4-5th April 2011,                                                                                                 The Brew...
BPGroup 18th Annual Conference - April 2011   © BPGroup – All Rights Reserved
Using a Knife and Fork to Cut my Lawn?BPGroup 18th Annual Conference - April 2011   © BPGroup – All Rights Reserved
The mistake of industrial age thinking..                              in a Facebook eraBPGroup 18th Annual Conference - Ap...
A Global                                            The                       Why should  tipping point                   ...
A Global  tipping pointBPGroup 18th Annual Conference - April 2011   © BPGroup – All Rights Reserved
INOUTSIDE ExamplesBPGroup 18th Annual Conference - April 2011   © BPGroup – All Rights Reserved
We have inherited an industrial legacy in thought and  action...BPGroup 18th Annual Conference - April 2011   © BPGroup – ...
What shape are you in?BPGroup 18th Annual Conference - April 2011   © BPGroup – All Rights Reserved
Our organisations all look the same...                                                                                    ...
Processes wend and meander their way around these  rigid structures...                                                    ...
And hey ho – we nearly forgot the customer!  Now where do they go?                                                        ...
However...BPGroup 18th Annual Conference - April 2011   © BPGroup – All Rights Reserved
The Always onhas all happenedthe 21st century - The Always on World – It World of in the last 13 years! Mapping the Growth...
The Always on World of the 21st century Mapping the Growth of the InternetBPGroup 18th Annual Conference - April 2011   © ...
Why should we bother?     Because the customer is a     very different animal….                                           ...
Choice:                                                                                 We now have a bewildering array   ...
The Promiscuous Customer:                   I will go with anyone I choose                   on my termsSource: BigStock
Rebellion – Groundswell:                                                                                             Custo...
Groundswell:  Customers – we don’t  take **it anymore
Expectations:  Customers – less of the sizzle,  more of the meat
Expectations:  Say High – Do High, or else
Multi-channels:                    I want it my way when I saySource: Fanzine
Prosumer:                     The Customer Experience is                     the ProcessSource: Fanzine
Everything has changed?         We believe that within five years,         96 percent of consumers will have         acces...
This is a Copernican Moment   Copernicus - 19 February 1473 – 24 May 1543                                                 ...
The     Implications                                                        "We cant solve problems by using the          ...
The     ImplicationsBPGroup 18th Annual Conference - April 2011   © BPGroup – All Rights Reserved
Acknowledgement..                                               www.cemmethod.com                                     EXEC...
Outside-In Strategic Matrix (OI-SM) – with acknowledgement -       Work will never be the same again…What immediate questi...
Creating SCO’s is alogical imperative– with acknowledgement -TheProcessPerformanceLandscape®
Why should      you care?BPGroup 18th Annual Conference - April 2011   © BPGroup – All Rights Reserved
It is the end of our beginnings                                We are at the very point in time when a                    ...
BPGroup 18th Annual Conference - April 2011   © BPGroup – All Rights Reserved
BPGroup 18th Annual Conference - April 2011   © BPGroup – All Rights Reserved
A Global                                            The                       Why should  tipping point                   ...
Steve Towers                                                                                CEO & Founder                 ...
Customer Centricity, BPM & Outside-In
Upcoming SlideShare
Loading in...5
×

Customer Centricity, BPM & Outside-In

1,172

Published on

BP Groups 18th Annual Conference featured tremendous presentations.
We looked at the latest in Process Excellence and this is Steve Towers contribution :-)

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
1,172
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
51
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Customer Centricity, BPM & Outside-In

  1. 1. 4-5th April 2011, The Brewery, London, UK Steve Towers CEO & Founder steve.towers@bpgroup.org CUSTOMER CENTRICITY & PERFORMANCE: Outside-In: Revolutionary Customer Thinking Strategies For The Next Generation Of Business Process ManagementBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  2. 2. BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  3. 3. Using a Knife and Fork to Cut my Lawn?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  4. 4. The mistake of industrial age thinking.. in a Facebook eraBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  5. 5. A Global The Why should tipping point Implications you care?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  6. 6. A Global tipping pointBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  7. 7. INOUTSIDE ExamplesBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  8. 8. We have inherited an industrial legacy in thought and action...BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  9. 9. What shape are you in?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  10. 10. Our organisations all look the same... CEO Marketing Sales Customer Operations Finance ServiceBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  11. 11. Processes wend and meander their way around these rigid structures... CEO Marketing Sales Customer Operations Finance ServiceBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  12. 12. And hey ho – we nearly forgot the customer! Now where do they go? CEO Marketing Sales Customer Operations Finance ServiceBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  13. 13. However...BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  14. 14. The Always onhas all happenedthe 21st century - The Always on World – It World of in the last 13 years! Mapping the Growth of the Internet 1998BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  15. 15. The Always on World of the 21st century Mapping the Growth of the InternetBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  16. 16. Why should we bother? Because the customer is a very different animal…. Inspiration: Udayan Banerjee CTO, NIIT Technology (India)BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  17. 17. Choice: We now have a bewildering array in almost every product and service.BPGroup 18th Annual Conference - April 2011 Source: Fanzine © BPGroup – All Rights Reserved
  18. 18. The Promiscuous Customer: I will go with anyone I choose on my termsSource: BigStock
  19. 19. Rebellion – Groundswell: Customers – we don’t take **it anymoreBPGroup 18th Annual Conference - April 2011 Source: iStockphoto © BPGroup – All Rights Reserved
  20. 20. Groundswell: Customers – we don’t take **it anymore
  21. 21. Expectations: Customers – less of the sizzle, more of the meat
  22. 22. Expectations: Say High – Do High, or else
  23. 23. Multi-channels: I want it my way when I saySource: Fanzine
  24. 24. Prosumer: The Customer Experience is the ProcessSource: Fanzine
  25. 25. Everything has changed? We believe that within five years, 96 percent of consumers will have access to the Internet, whether it be through a personal computer, a set-top box or a mobile device. You bet that changes everything. (2010)Source: Fanzine
  26. 26. This is a Copernican Moment Copernicus - 19 February 1473 – 24 May 1543 He died 467 years ago
  27. 27. The Implications "We cant solve problems by using the same kind of thinking we used when we created them."BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  28. 28. The ImplicationsBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  29. 29. Acknowledgement.. www.cemmethod.com EXECUTE REVIEW ASSESSMENTDISCOVERY
  30. 30. Outside-In Strategic Matrix (OI-SM) – with acknowledgement - Work will never be the same again…What immediate questions can we ask ourselves? NAME:___________________________________ Where does your process What is the Successful Customer start and finish? Outcome? What are the Key Moments What business are you (REALLY) in? of Truth in this Process?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  31. 31. Creating SCO’s is alogical imperative– with acknowledgement -TheProcessPerformanceLandscape®
  32. 32. Why should you care?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  33. 33. It is the end of our beginnings We are at the very point in time when a 400-year old age is dying and another is struggling to be born, a shifting of culture, science, society, and institutions enormously greater than the world hasDee Hock, Founder & CEO--Visa ever experienced. Ahead, the possibility of the regeneration of relationships, liberty, community, and ethics such as the world has never known, and a harmonyA Global with nature, with one another, and with the divinetipping point intelligence such as the world has never dreamed.
  34. 34. BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  35. 35. BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  36. 36. A Global The Why should tipping point Implications you care?BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  37. 37. Steve Towers CEO & Founder steve.towers@bpgroup.org CUSTOMER CENTRICITY & PERFORMANCE: Outside-In: Revolutionary Customer Thinking Strategies For The Next Generation Of Business Process ManagementBPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×