Copyright © 2013 InReality, Inc. All Rights Reserved.Trends of theConnected Consumerhttp://bit.ly/TOTCCAB #ServiceDesign #...
Copyright © 2013 InReality, Inc. All Rights Reserved.200 B.C.
Copyright © 2013 InReality, Inc. All Rights Reserved.The Silk Road
Copyright © 2013 InReality, Inc. All Rights Reserved.The Silk Road
Starting 200 Years Ago
Copyright © 2013 InReality, Inc. All Rights Reserved.40 Years Ago
Copyright © 2013 InReality, Inc. All Rights Reserved.TodayInternational Trade RoutesIndustrial ProductionLogistics Automat...
Copyright © 2013 InReality, Inc. All Rights Reserved.The Connected Consumer and Beyondwww.inreality.com www.gatech.edu
Copyright © 2013 InReality, Inc. All Rights Reserved.Innovation Cycles are Faster than EverCC Max Braun via Flickr
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.1. From Consumer > Customer > User
Copyright © 2013 InReality, Inc. All Rights Reserved.The CX-Based Core Shift in Believe & PrioritiesEngage > Sell > Deligh...
Copyright © 2013 InReality, Inc. All Rights Reserved.From Segmenting to Customer Journey Thinking
Copyright © 2013 InReality, Inc. All Rights Reserved.The CX-Based Core Shift in Believe & Priorities
Copyright © 2013 InReality, Inc. All Rights Reserved.From Transaction (Consumer) to Relationship (User)time >
Copyright © 2013 InReality, Inc. All Rights Reserved.Stories Through the Ages
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.2. Stories: The (Re)New(ed) Currency of Business
Copyright © 2013 InReality, Inc. All Rights Reserved.PUSH PULL Dialog
Copyright © 2013 InReality, Inc. All Rights Reserved.Frequency. Volume.Speed.
Copyright © 2013 InReality, Inc. All Rights Reserved.Title Text and Bar: 50pt, Helvetica UltralightCopyright © 2013 InReal...
© InReality 2013 – www.inreality.comThe “Alone Together” Phenomenon
© InReality 2013 – www.inreality.comThe “Alone Together” Phenomenon
© InReality 2013 – www.inreality.comThe “Alone Together” Phenomenon
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.3. More Connected is Less Connected
Copyright © 2013 InReality, Inc. All Rights Reserved.ExperiencesRealVirtual [competing mix]MeaningfulConnections
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.CalculatorAddress BookCameraVideo CameraGPSAlarm ...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.4. Convergent Devices & Search for the Tangible
Copyright © 2013 InReality, Inc. All Rights Reserved.Techno-NostalgiaCopyright © 2013 InReality, Inc. All Rights Reserved....
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Tradition & Sense of BelongingQuality & CraftValu...
Copyright © 2013 InReality, Inc. All Rights Reserved.In Search for Authentic Digital ExperiencesCopyright © 2013 InReality...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Rich History Streamlined Today
© Florian Vollmer & InReality 2013 – www.inforetail.comCopyright © 2013 InReality, Inc. All Rights Reserved.Spacial Conver...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.5. Convergent Spaces & Interactions
Copyright © 2013 InReality, Inc. All Rights Reserved.Life-size Digital Displays
Copyright © 2013 InReality, Inc. All Rights Reserved.Gestural Interfaces
Copyright © 2013 InReality, Inc. All Rights Reserved.Touch
Copyright © 2013 InReality, Inc. All Rights Reserved.Large-Scale Multi-Touch
Copyright © 2013 InReality, Inc. All Rights Reserved.Bluetooth 4.0
Copyright © 2013 InReality, Inc. All Rights Reserved.Wearable TechnologyCC Max Braun via Flickr
Copyright © 2013 InReality, Inc. All Rights Reserved.Establishing and Emergent TechnologiesQR NFC Smart Watch Wearables1.)...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.6. From "Showrooming" to "Experiencespacing"
© InReality 2013 – www.inreality.com0%10%20%30%40%eMarketer via StatistaUS Channels used for Holiday Shopping2011 2012Via ...
