November 2013

ALGIM Conference
!

Jennie Vickers

zeopard.com
INTELLECTUAL INFLUENCE
- The Art & The Science

Zeopard.com

@jennievickers
YOUR INTERNAL CUSTOMERS?

TITLE TEXT

Video Link: http://www.youtube.com/watch?v=FSIkjNaICsg

Jennie Vickers
Zeopard Think...
Welcome to the COMSHARE contracts prevention office...

Zeopard.com

@jennievickers
“The real true source of power, in any company today is ideas...

Zeopard.com

@jennievickers
...the rest is housekeeping” - Marsh Fisher, founder of Century 21

Zeopard.com

@jennievickers
“Curious how often you humans manage to obtain that which you 

do not want.” - Spock in the Errand of Mercy

Zeopard.com
...
THE CHALLENGES OF SERVICE DELIVERY

Cost centre or value creators? 

What do we want to be known for?

Zeopard.com

@jenni...
WE’RE ALL LOOKING TO INFLUENCE SOMEONE-WHO IS IN THE ROOM?
•Managers!
•Individuals!
•Aspirational Managers!
•CEO’s!
•CIO’s...
Who are you trying to influence?

Zeopard.com

@jennievickers
THE WORLD HAS SHIFTED

Zeopard.com

@jennievickers
FUTURE OF COMPUTING
!
!

1. Search was king of the last era!

!
!

!

!

- as of Sept 2012 overall 

search volume on web ...
FUTURE OF COMPUTING
!
!
!

2. Experience will begin to 

replace Apps!
- customers simply want 

a great experience!
- des...
THIS IS WHAT CEO’S ARE THINKING ABOUT

Zeopard.com

@jennievickers
WHAT ARE PUBLIC SERVICE CEO’S NOW LOOKING AT DELIVERING?
Better Public Services Advisory 

Group Report November 2011

“Ca...
HOW MANY PUBLIC SERVICE IT STAFF ARE ACTIVE THEMSELVES ON SOCIAL
MEDIA?
If you are not using these social
tools how can yo...
THIS IS WHAT CIO’S ARE THINKING ABOUT
!
!
Pressure on CIOs!
Chris Murphy of Information Week says:!

!
“Make IT measurably...
FOCUS ON THOUGHT LEADERSHIP

•
•

Thought leaders are individuals or
organisations that are recognised by
peers, customers...
“Thought leadership centres on
earning trust and credibility.
Thought leaders get noticed by
offering something different—...
FOCUS ON WISDOM
Mark Strom’s book coming in Feb 2014

Zeopard.com

@jennievickers
Zeopard.com

@jennievickers
TITLE TEXT
INTRODUCTION
Jennie Vickers
Zeopard Think

Zeopard.com

Zeopard.com

@jennievickers
TITLE TEXT
INTRODUCTION
Jennie Vickers
Zeopard Think

Zeopard.com

Zeopard.com

@jennievickers
TITLE TEXT
INTRODUCTION
Jennie Vickers
Zeopard Think

Zeopard.com

Zeopard.com

@jennievickers
10 HOT STRATEGIC TECH TRENDS 2014
1. Mobile Device 

Diversity and 

Management!

!

2. Mobile Apps and 

Applications!

!...
10 HOT STRATEGIC TECH TRENDS 2014
6. The Era of 

Personal Cloud!

!

7. Software Defined 

Anything!

!

8. Web-Scale IT!
...
10 KEY THEMES FROM ORACLE OPENWORLD 2013
!
1.! By 2016, half of the world’s big data will be
stored in the cloud. – Oracle...
10 KEY THEMES FROM ORACLE OPENWORLD 2013
!

5.! 49% of executives believe that customers will
switch brands due to a poor ...
10 KEY THEMES FROM ORACLE OPENWORLD 2013
!
8.! Twenty percent (20%) of revenue lost in
businesses is due to bad customer
e...
MY DAD

Zeopard.com

@jennievickers
LAWYERS

Zeopard.com

DOCTORS

@jennievickers
Left Brain VS Right Brain

Zeopard.com

@jennievickers
CX

Zeopard.com

@jennievickers
Fishing and talking!

Zeopard.com

@jennievickers
Buzan Brain FRIENDLY LEARNING

Zeopard.com

@jennievickers
Utility Sector: Trees and Lines

Zeopard.com

@jennievickers
CCO Director for Rodney and CCO Governance Advisor

Zeopard.com

@jennievickers
zeopard
Zeopard.com

@jennievickers
Zeopard.com

@jennievickers
Legal AND COMPLIANCE, HR AND IT departments…

…We are not the sexy TEAMS

Zeopard.com

@jennievickers
“The significant problems we have
cannot be solved at the same level of
thinking with which we created them.”
!

Albert Ein...
Cost Centre - Not profit centre - EASIER TO OUTSOURCE

Zeopard.com

@jennievickers
Are your colleagues going around you?

Zeopard.com

@jennievickers
INTROVERTS VS EXTROVERTS

Zeopard.com

@jennievickers
THE GOOD NEWS IS THAT Being an introvert is now COOL

Zeopard.com

@jennievickers
QUIET- THE POWER OF INTROVERTS IN A WORLD THAT CAN’T STOP TALKING

Zeopard.com

@jennievickers
LOTS OF BOOKS TO HELP INTROVERTS - MY FAVOURITE:

Zeopard.com

@jennievickers
PAUL’S SUGGESTION FOR A BOOK TO HELP EXTROVERTS 

BECOME MORE LIKE INTROVERTS:

Zeopard.com

@jennievickers
Speaking different languages

Zeopard.com

@jennievickers
Are you inflicting your language on your customers?

! tickets are for buses and trains and even the movies

Zeopard.com

@...
STAKEHOLDER EXPECTATIONS
!
•
!

Customer Experience in 

a Consumer world!

• Frustration with service 


!

indifference!...
WHAT IS CAUSING THE ATTENTION ON CX?

What is Customer Experience?

•

What is CX?!

•

What is involved with CX

Zeopard....
WHAT IS CX?

