change or get changed, consumers decide how to interact with your brand

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Coming to a Data

center near you !

Ashraf.osman@sandpiperdata.com

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Ashraf.osman@sandpiprdata.com

http://ashraf-osman.com

Time for Change!

By: Ashraf OsmanVP, EMEASandpiper data Systemswww.sandpiperdata.com

http://ashraf-osman.com

• Change is the only constant

• Change is inevitable

• Change for the better is a full time job

Definition of Change

No Pain No Change

• Humans are lazy by nature

• No one says: “What a great day for a root canal”

• Triggering events cause pain

• Pain drives the need for change

• Change starts the “action”

Author: Ashraf Osman

Pains & Triggering Events:

Pain

• Revenue/profit loss.

• loss of accounts & customers

• New products not meeting expectations

• Slow response time

• Uncollected revenue

• Unfavorable “KPI”

• Customer satisfaction

Triggering events:

• Annual report

• Complaints

• Analyst report

• Long queues

• New management

• Mergers & acquisitions

• Returned goods

• Bad press

Author: Ashraf Osman

The pain cycle

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Sources of pressure

• Competition

• Media

• Management & shareholders

• Cost reduction (deliver more with less cost)

• Consumer changing wants & needs

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IT evolution 1946 – 1960’s

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1960’s – 2000

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Name the data center?

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With change comes opportunity!

Do you know what you competitor is up to ?

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What’s next ?

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Free apps!

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How does this affect you?

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• Consumer is king:

– Consumers are technologically rich

– They want to be treated as persons

– Customized services (social networks – “customerization”)

– Changing wants and needs

– No time to interact with your brand

– They choose when, where and how they get information and make financial decisions

– “Convenience to interact” is a new variable

– Customers are loyal to experience not to companies

This is what the consumer wants

How does this affect you

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• Current technology and architecture are not the best there is

• Regulations impact business models

• Delivery channels evolve

• Security concerns are growing

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Phases of change

Response to change

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Example

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Phases of change + Hype

Time is of the essence!

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Example of change

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Different perspectives

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From WOM to e-WOM

- Created and delivered by trusty sources of information

- WOM is for opinion seeking, opinion giving and opinion passing

- Contacts, acquaintances, followers, friends

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Social media effect on buying behavior

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Number, availability, geography. etc.

Anytime, personalized, all over.

Conclusion

• Consumer is KING

• Change is inevitable

• Your ability to anticipate and adapt to change defines your competitive edge

• It is easier to perform “managed change”

• Offer your customers personalized interaction across multiple channels

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Final word

• Change drives IT transformation.

• Your infrastructure should be:

– Pooled

– Flexible

– Adaptable

– Expandable

– Metered

• Reach out for expert advice before you take the plunge

• Be ready when the next wave of change hits you

http://ashraf-osman.com

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Author: Ashraf Osman