The Mobile Opportunity
for Retail in AsiaPlaying to Win vs.
Playing Not to Lose
Neil HickeyManaging Director
Accenture Digital,
Greater China Mobility Lead
Big Bang Disruption
Customer
Adoption
Everybody elseTrial Users
Innovators
(2.5%)
Early adopters
(13.5%)
Early Majority
(34%)
Late Majority
(34%)
Laggards
(14%)
Big-Bang Market Segments
Technology
is enabling unencumbered
development –
resulting in unprecedented
disruption
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Playing to Win – The Level of Ambition
The Clear Choice - Doing it Better vs. Doing it DifferentlyImprove the
operation
Low
Change & transform the
business
Change & transform the
industry
Incremental
Business Value
Structural
High
Low
Today
Breadth of Impact & Leveragability
High
Change
the game
Do it differently
Do it better
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Picking Their Spots
Digital-Physical Blur
Adapt Toward an ‘AgileTechnology’
New Op Model for the New Marketplace
Reverse-EngineeredAnalytics
Engaging theEcosystem
6 Things That 'Playing to Win' Companies Do Differently
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Digital-
Physical Blur:Every Customer is
a Digital Customer
1
6 Things That 'Playing to Win' Companies Do Differently
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6 Things That 'Playing to Win' Companies Do Differently
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Digital-
Physical Blur:Every Customer is
a Digital Customer
1
6 Things That 'Playing to Win' Companies Do Differently
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6 Things That 'Playing to Win' Companies Do Differently
New Op Model
for the New
Marketplace:Adapting to the
Non-Stop Customer
2
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6 Things That 'Playing to Win' Companies Do Differently
Expectation
Promise
Reality
Delivery
PurchaseDiscover
Consider Use
Evaluate
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6 Things That 'Playing to Win' Companies Do Differently
New Op Model
for the New
Marketplace:Adapting to the
Non-Stop Customer
2
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Reverse-
Engineered
Analytics:Putting information
into circulation
3
6 Things That 'Playing to Win' Companies Do Differently
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6 Things That 'Playing to Win' Companies Do Differently
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Reverse-
Engineered
Analytics:Putting information
into circulation
3
6 Things That 'Playing to Win' Companies Do Differently
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Engaging the
EcosystemSoftware as a core
competency in the
digital world
4
6 Things That 'Playing to Win' Companies Do Differently
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6 Things That 'Playing to Win' Companies Do Differently
Schwab Advisor Center Mobile Schwab OpenView Workflow Integrated Financial Planning
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Engaging the
EcosystemSoftware as a core
competency in the
digital world
4
6 Things That 'Playing to Win' Companies Do Differently
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6 Things That 'Playing to Win' Companies Do Differently
Adapt
Toward Agile
TechnologyCombining Traditional
& Emerging
Technologies, while
Reducing Complexity
5
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6 Things That 'Playing to Win' Companies Do Differently
“Disposable”
Traditional/Transactional
Emerging
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Adapt
Toward Agile
TechnologyCombining Traditional
& Emerging
Technologies, while
Reducing Complexity
5
6 Things That 'Playing to Win' Companies Do Differently
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Picking
Their SpotsWinning the Battle of
“Noticed and Valued”
6
6 Things That 'Playing to Win' Companies Do Differently
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6 Things That 'Playing to Win' Companies Do Differently
Comparative Customer Experience by Touch Point
Performance
Level
Discover Sign Up Activate Use Pay Solve Stop/Exit
End-to-End Customer Touch Points
Basic
Parity
Competitive
Differentiated
Transporter
Wireless Co.
Bank Co.
Wireline Telco
Cable Co.
Bank Co.
Cable Co.
Transporter
Bank Co.
Bank Co.
Wireline Telco
Wireless Co.
Source: Accenture Comparative Landscape Research Database
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