Mindfulness to InnovationA Perspective On Synthesizing of An Unstructured World

A POV Through Our Lens.

Predictive insights & intelligence need to be the driver of effortless experience

Service and support are not viewed through a customer journey lens, but rather through metrics and KPI’s

UX is a critical component of customer experience – in terms of expectations met / un-met

Communities have to be more than portals, but marketplaces to broker service and support

How do we place service in the hands of every employee that touches a customer interaction?

Visualization of the customer journey at all engagement / interaction points is critical to true 1:1

Truly understanding how to segment, target and position the product and brand through deep insights and intelligence

Pattern based profiles are more important than 360 degree

Early Warning Systems that enable sales and reduce attrition

There is a tremendous need to unlock ERP and have app’s provide sales advantages

Collaboration channels for co-development and co-opetition

Closer alignment between the customer, service and sales to product/solution development

Private exchanges for closer alignment to speed to market & economies of scale

Value chain & vertical integration opportunities

The Product Life Cycle (PLM) management process needs to be more closely aligned with the resourcing that can expand ideas and execution

Preventative Maintenance (“oil usage is high, notify technician..”)

Replenishment Automation (“ink is running low, ship new ink..”)

Proactive Customer Service (“device problem detected, push customer a fix)

How do we make sense of the Internet of Things

3D Printing and digital is a new norm in all things connected and how do we synthesize the opportunities

How do we make brand building and brand awareness synonymous

CSAT and NPS are not leading indicators to customer acquisition and growth strategy

Employee experience and culture is corollary to customer experience and their level of happiness

Personalization and precision is critical to meet expectations

There is no bi-directional communication channel to open up the organization to customer feedback loops

INDUSTRY PATTERNS / THEMES

Customer Service

Sales & Marketing

Customer Experience Partnership Innovation

Organizations are at a Crossroad

“We need to be more decisive and with much more speed - so that are entire business model is about the customer. Not about us” Mirza Chughtai, CIO Miner Corporation

CxOs Are Reacting

“Its about identifying the intersection between a customer driven transformation, people powered and and technology enabled.”

Renee Cacchillo, CMO Safelite

“Companies need to be building the business model with the customer’s expectations in the middle. And the business model built to exceed those expectations .”

Dick Williams, CEO Webroot

ORDER NUMBER33498

“We Love Our Customers”

STORY VALUE ARCHITECTURE

Framework

Synthesizing The World Around Us..

Mindset Change

Lives in the Midwest

41 Yrs. Old | Married | Kids

Windshield replacement patterns

Public Social Media Own 2 Vehicles (BMW, Audi)

Website Browsing HistoryGlass protection warranty Offers declined/ Accepted

Lives in the Midwest41 Yrs. Old | Married | Kids

Safelite products ownedInteraction preferences

Connected windshieldInteraction patterns

Interest in roadside assistance providerTeenage son, first time driver

Interest in new insurance provider

PurchaseUnaware Awareness Consideration Retention Advocacy

Order Number: 33493 The Watson Household

END TO END CUSTOMER JOURNEY

THE WATSON HOUSEHOLD

Offers declined / accepted

Interaction Preferences

Safelite Products Owned

Interest in new insurance and roadside assistance provider

Teenage son, first time driver

Glass protection warranty

Own 2 vehicles (BMW, Audi)

Connected windshield

Windshield replacement patterns

Omni-Channel

IT Modernization

Innovation

SAFELITE FUTURE STATE

VALUE

Complete CRMInsights into a integrated customer journey

Total Cost of OwnershipInnovation, not application maintenance

Collaboration and SharingCreation of a knowledge hub to share and empower

ConnectedInventory, business processes and intelligence

Enterprise Agility Speed to market without barriers to success

Service ExcellenceEffortless experience delivered across all channels

CURRENT STATE

FUTURE STATE

ARCHITECTURE

Predictive insights & intelligence need to be the driver of effortless experience

Service and support are not viewed through a customer journey lens, but rather through metrics and KPI’s

UX is a critical component of customer experience – in terms of expectations met / un-met

Communities have to be more than portals, but marketplaces to broker service and support

How do we place service in the hands of every employee that touches a customer interaction?

