customer innovation - vlerick business school/media/executive-education/... · 2017-06-30 ·...
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CUSTOMER INNOVATION
PROF DR IR MARION DEBRUYNE
3D DIGITALDATADISRUPTION
DATA
DISRUPTION
DIGITAL
DATA
DISRUPTION
DIGITAL
STORAGE
ANALYSIS
REALTIME
© Vlerick Business School
BIG DATA
BIG PICTURE?
1st LENS
ZOOM IN ON
ENHANCING CUSTOMER JOURNEY
BY INTEGRATING RELEVANT INFORMATION & TRANSFORMING IT
© Vlerick Business School
VALUE CREATING MECHANISMS
Mirroring
Prediction
Diagnosing & Benchmarking
Segmentation
Insi
ght
for
Sel
ler
Insi
ght
for
Buy
er
Within Data Beyond Data
© Vlerick Business School
2nd LENS
ZOOM OUT
NEW SOLUTIONS & BUSINESS MODELS
© Vlerick Business School
PATIENTS LIKE ME
© Vlerick Business School
23ANDME
Launched 2006 at 999$ for personal analysis2012: 180000 users creating the world’sbiggest database of genetic information2013: price dropped to 99$
© Vlerick Business School
DATA AS THE NEW RAW MATERIAL
© Vlerick Business School
SMALL IDEAS WITH BIG IMPACT
“THE ESSENTIAL FACT ABOUT CAPITALISM”
© Vlerick Business School
When spring comes…Snow melts first at the edges
IT IS NOT ABOUT SIZE AND RESOURCES
IT IS JUDO STRATEGY
“DREAM YOUR WORST NIGHTMARE
“THEN INVEST IN IT”
ROSABETH MOSS KANTER, WSJ
© Vlerick Business School31 Prof Dr Marion Debruyne
The best way to predict the future is to participate in it
© Vlerick Business School
TEST YOUR ASSUMPTIONS
32
© Vlerick Business School
EXPERIMENTATION IS MANDATORY
© Vlerick Business School
Should we offer wifi on the plane?
Will new meeting technology replace business travel?
AIRLINE
© Vlerick Business School
Should we offer chat customer assistance?
How will blockchain affect banking?
BANK
© Vlerick Business School
Should we offer online monitoring service?
Will private grids and energy-storage solutions bypass the traditional electricity grid?
ELEKTRICITY GRID
© Vlerick Business School
………………………………………………………………………
…………………………………………………….
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THE CHALLENGECUSTOMER CENTRICITY AND
INNOVATION THE REASON WHYBIG DATA, BIG CUSTOMER VALUETHE OPPORTUNITYDISRUPTION BY DATA-ENABLED
BUSINESS MODELS
© Vlerick Business School
THANK YOU!Prof. dr. ir. Marion DebruyneDean Vlerick Business SchoolMarion.debruyne@vlerick.com
MarionDebruyne
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