© InReality 2013 – www.inreality.com0B100B200B300B400B2012 2013 2014 2015 2016Forrester Research; Internet Retailer via St...
© InReality 2013 – www.inreality.com$0B$300B$600B$900B$1,200B2011 Q4 2012 Q1 2012 Q2 2012 Q3 2012 Q4Forrester Research; In...
© InReality 2013 – www.inreality.com?
© InReality 2013 – www.inreality.comForecast: mobile influence on U.S. retail store sales 2010-2016, United States; Deloitt...
Copyright © 2013 InReality, Inc. All Rights Reserved.Value: White Knight tactics vs. Black Knight tactics
Copyright © 2013 InReality, Inc. All Rights Reserved.Value: White Knight tactics vs. Black Knight tactics
Copyright © 2013 InReality, Inc. All Rights Reserved.Value: White Knight tactics vs. Black Knight tactics
Copyright © 2013 InReality, Inc. All Rights Reserved.Integrating Functional Responsibilities = Better CXE Commerce Store R...
Copyright © 2013 InReality, Inc. All Rights Reserved.Integrating Functional Responsibilities = Better CXE Commerce Store R...
Copyright © 2013 InReality, Inc. All Rights Reserved.Manage Channels Holistically = Better CX
Copyright © 2013 InReality, Inc. All Rights Reserved.Mobile App ≠ Mobile Capabilities
Copyright © 2013 InReality, Inc. All Rights Reserved.Copyright © 2013 InReality, Inc. All Rights Reserved.Contextual Relev...
© InReality 2013 – www.inreality.comNo Touchpoint
© InReality 2013 – www.inreality.comNavigation
© InReality 2013 – www.inreality.comBrandAudioTouch*No mention of 2 hr free parking
© InReality 2013 – www.inreality.comEvidence
© InReality 2013 – www.inreality.comNavigation
© InReality 2013 – www.inreality.comNavigation
© InReality 2013 – www.inreality.comEmergency
© InReality 2013 – www.inreality.comImprov
© InReality 2013 – www.inreality.comA Number!Map
© InReality 2013 – www.inreality.comMap II
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.7. A Formula for Profound Service Innovation
Copyright © 2013 InReality, Inc. All Rights Reserved.A Service Design Approach to Customer Experience InnovationCustomer J...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Service Design: Customer Journeys
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Spec’s for TouchpointsObjectives for DialogParame...
Copyright © 2011 Info Retail, Inc. All Rights Reserved.The Design of the EnvironmentThe Individual ExperienceValue of Serv...
Copyright © 2011 Info Retail, Inc. All Rights Reserved.The Design of the EnvironmentThe Individual ExperienceValue of Serv...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Direct Bottom Line Benefits of Service Design• Sp...
Copyright © 2011 Info Retail, Inc. All Rights Reserved.Copyright © 2011 Info Retail, Inc. All Rights Reserved.Tempur-Pedic®
Copyright © 2011 Info Retail, Inc. All Rights Reserved.Copyright © 2011 Info Retail, Inc. All Rights Reserved.Tempur-Pedic®
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.8. Environmental Metrics
Copyright © 2013 InReality, Inc. All Rights Reserved.INTERACTION• Usage & Playlist Defining• RealtimeRESPONSE ANALYTICS• V...
Copyright © 2013 InReality, Inc. All Rights Reserved.IPS to change the way we Interact with our Environment
Copyright © 2013 InReality, Inc. All Rights Reserved.Inclusive Metrics based on Value-Add Customer Opt-In
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.B2B2C2C
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.9. From Consuming to Participating
Copyright © 2013 InReality, Inc. All Rights Reserved.Co-Creating
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Authority over InformationBrandsCustomers1990s 20...
