digital business brand examples 2014

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Disruption & Digital Business: Brand Examples 2014

FBI move from paper to digital


A century old organisation transforming itself in order to fight crime in a digital age. Three areas of focus:

Data -‐ ensuring agents have access to data when they need it, no matter where they are. Customer service -‐ ensuring ‘customers’ are monitored. Back end operations -‐ modernising back end systems.

Atom set to be UK’s first all-‐digital bank


Atom set to launch in 2015

Transactions will be purely be online and via mobile phones. Mobile phone banking transactions by British customers have doubled in a year to 5.7m per day. Bank branch usage is down 30% since 2010.

"To put branches in place now would be like BT bringing back phone boxes. Now everything can be done online or through mobile.”

Andrew Thompson, Co-‐Founder, Atom Bank

Argos successful transition from catalogue to digital-‐led business


Online sales at Argos now account for 44% of total sales. 18% of sales from mobile.

Launched improved smartphone and tablet apps. New ‘Digital Concept’ stores replace catalogues with iPads. Sales increased by 3% 2013-‐2014.

From ‘mass’ McDonalds to ‘my’ McDonalds


Focus on the customer, shifting to a more personalised approach

Implementing kiosks in-‐store to place orders. Order online and via mobile. Remote drive through ordering. Building customer data -‐ offering rewards. Changing the culture of the organisation Think and act like a start-‐up Break down silos Improve knowledge -‐ McDonald’s Digital University

Marie Curie launches digital transformation plan


Charity is lagging behind with it’s digital offerings. Launched 3.5 year digital transformation programme

Will begin by revamping website and streamlining donating and volunteering process. Aims to use data more effectively to communicate and engage with customers.

“For me it’s knowing the right information about people and understanding what kind of relationship people want to have with us and being able to personalise on that.”

Claire Hazle, Head of Digital, Marie Curie Cancer Care

The rise of the ‘Digital Doctor’


UpToDate app gives doctors up to date information on 10,000 health conditions

Peer-‐reviewed and collated by over 5,000 doctors and clinicians. Enabling doctors to be more efficient with their time. Access to latest knowledge and research.

Burberry’s digital push continues to drive sales


Retail revenue increases 9% Q2 2014

Investment in click-‐and-‐collect. Focus on digital marketing initiatives.

70% ad budget allocated to digital. Investment in SAP to manage operations and customer relations. Salesforce integration enables single customer view.

In the last 2 years, established: Social media department Mobile department Insight department Strategic Innovation Council

Malta to be a digitally smart place


The Digital Malta Strategy is a policy to guide the country in attaining the 2020 vision of prospering as a digitally-‐enabled society. Three main pillars:

Citizens, business and the government. Promote the use of social networking. Promote the use of mobile applications. Bridge the digital divide. Promote research and innovation. Promote Malta as a digital hub -‐ seek strategic alliances. Plans for eDemocracy -‐ citizens have their say.

Uber takes on tradition and wins


Protests across major cities against Uber’s mobile based car service.

Cheaper fares, calculating fees via mobile reduces operational costs. Convenient for the customer -‐ payment is made within the app. No-‐one under the age of 40 with a smartphone is hailing a cab anymore.

“The taxi industry has been ripe for disruption for decades. But only technology has allowed it to really kick in.”

Travis Kalanick, Chief Exec, Uber

Huffington Post uses data to test headlines in realtime


Use realtime data to test effectiveness of news headlines

For the first hour, 2 headlines run concurrently. Data is checked and most popular headline is then run. Making a change whilst it still matters.

Starbucks digital success story


94% of Facebook fans are either a Starbucks fan or friends with one

Cited as no.1 socially engaged company. Digital growth is mirrored by improved stock performance. 100k downloads of mobile apps per week. $3bn in payments via loyalty card. Processes 3m mobile payments per week -‐ lowering operational costs. My Starbucks Idea collected over 50k customer ideas.

GE is the world’s oldest start-‐up


GE’s ‘digital factory’

Using predictive analytics to run ‘scenario’ testing. Reverse innovation -‐ product testing in the East prior to launching in the West. Focus on Internet of Things -‐ sensors on everything. Experimenting quickly. Socially connected with welcome content -‐ the more people understand the business, the more their stock is valued. Mobile apps -‐ diagnostic tools, internal app store for employees.

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