights in Oil&GasSponsored by Salesforce|Page 861.5%of Oil&Gas organizations sampled expect to improve SLAs with the use of cloud services.63.4%of Oil&Gas organizations sa
20、mpled expect to improve customer experience with the use of cloud services.Connect to Value and Deliver Heightened Experiences Engagement is key to the future of service for Oil&Gas and Oil Field-Service companies.Access to data is the first step.The field team must easily find the right answer and
21、be empowered to deliver additional value points to all stakeholders.Doing“good enough”and reacting to problems after the fact will no longer cut it.Excellence requires enhancing the entire Oil&Gas ecosystem.Areas to focus on for improvement:Customer experience Employee engagement/workforce enablemen
22、t Supplier network optimization Remote monitoring/real-time analytics Field resource visibility Creation of new products and servicesIDC Infobrief|Digitally Transform the Employee Experience via Single Pane of Insights in Oil&GasSponsored by Salesforce|Page 9Things to be mindful of in digital transf
23、ormation:Siloes of data,knowledge,and thought;disparate applica-tions and systems Different points of value and different levels of risk up-stream,midstream,refining and processing,energy trading Change management from a front-line mindset of fixing things to solving problems both stated and unstate
24、d Technology is just a tool,not a solution unto itself align people,processes,data,and technology to winDigital transformation is unlike any other technology investment.It truly takes re-imagining the team,the service experience,and the partner ecosystem of support services.To succeed,Oil&Gas compan
25、ies and Oil Field-Service companies must view this transformation as a journey that will lead to new ways of doing business,beginning with the employee experience to deliver value to customers who are also evolving with a new set of requirements,needs,and expectations.Follow the Path on Your Transfo
26、rmation JourneyOrganization has full internal and external integration.All service innovation systems are unified with product innovation platform.Thrivers 35.7%Survivors 22.2%Organization has no related systems integration.Multiple disparate silos of applications and systems to address separate ser
27、vice functional areas.Thrivers 0.0%Survivors 8.9%IDC Infobrief|Digitally Transform the Employee Experience via Single Pane of Insights in Oil&GasSponsored by Salesforce|Page 10Actions for Successful TransformationIDC recommends the following actions be explored or implemented to create an engaged te
28、am to deliver enhanced service outcomes for stakeholders:Establish cloud capabilities and a unified strategy Enable agile development Strengthen the development ecosystem and ensure you have the right partners Create a single view of the data and the right answer Formalize a platform approachIDC Inf
29、obrief|Digitally Transform the Employee Experience via Single Pane of Insights in Oil&GasSponsored by Salesforce|Page 11The data presented in this InfoBrief comes from several of IDCs global,web-based surveys,including:IDC Global IT&Communications Survey,2017 IDC Global IoT Survey,2017 Oil&Gas CIO Survey,November 2016Methodology