Post on 18-Apr-2018
Grab ‘n Go: Session 3Find Holger Digital transformation med kundeni centrum 16. November #deloittegng
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5
Airbnb– the world’s largest accommodation
provider, owns no real estate
Alibaba– the world’s most valuable
retailer, has no inventory
Wikipedia – the world’s largest
encyclopedia, produces no content
Deloitte Digital Copyright © 2015 Deloitte Digital LLC. All rights reserved.
6
Uber – the world’s largest taxi
company, owns no vehicles
Alibaba– the world’s most valuable
retailer, has no inventory
Deloitte Digital Copyright © 2015 Deloitte Digital LLC. All rights reserved.
7
84%The first 3D-
printed
car is in
production
Believes that car sharing will be dominant compared to individual car
ownership
“47 percent of total employment is “at risk” from
computerization over the next decade or two”
Study from Oxford University
89%
1 billion sensor connected to the internet
At least one country
in the world will
introduce
blockchainfor tax collection
73%
% of experts and CEO expects the statement to be reality inn 2025
2 25
67%
Deloitte Digital Copyright © 2015 Deloitte Digital LLC. All rights reserved.
WHAT IS THE VALUE OF BLOCKCHAIN?
Deloitte Digital Copyright © 2015 Deloitte Digital LLC. All rights reserved.
WHAT IS THE BLOCKCHAIN?
Deloitte Digital Copyright © 2016 Deloitte Digital LLC. All rights reserved.
10
Sixty percent of CEOs believe that the emergence of smart machines capable
of absorbing millions of middle-class jobs within 15 years is a "futurist
fantasy”. However, Gartner predicts that smart machines will have
widespread and deep business impact within only seven years through 2020.
Gartner, 2013
“47 percent of total employment
is “at risk” from computerization
over the next decade or two”
Study from Oxford University
“By 2029 robots will have
reached human levels of
intelligence”
Ray Kurzweil, Director of
engineering at Google
“By 2030, 90 percent of jobs as we
know them today will be replaced
by smart machines”
Gartner
http://Test your job risk
12
Quick to act
Exploratory
Data-driven
Distributed
Live to work
Collaborative
Slow to act
Risk adverse
Instinctive
Hierarchical
Work to live
Independent
Agility
Risk
Decision-
making
Leader
structure
Passion
for work
Work style
Digital mature organisations
Digital developing organisations
Digital immature organisations
1 5
1.Hire contractors/consultants2.Don`t know 3.External relationships 4.Develop employees
1.Develop employees2.External relationships 3.Hire contractors/consultants 4.Recruit digital employees
1.Develop employees2.Recruit digital employees3.External relationships 4.Recruit digital leaders
Dig
ital
imm
atu
re
Dig
ital
develo
pin
g
Dig
ital
matu
re
Cultural mindset maturity Accelerating innovation priorities
Agenda
13
Why digital
customer centric
transformation?
How to work
with centricity &
innovation
Exemplification
and organization
Observation #1: Create value
Over time, most companies get better and better
at things that people want less and less.
Observation #2: Remove friction
If you do not make life easier for your
customers, someone else will
Observation #3: Jobs-to-be-done
Don’t sell products and services to customers,
but rather try to help people address their
“jobs-to-be-done”
Observation #4: Don’t underestimate
your customers…..
Customers can be many things; stupid, irrational,
demanding, self-centered – but you need them…
Agenda
19
Why digital
customer centric
transformation?
How to work
with centricity &
innovation
Exemplification
and organization
Customer centric approach
Winning Aspiration, Business Vision
Where to Play, How to Win?
Customer baseline – do we understand our
customers
Customer behavior & motivation
How do we play to Win?
Iterate
Iterate
Design thinking
Creative & UX
Loosely connecting to legacy
Iterate. Test. Measure. Learn
Pretotype
How to design
frictionless, attractive,
and contextual?
Agile, DevOps, Right speed
Prepare; Plan & Architect
Pilot; Sprint and Close
Scale; Deliver & Deploy
Iterate. Test. Measure. Learn.
Pilot
Scale
Focus on user & business adoption
Measure, evaluate and communicate value
How do we engage early, test
often, and deploy fast?
How & what
to sustain?
