Capgemini RAIN Session 2:                    „Integrating the analogue and digital world:                    customer focu...
ACTUAL TRENDS & DRIVERS                                              fp-francotyp.comF00.10 - Rev. 3.0
BROADBAND PENETRATION & DATA                      Capgemini RAIN Session POSTEXPO 2012   fp-francotyp.com
NEW COMMUNICATION CHANNELS (P2P)                      Capgemini RAIN Session POSTEXPO 2012   fp-francotyp.com
MOBILE COMMUNICATION                       Capgemini RAIN Session POSTEXPO 2012   fp-francotyp.com
SOCIAL MEDIA               Capgemini RAIN Session POSTEXPO 2012   fp-francotyp.com
EU DATA PROTECTION DIRECTIVE                       Capgemini RAIN Session POSTEXPO 2012   fp-francotyp.com
EU-SERVICE DIRECTIVE                       Capgemini RAIN Session POSTEXPO 2012   fp-francotyp.com
E-GOVERNMENT INITIATIVES                             Capgemini RAIN Session POSTEXPO 2012                           Capgem...
NEO ECOLOGY                Capgemini RAIN Session POSTEXPO 2012              Capgemini RAIN Session POSTEXPO 2012     fp-f...
SILVER SOCIETY                   Capgemini RAIN Session POSTEXPO 2012                 Capgemini RAIN Session POSTEXPO 2012...
DIGITAL CHARACTERS                     Capgemini RAIN Session POSTEXPO 2012                       Capgemini RAIN Session P...
INDIVIDUALIZATION                    Capgemini RAIN Session POSTEXPO 2012                      Capgemini RAIN Session POST...
CUSTOMIZATION                  Capgemini RAIN Session POSTEXPO 2012                Capgemini RAIN Session POSTEXPO 2012   ...
PULL VS PUSH               Capgemini RAIN Session POSTEXPO 2012                 Capgemini RAIN Session POSTEXPO 2012   fp-...
USAGE VS OWNERSHIP                     Capgemini RAIN Session POSTEXPO 2012                       Capgemini RAIN Session P...
Broadband Penetration                                                               EU-Data Protection Directive   New Com...
FUTURE TRENDS?                                     fp-francotyp.comF00.10 - Rev. 3.0
SUBSTITUTION & (E-) INTEGRATION                         Capgemini RAIN Session POSTEXPO 2012                           Cap...
URBANISATION & CONNECTIVITY                       Capgemini RAIN Session POSTEXPO 2012                         Capgemini R...
GLOBALIZATION / NEW WORK                       Capgemini RAIN Session POSTEXPO 2012                         Capgemini RAIN...
FEMALE SHIFT               Capgemini RAIN Session POSTEXPO 2012                 Capgemini RAIN Session POSTEXPO 2012   fp-...
CUSTOMERS                                fp-francotyp.comF00.10 - Rev. 3.0
41%      fp-francotyp.com
41%   20%            fp-francotyp.com
41%   20%   39%            fp-francotyp.com
Digital   Immigrants                              Consumers prefering prefering paper invoices in %**                     ...
WHAT CAN WE LEARN?                                         fp-francotyp.comF00.10 - Rev. 3.0
MESSAGE VOLUME VS DECLINE OF PHYSICAL POST MARKET                    Capgemini RAIN Session POSTEXPO 2012   fp-francotyp.com
MULTICHANNEL COMMUNICATION STRATEGY / SOLUTIONS              Capgemini RAIN Session POSTEXPO 2012 POSTEXPO 2012           ...
CUSTOMIZATION / INDIVIDUALIZATION / CUSTOMER-ORIENTATION / RECIPIENT-DRIVEN 2012                Capgemini RAIN Session POS...
Impact on Communication Market   Change from sender to recipient driven modell    (pull instead of push modell)   Declin...
Postal                                     Customer /                 incumbent                                      sende...
Franking / Inserting                                                   Postal                                             ...
CHANGING BUSINESS MODEL                                              fp-francotyp.comF00.10 - Rev. 3.0
Capgemini RAIN Session POSTEXPO 2012  Capgemini RAIN Session POSTEXPO 2012   fp-francotyp.com
Managing Trust    Capgemini RAIN Session POSTEXPO 2012      Capgemini RAIN Session POSTEXPO 2012   fp-francotyp.com
Transforming the trustaspect into the digital world          Capgemini RAIN Session POSTEXPO 2012   fp-francotyp.com
 Digitalisation                as an opportunity, not as a threat   Transform core business into the digital world  „Man...