Visualization of the customer journey at all engagement / interaction points is critical to true 1:1

Truly understanding how to segment, target and position the product and brand through deep insights and intelligence

Pattern based profiles are more important than 360 degree

Early Warning Systems that enable sales and reduce attrition

There is a tremendous need to unlock ERP and have app’s provide sales advantages

Collaboration channels for co-development and co-opetition

Closer alignment between the customer, service and sales to product/solution development

Private exchanges for closer alignment to speed to market & economies of scale

Value chain & vertical integration opportunities

The Product Life Cycle (PLM) management process needs to be more closely aligned with the resourcing that can expand ideas and execution

Preventative Maintenance (“oil usage is high, notify technician..”)

Replenishment Automation (“ink is running low, ship new ink..”)

Proactive Customer Service (“device problem detected, push customer a fix)

How do we make sense of the Internet of Things

3D Printing and digital is a new norm in all things connected and how do we synthesize the opportunities

How do we make brand building and brand awareness synonymous

CSAT and NPS are not leading indicators to customer acquisition and growth strategy

Employee experience and culture is corollary to customer experience and their level of happiness

Personalization and precision is critical to meet expectations

There is no bi-directional communication channel to open up the organization to customer feedback loops

PATTERNS / THEMES

Customer Service

Sales & Marketing

Customer Experience Partnership Innovation

An Start To Finish Approach

Ethnography Workshops Iterative Design Road Mapping

UserExperience

Demos &Prototypes

BusinessValue

ArchitectureRecommendations

StrategicRoadmap

And What is Delivered

What, Why & How

Ethnographic ResearchDescriptionObserving users in their own environment to understand the context and culture in which they work

Process• In-field Observation• Job Shadowing• Cross-Role Simulations

CCC Role• Identify Participants• Participate in Shadowing• Review and respond to synthesis

Deliverables• Journey Maps w/ Pain point and MOEs• Persona creation / refinement• Vision POV

What, Why & How

Co-creation DescriptionContinuous partnership in identifying, building, and refining solutions that will impact the core charter of the Ignite engagement

Process• Engagement and Communication Plan• Customer and Partner Workshops • Iterative Work Streams• Contextual Simulations• Customer Experience Vision

CCC Role• Provide Industry Expertise • Interactive User Experience Testing • Constant Feedback

What, Why & How

Design, Demos, and PrototypesDescriptionUsing human centered design principles to create future state through working prototypes and story.

Process• Experience analysis• Contextual design validation • Iterative work streams

CCC Role• Identify Participants• Participate in demo simulations• Review interaction scenarios

Deliverables• Simulate live prototypes• Contextual simulation• Clickable interactive prototypes

What, Why & HowBusiness ArchitectureApplication ArchitectureDescriptionThis process will provide a blueprint that is used to align strategic objectives and tactical demands. Process• Experience Mapping• Co-Creation and Ideation• Architectural Workshop

CCC Role• Identify Participants• Co-Create• Sound Testing Ideas

Deliverables• Value stream • Business Capability Map• Architectural Blueprint

What, Why & How

Business ValueDescriptionAn analysis of the commercialization of transformation with a specific focus on the investment analysis, value drivers as well as qualitative benefitsProcess• Identify Value Hypothesis• Align Value Drivers to Realization Timeline • Build Model & Sensitivity Analysis

CCC Role• Provide Financial Data & Analysis• Align on Estimates• Collaborate in Model Building

Deliverables• Value Map• Financial Model/ROI• Sensitivity Analysis

• Recurring Patterns: Internet of Things, Connected Experiences, Market Adjacencies• Customers: YPO, vRide, Relevant Solutions

Synthesis Falls Into 3 Buckets

1. Innovate Go-to-Market Functions

2. Innovate Functional Areas / Business

Process

3. Innovate and create new Business Models

Types of Ignite Example Patterns and Customers

• Recurring Patterns: Integrate Sales / Service / Marketing; Partner relationship management, Integrated Customer Experience and Journeys; Patient Experience; Product Launch

• Customers: Miner Corp, Safelite, The Local 150, YPO, Good Sam Enterprises, Webroot, Filtration Group, Titan International

• Recurring Patterns: Sales transformation, Operational Excellence, Supply Chain, Internal Collaboration

• Customers: CCC, Badger Meter, Milacron, Chamberlain Group

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