Zeopard.com

@jennievickers
CUSTOMER EXPERIENCE - DEFINITION

“CX is how your customers
perceive their interactions
with your company”
!
!
- Forrester...
CUSTOMER EXPERIENCE DEFINITION

From the Beyond Philosophy Group adapted for internal customers
“An internal customer expe...
WHY SHOULD YOU CARE ABOUT CUSTOMER EXPERIENCE?

t

f

e
Pr

no

st
r

Fir

v
r

t
Gover
t
Internal service
Pr

Pr

© Zeopa...
WHY YOU SHOULD CARE ABOUT
CUSTOMER EXPERIENCE
•

Commoditisation has stripped
away existing sources of
differentiation - C...
DIGITAL EXPERIENCE
!
!
!
Latest research goes further and says:

!
One of the last remaining areas of
differentiation is t...
PERCEPTION IN ACTION AT A SUCCESSFUL CX BUSINESS...

Zeopard.com

@jennievickers
THE EXPERIENCE ECONOMY - THIS IS NOT A NEW FAD
“Economists have typically lumped
experiences in with services, but
experie...
FALLING SHORT ON DELIVERING THE
EXPERIENCES CUSTOMERS WANT
!
• Slow adoption rate of customer expected
capabilities !

• S...
THE EXPERIENCE ECONOMY
“As services, like goods before them,
increasingly become commoditized—think of
long-distance telep...
THE AGE OF THE CUSTOMER
Age of the customer
Empowered buyers
demand a customer focus

-?

0
201
Age of distribution
Global...
How annoying ARE YOUR HR department & legal/compliance team?

Zeopard.com

@jennievickers
Do your IT contracts reflect the work you do and how you do it? 

Can you find clauses in contracts fast?

Zeopard.com

@jen...
Have they spent time understanding what you do and how you do it?

Zeopard.com

@jennievickers
HR CHALLENGES
Only 15% of HR’s time is spent on strategic activities, 

while 71% is still spent on service delivery, reco...
“It has been a source of frustration for many years that my HR team
has been preoccupied with administration and process a...
“In The Lawyer Bubble: A
Profession in Crisis, Steven J.
Harper argues that legal jobs are
disappearing not because of 

s...
Be everything your colleagues are not

Zeopard.com

@jennievickers
“Business today is conducted in the language of numbers. Every business unit
in a company is expected to make and depend o...
YOU HAVE THE SKILLS TO HELP INTERNAL CUSTOMERS
LOOKING FOR VISION

Video Link: http://www.youtube.com/watch?v=ziOG_GHNVq0
...
“Software engineers are the most creative people 

I know, but are too rarely perceived as such”
- Shona Grundy CEO

Zeopa...
Making the shift from IT administrator to IT strategic advisor 

- it is your choice
Worth remembering that no-one outsour...
“The bureaucratic mentality is the only constant in 

the universe” - Dr McCoy, Star Trek

Zeopard.com

@jennievickers
!
"IT departments which are disconnected from their internal
customers are increasingly going to find that software as a s...
More important
Wisdom

Knowledge

Benefit to Humanity

Information
Data

Zeopard.com

Less important

@jennievickers
Data
Raw material processed information. 

Volumes of data help identify trends and patterns

Zeopard.com

@jennievickers
Information
Patterns and trends and other sources of

information together = knowledge

Zeopard.com

@jennievickers
Wisdom

Knowledge
Info ofInformation
which someone

is aware
Data

Zeopard.com

@jennievickers
Wisdom
Born from knowledge

plus experience

Zeopard.com

@jennievickers
More important
Wisdom

Knowledge

Benefit to Humanity and your
Internal Customers

Information
Data

Zeopard.com

Less impo...
DISTINGUISHING WHO WE ARE VS HOW WE THINK

vst

Zeopard.com

@jennievickers
CONVICTIONS

Zeopard.com

VS

CONVINCING

@jennievickers
Influence is not about persuasion

Zeopard.com

@jennievickers
“Influence happens when you step up with 

Transporter Thinking - Jennie Vickers, inspired by Star Trek

Zeopard.com

@jenn...
4. CONTENT

7. ENGAGEMENT

2. CONTEXT

5. IMPACT

8. PLATFORM

3. ENQUIRY

6. VALUE

9. CONVERSATION

1. INSIGHT
Insight

...
AUDIENCE
1. INSIGHT
Insight

2. CONTEXT

AUDIENCE
Text

3. ENQUIRY

Zeopard.com

@jennievickers
PRODUCT
4. CONTENT

5. IMPACT

PRODUCT
6. VALUE

Zeopard.com

@jennievickers
DELIVERY
7. ENGAGEMENT

8. PLATFORM

DELIVERY
9. CONVERSATION

Zeopard.com

@jennievickers
AUDIENCE
1. INSIGHT
Insight

2. CONTEXT

AUDIENCE

Text
3. ENQUIRY

Zeopard.com

@jennievickers
1. INSIGHT
Insight

Zeopard.com

@jennievickers
2. CONTEXT

Zeopard.com

@jennievickers
3. ENQUIRY

Zeopard.com

@jennievickers
PRODUCT
4. CONTENT

5. IMPACT

PRODUCT
6. VALUE

Zeopard.com

@jennievickers
4. CONTENT

Zeopard.com

@jennievickers
5. IMPACT

Zeopard.com

@jennievickers
6. VALUE

Zeopard.com

@jennievickers
DELIVERY
7. ENGAGEMENT

8. PLATFORM

DELIVERY
9. CONVERSATION

Zeopard.com

@jennievickers
7. ENGAGEMENT

Zeopard.com

@jennievickers
8. PLATFORM

Zeopard.com

@jennievickers
9. CONVERSATION

Zeopard.com

@jennievickers
4. CONTENT

7. ENGAGEMENT

2. CONTEXT

5. IMPACT

8. PLATFORM

3. ENQUIRY

6. VALUE

9. CONVERSATION

1. INSIGHT
Insight

...
UNPACKING A FEW SKILLS

Zeopard.com

@jennievickers
1. INSIGHT
Insight

How to increase your influence
by seeing into and 

“getting” other people

Zeopard.com

Zeopard.com

@...
Myers Briggs

MMPI

NEO
Zeopard.com

@jennievickers
Zeopard.com

@jennievickers
ARE WE MISSING OPPORTUNITIES WITH
OUR TEAMS?
How we THINK impacts 

How we LEARN!

