IDC AIC Future Proofing your Business Final
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Transcript of IDC AIC Future Proofing your Business Final
CSC Proprietary and Confidential
The 3 Secrets to Future-proofing your business
Andrew Dart – Industry Strategist CSC AMEA
18 Sep 2014
CSC Proprietary and Confidential 2 September 19, 2014 2 September 19, 2014
Today’s Discussion
1. Why Future-proof your business
2. Customer Focus
3. Innovation
4. Corporate Culture
CSC Proprietary and Confidential 3 September 19, 2014
The Majority of Business are NOT Future-proofed
40% of companies in the Fortune 500 in 2000,
weren’t there in 2010!
CSC Proprietary and Confidential 4 September 19, 2014
S&P 500 Churn since 2002
CSC Proprietary and Confidential 5 September 19, 2014 5 September 19, 2014 CSC Proprietary and Confidential
Secret #1: Customer Focus
CSC Proprietary and Confidential 6 September 19, 2014
Emerging Industry Challenges
The rise of the customer-centric insurer will characterize the market
Insurance Industry Challenges for 2014 and Beyond
Source: Ovum
CSC Proprietary and Confidential 7 September 19, 2014
Digital Customer Satisfaction 2013
CSC Proprietary and Confidential 8 September 19, 2014
Relative Customer Satisfaction 2014
CSC Proprietary and Confidential 9 September 19, 2014
Silicon Valley Study: “Customer First without compromise”
What they discovered:
• Inspire & delight
• Short feed-back loops and real-time improvements
• Real-time insights and personalization through Big Data
• Fast, easy and fun (just like Angry Birds)
The method of working and entrepreneurship in
Silicon Valley
CSC Proprietary and Confidential 10 September 19, 2014 10 September 19, 2014 CSC Proprietary and Confidential
Secret #2: Create the Future - Innovate
CSC Proprietary and Confidential 11 September 19, 2014
R&D is not Innovation
CSC Proprietary and Confidential 12 September 19, 2014
IT’s Role in Innovation
CSC Proprietary and Confidential 13 September 19, 2014
Digital is not Social
Digital
• Cloud
• Software as a Service (SaaS)
• User Interfaces / Experience
• Mobile Devices and Apps
• Big Data
• Analytics
• Wearables
• Sensors / Internet of Things
Social
• Culture
• Collaborations
• Co-Creation
• Sharing Economy
• Customer Centric
• Engagement
• Communication
• Conversation
CSC Proprietary and Confidential 14 September 19, 2014
New Channels need to be at the heart of your business
CSC Proprietary and Confidential 15 September 19, 2014
Telematics
CSC Proprietary and Confidential 16 September 19, 2014 16 September 19, 2014 CSC Proprietary and Confidential
Secret #3: Make secrets 1 & 2 part of your Corporate DNA
CSC Proprietary and Confidential 17 September 19, 2014
CSC Proprietary and Confidential 18 September 19, 2014
CSC Proprietary and Confidential 19 September 19, 2014
Innovation?
CSC Proprietary and Confidential 20 September 19, 2014
Conway’s Law
Any Organization that designs a system
(defined broadly) will produce a design
whose structure is a copy of the
organization’s Communication structure.
CSC Proprietary and Confidential 21 September 19, 2014 21 September 19, 2014
In summary….
1. It’s important to Future-proof your
business. Disruption is waiting for you.
2. Focus on Customers, not just today’s
but also tomorrows’.
3. Be part of the change – INNOVATE!
4. Make Customers and Innovation the
foundation of your business
CSC Proprietary and Confidential 22 September 19, 2014
Thank You Andrew Dart
@ITInsuranceGuy