digital transformation slides
TRANSCRIPT
95 år
685.000 værelser
23$ milliarder
8 år
2.000.000 udlejere
30$ milliarder
https://skift.com/2016/09/23/airbnbs-latest-investment-values-
it-as-much-as-hilton-and-hyatt-combined/
Sustaining strategyBedre produkt på
eksisterende marked
Low-end disruptionMålrettet kernebehov, lave
pris.
New market disruptionAlternativ oplevelse af værdi
TID
VÆ
RD
I
AN
DE
N V
UR
DER
ING
AF V
ÆR
DI
Clayton Christensen: Two Types of
Disruptive Innovations
500.000
overnatninger pr. døgn
1.000.000
køreture i døgnet
7.600.000
app downloads i døgnet
100.000.000.000
app downloads i alt
Producenterne får direkte
adgang til brugerne
Retailerne forstår brugernes
behov bedre og bedre
KUNDEN
FÅR
MAGTEN
+
Kunden taler ikke med
producenten.
FØR NU
| ”Danske Bank no longer has a corporate strategy, a HR
strategy, a procurement strategyor a sales strategy.
| We only have a client strategy.
| Everything else is tacticalinstruments to achieve the
goals of our client strategy.”
Thomas F. BorgenCEO, Danske Bank
Edited quote from the event “Presidents Summit, Copenhagen: Business Unusual” in October 2015
CX metrikker
Feel
Kundetilfredshed
Brugervenlighed
Net Promotor Score
Customer Effort Score
Do
Gennemførte transaktioner
Ventetider
Engagement
Krydssalg
Vær klar til forandring: Intet varer
evigt.
Vær hurtig: Kan du reagere
hurtigt nok?
Vær fokuseret: Arbejder i mod
de samme mål?
TAKE AWAYS
Mads-Peter Jakobsen
TAK!
Islands Brygge 55 | 2300 København S
+45 70 23 33 30 | [email protected]
@madspeter
THE FEELING OF CUSTOMER EXPERIENCE
Cohesive, integrated and simple
Available any time on my terms
Respectful and dedicated to my needs
Fits in with my life and is effortless
Relevant offers without infringing on privacy
Predicts my preferences
Makes me feel unique
Associates with my identity
Customised and tailored to my preferences
Makes me feel important
Excites and engages me
Responsive and interactive
Makes me love the brand
Tale
TDC MOBIL
33%
TELENOR
27% TELIA
17%
3 (Hi3G)
23%Data
TDC MOBIL
39%
TELENOR
18%
TELIA
8%
3 (Hi3G)
35%Tale
TDC MOBIL
33%
TELENOR
27% TELIA
17%
3 (Hi3G)
23%Data
TDC MOBIL
39%
TELENOR
18%
TELIA
8%
3 (Hi3G)
35%
Bruger
Forretning Brand
RELEVANS
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