| Date post: | 08-Aug-2015 |
| Category: |
Software |
| Upload: | centurylink-business |
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Joe Weinman | @joeweinman | [email protected]
Customer Centered ITDIGITAL DISCIPLINES
Attaining Market Leadership via the Cloud, Big Data, Social, Mobile, and the Internet of Things
©2015 CenturyLink. All Rights Reserved. Services not available everywhere. The CenturyLink mark, pathways logo and certain CenturyLink product names are the property of CenturyLink. All other marks are the property of their respective owners.
Successful IT Requires a Focus on the Customer…But How?
Strategies for Customer-Centered IT
© 2015 Joe Weinman. All Rights Reserved. 3
Information Excellence Solution Leadership
Collective Intimacy Accelerated Innovation
Key Digital Components
© 2015 Joe Weinman. All Rights Reserved. 4
Networks
Private
PublicCloud
Hybrid
Social
Data
Key Digital Components
Things
Information Excellence
Operational Excellence
© 2015 Joe Weinman. All Rights Reserved. 6
Information Excellence
© 2015 Joe Weinman. All Rights Reserved. 7
Digital – Physical Fusion
© 2015 Joe Weinman. All Rights Reserved. 8Source: Burberry
Asset-Light Processes
© 2015 Joe Weinman. All Rights Reserved. 9Source: Uber
Exhaust Data Monetization
© 2015 Joe Weinman. All Rights Reserved. 10Source: 23andMe
Dynamic, Virtual, Networked
© 2015 Joe Weinman. All Rights Reserved. 11Source: Li & Fung
Solution Leadership
Product Leadership
© 2015 Joe Weinman. All Rights Reserved. 13Source: Rolex
Smart, Digital, Connected
© 2015 Joe Weinman. All Rights Reserved. 14Source: Apple
The Total Product
© 2015 Joe Weinman. All Rights Reserved. 15
Digital
Source: Ted Leavitt, Joe Weinman
Expected
Generic
Hot Technology?
© 2015 Joe Weinman. All Rights Reserved. 16
The Total Product
© 2015 Joe Weinman. All Rights Reserved. 17
Augmented
Expected
Generic
Monitoring Control Optimization Autonomy
Source: Ted Leavitt, Joe Weinman
Adaptive Intelligence
© 2015 Joe Weinman. All Rights Reserved. 18Source: Google / Nest
ExtensibilityAdaptabilityModifiabilityUpgradability
The Total Product
© 2015 Joe Weinman. All Rights Reserved. 19
Potential
Source: Ted Leavitt, Joe Weinman
Potential
Expected
Generic
Augmented
Upgradability
© 2015 Joe Weinman. All Rights Reserved. 20Source: Tesla
The Experience Economy
© 2015 Joe Weinman. All Rights Reserved. 21
Commodities
Products
ServicesVa
lue
Profitability
Source: Pine & Gilmore
The Experience Economy
© 2015 Joe Weinman. All Rights Reserved. 22
Commodities
Products
Services
Experiences
Va
lue
Profitability
Source: Pine & Gilmore
Experiences
© 2015 Joe Weinman. All Rights Reserved. 23Source: Disney
The Experience Economy
© 2015 Joe Weinman. All Rights Reserved. 24
Commodities
Products
Services
Experiences
Transformations
Va
lue
Profitability
Source: Pine & Gilmore
Transformations
© 2015 Joe Weinman. All Rights Reserved. 25Source: Nike
Outcomes
© 2015 Joe Weinman. All Rights Reserved. 26
Solution Leadership in Services
© 2015 Joe Weinman. All Rights Reserved. 27Source: Domino’s
Product Gamification
© 2015 Joe Weinman. All Rights Reserved. 28Source: Alvio
Product Gamification
© 2015 Joe Weinman. All Rights Reserved. 29Source: Ford
Service Gamification
© 2015 Joe Weinman. All Rights Reserved. 30Source: Opower
Collective Intimacy
Customer Intimacy
© 2015 Joe Weinman. All Rights Reserved. 32
Collective Intimacy
© 2015 Joe Weinman. All Rights Reserved. 33Source: Netflix
Collective Intimacy
© 2015 Joe Weinman. All Rights Reserved. 34
Frictionless Intimacy
© 2015 Joe Weinman. All Rights Reserved. 35Source: Waze
Relational Intelligence
© 2015 Joe Weinman. All Rights Reserved. 36Source: Harvard Business Review
Traditional Innovation Accelerated Innovation
Cloud-Mediated Innovation
© 2015 Joe Weinman. All Rights Reserved. 38
Challenge
??Solution
Solutions
The Netflix Prize
© 2015 Joe Weinman. All Rights Reserved. 39Source: Netflix
Innovation Networks
© 2015 Joe Weinman. All Rights Reserved. 40Source: P&G
GE Flight Quest
© 2015 Joe Weinman. All Rights Reserved. 41Source: GE
Thank YouJoe Weinman | @joeweinman | [email protected]