Copyright © 2013 InReality, Inc. All Rights Reserved.Customer as Value Generator
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Rethinking Commerce
Copyright © 2013 InReality, Inc. All Rights Reserved.A Paradigm Shift Beyond the Connected ConsumerTraditional Commerce > ...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.CommunicationB2CC2CC2B2CSame-Day Next-DayTracking...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.DevicesManufacturingStationary Mobile WearableVal...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.PlatformsProprietaryAIPSOpenInteroperableDevices ...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Barriersto EntryPlatformsCommunicationProprietary...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Barriersto EntryPlatformsCommunicationProprietary...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Barriersto EntryFluidCommercePlatformsCommunicati...
Copyright © 2011 Info Retail, Inc. All Rights Reserved.Brick &MortarMobile& DataIntegrativeExperiencesNewValue
Copyright © 2011 Info Retail, Inc. All Rights Reserved.Data: Goolge Maps , Imagery (c) Digital Globe, U.S. Geologicla Surv...
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.RelevanceNoiseComplexity Simplicity
Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.# of StakeholdersTactics Strategy“Cool” VisionIso...
Copyright © 2013 InReality, Inc. All Rights Reserved.http://bit.ly/TOTCCAB #ServiceDesign #CX @IRPost @florianvollmerThank...
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Trends of the Connected Consumer

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This presentation goes beyond just the short-term trends but looks at the larger currents in technology. It aims to show how service design can effectively create engaging customer experiences, regardless of what the latest gadget of the day is.
Learn more about Service Design and Customer Experiences at http://www.inreality.com

Published in: Design, Business, News & Politics
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Trends of the Connected Consumer

  1. 1. Copyright © 2013 InReality, Inc. All Rights Reserved.Trends of theConnected Consumerhttp://bit.ly/TOTCCAB #ServiceDesign #CX @IRPost @florianvollmer
  2. 2. Copyright © 2013 InReality, Inc. All Rights Reserved.200 B.C.
  3. 3. Copyright © 2013 InReality, Inc. All Rights Reserved.The Silk Road
  4. 4. Copyright © 2013 InReality, Inc. All Rights Reserved.The Silk Road
  5. 5. Starting 200 Years Ago
  6. 6. Copyright © 2013 InReality, Inc. All Rights Reserved.40 Years Ago
  7. 7. Copyright © 2013 InReality, Inc. All Rights Reserved.TodayInternational Trade RoutesIndustrial ProductionLogistics AutomationConnected Consumertime >
  8. 8. Copyright © 2013 InReality, Inc. All Rights Reserved.The Connected Consumer and Beyondwww.inreality.com www.gatech.edu
  9. 9. Copyright © 2013 InReality, Inc. All Rights Reserved.Innovation Cycles are Faster than EverCC Max Braun via Flickr
  10. 10. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.1. From Consumer > Customer > User
  11. 11. Copyright © 2013 InReality, Inc. All Rights Reserved.The CX-Based Core Shift in Believe & PrioritiesEngage > Sell > DelightEngage > Delight > Sell
  12. 12. Copyright © 2013 InReality, Inc. All Rights Reserved.From Segmenting to Customer Journey Thinking
  13. 13. Copyright © 2013 InReality, Inc. All Rights Reserved.The CX-Based Core Shift in Believe & Priorities
  14. 14. Copyright © 2013 InReality, Inc. All Rights Reserved.From Transaction (Consumer) to Relationship (User)time >
  15. 15. Copyright © 2013 InReality, Inc. All Rights Reserved.Stories Through the Ages
  16. 16. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.2. Stories: The (Re)New(ed) Currency of Business
  17. 17. Copyright © 2013 InReality, Inc. All Rights Reserved.PUSH PULL Dialog
  18. 18. Copyright © 2013 InReality, Inc. All Rights Reserved.Frequency. Volume.Speed.