!

How we THINK and LEARN impact
How we...
LEFT BRAIN

RIGHT BRAIN

!
uses logic!
detail oriented!
facts rule!
words and language!
order/pattern perception!
reality ...
CUSTOMER JOURNEY MAPPING

Zeopard.com

@jennievickers
Zeopard.com

@jennievickers
Zeopard.com

@jennievickers
CUSTOMER JOURNEY MAPPING SESSION SPONSORED BY ORACLE NZ

Zeopard.com

@jennievickers
2. CONTEXT

How to understand the context
of your work for you and your
customer and future proof 

your ideas.

Zeopard.c...
The exercise of leadership is
contextual. Always.

Zeopard.com

@jennievickers
Zeopard.com

@jennievickers
“All it takes is a slight shift of perspective to bring things 

into focus” - Percy from Nikita, Series 2

Zeopard.com

@...
Slight shift in perspective to bring things into focus

Zeopard.com

@jennievickers
HERMANN EBBINGHAUS

Zeopard.com

@jennievickers
101010 = 9:50
Slight shift in perspective to bring things into focus

Zeopard.com

@jennievickers
101010 = 9:50

Slight shift in perspective to bring things into focus

Zeopard.com

@jennievickers
5+5+5 = 550
Slight shift in perspective to bring things into focus

Zeopard.com

@jennievickers
5+5+5 = 550
Slight shift in perspective to bring things into focus

Zeopard.com

@jennievickers
Zeopard.com

@jennievickers
Zeopard.com

@jennievickers
3. ENQUIRY

How to gather the right
information about the right things
that matter to your customer


Zeopard.com

@jennie...
DIAGNOSIS
!

Does it hurt when I do this?


Zeopard.com

@jennievickers
Video link: http://www.youtube.com/watch?v=InR865IDDjU

Zeopard.com

@jennievickers
KNOWN SPOKEN PROBLEMS

STEP ONE

Zeopard.com

@jennievickers
KNOWN UNSPOKEN PROBLEMS

STEP TWO

Zeopard.com

@jennievickers
UNKNOWN UNSPOKEN PROBLEMS

STEP THREE

Zeopard.com

@jennievickers
4. CONTENT

How to expand your
work into three
dimensions that deliver

Zeopard.com

@jennievickers
1

4

4

3

2

Think before you speak

Zeopard.com

@jennievickers
Start at the point … and your point is…

Zeopard.com

@jennievickers
Palette creates comfort

Zeopard.com

@jennievickers
Essence of an idea
Picture

Meta

Frame

Context
An idea has three
elements to it.

Point

Meaning

Essence

Concept

Stuf...
PINK SHEET
Context

Meta

Strategic

Model

Concept

Meaning

Picture

Frame

Metaphor
It’s like...

Tactical

Point

Esse...
Zeopard.com

@jennievickers
Essence of an idea
Picture

Meta

Frame

Context
An idea has three
elements to it.

Point

Meaning

Essence

Concept

Stuf...
5. IMPACT

How to achieve or increase influence
with virtually anyone by maximising
your impact

Zeopard.com

@jennievicker...
Zeopard.com

@jennievickers
Zeopard.com

@jennievickers
HERMANN EBBINGHAUS

Zeopard.com

@jennievickers
HERMANN EBBINGHAUS

Zeopard.com

@jennievickers
If you provide information to internal customers which they
need to remember then:
!
1. Tell them!

!

2. Follow up shortl...
7. ENGAGEMENT

Zeopard.com

@jennievickers
Conversations & Communications that resonate
Abstract
what’s this like?

Existential
what’s this about?

Intrapersonal
wha...
8. PLATFORM

Zeopard.com

@jennievickers
“75% of employees feel their work history and experiences 

are not leveraged by their employer”
-Taleo Research, UK Socia...
Zeopard.com

@jennievickers
You YOU

Employee YOU

Strategy

Community YOU

Strategy

Audience

Strategy

Audience

Audience

Who?

Who?

Who?

Where?...
9. CONVERSATION

How to create new shared
meaning and go beyond
communication

Zeopard.com

@jennievickers
CUSTOMER EXPERIENCE REQUIRES…
Managing your business 

from the “Outside In”.!

!

“Bringing the perspective of your
custo...
Zeopard.com

@jennievickers
OUTSIDE IN, PUTTING YOUR CUSTOMER AT THE HEART OF YOUR BUSINESS

What do they want?
2

How do
i give
it to
them?

3

CUSTO...
Customer Life Cycle = Customers relationship with a brand as they
continue to discover new needs, explore their options, m...
THE 6 DISCIPLINES OF CX FROM FORRESTER RESEARCH AND EXPLAINED
IN THE BOOK “OUTSIDE IN”

1. Strategy!

!

2. Customer Under...
TRANSPORTER THINKING - AN ACTION PLAN COURTESY OF STARTREK

Zeopard.com

@jennievickers
“STAR TREKING ACROSS THE UNIVERSE”

Customer journey map one set
of internal customers’
experiences every month and
see ho...
“ONLY GOING FORWARD CAUSE THEY CAN’T FIND REVERSE”

Embrace the possibilities to be
strategic with a new attitude.
There i...
“THERE’S KLINGONS ON THE STARBOARD BOW, JIM”

Live CX and deliver internal CX
or someone else will

Zeopard.com

@jennievi...
“IT’S LIFE, JIM, BUT NOT AS WE KNOW IT”

Revisit learning styles and
personality diagnostics. Pick
one style furthest from...
“IT’S WORSE THAN THAT, HE’S DEAD JIM”

Brain cells will die if not used,
remember the forgetting curve
and help your inter...
“WE COME IN PEACE, SHOOT TO KILL, SHOOT TO KILL, SHOOT TO KILL”

LinkedIn profiles kept up to
date allow you and your
inter...
“YOU CANNA’ CHANGE THE LAWS OF PHYSICS”

You can change your brain and
your neurons and the way your
internal customers vi...
You can change your brain and your neurons
LinkedIn profiles kept up to date
Brain cells will die if not used, remember the...
PART 10 - SUMMARY CONCLUSION

Zeopard.com

@jennievickers
IMAGINE:	

!

A world where your customers do not forget the
information you give them and never ring for the same
help tw...
IMAGINE:	

!

