business transformation: how to stay ahead of the game in the digital age
TRANSCRIPT
Derek LaneyHead of Product Marketing
Business Transformation: How to Stay Ahead of the Game in the Digital Age
@derektweets
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
IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
Data Science: Major Shift in Technology
Machine LearningUnlimited Computing PowerUbiquitous Data
Data Science: Turns Devices into Experience
How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015)
Data Science: IQ uses Relationship Intelligence
Drive action with Relationship Intelligence
What to Prioritize
Who to Email
How to close more deals
Automatically collects all your
data to…
Somak RoySenior Analyst
© 2015 Forrester Research, Inc. Reproduction Prohibited
The Business Application of the Futureeffective, agile, adaptive…beautiful
Five Pillars Of Future Business Applications
© 2015 Forrester Research, Inc. Reproduction Prohibited
The Cloud has Gone Beyond CRM, HCM, and Collaboration
© 2015 Forrester Research, Inc. Reproduction Prohibited
Saas’ Conquest Of The Back Office Has Begun
N=2000+© 2015 Forrester Research, Inc. Reproduction Prohibited
The Conquest Has Reached Indian Shores
N=184
Close to 50% plan to implement SaaS for industry-specific processes
Over 50% plan to implement SaaS for BI/analytics
© 2015 Forrester Research, Inc. Reproduction Prohibited
Expect The Cloud In Many Forms
© 2015 Forrester Research, Inc. Reproduction Prohibited
Functional and Beautiful Softwarenot merely transactional… engaging too
© 2015 Forrester Research, Inc. Reproduction Prohibited
User Training Is Dead, Long Live User Experience
© 2015 Forrester Research, Inc. Reproduction Prohibited
UX Increasingly Has Direct ROI
© 2015 Forrester Research, Inc. Reproduction Prohibited
Flexibility Will Be Built-In
© 2015 Forrester Research, Inc. Reproduction Prohibited
› Non-technical configurability › Extend and customize the application natively
Built-in PaaS › Built-in process modeling › Built-in rules management
Configurability, and Built-in PaaS
© 2015 Forrester Research, Inc. Reproduction Prohibited
Embedded Analyticsintelligence at the point of work
Embedded Analytics Rapidly Becoming an Expectation
› Supplier, employee, and customer analytics broader context behind every record & transaction
› Personalization to enhance productivity › IOT affords additional contextual data, and
therefore greater personalization
Integration be more pre-built, less onerous
Subtitle text
› The integration specialists will do the heavy lifting › Greater focus on the pre-built, less on the custom › The SaaS majors are working on ensuring different
clouds play well together
The Integration Task will Devolve to an Ecosystem
› The business application as much about enabling better operational decisions as record keeping and transactions
› The business application will increasingly be people-centric, not just data-centric
› The application of the future will stem the tendency to do the actual work outside of the software
Closing Thoughts
Derek LaneyHead of Product Marketing
c.
Customer Experience is The New Battlefield
36%2011
Companies expecting to compete mostly on the basis of customer experience.
89%2016
IoTIoT
Thinking Like a Designer Not being a Designer
Empathy - L’Oreal
CHOOSE A PARTNERPair up with someone near you One of the pair raise their hand
If you raised your hand CLOSE YOUR EYES NOWWe don’t want you to see the next slide !
How did you do ?Questions are the new answers..
Questioning - Mattel
Back in Your PairsCome up with as many ideas as possible
Come up with a new way to exerciseCome up with as many ideas as possible
Come up with a new way to exercise IN A CARCome up with as many ideas as possible
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
Which question generated the most ideas ?Questions we ask reflect the answers we get
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Who can help ?
Deepak PargaonkarDirector Solution Engineering, [email protected]
Disruption pyramid
source: geoffrey moore - diagnosing disruption
Business Model
Operating Model
Infrastructure Model
Business Value Delivery Focus on Disrup-ng inefficient Markets
Business Opera1ons Focus on People Produc-vity
Technical Opera1ons Focus on System Performance
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
Re-imagined customer journey
ShareOnboardAcquire Engage Try & Buy
Push notification
Real time try & buy
Content updateInstall
Discover Collaborate Re-imagine
Methodology for collaborative re-invention
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
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