10th Edition Table of Contents


The report has 106 pages, data charts and tables, and includes extensive case studies and interviews.

Read the table of contents here.

This 10th annual global survey included 311 people from 27 countries. The data were collected in the second quarter of 2016. Participants responded to an in-depth online survey of over 100 questions.

Request a free copy of the Executive Summary.

Table of contents

About the Research

Executive Summary

Key Findings

From Vision to Reality

  • Where We are Today
  • Goals and Strategies
  • Keys to an Actionable Strategy
  • Interview: Haydn Shaughnessy on Platforms and Ecosystems

People and Work Practices

  • Digital Capabilities
  • From Digital Capability to Practice
  • Trust and Work Cultures
  • People Data Analysis
  • Case: Air Liquide: Focus on People, not Tools
  • Case: NMCRS: Transformation in a Fluid Organization

At the Edges

  • The Customer-Facing Workforce
  • Success Factor Checklist
  • Customer Data Strategies
  • Ingredients for a Customer Data Strategy
  • Case: The Guardian: The Next Strategy
  • Case: Australian DTO: Digital-by-Default

Entrepreneurial and Innovative

  • Strong Digital Capabilities Around Collaboration
  • Horizontal Energy
  • Lean, Agile and Open
  • Case: Danish Demining Group: Innovation in the Field
  • Interview:Alice Obrecht on Innovation and the Success-Fail Spectrum

In Search of Fluidity

  • Flexibility
  • Mobile Workforce
  • Simplifying and Socializing Processes
  • Elastic Workforces
  • Case: Société Générale: Digital For All
  • Interview: Workplace Design: Digital and Analogue Accommodation

Learning and Remembering

  • Learning in the Flow
  • Remembering What We Know
  • Interview: Anne Rogers on Information as a Service
  • Case: Merck: Transforming From the Inside Out

Decision-Making and Investments

  • Decision-makers
  • Factors That Influence Investment Decisions
  • Investment Priorities
  • Decisions Based on Data and Outcome
  • Case: ALE (Alcatel Lucent Enterprise) – The Outcome Effect
  • Interview: Filip Callewaert on Lean Knowledge Culture


  • Overcoming Obstacles
  • Change Influencers


  • Workable Transformation Strategy
  • Senior Sponsorship
  • Cross-Organizational Sharing
  • Entrepreneurial Work Culture


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