A world where your data creation defies Moore’s Law

Zeopard.com

@jennievickers
IMAGINE:	

!

A world where your team is viewed as 

strategists not housekeepers

Zeopard.com

@jennievickers
NO NEED TO IMAGINE	

!

That world is here today if you influence with intelligence
applying the art and the science.

Zeop...
Zeopard.com

@jennievickers
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The Art of Intellectual Influence

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One of the driving themes for 2013 and 2014 is customer experience. The imperative comes through loud and clear in the vision and values of many modern organisations. As the customer facing teams develop skills around delivering a great customer experience so they increasingly expect that same experience delivery from their internal IT service providers.

Understanding the art of Intellectual Influence enables IT professionals:
• To secure the budget funding they need for CX and other growth projects, to keep their internal customers happy; and
• To enhance their personal brand and reputation, for career growth and success.

Dr Mark Strom says “ There are three things that make and keep a reputation: Competence: We have to know and be able to do what anyone else in our field should know and be able to do; Integrity: We need to be trustworthy; and Brilliance: Not IQ, but the ability to shine in what we do, to bring to our work and customers our distinctive imagination, voice, heart, craft and community.”

In this keynote Jennie Vickers will introduce you to the art of intellectual influence and how you can develop your brilliance and your reputation.

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The Art of Intellectual Influence

