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Moving at the Speed of ExpectationCaroline TaylorCMO, IBM Europe

IBM BusinessConnect 2015Seize the Moment19/10/2015

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Moving at the Speed of Expectation

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“The last, best experience that anyone has anywhere becomes the minimum expectation for the experiences theywant everywhere.”

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The market has changed

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The world has changed

“The customer is now at the heart of the

boardroom” IBM c-suite study, 2013

“Prepare for digital disruption” Forrester, 2012

“The individual-centred economy is already here”

IBM Digital Reinvention paper, 2014

From…

to…

“Digital revolution will affect every stage of the customer lifecycle and

every aspect of your business” Forrester, 2014

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The importance of design

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Designa vase

Design a better way for people to enjoy

flowers in their home

Product or Task Focused Experience Focused

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Design is not just what it looks like & feels like. Design is how it works.

- Steve Jobs

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76% of consumers today

expectexpectorganisations to understand their

individual needsindividual needsIBM, Institute for Business Value, 2014

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Data is the new natural resource

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Data and Customer Experience

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Personalised Mobile Fan Experience

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Social command centre – listening and understanding

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Fan engagement – driving experience with data

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Hill vs World – Making the digital to physical connection

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70%of Fortune 1000 companies in 2004 do not exist today

Gartner 2014

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Changing the Gameat the Speed of Expectation