digital disruption - canieti

Digital Disruption

Bert DuMars | VP, Principal Analyst

October 23, 2013

@bwdumars

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Digital Disruption Can Come From The Most Unlikely Places

Source: http://online.wsj.com/article/SB10001424127887324678604578340752088305668.html and

http://www.wired.com/underwire/2013/03/publishing-industry-next-chapter/

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Michael Porter’s Five Forces Revisited In The Age Of The Customer And Digital Disruption

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We Have Entered The Age Of The Customer

Customer obsession:

Building value around the customer, not the

channel or product

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Meet The Digital Consumers

“When consumers adopt

technology, they do old

things in new ways;

When people internalize

technology, they find new

things to do”

adopt

internalize

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Meet The Digital Disruptors

“When companies adopt

technology, they do old

things in new ways;

When companies internalize

technology, they find new

things to do”

adopt

internalize

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To satisfy digital consumers in the

future, you must be – and enable –

digital disruptors

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Agenda

› How is digital disruption different from other forms of disruption?

› What are the three steps to becoming a digital disruptor?

› Are you (and your organization) ready?

Enter text and box will expand down

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Digital disruption is better, stronger, and faster

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Nest Turns Everyday Home Appliances Into The Adjacent Possible

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What is the next thing people need?

Let’s not pretend that we know the endgame here, let’s do the least amount of features to know if it will work. Then improve it if people use it.

- Charles Teague, CEO

Collaborative

innovation and

development

Prior Apple product

experiences

Digital media

meltdown and

rebirth

Related hardware

advances

Better, Faster, Thinner & Lighter…With A Powerful Customer Experience

Ecosystem

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Chick-Fil-A’s Daddy Daughter Date Night program Builds Multi-Generational Loyalty

› For quick serve restaurant, the store, in store

display, in bag flyers/invitations, social media, and

easy digital experience positively affect spend.

› Chick-Fil-A DDDN program developed by operator

in Kansas in 2008. Hyper-Local brand relationship

building.

› 2010 first market test, 2012 86 markets

participated.

› Experience solidifies relationship with parents and

builds relationship with next generation customers.

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Chick-Fil-A “The Hatch”Innovation Center

› 40,000 Sq. Ft Innovation Center

› Designed to change the culture and accelerate innovation

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Delivering convenience to the world.

Empower The Organization Through A Big Audacious Goal And Powerful Brand North Star

Take advantage of physical locations to deliver digital based services.

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The 7-Eleven Mobile Experience – Content In Context

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Customer Experience Is Driving Shareholder Value

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Energy

Skills

Policies

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People see it coming but aren’t ready for itPERCENT THAT AGREE WITH EACH STATEMENT (TOP 2 BOX)

Source: June 2012, Digital Readiness Assessment

89%

65%

38%

32%

E

S

P

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People see it coming but aren’t ready for itPERCENT THAT AGREE WITH EACH STATEMENT (TOP 2 BOX)

Source: June 2012, Digital Readiness Assessment

89%

65%

38%

E

S

P 49%24%

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This Is Your Future…

This Is Our Future…

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Recommendations

› Unshackle yourselves from the Industrial Age mindset

› Innovation – Not just incremental – Must be your focus

› Visit and get involved with a startup accelerator:

• 500 Mexico City, Wayra Mexico, AltaVentures, The Founder

Institute Mexico City

› Learn about Coca Cola Accelerator Mexico City

› Visit an innovation lab in the US…build an innovation lab

or team at your Headquarters

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Summary

› Digital Disruption is coming to an industry near you

› Like the “6 Million Dollar Man” it will be better, stronger, and faster

› Most companies see it coming, but few are prepared. Are you?

Thank youBert DuMars

bdumars@forrester.com

+1 613.613.8850

@bwdumars