  1. 1. November 2013 ALGIM Conference ! Jennie Vickers zeopard.com
  2. 2. INTELLECTUAL INFLUENCE - The Art & The Science Zeopard.com @jennievickers
  3. 3. YOUR INTERNAL CUSTOMERS? TITLE TEXT Video Link: http://www.youtube.com/watch?v=FSIkjNaICsg Jennie Vickers Zeopard Think Zeopard.com Zeopard.com @jennievickers
  4. 4. Welcome to the COMSHARE contracts prevention office... Zeopard.com @jennievickers
  5. 5. “The real true source of power, in any company today is ideas... Zeopard.com @jennievickers
  6. 6. ...the rest is housekeeping” - Marsh Fisher, founder of Century 21 Zeopard.com @jennievickers
  7. 7. “Curious how often you humans manage to obtain that which you 
 do not want.” - Spock in the Errand of Mercy Zeopard.com @jennievickers
  8. 8. THE CHALLENGES OF SERVICE DELIVERY Cost centre or value creators? 
 What do we want to be known for? Zeopard.com @jennievickers
  9. 9. WE’RE ALL LOOKING TO INFLUENCE SOMEONE-WHO IS IN THE ROOM? •Managers! •Individuals! •Aspirational Managers! •CEO’s! •CIO’s! •Suppliers Your colleagues are your customers-they are your internal customers Zeopard.com @jennievickers
  10. 10. Who are you trying to influence? Zeopard.com @jennievickers
  11. 11. THE WORLD HAS SHIFTED Zeopard.com @jennievickers
  12. 12. FUTURE OF COMPUTING ! ! 1. Search was king of the last era! ! ! ! ! - as of Sept 2012 overall 
 search volume on web has 
 started to decrease! - now using App driven 
 mechanics to find your 
 content as these provide 
 context around requests 
 ensuring more accurate 
 responses! Forrester Research Blog Zeopard.com @jennievickers
  13. 13. FUTURE OF COMPUTING ! ! ! 2. Experience will begin to 
 replace Apps! - customers simply want 
 a great experience! - design more important! ! 3. Data is the new currency 
 Data=currency! APIs=new banks! API Management = financial advisor! ! Forrester Research Blog Zeopard.com @jennievickers
  14. 14. THIS IS WHAT CEO’S ARE THINKING ABOUT Zeopard.com @jennievickers
  15. 15. WHAT ARE PUBLIC SERVICE CEO’S NOW LOOKING AT DELIVERING? Better Public Services Advisory 
 Group Report November 2011 “Capitalising on new technology and ways of engaging such as social media will reduce costs and help meet citizens’ and businesses’ expectations for their dealings with government” Zeopard.com @jennievickers
  16. 16. HOW MANY PUBLIC SERVICE IT STAFF ARE ACTIVE THEMSELVES ON SOCIAL MEDIA? If you are not using these social tools how can you advise or manage their use? “Starting with a social media control policy is a recipe for disaster. Thought Leadership means finding the how and not the why not” Zeopard.com @jennievickers
  17. 17. THIS IS WHAT CIO’S ARE THINKING ABOUT ! ! Pressure on CIOs! Chris Murphy of Information Week says:! ! “Make IT measurably more relevant 
 to your customers” ! “We're living through a historic shift that 
 makes technology more important -- in fact, 
 indispensable -- to building close customer 
 ties. IT leaders can seize the moment by 
 ruthlessly focusing 2013's goals on the 
 customer who buys their products.” ! ! ! Zeopard.com @jennievickers
  18. 18. FOCUS ON THOUGHT LEADERSHIP • • Thought leaders are individuals or organisations that are recognised by peers, customers and industry experts as someone who deeply understand the business they are in, the needs of their customers, and the broader marketplace in which they operate ! • Zeopard.com The term was first coined in 1994, by Joel Kurtzman, editor-in-chief of the magazine, Strategy+Business ! Thought leaders have a distinctively original idea, a unique point of view 
 or an insight @jennievickers
  19. 19. “Thought leadership centres on earning trust and credibility. Thought leaders get noticed by offering something different— information, insights, and ideas, 
 for instance. ! Thought leadership positions you and your company as an industry authority and resource and trusted advisor by establishing your reputation as a generous contributor to your industry.” Zeopard.com @jennievickers
  20. 20. FOCUS ON WISDOM Mark Strom’s book coming in Feb 2014 Zeopard.com @jennievickers
  21. 21. Zeopard.com @jennievickers
  22. 22. TITLE TEXT INTRODUCTION Jennie Vickers Zeopard Think Zeopard.com Zeopard.com @jennievickers
  23. 23. TITLE TEXT INTRODUCTION Jennie Vickers Zeopard Think Zeopard.com Zeopard.com @jennievickers
  24. 24. TITLE TEXT INTRODUCTION Jennie Vickers Zeopard Think Zeopard.com Zeopard.com @jennievickers
  25. 25. 10 HOT STRATEGIC TECH TRENDS 2014 1. Mobile Device 
 Diversity and 
 Management! ! 2. Mobile Apps and 
 Applications! ! 3. The Internet of 
 Everything! ! 4. Hybrid Cloud & IT as 
 Service Broker! ! 5. Cloud/Client 
 Architecture! ! Zeopard.com @jennievickers
  26. 26. 10 HOT STRATEGIC TECH TRENDS 2014 6. The Era of 
 Personal Cloud! ! 7. Software Defined 
 Anything! ! 8. Web-Scale IT! ! 9. Smart Machines! ! 10. 3D Printing Zeopard.com @jennievickers
  27. 27. 10 KEY THEMES FROM ORACLE OPENWORLD 2013 ! 1.! By 2016, half of the world’s big data will be stored in the cloud. – Oracle ! ! 2.! There are 1 billion smartphone users in the world, and 80% of them use social. - Oracle! ! 3.! Customers today and in the newer generations want things that are simple and have been engineered to work together. – Mark Hurd, President, Oracle! ! 4.! Centricity has switched from your company timeframe to the buyer’s timeframe, and we need to be prepared to jump– Paul Teshima, GVP Product Management, Oracle Eloqua! Zeopard.com @jennievickers
  28. 28. 10 KEY THEMES FROM ORACLE OPENWORLD 2013 ! 5.! 49% of executives believe that customers will switch brands due to a poor customer experience, but in reality, 89% of customers have already switched. –Brian Curran, Vice President, Customer Experience Strategy and Design, Oracle! ! 6.! Within the next year, every company should be measuring the Customer Effort Score, or the ability to analyze how much effort a customer has to exert in order to do business with you. – Brian Curare! ! 7.! Organizations that focus on the customer journey have on average a 20% improvement on overall customer satisfaction and see a 10-15% growth in revenue. -Brian Curran! Zeopard.com @jennievickers
  29. 29. 10 KEY THEMES FROM ORACLE OPENWORLD 2013 ! 8.! Twenty percent (20%) of revenue lost in businesses is due to bad customer experiences. -David Vap, Group Vice President, Oracle! ! 9.! By 2017, 87% of the US population will have mobile Internet devices, which is more than homes that have broadband. –Reggie Bradford, SVP of Product Development at Oracle! ! 10.! There always will be someone else fighting for the attention of the consumer, whether or not they are your competitors. Be timely, relevant, brave, and humble. –Lars Silberbauer, Global Director of Social Media, LEGO! ! Zeopard.com @jennievickers
