change or get changed, consumers decide how to interact with your brand
TRANSCRIPT
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Time for Change!
By: Ashraf OsmanVP, EMEASandpiper data Systemswww.sandpiperdata.com
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• 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
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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
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Author: Ashraf Osman