INNOVATION AS A CORE ASSET                                                 fp-francotyp.comF00.10 - Rev. 3.0
PAST UNDERSTANDING OF INNOVATION              Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012                  ...
mainly tech drivenPAST UNDERSTANDING OF INNOVATION              Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012...
mainly tech driven    often not market-orientedPAST UNDERSTANDING OF INNOVATION              Capgemini RAIN Session POSTEX...
mainly tech driven    often not market-oriented      neither user-orientedPAST UNDERSTANDING OF INNOVATION              Ca...
mainly tech driven    often not market-oriented      neither user-oriented    often only enhancementsPAST UNDERSTANDING OF...
mainly tech driven    often not market-oriented      neither user-oriented    often only enhancements         mostly in-ho...
NEW UNDERSTANDING OF INNOVATION (I)               Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012              ...
NEW UNDERSTANDING OF INNOVATION (II)               Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012             ...
THE MULTICHANNEL APPROACH                                            fp-francotyp.comF00.10 - Rev. 3.0
Sender                                                                            Recipient                              ...
INTEGRATING THE ANALOGUE AND                    DIGITAL POSTAL WORLD                                             fp-franco...
THE FUTURE WAY OF MAIL COMMUNICATION                    Capgemini RAIN Session POSTEXPO 2012   fp-francotyp.com
 Single access point for all mail communication needs: physical, hybrid        and digital / secure electronic mail      ...
THE FUTUREFURTHER WAY OF MAIL COMMUNICATIONSUMMARYGROWTH OPPORTUNITY             Capgemini RAIN Session POSTEXPO 2012     ...
Banks                      E-Health                        Customer benefits                                 SOHO         ...
SOCIAL MEDIA               Capgemini RAIN Session POSTEXPO 2012                 Capgemini RAIN Session POSTEXPO 2012   fp-...
Oliver Kempkens                                          Dr. Monika Plum  Head of Innovation & eBusiness                  ...
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PostExpo: Integrating the Analogue and Digital World: Customer-oriented Innovation

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The Postal Market has to adapt to the future. Though the physical mail market is shrinking, the amount of messages (communication) is increasing.IM, emails etc are serving the customers' needs, so that the traditional postal service providers are challenged to rethink their value set to create the next competetive advantage....

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PostExpo: Integrating the Analogue and Digital World: Customer-oriented Innovation

  1. 1. Capgemini RAIN Session 2: „Integrating the analogue and digital world: customer focused innovation” Oliver Kempkens & Monika Plum FRANCOTYP-POSTALIA fp-francotyp.comF00.10 - Rev. 3.0
  2. 2. ACTUAL TRENDS & DRIVERS fp-francotyp.comF00.10 - Rev. 3.0
  3. 3. BROADBAND PENETRATION & DATA Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  4. 4. NEW COMMUNICATION CHANNELS (P2P) Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  5. 5. MOBILE COMMUNICATION Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  6. 6. SOCIAL MEDIA Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  7. 7. EU DATA PROTECTION DIRECTIVE Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  8. 8. EU-SERVICE DIRECTIVE Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  9. 9. E-GOVERNMENT INITIATIVES Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  10. 10. NEO ECOLOGY Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  11. 11. SILVER SOCIETY Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  12. 12. DIGITAL CHARACTERS Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  13. 13. INDIVIDUALIZATION Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  14. 14. CUSTOMIZATION Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  15. 15. PULL VS PUSH Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  16. 16. USAGE VS OWNERSHIP Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  17. 17. Broadband Penetration EU-Data Protection Directive New Communication Channels EU-Service Directive Mobile Communication E-Government initiatives (e.g. De-Mail Law Germany) Social Media Green Initiatives Individualisation Ageing Pull instead of push „Digital Characters“ „Usage“ instead of „Ownership“OVERVIEW Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  18. 18. FUTURE TRENDS? fp-francotyp.comF00.10 - Rev. 3.0