  30. 30. MY DAD Zeopard.com @jennievickers
  31. 31. LAWYERS Zeopard.com DOCTORS @jennievickers
  32. 32. Left Brain VS Right Brain Zeopard.com @jennievickers
  33. 33. CX Zeopard.com @jennievickers
  34. 34. Fishing and talking! Zeopard.com @jennievickers
  35. 35. Buzan Brain FRIENDLY LEARNING Zeopard.com @jennievickers
  36. 36. Utility Sector: Trees and Lines Zeopard.com @jennievickers
  37. 37. CCO Director for Rodney and CCO Governance Advisor Zeopard.com @jennievickers
  38. 38. zeopard Zeopard.com @jennievickers
  39. 39. Zeopard.com @jennievickers
  40. 40. Legal AND COMPLIANCE, HR AND IT departments… …We are not the sexy TEAMS Zeopard.com @jennievickers
  41. 41. “The significant problems we have cannot be solved at the same level of thinking with which we created them.” ! Albert Einstein Zeopard.com @jennievickers
  42. 42. Cost Centre - Not profit centre - EASIER TO OUTSOURCE Zeopard.com @jennievickers
  43. 43. Are your colleagues going around you? Zeopard.com @jennievickers
  44. 44. INTROVERTS VS EXTROVERTS Zeopard.com @jennievickers
  45. 45. THE GOOD NEWS IS THAT Being an introvert is now COOL Zeopard.com @jennievickers
  46. 46. QUIET- THE POWER OF INTROVERTS IN A WORLD THAT CAN’T STOP TALKING Zeopard.com @jennievickers
  47. 47. LOTS OF BOOKS TO HELP INTROVERTS - MY FAVOURITE: Zeopard.com @jennievickers
  48. 48. PAUL’S SUGGESTION FOR A BOOK TO HELP EXTROVERTS 
 BECOME MORE LIKE INTROVERTS: Zeopard.com @jennievickers
  49. 49. Speaking different languages Zeopard.com @jennievickers
  50. 50. Are you inflicting your language on your customers? ! tickets are for buses and trains and even the movies Zeopard.com @jennievickers
  51. 51. STAKEHOLDER EXPECTATIONS ! • ! Customer Experience in 
 a Consumer world! • Frustration with service 
 ! indifference! • Home computing speeds and 
 ! easy use devices! • Rate payer expectations Zeopard.com @jennievickers
  52. 52. WHAT IS CAUSING THE ATTENTION ON CX? What is Customer Experience? • What is CX?! • What is involved with CX Zeopard.com @jennievickers
  53. 53. WHAT IS CX? Zeopard.com @jennievickers
  54. 54. CUSTOMER EXPERIENCE - DEFINITION “CX is how your customers perceive their interactions with your company” ! ! - Forrester Research Inc.! ! Zeopard.com @jennievickers
  55. 55. CUSTOMER EXPERIENCE DEFINITION
 From the Beyond Philosophy Group adapted for internal customers “An internal customer experience is an interaction between a department and an internal customer as perceived through that internal customer’s conscious and subconscious mind. It is a blend of the department’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against internal customer expectations across all moments of contact.” Zeopard.com @jennievickers
  56. 56. WHY SHOULD YOU CARE ABOUT CUSTOMER EXPERIENCE? t f e Pr no st r Fir v r t Gover t Internal service Pr Pr © Zeopard 2013 Zeopard.com r t r Fir t Fir @jennievickers
  57. 57. WHY YOU SHOULD CARE ABOUT CUSTOMER EXPERIENCE • Commoditisation has stripped away existing sources of differentiation - CX is it Zeopard.com @jennievickers
  58. 58. DIGITAL EXPERIENCE ! ! ! Latest research goes further and says: ! One of the last remaining areas of differentiation is the ability to provide compelling user experiences through digital channels. ! Forrester Research Zeopard.com @jennievickers
  59. 59. PERCEPTION IN ACTION AT A SUCCESSFUL CX BUSINESS... Zeopard.com @jennievickers
  60. 60. THE EXPERIENCE ECONOMY - THIS IS NOT A NEW FAD “Economists have typically lumped experiences in with services, but experiences are a distinct economic offering, as different from services as services are from goods. Today we can identify and describe this fourth economic offering because consumers
 unquestionably desire experiences, and more and more businesses are responding by explicitly designing and promoting them.”! ! Harvard Business Review July 1998 Welcome to the emerging experience economy. Joseph Pine and James Gilmore Zeopard.com @jennievickers
  61. 61. FALLING SHORT ON DELIVERING THE EXPERIENCES CUSTOMERS WANT ! • Slow adoption rate of customer expected capabilities ! • Significant opportunities for improving experiences! • Across research, buying, and post purchase processes! • Inflexible technology, siloed organisations and systems, insufficient investment, and inability to measure performance hinder success! ! Solving The Execution Chasm Requires A New Approach to CX! ! ! ! ! ! Zeopard.com @jennievickers
  62. 62. THE EXPERIENCE ECONOMY “As services, like goods before them, increasingly become commoditized—think of long-distance telephone services sold solely on price—experiences have emerged as the next step in what we call the progression of economic value. From now on, leadingedge companies—whether they sell to consumers or businesses—will find that the next competitive battleground lies in staging experiences.” ! Harvard Business Review July 1998 Welcome to the emerging experience economy. Joseph Pine and James Gilmore! ! / Zeopard.com @jennievickers
  63. 63. THE AGE OF THE CUSTOMER Age of the customer Empowered buyers demand a customer focus -? 0 201 Age of distribution Global connections make distribution key. 10 -20 990 1 990 0-1 196 60 -19 Age of information those who control information 0 190 Age of manufacturing Mass manufacturing boosts industrial powerhouses. Zeopard.com Source: @jennievickers
  64. 64. How annoying ARE YOUR HR department & legal/compliance team? Zeopard.com @jennievickers
  65. 65. Do your IT contracts reflect the work you do and how you do it? 
 Can you find clauses in contracts fast? Zeopard.com @jennievickers
  66. 66. Have they spent time understanding what you do and how you do it? Zeopard.com @jennievickers
  67. 67. HR CHALLENGES Only 15% of HR’s time is spent on strategic activities, 
 while 71% is still spent on service delivery, record keeping, compliance and internal management. ! -HR Transformation in EMEA, Mercer 2010 Zeopard.com @jennievickers
  68. 68. “It has been a source of frustration for many years that my HR team has been preoccupied with administration and process and has not had time and focus to do a role that really adds value. While I recognise that access to quality data has often hampered them, it has not made my job easier.” ! - Carl Rogers, CEO of Asplundh NZ (2012) Zeopard.com @jennievickers
  69. 69. “In The Lawyer Bubble: A Profession in Crisis, Steven J. Harper argues that legal jobs are disappearing not because of 
 short-term economic fluctuations 
 but because of powerful 
 long-term trends.”! ! Adam Cohen: Is There Really a ‘Lawyer Bubble’? | TIME.com Zeopard.com @jennievickers
  70. 70. Be everything your colleagues are not Zeopard.com @jennievickers
