Main Point:Many trends in the world today that are affecting how we deliver systems inside our organizationsScript:There are many trends in the world today that are affecting how we deliver systems inside our organizations. It used to be that companies led the drive to new technololgies that ended up in the consumer world. Laserjet printers, email – these technologies began in organizations and moved to consumers. Now we have consumer technologies and trends driving our internal systems. The desire is to make them more personalized, more mobile, more social – more like the systems we use outside of work.Notes:Personalization: Want to have information for me which is relevant – AmazoneMobile - government feedback (NY) and integration to Facebook – access where ever you are.Social - 3 ways: Internal , external and listening. Real Time living!Multi channel - Insurance example - who is the case contact person, Repair shop, integration to repaireshop calendar, the repair shop have already recieved the car details, rental car, ... Controlled process. Remember that processes last weeks and that have to be managed.not only focus on the here and now.Consumerization of software. in the old days the new software were made in the enterprises and brought home, that have now changed. The consumer solutions like dropbox, facebook, IM, skype, .... is now taken into the work. younger workforce. expecting that the work is supporting this.CloudRomoving the complexity in the IT regarding scaling updown. For example in the chistmasConsumerisation
Transcript of "Driving Value through Customer Experience Managment"