case kone: uusi asiakaslähtöinen strategia ja case cx lab
TRANSCRIPT
12 October 2017 Confidential | © KONE Corporation2
Must-Win Battles have supportedour continuous renewal
Service Leadership
Innovative Solutionsfor People Flow™
Employee Engagement
Customer Experience
Delivery Chain Excellence
Environmental Excellence
Operational Excellence
People Flow Solutions
Customer Focus
People Leadership
Sourcing
Operational Excellence
Product and ServiceExcellence
Customer Focus
Focus in Asia
2005-2007 2008-2010
Process
alignment
Development
of culture
Common
vision
Agility and
speed
Increasing
differentiation
2011-2013
Service acceleration
and digitalization
2014-2016
2017-2020
The next
phase of
our strategy
Preferred Maintenance Partner
The Most Competitive People Flow™ Solutions
A Winning Teamof True Professionals
First in Customer Loyalty
Top Modernization Provider
12 October 2017 Confidential | © KONE Corporation3
EXAMPLES OF CHANGES FROM 2005 TO 2016
Times have changed and we want to renew ourselves
The biggest risk for us is to continue doing the same things as in the past
We want to lead the change instead of being forced to change
The world economy and
technologies have changedOur markets have changed
KONE as a company
has changed
12 October 2017 Confidential | © KONE Corporation4
Technological disruption has permanently upgraded customers’ and users’ expectations
Customers and users are more
aware and have more power than
ever before
Increasingly, the experience
is the product
The best driver for growth is a happy
customer advocating on our behalf
Anywhere,
anytime
Open and
transparent
Responsive,
Proactive and
predictive
Everything
And everyone
is connected
12 October 2017 Confidential | © KONE Corporation5
To succeed in the age of the customer, we need to change our thinking from inside-out to outside-in
How can we help the customer become more
successful tomorrow than they are today?
How can we provide ease and experiences for the
users by improving People Flow?
How can we serve and retain our customers better
through the whole lifecycle?
What is the unique (only KONE) benefit for customers
that is better than the next best alternative?
Inside-out Outside-in
1 June 2017 Confidential | © KONE Corporation7
In the strategy
COLLABORATIVE INNOVATION AND
NEW COMPETENCIES
• The key for successful engagement and
collaboration are co-creation and co-
development with FLs and customers
• CX Lab is a innovation methodology which
empowers customer-facing people
to develop new solutions and ways of
working
CUSTOMER-CENTRIC SOLUTIONS AND
SERVICES
• Validated customer centric ways of working
defined in linked to KW processes and
documented in a harmonized format
FAST AND SMART EXECUTION
• Enabling agile change deployment of new
concepts to countries with similar challenges
in Customer experience
TRUE SERVICE MINDSET
• CX Lab is about changing working culture
and mindset towards customer-centricity
• Participant’s motivation and willingness for
change is crucial part of CX Lab success
EXPERIMENTING
IN CX LAB
CX CHANGE
DESCRIPTIONS
AGILE CHANGE
DEPLOYMENT IN
KW
CUSTOMER
INSIGHTS
WORK IN
CUSTOMER
CENTRIC
WAYS
Case CX Lab
Inside out Outside in
How to differentiate in the elevator industry?
50+ interviews worldwide
We like the quality and the design options.”
Kone is among the top players. The products are up there with Otis and Schindler.”
Meredith is great.” (USA)
We have a solid relationship with Robin.” (Sweden)
Mr. Hermes always brings us cookies.” (Germany)
10 % 90 %
“
“
“
“
“
90/10 – Service interactions / products
Empowering Experimenting Measuring Changing
Goal 35 Completed Experiments
Estimate 10 new concepts
The value in customer experience
is created in interactions between
KONE and the customer
Service models and processes
Service roles,metrics and KPI’s
New digital toolsor services
Service gestures and service identity
Communication and interactions
Internal or externaltools to supportbehavior change
Examples of experiment topics in CX Labs
16
Kuva 2
What changes?