  71. 71. “Business today is conducted in the language of numbers. Every business unit in a company is expected to make and depend on decisions based on data.” ! - Mark Hurd ORACLE PRESIDENT Zeopard.com @jennievickers
  72. 72. YOU HAVE THE SKILLS TO HELP INTERNAL CUSTOMERS LOOKING FOR VISION Video Link: http://www.youtube.com/watch?v=ziOG_GHNVq0 Zeopard.com @jennievickers
  73. 73. “Software engineers are the most creative people 
 I know, but are too rarely perceived as such” - Shona Grundy CEO Zeopard.com @jennievickers
  74. 74. Making the shift from IT administrator to IT strategic advisor 
 - it is your choice Worth remembering that no-one outsources their strategy department! Zeopard.com @jennievickers
  75. 75. “The bureaucratic mentality is the only constant in 
 the universe” - Dr McCoy, Star Trek Zeopard.com @jennievickers
  76. 76. ! "IT departments which are disconnected from their internal customers are increasingly going to find that software as a service has appeared in their domain and they belatedly get the difficult task of integration. Your choice: stay close or get rained on” Doug Hughes Zeopard.com @jennievickers
  77. 77. More important Wisdom Knowledge Benefit to Humanity Information Data Zeopard.com Less important @jennievickers
  78. 78. Data Raw material processed information. 
 Volumes of data help identify trends and patterns Zeopard.com @jennievickers
  79. 79. Information Patterns and trends and other sources of
 information together = knowledge Zeopard.com @jennievickers
  80. 80. Wisdom Knowledge Info ofInformation which someone
 is aware Data Zeopard.com @jennievickers
  81. 81. Wisdom Born from knowledge
 plus experience Zeopard.com @jennievickers
  82. 82. More important Wisdom Knowledge Benefit to Humanity and your Internal Customers Information Data Zeopard.com Less important @jennievickers
  83. 83. DISTINGUISHING WHO WE ARE VS HOW WE THINK vst Zeopard.com @jennievickers
  84. 84. CONVICTIONS Zeopard.com VS CONVINCING @jennievickers
  85. 85. Influence is not about persuasion Zeopard.com @jennievickers
  86. 86. “Influence happens when you step up with 
 Transporter Thinking - Jennie Vickers, inspired by Star Trek Zeopard.com @jennievickers
  87. 87. 4. CONTENT 7. ENGAGEMENT 2. CONTEXT 5. IMPACT 8. PLATFORM 3. ENQUIRY 6. VALUE 9. CONVERSATION 1. INSIGHT Insight Zeopard.com @jennievickers
  88. 88. AUDIENCE 1. INSIGHT Insight 2. CONTEXT AUDIENCE Text 3. ENQUIRY Zeopard.com @jennievickers
  89. 89. PRODUCT 4. CONTENT 5. IMPACT PRODUCT 6. VALUE Zeopard.com @jennievickers
  90. 90. DELIVERY 7. ENGAGEMENT 8. PLATFORM DELIVERY 9. CONVERSATION Zeopard.com @jennievickers
  91. 91. AUDIENCE 1. INSIGHT Insight 2. CONTEXT AUDIENCE Text 3. ENQUIRY Zeopard.com @jennievickers
  92. 92. 1. INSIGHT Insight Zeopard.com @jennievickers
  93. 93. 2. CONTEXT Zeopard.com @jennievickers
  94. 94. 3. ENQUIRY Zeopard.com @jennievickers
  95. 95. PRODUCT 4. CONTENT 5. IMPACT PRODUCT 6. VALUE Zeopard.com @jennievickers
  96. 96. 4. CONTENT Zeopard.com @jennievickers
  97. 97. 5. IMPACT Zeopard.com @jennievickers
  98. 98. 6. VALUE Zeopard.com @jennievickers
  99. 99. DELIVERY 7. ENGAGEMENT 8. PLATFORM DELIVERY 9. CONVERSATION Zeopard.com @jennievickers
  100. 100. 7. ENGAGEMENT Zeopard.com @jennievickers
  101. 101. 8. PLATFORM Zeopard.com @jennievickers
  102. 102. 9. CONVERSATION Zeopard.com @jennievickers
  103. 103. 4. CONTENT 7. ENGAGEMENT 2. CONTEXT 5. IMPACT 8. PLATFORM 3. ENQUIRY 6. VALUE 9. CONVERSATION 1. INSIGHT Insight Zeopard.com @jennievickers
  104. 104. UNPACKING A FEW SKILLS Zeopard.com @jennievickers
  105. 105. 1. INSIGHT Insight How to increase your influence by seeing into and 
 “getting” other people Zeopard.com Zeopard.com @jennievickers
  106. 106. Myers Briggs MMPI NEO Zeopard.com @jennievickers
  107. 107. Zeopard.com @jennievickers
  108. 108. ARE WE MISSING OPPORTUNITIES WITH OUR TEAMS? How we THINK impacts 
 How we LEARN! ! How we THINK and LEARN impact How we COMMUNICATE! ! How we THINK, LEARN, and COMMUNICATE impact ! How we SOLVE PROBLEMS! ! What would be different if we understood how we think and how others think and why? Zeopard.com @jennievickers
  109. 109. LEFT BRAIN RIGHT BRAIN ! uses logic! detail oriented! facts rule! words and language! order/pattern perception! reality based! forms strategies! practical! Zeopard.com uses feeling! "big picture" oriented! imagination rules! symbols and images! spatial perception! fantasy based! presents possibilities! risk taking @jennievickers
  110. 110. CUSTOMER JOURNEY MAPPING Zeopard.com @jennievickers
  111. 111. Zeopard.com @jennievickers
  112. 112. Zeopard.com @jennievickers
  113. 113. CUSTOMER JOURNEY MAPPING SESSION SPONSORED BY ORACLE NZ Zeopard.com @jennievickers
  114. 114. 2. CONTEXT How to understand the context of your work for you and your customer and future proof 
 your ideas. Zeopard.com @jennievickers
  115. 115. The exercise of leadership is contextual. Always. Zeopard.com @jennievickers
  116. 116. Zeopard.com @jennievickers
  117. 117. “All it takes is a slight shift of perspective to bring things 
 into focus” - Percy from Nikita, Series 2 Zeopard.com @jennievickers
  118. 118. Slight shift in perspective to bring things into focus Zeopard.com @jennievickers
  119. 119. HERMANN EBBINGHAUS Zeopard.com @jennievickers
  120. 120. 101010 = 9:50 Slight shift in perspective to bring things into focus Zeopard.com @jennievickers
  121. 121. 101010 = 9:50 Slight shift in perspective to bring things into focus Zeopard.com @jennievickers
  122. 122. 5+5+5 = 550 Slight shift in perspective to bring things into focus Zeopard.com @jennievickers
  123. 123. 5+5+5 = 550 Slight shift in perspective to bring things into focus Zeopard.com @jennievickers
  124. 124. Zeopard.com @jennievickers
  125. 125. Zeopard.com @jennievickers
  126. 126. 3. ENQUIRY How to gather the right information about the right things that matter to your customer
 Zeopard.com @jennievickers
  127. 127. DIAGNOSIS ! Does it hurt when I do this?
 Zeopard.com @jennievickers
  128. 128. Video link: http://www.youtube.com/watch?v=InR865IDDjU Zeopard.com @jennievickers
  129. 129. KNOWN SPOKEN PROBLEMS STEP ONE Zeopard.com @jennievickers
  130. 130. KNOWN UNSPOKEN PROBLEMS STEP TWO Zeopard.com @jennievickers
  131. 131. UNKNOWN UNSPOKEN PROBLEMS STEP THREE Zeopard.com @jennievickers
  132. 132. 4. CONTENT How to expand your work into three dimensions that deliver Zeopard.com @jennievickers
  133. 133. 1 4 4 3 2 Think before you speak Zeopard.com @jennievickers
  134. 134. Start at the point … and your point is… Zeopard.com @jennievickers
  135. 135. Palette creates comfort Zeopard.com @jennievickers