  19. 19. SUBSTITUTION & (E-) INTEGRATION Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  20. 20. URBANISATION & CONNECTIVITY Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  21. 21. GLOBALIZATION / NEW WORK Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  22. 22. FEMALE SHIFT Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  23. 23. CUSTOMERS fp-francotyp.comF00.10 - Rev. 3.0
  24. 24. 41% fp-francotyp.com
  25. 25. 41% 20% fp-francotyp.com
  26. 26. 41% 20% 39% fp-francotyp.com
  27. 27. Digital Immigrants Consumers prefering prefering paper invoices in %** Percentage of consumers paper invoices 20% Digital Germany 78 Outsiders 39% Austria 75 UK 73 Switzerland 71 US 66 Digital 0 20 40 60 80 Natives 41% Sources: DIVSI Milieu Studie 2012 Austria Post/IFES 2011; VDBF 2010; EMSA UK 2011; Swiss Post 2011; EMA US 2010SUMMARY Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  28. 28. WHAT CAN WE LEARN? fp-francotyp.comF00.10 - Rev. 3.0
  29. 29. MESSAGE VOLUME VS DECLINE OF PHYSICAL POST MARKET Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  30. 30. MULTICHANNEL COMMUNICATION STRATEGY / SOLUTIONS Capgemini RAIN Session POSTEXPO 2012 POSTEXPO 2012 Capgemini RAIN Session fp-francotyp.com
  31. 31. CUSTOMIZATION / INDIVIDUALIZATION / CUSTOMER-ORIENTATION / RECIPIENT-DRIVEN 2012 Capgemini RAIN Session POSTEXPO fp-francotyp.com
  32. 32. Impact on Communication Market  Change from sender to recipient driven modell (pull instead of push modell)  Decline of physical mail  Individualisation - customisation  No single communciation strategy  Need for multi-channel solutions Sources: DIVSI Milieu Studie 2012 Austria Post/IFES 2011; VDBF 2010; EMSA UK 2011; Swiss Post 2011; EMA US 2010SUMMARY Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  33. 33. Postal Customer / incumbent sender Neopost Pitney Bowes Frama TelefrankCHANGES IN THE COMPETETIVE ENVIRONMENT Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  34. 34. Franking / Inserting Postal Customer / Beta Systems incumbent WebStamp (CH Post) Online Postage Software sender BTA Digital Works Opex Earth Class Mail (Neopost) SmartStamp (Royal Mail) Wincor Inbound mail IBML Consolidation / Sorting zazzle StampIt (DPAG) Nixdorf Innosource Eastman Kodak Elsag Datamat PostMatic Ernst Reiner GmbH Kofax TrackMyMail QuickSort Click-n-ship (USPS) Duplo Kern freesort Outbound mail BuhrSoftware/Services Satori Software Endicia.com s Inscerco Grützmacher BriefGenio Hefter Cendris Stralfors Presort DuoShare Stamps.com Gunther Böwe Bell & Howell PostCon (TNT) Data-Pac DocumentCodX Software Franking Hasler Océ Harte-Hanks Pegasus Gruppe ManagementPrint And More iab Printer manufacturer Neopost Neopost Dym Bixolon Ricoh Seiko Epson Inserting Asmarc Hybrid Mail RR Donnelley Esker Pitney Bowes Pitney Bowes Frama o Rena Systems Xerox Canon HP Integram Expedited Printsoft Frama Telefrank Astro Samsung Lexmark eCopy Telefrank Videojet Tech. Zebra Brother OKI iq letternet Business Process Automatic Data Nirva Systems Tech. PolyIC Accu-Sort Systems PrintCom Outsourcing Processing Technologies QM (DPAG) 3M Solystic Technology Captaris ReadSoft Royal Mail IBM CodX DHL UPS Softwar foxray Cendris Deutsche Post TNT Emtex e ecom USPS La Poste FedEx Niit Smart Serve DDD Service Point Solutions Adobe Microsoft PIN Group Software Pitney Bowes IBC omtool Deutsche Post Com Solutions Mentana Claimsoft SAP DST Systems DATEV AuthentiDate D-Trust Carriers Oracle Ikon Office Solutions De-Mail / Regify Trustweaver TC Trustcenter Deutsche Telekom secure e-mail Diebold Totemo United Internet Deutsche Post Software for GNU Privacy Guard PGP Corporation document creation T-Systems PayPal (eBay) Sage Software Electronic Signature / TimestampsMULTIDIMENSIONAL POSTAL WORLD Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  35. 35. CHANGING BUSINESS MODEL fp-francotyp.comF00.10 - Rev. 3.0
