Disrupting Digital Business: The Customer Experience Imperative: 9 Key Slides from Ray Wang
Transcript of Disrupting Digital Business: The Customer Experience Imperative: 9 Key Slides from Ray Wang
9 KEY SLIDESFROM
Disrupting Digital Business The Customer Experience Imperative
—Ray Wang, Disrupting Digital Business
Line o
f bu
siness-d
riven
Tech
nolo
gy-d
riven
Physical
Virtual
Machine
Contextual
Structured
Semi-structuredUnstructured
Performance
Deduction
Inference
Prediction
Physical
Virtual
Machine
Contextual
USE BIG DATA CONTEXTTO IMPROVE ANALYTICAL INSIGHT TO MAKE BETTER DECISIONS
Move from gut- to data-driven decisions
Co-create and co-innovate with new partners
Design new experiences and outcomes
Develop a culture of digital DNA
Apply new business models and technologies to existing infrastructure
12
34
5
D I G I TA L N A T I V E S
Comfortable in engaging all digital channels.
D I G I TA L I M M I G R A N T S
Crossed the chasm into the digital world.
Forced into engagement with digital channels.
D I G I TA L V O Y E U R S
Recognize the shift to digital but not ready to be active
yet.
D I G I TA LH O L D O U T S
Resisting the shift to digital, ignoring the impact.
D I G I TA L LY D I S E N G A G E D
Understand digital but avoiding engagement on purpose, often for privacy
reasons.
Separated not by age, but by comfort and experience
DIGITALCREATES
winner takes a l l markets
Digital leaders Everyone else
MARKET SHARE
69.8%
30.2% Digital leaders Everyone else
PROFITS
77.1%
22.9%
DIGITALCREATES
a new s ta te o f cus tomer exper ience
Need for contextual intelligence as customers move from channel or device
Deficiency of real-time, right-time, in-journey customer data
Lack of in-journey, actionable customer intelligence
Rising customer frustration; lack of brand loyalty which means lower revenue
SOCIALCREATES
new verbs and exper iences
I’m going toeat a donut.
Watch me eat,over and over.
Hire me toeat donuts.
Watch me eatdonuts live, in HD!
Look atmy donut!
I atea donut!
…
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Disrupting Digital Business The Customer Experience Imperative