  136. 136. Essence of an idea Picture Meta Frame Context An idea has three elements to it. Point Meaning Essence Concept Stuff Matter Detail Content ZeopardThink Zeopard.com The big picture contextual part, the concise explanation of what the idea is and the examples and facts that explain it. The matrix on this page gives you various different palettes or ways of saying the same thing across these 3 components of an idea. Developed by the Thought Leaders Community @jennievickers
  137. 137. PINK SHEET Context Meta Strategic Model Concept Meaning Picture Frame Metaphor It’s like... Tactical Point Essence Executable Stuff Detail Statement: Explanation: Content Matter THE PINK SHEET Bringing the dimensions of
 an idea to life (Story/Case Study/Statistics/Research/Example/Process/Steps) ZeopardThink Developed by the Thought Leaders Community Zeopard.com @jennievickers
  138. 138. Zeopard.com @jennievickers
  139. 139. Essence of an idea Picture Meta Frame Context An idea has three elements to it. Point Meaning Essence Concept Stuff Matter Detail Content ZeopardThink Zeopard.com The big picture contextual part, the concise explanation of what the idea is and the examples and facts that explain it. The matrix on this page gives you various different palettes or ways of saying the same thing across these 3 components of an idea. Developed by the Thought Leaders Community @jennievickers
  140. 140. 5. IMPACT How to achieve or increase influence with virtually anyone by maximising your impact Zeopard.com @jennievickers
  141. 141. Zeopard.com @jennievickers
  142. 142. Zeopard.com @jennievickers
  143. 143. HERMANN EBBINGHAUS Zeopard.com @jennievickers
  144. 144. HERMANN EBBINGHAUS Zeopard.com @jennievickers
  145. 145. If you provide information to internal customers which they need to remember then: ! 1. Tell them! ! 2. Follow up shortly e.g. by email! ! 3. Set a reminder and resend the email one week later! ! 4. Set a reminder and resend the email one month later! ! 5. Use colour! ! 6. Use pictures! ! 7. Make it fun Zeopard.com @jennievickers
  146. 146. 7. ENGAGEMENT Zeopard.com @jennievickers
  147. 147. Conversations & Communications that resonate Abstract what’s this like? Existential what’s this about? Intrapersonal what’s in this for me? Numerate give me bullet points Linguistic give me directions Interpersonal give me examples Visual show me Auditory tell me Kinesthetic let me ZeopardThink Zeopard.com Developed from work of Howard Gardner @jennievickers
  148. 148. 8. PLATFORM Zeopard.com @jennievickers
  149. 149. “75% of employees feel their work history and experiences 
 are not leveraged by their employer” -Taleo Research, UK Social Talent Management report Zeopard.com @jennievickers
  150. 150. Zeopard.com @jennievickers
  151. 151. You YOU Employee YOU Strategy Community YOU Strategy Audience Strategy Audience Audience Who? Who? Who? Where? Where? Where? Platforms Platforms Platforms Role Role Role † Participation † Participation † Participation † Observation † Observation † Observation † Elucidation † Elucidation † Elucidation zeopard .com Zeopard.com Mapping Out Your Relationship With Social Media
  152. 152. 9. CONVERSATION How to create new shared meaning and go beyond communication Zeopard.com @jennievickers
  153. 153. CUSTOMER EXPERIENCE REQUIRES… Managing your business 
 from the “Outside In”.! ! “Bringing the perspective of your customer to every decision you make so you can see why customers’ perceptions are created.”! ! The Expert’s Dilemma-Speakers, Lawyers Technical Experts-Keen to tell what we know Zeopard.com @jennievickers
  154. 154. Zeopard.com @jennievickers
  155. 155. OUTSIDE IN, PUTTING YOUR CUSTOMER AT THE HEART OF YOUR BUSINESS What do they want? 2 How do i give it to them? 3 CUSTOMER 1 When & Where do they want it? 4 Who is the customer? Zeopard.com @jennievickers
  156. 156. Customer Life Cycle = Customers relationship with a brand as they continue to discover new needs, explore their options, make purchases and engage with the product or service experience! ! ! ! ! Inside Out Engage Win Develop Keep Explore Options Buy Engage Outside In Discover Needs Zeopard.com @jennievickers
  157. 157. THE 6 DISCIPLINES OF CX FROM FORRESTER RESEARCH AND EXPLAINED IN THE BOOK “OUTSIDE IN” 1. Strategy! ! 2. Customer Understanding! ! 3. Design! ! 4. Measurement! ! 5. Governance! ! 6. Culture Zeopard.com @jennievickers
  158. 158. TRANSPORTER THINKING - AN ACTION PLAN COURTESY OF STARTREK Zeopard.com @jennievickers
  159. 159. “STAR TREKING ACROSS THE UNIVERSE” Customer journey map one set of internal customers’ experiences every month and see how it changes your perspective. Zeopard.com @jennievickers
  160. 160. “ONLY GOING FORWARD CAUSE THEY CAN’T FIND REVERSE” Embrace the possibilities to be strategic with a new attitude. There is no going back. Zeopard.com @jennievickers
  161. 161. “THERE’S KLINGONS ON THE STARBOARD BOW, JIM” Live CX and deliver internal CX or someone else will Zeopard.com @jennievickers
  162. 162. “IT’S LIFE, JIM, BUT NOT AS WE KNOW IT” Revisit learning styles and personality diagnostics. Pick one style furthest from your own and observe. Zeopard.com @jennievickers
  163. 163. “IT’S WORSE THAN THAT, HE’S DEAD JIM” Brain cells will die if not used, remember the forgetting curve and help your internal customers to stop asking you the same question twice. Zeopard.com @jennievickers
  164. 164. “WE COME IN PEACE, SHOOT TO KILL, SHOOT TO KILL, SHOOT TO KILL” LinkedIn profiles kept up to date allow you and your internal colleagues to see the brilliance of your team. Don’t see it only as a mechanism for your team to escape to 
 another job. Zeopard.com @jennievickers
  165. 165. “YOU CANNA’ CHANGE THE LAWS OF PHYSICS” You can change your brain and your neurons and the way your internal customers view you by talking into their context every time. Zeopard.com @jennievickers
  166. 166. You can change your brain and your neurons LinkedIn profiles kept up to date Brain cells will die if not used, remember the forgetting curve Revisit learning styles and personality diagnostics Live CX and deliver internal CX or someone else will Embrace the possibilities to be strategic with a new attitude Customer journey map Zeopard.com @jennievickers
  167. 167. PART 10 - SUMMARY CONCLUSION Zeopard.com @jennievickers
  168. 168. IMAGINE: ! A world where your customers do not forget the information you give them and never ring for the same help twice. Zeopard.com @jennievickers
  169. 169. IMAGINE: ! A world where your data creation defies Moore’s Law Zeopard.com @jennievickers
  170. 170. IMAGINE: ! A world where your team is viewed as 
 strategists not housekeepers Zeopard.com @jennievickers
  171. 171. NO NEED TO IMAGINE ! That world is here today if you influence with intelligence applying the art and the science. Zeopard.com @jennievickers
  172. 172. Zeopard.com @jennievickers
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