Cloud computing, social media, technology and executive mba class niu - december 8, 2012Presentation Transcript
Customer Engagement:Change is in the Clouds
Agenda• Change In The News o Holiday Shoppers o Big Data o Mobile Consumers o Mobile Growing o Experience ala Digital o Multi-channel o Changing Media o faster and faster and faster• 20 x 20 on Why
Cyber Monday salesfinish strong Americans may have been shopping online all weekend, but they went out with a bang Monday. Online retailers had their biggest day ever on Cyber Monday as holiday shoppers drove sales up 30% vs. the same day last year, says IBM Smarter Commerce,
Big Data, Big Questions atSearsGoals• Shop You Way Rewards• Improving Customer Loyalty• Know what they bought currently and in past• Give them an intensely relevant offer• Personalization at scale• Marketing Analysis used to take 6 weeks• MetaScale Hadoop process can do it weekly• Huge datasets - keep it all in one place
Multi-ChannelPersonalizationExecuting on cross-channelconsistency will provechallenging, as retailerscontinue to grapple withsiloed business processesand a plethora of disparateapplications. Mostchallenging are product-centric organizationalstructures that are nolonger suitable for todays
Improving CustomerExperienceLinkedIn - There seems to be a commonmisconception that improving yourorganization’s Customer Experience willcost more money. This is not the case, infact the opposite. Improving yourCustomer Experience saves money. Let megive you some examples.
Social Media Will Play aCrucial Role in theReinvention of BusinessCorporations, for the most part, arentgoing to reinvent themselves by improvingon the core competencies theyve beenhoning for years. Instead, if theyre goingto change, theyre going to do so from theoutside in, allowing ideas from the edgeof the company to penetrate to the core.Social media will be a part of thattransformation.
Holiday Shoppers – 4 Out Of 5Smartphone Owners UseDevice To Shop
Mobile AppsMacy’s makes mobile integral partof Black Friday strategy to drive in-store enhancing its iPhone mobileMacy’s is salesapplication to help customersbrowse and shop for Black Fridayspecials specific to their localstore.The enhancements will make theirdebut on Nov. 15 with the goal ofturning iOS devices into digitaltools to help customers plan theirshopping in advance of Black Friday,traditionally one of the busiestshopping days of the year. The new
Business Cloud: The State ofPlay Shifts Rapidly Business is increasingly “calling the shots” for Cloud adoption An incremental approach has enabled increasing Cloud maturity Cloud is clearly the default for new applications IT and the business are aligned on the importance
With over 1 billion users on Facebook Social Media Video 2013
Hours Minutes Seconds
Humans: The Ultimate Network of Networks
Then vs. Now 1995 2010
Personal InternetComputer Access
Portable Music Internet Access
Gaming System Mobile Phone
DigitalImmigrants Digital Native
1995 ~ 2010 ~ 2025 ~ 2040 ~ 2045 =1000 x 1000 x 1000 x 1000 = 1,000,000,000,000 = 1 Trillion More Things
We need toget good atbelievingthe
Law ofAccelerating Returns In 2045, $1000 buys a computer a billion times more powerful than all human
How many of you can do long division WITHOUT a pencil?