business transformation: how to stay ahead of the game in the digital age

Derek LaneyHead of Product Marketing

Business Transformation: How to Stay Ahead of the Game in the Digital Age

@derektweets

[email protected]

app

soda machine

watch

phone

sensor

machine

thermostat

lightbulb

Behind every

Closed Lost by Region

and Product

Midwest Buildozer Tra...

Concrete Mixer

Concrete Pump

Concrete Pu...

Crankshaft $1,065,700

$274,900

$81,800

$527,900

$25,600

REGION PRODUCTSUM OF

AMOUNT

Midwest

Midwest

Midwest

Midwest

Energy consumption

Total annual consumptionEnergy Resources Time

Resourcesused

65%

Data allocated (GB)26 57 78 51 76 26 50 58

is a customer

The Internet of Customers

IoT

DataScience

Social

Mobile

Cloud

and

IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies

Data Science: Major Shift in Technology

Machine LearningUnlimited Computing PowerUbiquitous Data

Data Science: Turns Devices into Experience

How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015)

Data Science: IQ uses Relationship Intelligence

Drive action with Relationship Intelligence

What to Prioritize

Who to Email

How to close more deals

Automatically collects all your

data to…

Somak RoySenior Analyst

@[email protected]

© 2015 Forrester Research, Inc. Reproduction Prohibited

The Business Application of the Futureeffective, agile, adaptive…beautiful

Five Pillars Of Future Business Applications


The Cloud has Gone Beyond CRM, HCM, and Collaboration


Saas’ Conquest Of The Back Office Has Begun

N=2000+© 2015 Forrester Research, Inc. Reproduction Prohibited

The Conquest Has Reached Indian Shores

N=184

Close to 50% plan to implement SaaS for industry-specific processes

Over 50% plan to implement SaaS for BI/analytics


Expect The Cloud In Many Forms


Functional and Beautiful Softwarenot merely transactional… engaging too


User Training Is Dead, Long Live User Experience


UX Increasingly Has Direct ROI


Flexibility Will Be Built-In


› Non-technical configurability › Extend and customize the application natively

Built-in PaaS › Built-in process modeling › Built-in rules management

Configurability, and Built-in PaaS


Embedded Analyticsintelligence at the point of work

Embedded Analytics Rapidly Becoming an Expectation

› Supplier, employee, and customer analytics broader context behind every record & transaction

› Personalization to enhance productivity › IOT affords additional contextual data, and

therefore greater personalization

Integration be more pre-built, less onerous

Subtitle text

› The integration specialists will do the heavy lifting › Greater focus on the pre-built, less on the custom › The SaaS majors are working on ensuring different

clouds play well together

The Integration Task will Devolve to an Ecosystem

› The business application as much about enabling better operational decisions as record keeping and transactions

› The business application will increasingly be people-centric, not just data-centric

› The application of the future will stem the tendency to do the actual work outside of the software

Closing Thoughts

Derek LaneyHead of Product Marketing

@[email protected]

Customer Experience is The New Battlefield

36%2011

Companies expecting to compete mostly on the basis of customer experience.

89%2016

IoTIoT

Thinking Like a Designer Not being a Designer

Empathy - L’Oreal

CHOOSE A PARTNERPair up with someone near you One of the pair raise their hand

If you raised your hand CLOSE YOUR EYES NOWWe don’t want you to see the next slide !

How did you do ?Questions are the new answers..

Questioning - Mattel

Back in Your PairsCome up with as many ideas as possible

Come up with a new way to exerciseCome up with as many ideas as possible

Come up with a new way to exercise IN A CARCome up with as many ideas as possible

Come up with a new way to exercise using only a car headrest..in your original pairs come up with AS MANY IDEAS as possible

Which question generated the most ideas ?Questions we ask reflect the answers we get

1

2

3

Who can help ?

Deepak PargaonkarDirector Solution Engineering, [email protected]

Disruption pyramid

source: geoffrey moore - diagnosing disruption

Business Model

Operating Model

Infrastructure Model

Business Value Delivery Focus on Disrup-ng inefficient Markets

Business Opera1ons Focus on People Produc-vity

Technical Opera1ons Focus on System Performance

The steps your customers go through when engaging with your companyCustomer journey

Friction:

“Interactions that inhibit people from intuitively and painlessly achieving their goals”

WWW

Our Goal:

“Redesign the customer journey, reduce friction, provide delight and make customers love interacting with us”

Beauty Advisor ReimaginedMakeup Genius is a Beauty Advisor in Your Pocket

Film

Re-imagined customer journey

ShareOnboardAcquire Engage Try & Buy

Push notification

Real time try & buy

Content updateInstall

Discover Collaborate Re-imagine

Methodology for collaborative re-invention

CollaborateDiscover Re-imagine

•organisational collaboration

•cultural alignment

•action not discussion

• friction & pain point focus

Example Persona


WorkshopSubtitle text


Orthodoxy Busters


15#

#3 INSPIRATIONS Inspiration



“We build in order to think” - IDEO

Get Ready for a New Kind of Customer Success

IoTIoT

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