  36. 36. Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  37. 37. Managing Trust Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  38. 38. Transforming the trustaspect into the digital world Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  39. 39.  Digitalisation as an opportunity, not as a threat  Transform core business into the digital world „Managing Trust“ is key asset of postal players  Protecting privacy in the digital world  Secure communication channels – physical, hybrid, digital  E-identification services  Secure payment options  Developing multichannel-platformsSUMMARY Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  40. 40. INNOVATION AS A CORE ASSET fp-francotyp.comF00.10 - Rev. 3.0
  41. 41. PAST UNDERSTANDING OF INNOVATION Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012 Capgemini RAIN fp-francotyp.com
  42. 42. mainly tech drivenPAST UNDERSTANDING OF INNOVATION Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012 Capgemini RAIN fp-francotyp.com
  43. 43. mainly tech driven often not market-orientedPAST UNDERSTANDING OF INNOVATION Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012 Capgemini RAIN fp-francotyp.com
  44. 44. mainly tech driven often not market-oriented neither user-orientedPAST UNDERSTANDING OF INNOVATION Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012 Capgemini RAIN fp-francotyp.com
  45. 45. mainly tech driven often not market-oriented neither user-oriented often only enhancementsPAST UNDERSTANDING OF INNOVATION Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012 Capgemini RAIN fp-francotyp.com
  46. 46. mainly tech driven often not market-oriented neither user-oriented often only enhancements mostly in-housePAST UNDERSTANDING OF INNOVATION Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012 Capgemini RAIN fp-francotyp.com
  47. 47. NEW UNDERSTANDING OF INNOVATION (I) Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012 Capgemini RAIN fp-francotyp.com
  48. 48. NEW UNDERSTANDING OF INNOVATION (II) Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012 Capgemini RAIN fp-francotyp.com
  49. 49. THE MULTICHANNEL APPROACH fp-francotyp.comF00.10 - Rev. 3.0
  50. 50. Sender Recipient  Consolidation Physical Delivery Service  Public authority Public authority PostBase  Computer Hybrid Delivery Service Company Company Consolidation   Citizen Citizen Fully ElectronicMAIL COMMUNICATION 2.0 50 Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  51. 51. INTEGRATING THE ANALOGUE AND DIGITAL POSTAL WORLD fp-francotyp.comF00.10 - Rev. 3.0
  52. 52. THE FUTURE WAY OF MAIL COMMUNICATION Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  53. 53.  Single access point for all mail communication needs: physical, hybrid and digital / secure electronic mail  FP Portal allows customers to individually manage their mail communication tailored to their needs  Multi-channel option keeps mail comunication revenues in the postal stream instead of divertign it totally to the digital worldFP POSTBASESUMMARY 53 Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  54. 54. THE FUTUREFURTHER WAY OF MAIL COMMUNICATIONSUMMARYGROWTH OPPORTUNITY Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  55. 55. Banks E-Health Customer benefits SOHO Insurance  Cost savings up to 80% per letter  Communication process without media disruption SME Consumers  Workflow integration Industry E-Justice  Higher convenience Public Authorities De-Mail market expectations in bn. 5,5 bn items items ~ 1,8 bn. € Strategy: The Future Digital Letter 5  Sales acitivities have been started 4 3  Main focus on Small- and Mid Cap Companies and Public Authorities 2  Further approach: Cooperations 1 550 Mill items ~ 180 Mill. €DE-MAIL FACT SHEET 55 Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  56. 56. SOCIAL MEDIA Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
  57. 57. Oliver Kempkens Dr. Monika Plum Head of Innovation & eBusiness Head of Business Development & Public Affairs Tel: +49 3303 525 326 Tel: +49 3303 525 973 E-mail: o.kempkens@francotyp.com E-mail: m.plum@francotyp.com Francotyp-Postalia www.fp-francotyp.com Address: Triftweg 21-26 16547 Birkenwerder GermanyCONTACT Capgemini RAIN Session POSTEXPO 2012 Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com
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