now that your products can talk, what will they tell you? | a.t. kearney

Now That Your ProductsCan Talk, What WillThey Tell You?

The old world of“dumb” products

Doesn’t listen Can’t adapt or learn

In this world, direct feedbackis the only wayto know whatcustomers want

Social mediaOnline reviews

Unreliable BiasedSlow

Costly

SurveysFocus groupsCustomer feedback

Products are evolving—and listening

Where am Ibeing used?

How am Ibeing used?

Who is using me?

Now that productsare listening, here’s what they’retelling you

Product andservice

innovationProcess

innovationProactivecustomer

service

Newcustomer

experiences

A shift isunder way

From product-centric……to

experience-centric

Your choicemay be the flavor ofthe future

Example

Connected tractors sense theenvironment

Example

Smart productsenhance ourexperience at home andbeyond

Example

Top smart home categories:

Security andcontrol

Energy andlighting

Smart entertainmentand connectivity

Smartappliances

Cars that listenand respond will get us therehappy and safe

Example

Example

Even your food may have had a conversationor two on its wayto your plate

More than a product……a platform

Example

When asked what theirbusiness appetite forproducts that talk is63% of people saidimportant or extremelyimportant, yet only 5%said it's already part oftheir core capabilities.**Survey results from MIT Sloan Management Review Webinar,Now That Your Products Can Talk, What Will they Tell You?, April 15, 2016

Ways of thinking and working needto evolve

TodayPricing based on

initial cost…

Design focus onphysical products…

Innovation = new product…

Technology as anafterthought…

The way forward…to lifetime value

…to data-driven productsand experiences

…to adaptive products

…to technologycore to design

A new kind of teamwill shape the future

Product o�icerDesign innovative

products

Data equity o�icerMonetize data

Experience o�icerDesign innovative

experiences

For more information about talkingproducts and A.T. Kearney's digitaltransformation practice, visit:www.atkearney.com/digital-transformation