advantage tour - business transformation, sydney
TRANSCRIPT
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Derek LaneyHead of Product Marketing
Business Transformation: How To Stay Ahead of The Game in The Digital Age
@derektweets
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app
soda machine
watch
phone
sensor
machine
thermostat
lightbulb
Behind every
Closed Lost by Region
and Product
Midwest Buildozer Tra...
Concrete Mixer
Concrete Pump
Concrete Pu...
Crankshaft $1,065,700
$274,900
$81,800
$527,900
$25,600
REGION PRODUCTSUM OF
AMOUNT
Midwest
Midwest
Midwest
Midwest
Energy consumption
Total annual consumptionEnergy Resources Time
Resourcesused
65%
Data allocated (GB)26 57 78 51 76 26 50 58
is a customer
The Internet of Customers
IoT
DataScience
Social
Mobile
Cloud
and
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IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
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IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
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Data Science: Major Shift in Technology
Machine LearningUnlimited Computing PowerUbiquitous Data
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Data Science: IQ uses Relationship Intelligence
Drive action with Relationship Intelligence
What to Prioritize
Who to Email
How to close more deals
Automatically collects all your
data to…
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Data Science: Turns Devices into Experience
How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015)
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Customer Experience is The New Battlefield
36%2011
Companies expecting to compete mostly on the basis of customer experience.
89%2016
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Mobile: Apps Turn To EcoSystems
The “Search” feature tells you something’s wrong
Tomorrow’s “app” is an add-‐on to a lexicon of APIs
Its dedicated UI is just a “serving suggestion”
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Mobile: Platforms are Evolving
blog.xamarin.com/expand-‐your-‐apps-‐reach-‐with-‐googles-‐app-‐invites/dzone.com/articles/android-‐60-‐marshmallow-‐and-‐ios-‐9
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Mattel Imagines the Future of Play
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“Do what you do so well that they will want to see it again and bring their friends.”
Walt Disney
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Behind every thing
Closed Lost by Region
and Product
Midwest Buildozer Tra...
Concrete Mixer
Concrete Pump
Concrete Pu...
Crankshaft $1,065,700
$274,900
$81,800
$527,900
$25,600
REGION PRODUCTSUM OF
AMOUNT
Midwest
Midwest
Midwest
Midwest
Energy consumption
Total annual consumptionEnergy Resources Time
Resourcesused
65%
Data allocated (GB)26 57 78 51 76 26 50 58
is a customer
The Internet of Customers
IoT
DataScience
Social
Mobile
Cloud
and
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c.
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IoTIoT
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Thinking Like a Designer Not being a Designer
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Future Nature – Evolution will not be televised
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The Chau Chak Wing at UTS
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Empathy - L’Oreal
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CHOOSE A PARTNERPair up with someone near you One of the pair raise their hand
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If you raised your hand CLOSE YOUR EYES NOWWe don’t want you to see the next slide !
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How did you do ?Questions are the new answers..
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Questioning - Mattel
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Back in Your PairsCome up with as many ideas as possible
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Come up with a new way to exerciseCome up with as many ideas as possible
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Come up with a new way to exercise IN A CARCome up with as many ideas as possible
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Come up with a new way to exercise using only a car headrest..in your original pairs come up with AS MANY IDEAS as possible
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Which question generated the most ideas ?Questions we ask reflect the answers we get
1
2
3
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Who can help ?
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Rob CheyneDirector, Strategic Innovation [email protected]
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Disruption pyramid
source: geoffrey moore - diagnosing disruption
Business Model
Operating Model
Infrastructure Model
Business Value Delivery Focus on DisrupKng inefficient Markets
Business Opera4ons Focus on People ProducKvity
Technical Opera4ons Focus on System Performance
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The steps your customers go through in engaging with your companyCustomer Journey
Friction:
“Interactions that inhibit people from intuitively and painlessly achieving their goals”
WWW
Our Goal:
“Redesign the customer journey, reduce friction, make customers love interacting with us”
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Methodology for collaborative re-invention
CollaborateDiscover Re-imagine
•organisational collaboration
•cultural alignment
•action not discussion
• friction & pain point focus
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Discover Collaborate Re-imagine
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Example Persona
Discover Collaborate Re-imagine
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Discover Collaborate Re-imagine
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Workshop OutputSubtitle text
Discover Collaborate Re-imagine
pain points
solution building blocks
orthodoxy busters
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Discover Collaborate Re-imagine
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Customer Journey
ShareOnboardAcquire Engage Try & Buy
Push notification
Real time try & buy
Content updateInstall
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Beauty Advisor ReimaginedMakeup Genius is a Beauty Advisor in Your Pocket
Film
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Customer Journey
ShareOnboardAcquire Engage Try & Buy
Push notification
Real time try & buy
Content updateInstall
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Get Ready for a New Kind of Customer Success
IoTIoT
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We want to help imagine your future
Talk with your account teams
Join our Success Communities
Talk to experts in the Product Area
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thank y u