Transcript
Page 1: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks

A Journey to Create Value for this Woman Re-inventing an Industry in Three Parts

Page 2: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks

Cheaper

Customer Service

Better

Customer Experience

More

Customer Engagement

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3 2002

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BRIGHT SHINY THINGS

Technology

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Community

Technology

Technology

Creative Ecosystem

EXPLOSION OF INNOVATION

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ERP

Web

Telecom

ERP

Web

Telecom

Business Data

Customer Connection

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cheaper

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RECOVERING INTIMACY

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FALLING COSTS

Higher Intimacy

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June 29 2007

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Smart Phone

Digital Everything

App Store

Smart Phone

Digital Everything

App Store

Personal Platform

Developer Democracy

Rich Content

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better

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Operational Competence

Competitive Advantage

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FRICTIONLESS AIRPLANES

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BOUNDARY-FREE BANKING

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BRIGHT SHINY THINGS

Technology

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Big Data

Ubiquitous Touch

Cloud

Big Data

Ubiquitous Touch

Cloud

Unlimited Insight

Engage Anywhere

Infinite Toolkit

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Operational Competence

Inventing Value

Competitive Advantage

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more

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COMPETING FOR YOUR HEALTH

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UBIQUITOUS TOUCH

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Doctor

Nutritionist

Running Partner

Health Club

lululemon The Dog

Organic Grocer

Nike| Mechanic | Department Store | Artist | Teacher | Advisor | Golf Pro | Health Club | Doctor | Organic Grocer | The Dog | Running Partner | Nutritionist | lululemon 

INFINITE TOOLKIT

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Continuous intimate engagement

Find a yoga class

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dream BIGGER

dreams

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THE HEDGEHOG IS DEAD Disrupters enter the

market better, cheaper and more customized

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BIG DATA

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Phone – Reservations tonight When? – after sunset Weather – rain Restaurant – lighting report Closet – knows the dress Time arrived home – in a rush Right makeup choice Mirror recognition / guidance Dark table! / Sweat! UPDATE!

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Big.Fast. Devastating

Greatest Economic Disruption of All Time Richard Florida

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Serial Value Innovators

The time for transformation is cut in half and still falling Larry Downes / Paul Nunes

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3 READS FOR CREATIVE MARKET DISRUPTION

Dan McClure [email protected]


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