  19. 19. Copyright © 2013 InReality, Inc. All Rights Reserved.Title Text and Bar: 50pt, Helvetica UltralightCopyright © 2013 InReality, Inc. All Rights Reserved.Success by Integration into Overall Story
  20. 20. © InReality 2013 – www.inreality.comThe “Alone Together” Phenomenon
  21. 21. © InReality 2013 – www.inreality.comThe “Alone Together” Phenomenon
  22. 22. © InReality 2013 – www.inreality.comThe “Alone Together” Phenomenon
  23. 23. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.3. More Connected is Less Connected
  24. 24. Copyright © 2013 InReality, Inc. All Rights Reserved.ExperiencesRealVirtual [competing mix]MeaningfulConnections
  25. 25. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.CalculatorAddress BookCameraVideo CameraGPSAlarm ClockGame ConsoleMusic PlayereBook readerVoice recorderCoupon BookWalletDematerialization}
  26. 26. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.4. Convergent Devices & Search for the Tangible
  27. 27. Copyright © 2013 InReality, Inc. All Rights Reserved.Techno-NostalgiaCopyright © 2013 InReality, Inc. All Rights Reserved.Foto: Fujifilm.com
  28. 28. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Tradition & Sense of BelongingQuality & CraftValue of the Experience
  29. 29. Copyright © 2013 InReality, Inc. All Rights Reserved.In Search for Authentic Digital ExperiencesCopyright © 2013 InReality, Inc. All Rights Reserved.Foto: Fujifilm.com
  30. 30. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Rich History Streamlined Today
  31. 31. © Florian Vollmer & InReality 2013 – www.inforetail.comCopyright © 2013 InReality, Inc. All Rights Reserved.Spacial Convergence
  32. 32. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.5. Convergent Spaces & Interactions
  33. 33. Copyright © 2013 InReality, Inc. All Rights Reserved.Life-size Digital Displays
  34. 34. Copyright © 2013 InReality, Inc. All Rights Reserved.Gestural Interfaces
  35. 35. Copyright © 2013 InReality, Inc. All Rights Reserved.Touch
  36. 36. Copyright © 2013 InReality, Inc. All Rights Reserved.Large-Scale Multi-Touch
  37. 37. Copyright © 2013 InReality, Inc. All Rights Reserved.Bluetooth 4.0
  38. 38. Copyright © 2013 InReality, Inc. All Rights Reserved.Wearable TechnologyCC Max Braun via Flickr
  39. 39. Copyright © 2013 InReality, Inc. All Rights Reserved.Establishing and Emergent TechnologiesQR NFC Smart Watch Wearables1.) Relative Advantage 0.5 0.9 0.9 0.92.) Compatibility 0.5 0.4 1 0.33.) Complexity/Simplicity 0 0.5 0.8 0.54.) Trial-ability 0.75 0.5 0.6 0.85.) Observability  0.75 0.6 0.8 0.66.) Affordability 0.8 0.5 0.5 07.) Seamlessness 0.4 0.8 0.9 0.7Average 0.53 0.60 0.79 0.54[Privacy](Missed Opp)
  40. 40. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.6. From "Showrooming" to "Experiencespacing"
  41. 41. © InReality 2013 – www.inreality.com0%10%20%30%40%eMarketer via StatistaUS Channels used for Holiday Shopping2011 2012Via Mobile Device(2011)/ Smartphoneor Tablet (2012)Via TVVia catalogsIn StoreOn the internet
  42. 42. © InReality 2013 – www.inreality.com0B100B200B300B400B2012 2013 2014 2015 2016Forrester Research; Internet Retailer via StatistaU.S. Smartphone & E-CcommerceSmart Phones Ecommerce
  43. 43. © InReality 2013 – www.inreality.com$0B$300B$600B$900B$1,200B2011 Q4 2012 Q1 2012 Q2 2012 Q3 2012 Q4Forrester Research; Internet Retailer via StatistaU.S. Retail and E-CommerceE-commerce (m) Total (m)
  44. 44. © InReality 2013 – www.inreality.com?
