Now That Your Products Can Talk, What Will They Tell You? | A.T. Kearney
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Transcript of Now That Your Products Can Talk, What Will They Tell You? | A.T. Kearney
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Now That Your ProductsCan Talk, What WillThey Tell You?
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The old world of“dumb” products
Doesn’t listen Can’t adapt or learn
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In this world, direct feedbackis the only wayto know whatcustomers want
Social mediaOnline reviews
Unreliable BiasedSlow
Costly
SurveysFocus groupsCustomer feedback
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Products are evolving—and listening
Where am Ibeing used?
How am Ibeing used?
Who is using me?
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Now that productsare listening, here’s what they’retelling you
Product andservice
innovationProcess
innovationProactivecustomer
service
Newcustomer
experiences
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A shift isunder way
From product-centric……to
experience-centric
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Your choicemay be the flavor ofthe future
Example
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Connected tractors sense theenvironment
Example
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Smart productsenhance ourexperience at home andbeyond
Example
Top smart home categories:
Security andcontrol
Energy andlighting
Smart entertainmentand connectivity
Smartappliances
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Cars that listenand respond will get us therehappy and safe
Example
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Example
Even your food may have had a conversationor two on its wayto your plate
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More than a product……a platform
Example
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When asked what theirbusiness appetite forproducts that talk is63% of people saidimportant or extremelyimportant, yet only 5%said it's already part oftheir core capabilities.**Survey results from MIT Sloan Management Review Webinar,Now That Your Products Can Talk, What Will they Tell You?, April 15, 2016
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Ways of thinking and working needto evolve
TodayPricing based on
initial cost…
Design focus onphysical products…
Innovation = new product…
Technology as anafterthought…
The way forward…to lifetime value
…to data-driven productsand experiences
…to adaptive products
…to technologycore to design
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A new kind of teamwill shape the future
Product o�icerDesign innovative
products
Data equity o�icerMonetize data
Experience o�icerDesign innovative
experiences
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For more information about talkingproducts and A.T. Kearney's digitaltransformation practice, visit:www.atkearney.com/digital-transformation