Strategy Innovation Design Deliver and Run(Customer value ) (Research & Ideation) (Imagine & Prototype) (Build, Test, Deploy)
Iterate
Build and qualify portfolio of digital use cases
- Value propositions and differentiation
- Ecosystems and collaboration models
- Customer experiences and engagement
- Operating models and organizational impacts
Where will we innovate?
What is our
innovation ambition?
Connect innovation into the strategy mix
Build “innovation factory” and capabilities
Prototype
1. They conceive of themselves not as a group of products, services, territories, or functions, but as a portfolio of customers.
2. They know how much money they make or lose with each of their customers or customer segments, and they understand why.
3. They understand the different needs of different customers and group them into operational
customer segments and sub-segments based on common needs. They thrill their customers by delivering knockout value propositions that competitors cannot match.
4. They continually innovate by evolving their customer segments and sub-segments, and improve their value propositions as customer needs change.
5. They organize their businesses into customer segment business units to establish clear ownership of the customer experience and accountability for the financial performance of each customer business unit.
6. They create a competitively unassailable customer innovation advantage based on a customer R&D model grounded in continual experimentation at key customer touch points.
7. They understand in precise analytic terms exactly how their different customer relationships contribute to or subtract from the total value of the firm; because they manage their customer portfolio on this basis, they know what to manage and where to invest in order to create sustainable, profitable growth and drive outstanding share price performance over time.
The Seven Characteristics of Customer-Centric Companies
27
Understanding the behavior and needs is the key
EXPOSURE INQUIRY EXPLORATION STABILIZATION MATURITY ATTRITION
Life Events
App Usage
Social Influence
Call/Text
Usage
Billing Behavior
Demographics
Data Usage
Volatility
Caller NetworkOffer History
Complaint History
Client website
Clickstream
Social Attributes
The customers’ data DNA
360 view of customer behavior
Agenda
28
Why digital
customer centric
transformation?
How to work
with centricity &
innovation
Exemplification
and organization
36
36
Bl ckachuStoring warranties and insurance on the blockchain
A centralized solution to managing receipts, insurance and warranties It all began as a response to three issues combined: the frustration and issues of dealing with receipts
and warranties, the lack of a secure way of storing these, and a tendency of people becoming tired of
installing new apps and only wanting to have the apps they truly need.
Registering
• Receipt of purchased product contains QR-code
• Customer shares a photo of the QR-code to Blockachu
chatbot on mainstream chatting app such as
Messenger
• Blockachu registers the QR-code and assigns the
warranty or insurance related to the product to the
customer
Managing insurance
• Customer logs into a platform
• One platform for all warranties and insurances
• Customer can pay insurance fees
• Customer can transfer insurance to new owner upon
sales of product
Deloitte Digital Copyright © 2016 Deloitte Digital LLC. All rights reserved.
A global consumer bank wanted to add facial recognition technology to their exiting mobile application
Scope Deloitte worked with one of our crowdsourcing partners to create a Proof of Concept for
mobile app users to log into an application using facial recognition technology.
The project included:
• Wireframing the user flow
• Creating front-end UI design mockups
• Sourcing, modifying, and integrating open source facial recognition
algorithms
• Coding & delivering a functioning POC for testing and integration
with an exiting mobile app
Case Study
CROWD
PROCESS
METRICS
127REGISTRANTS
23 COUNTRIES
4COMPETITIONS
8TOTAL WINNERS
42SUBMISSIONS
8WEEKS
$21k DEVELOPMENT COSTS
TECHNOLOGY & DATA SCIENCE
39
Linking the customer & digital transformation together
10
Typ
es
of In
no
va
tion
Co
nfig
ura
tion
Offe
ring
Ex
pe
rien
ce
Customer Segment
Value
segment
Gen Y Write offKey
targets C
us
tom
er
life
sit
ua
tio
n
Work
Family
Where to live
Marriage
Health Execute Investigate Understand InvestigateUnderstand
The digital radar
Cooperation and
crowdsourcing Do it yourself M&A
Organization
40
http://www.ted.com/talks/don_tapscott_how_the_blockchain_is_changing_money_and_business
Links to Blockchain TedTalks
http://www.ted.com/watch/ted-institute/ted-bcg/mike-schwartz-the-potential-of-blockchain