  45. 45. © InReality 2013 – www.inreality.comForecast: mobile influence on U.S. retail store sales 2010-2016, United States; Deloitte; 2013 via StatistaVolume of Purchases influenced by mobile0B175B350B525B700B2012 2016Bio $
  46. 46. Copyright © 2013 InReality, Inc. All Rights Reserved.Value: White Knight tactics vs. Black Knight tactics
  47. 47. Copyright © 2013 InReality, Inc. All Rights Reserved.Value: White Knight tactics vs. Black Knight tactics
  48. 48. Copyright © 2013 InReality, Inc. All Rights Reserved.Value: White Knight tactics vs. Black Knight tactics
  49. 49. Copyright © 2013 InReality, Inc. All Rights Reserved.Integrating Functional Responsibilities = Better CXE Commerce Store RetailMobile
  50. 50. Copyright © 2013 InReality, Inc. All Rights Reserved.Integrating Functional Responsibilities = Better CXE Commerce Store RetailMobile
  51. 51. Copyright © 2013 InReality, Inc. All Rights Reserved.Manage Channels Holistically = Better CX
  52. 52. Copyright © 2013 InReality, Inc. All Rights Reserved.Mobile App ≠ Mobile Capabilities
  53. 53. Copyright © 2013 InReality, Inc. All Rights Reserved.Copyright © 2013 InReality, Inc. All Rights Reserved.Contextual Relevance
  54. 54. © InReality 2013 – www.inreality.comNo Touchpoint
  55. 55. © InReality 2013 – www.inreality.comNavigation
  56. 56. © InReality 2013 – www.inreality.comBrandAudioTouch*No mention of 2 hr free parking
  57. 57. © InReality 2013 – www.inreality.comEvidence
  58. 58. © InReality 2013 – www.inreality.comNavigation
  59. 59. © InReality 2013 – www.inreality.comNavigation
  60. 60. © InReality 2013 – www.inreality.comEmergency
  61. 61. © InReality 2013 – www.inreality.comImprov
  62. 62. © InReality 2013 – www.inreality.comA Number!Map
  63. 63. © InReality 2013 – www.inreality.comMap II
  64. 64. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.7. A Formula for Profound Service Innovation
  65. 65. Copyright © 2013 InReality, Inc. All Rights Reserved.A Service Design Approach to Customer Experience InnovationCustomer Journey > Customer Journey > Customer JourneyDiscover Design Iterate
  66. 66. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Service Design: Customer Journeys
  67. 67. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Spec’s for TouchpointsObjectives for DialogParameters for Support SystemsDesign of a Service EnvironmentService Design: Customer Journeys
  68. 68. Copyright © 2011 Info Retail, Inc. All Rights Reserved.The Design of the EnvironmentThe Individual ExperienceValue of Service Design
  69. 69. Copyright © 2011 Info Retail, Inc. All Rights Reserved.The Design of the EnvironmentThe Individual ExperienceValue of Service Design
  70. 70. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Direct Bottom Line Benefits of Service Design• Spending Allocation• Stakeholder Integration• Risk Management• Brand Building
  71. 71. Copyright © 2011 Info Retail, Inc. All Rights Reserved.Copyright © 2011 Info Retail, Inc. All Rights Reserved.Tempur-Pedic®
  72. 72. Copyright © 2011 Info Retail, Inc. All Rights Reserved.Copyright © 2011 Info Retail, Inc. All Rights Reserved.Tempur-Pedic®
  73. 73. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.8. Environmental Metrics
  74. 74. Copyright © 2013 InReality, Inc. All Rights Reserved.INTERACTION• Usage & Playlist Defining• RealtimeRESPONSE ANALYTICS• Video Start & Stop• Dwell Time Proximity SensorAnalytic Intelligence• Customer Driven Content• Content Driven by Demographic• Content Driven by Smartphone• Content Driven by External Conditions• QR Code Enabled• Layout Design Driven by Data• Augmented Reality Enabled• Social Media Enabled
  75. 75. Copyright © 2013 InReality, Inc. All Rights Reserved.IPS to change the way we Interact with our Environment
