Advantage Tour - Business Transformation, Auckland
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Derek Laney Head of Product Marketing Business Transformation: How To Stay Ahead of The Game in The Digital Age @derektweets #SFAPAC
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Transcript of Advantage Tour - Business Transformation, Auckland
Derek LaneyHead of Product Marketing
Business Transformation: How To Stay Ahead of The Game in The Digital Age
@derektweets
#SFAPAC
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
#SFAPAC
#SFAPAC
IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
#SFAPAC
IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
Data Science: Major Shift in Technology
#SFAPAC
Machine LearningUnlimited Computing PowerUbiquitous Data
Data Science: IQ uses Relationship Intelligence
#SFAPAC
Drive action with Relationship Intelligence
What to Prioritize
Who to Email
How to close more deals
Automatically collects all your
data to…
Data Science: Turns Devices into ExperienceSubtitle text
#SFAPACHow Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015)
Customer Experience is The New Battlefield
36%2011
Companies expecting to compete mostly on the basis of customer experience.
89%2016
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”
Mobile: Platforms are Evolving
blog.xamarin.com/expand-‐your-‐apps-‐reach-‐with-‐googles-‐app-‐invites/dzone.com/articles/android-‐60-‐marshmallow-‐and-‐ios-‐9
Mattel Imagines the Future of Play
#SFAPAC
“Do what you do so well that they will want to see it again and bring their friends.”
Walt Disney
#SFAPAC
#SFAPAC
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
#SFAPAC
c.
IoTIoT
#SFAPAC
Thinking Like a Designer Not being a Designer
#SFAPAC#SFAPAC
Future Nature – Evolution will not be televised
#SFAPAC#SFAPAC
The Chau Chak Wing at UTS
#SFAPAC
Empathy - L’OrealSubtitle text
#SFAPAC
CHOOSE A PARTNERPair up with someone near you One of the pair raise their hand
#SFAPAC
If you raised your hand CLOSE YOUR EYES NOWWe don’t want you to see the next slide !
#SFAPAC
#SFAPAC
How did you do ?Questions are the new answers..
#SFAPAC
Questioning - MattelSubtitle text
#SFAPAC
Back in Your PairsCome up with as many ideas as possible
#SFAPAC
Come up with a new way to exerciseCome up with as many ideas as possible
#SFAPAC
Come up with a new way to exercise IN A CARCome up with as many ideas as possible
#SFAPAC
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
#SFAPAC
Which question generated the most ideas ?Questions we ask reflect the answers we get
1
2
3
#SFAPAC
Who can help ?
#SFAPAC
#SFAPAC
#SFAPAC
Disruption pyramidSubtitle text
#SFAPACsource: 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
#SFAPAC
The steps your customers go through when 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, provide delight and make customers love interacting with us”
Beauty Advisor ReimaginedMakeup Genius is a Beauty Advisor in Your Pocket
Film
Methodology for collaborative re-inventionSubtitle text
#SFAPAC
CollaborateDiscover Re-imagine
•organisational collaboration
•cultural alignment
•action not discussion
• friction & pain point focus
Discover Collaborate Re-imagine
Example Persona
Discover Collaborate Re-imagine
Discover Collaborate Re-imagine
WorkshopSubtitle text
Discover Collaborate Re-imagine
Orthodoxy Busters
Discover Collaborate Re-imagine
15#
#3 INSPIRATIONS Inspiration
Discover Collaborate Re-imagine
Discover Collaborate Re-imagine
“We build in order to think” - IDEO
Re-imagined customer journey
ShareOnboardAcquire Engage Try & Buy
Push notification
Real time try & buy
Content updateInstall
Discover Collaborate Re-imagine
Get Ready for a New Kind of Customer Success
IoTIoT
We want to help imagine your future
Talk with your account teams
Join our Success Communities
Talk to experts in the Product Area