  76. 76. Copyright © 2013 InReality, Inc. All Rights Reserved.Inclusive Metrics based on Value-Add Customer Opt-In
  77. 77. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.B2B2C2C
  78. 78. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.9. From Consuming to Participating
  79. 79. Copyright © 2013 InReality, Inc. All Rights Reserved.Co-Creating
  80. 80. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Authority over InformationBrandsCustomers1990s 2000s 2010s
  81. 81. Copyright © 2013 InReality, Inc. All Rights Reserved.Customer as Value Generator
  82. 82. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Rethinking Commerce
  83. 83. Copyright © 2013 InReality, Inc. All Rights Reserved.A Paradigm Shift Beyond the Connected ConsumerTraditional Commerce > E/M Commerce >
  84. 84. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.CommunicationB2CC2CC2B2CSame-Day Next-DayTrackingMobile WearableLogisticsDataValuesMediaBrandunctionNewDifferentMeaningCentralBigCollectedWeb-IntegratedParticipativeSharedQualityOffshoreDigitalExperienceFragmentedMulti-ChannelTraditional
  85. 85. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.DevicesManufacturingStationary Mobile WearableValueValuesManualAuto-FunctionNewDifferentMeaning BQualityOffshoreDigitalLocalExperienceFragmentedMulti-ChannelTraditional
  86. 86. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.PlatformsProprietaryAIPSOpenInteroperableDevices Stationary Mobile WearableNetworkSensorsHandshakeWiredComplexManualAuto-2G4GEmbeddedUbiquitousSpecialized
  87. 87. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Barriersto EntryPlatformsCommunicationProprietaryGPSAssistedIPSB2CC2CC2B2COpenInteroperableNavigationPrivacyStagegateDistributedR&DCrowd-funding DefendedOpt-InOpt-Outmbeddedous
  88. 88. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Barriersto EntryPlatformsCommunicationProprietaryGPSAssistedIPSB2CC2CC2B2CSame-Day Next-DayTrackingOpenInteroperableDevicesManufacturingStationary Mobile WearableNetworkSensorsNavigationLogisticsPrivacyDataHandshakeValueValuesMediaBrandWiredComplexManualAuto-FunctionNewDifferentMeaningCentralBigCollectedWeb-IntegratedParticipativeSharedQualityOffshoreDigitalLocalExperienceFragmentedMulti-ChannelTraditionalStagegateDistributedR&DCrowd-funding2GDefendedOpt-InOpt-Out4GEmbeddedUbiquitousSpecialized
  89. 89. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.Barriersto EntryFluidCommercePlatformsCommunicationProprietaryGPSAssistedIPSB2CC2CC2B2CSame-Day Next-DayTrackingOpenInteroperableDevicesManufacturingStationary Mobile WearableNetworkSensorsNavigationLogisticsPrivacyDataHandshakeValueValuesMediaBrandWiredComplexManualAuto-FunctionNewDifferentMeaningCentralBigCollectedWeb-IntegratedParticipativeSharedQualityOffshoreDigitalLocalExperienceFragmentedMulti-ChannelTraditionalStagegateDistributedR&DCrowd-funding2GDefendedOpt-InOpt-Out4GEmbeddedUbiquitousSpecialized
  90. 90. Copyright © 2011 Info Retail, Inc. All Rights Reserved.Brick &MortarMobile& DataIntegrativeExperiencesNewValue
  91. 91. Copyright © 2011 Info Retail, Inc. All Rights Reserved.Data: Goolge Maps , Imagery (c) Digital Globe, U.S. Geologicla SurveEffortlessAccessibilityIncreasedCompetitionChangingEnvironmentsAdaptingInfrastructure
  92. 92. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.RelevanceNoiseComplexity Simplicity
  93. 93. Copyright © 2013 InReality (An Info Retail Company). All Rights Reserved.# of StakeholdersTactics Strategy“Cool” VisionIsolatedSolutionsShort-TermSolutionsIsolatedSystemsIntegratedActivationSystems
  94. 94. Copyright © 2013 InReality, Inc. All Rights Reserved.http://bit.ly/TOTCCAB #ServiceDesign #CX @IRPost @florianvollmerThank You!florian.vollmer@inreality.com

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