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Presentation disruptive digital

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Disruptive Digital represents the New Normal in the market, that of Disruptive Mindset set, compelling organizations to continuously recalibrate their existence and in the process transforming themselves to become FEARLESS, AGILE & HYPER-COMPETITIVE entities that know no bounds. This presentation presents the key tenets of building that transformative Disruptor within an organization.

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Presentation disruptive digital

  1. 1. DISRUPTIVE DIGITAL : THE NEW NORMALCopyright © Anuj Pandey 2017 All Rights Reserved.Copyright © Anuj Pandey 2017 All Rights Reserved.
  2. 2. DISRUPTIVE DIGITAL : THE NEW NORMAL Agenda DISRUPTIVE DIGITAL 2 • Shift to the New World Order • New Business Paradigms • Hyper-Competitive Enterprise • Digital Roadmap Design FIXING DATE WITH
  3. 3. DISRUPTIVE DIGITAL : THE NEW NORMAL Techtonic Shift : Disruption is the New Normal 63% of the Global Big Companies are facing Disruptions The study from Accenture that analysed more than 3,600 companies with annual revenues of at least $100 million in 82 countries also found that 44 per cent of big companies show severe signs of susceptibility to future disruption. “Industrial Companies are in the Information Business, whether they want to be or not.” - Jeff Immelt Source: Portfolio Research, 2015 Source: Economic Times, Feb, 2018 Source: Mckinsey & Co. , Oct, 2015 Now 55 Bn Messages a Day
  4. 4. DISRUPTIVE DIGITAL : THE NEW NORMAL The Most Disruptive Era Of Our Times!!! Average lifetime of companies is shrinking Startups are making it big in Quick Time 52% Fortune 500 companies have gone bankrupt, been acquired or ceased to exist since 2000 due to Digital Disruption. 35 days For Angry Birds to reach 50 mn users Data & Information are becoming a Disruptive Force Industry Boundaries are blurring 2.6 Trn Market Cap of Platform Companies worldwide90% + Of the Data used in the world is created in the last 2 years 100X
  5. 5. DISRUPTIVE DIGITAL : THE NEW NORMAL 1/6th the cost of voice Brought down by Whatsapp Disruption Innovation & Experimentation Culture a bare necessity Unknown Competitors Emerge with the Capacity to Disrupt The100X Exponential Economy Blurring Industry Boundaries creating New Industries 50Bn Messages a Day 55 Employees $19Bn Valuation WHATSAPP AFFECT ON TELECOM UBERISATION OF TRANSPORT $20Bn Gross Bookings 2016 1Mn Avg. No. of Daily Rides 11K Employees AIRBNB AIRS OFF ACCOMODATION & TRAVEL 3.1K Employees $31Bn Valuation 150Mn Active Usersrs 80% reduction in congestion Technology driving Outcomes 79% reduction in fares Eco-system play creating Black Oceans EXPONENTIAL ECONOMY 40 Mn Guests hosted over 34000+ cities since its creation in 2008 - $2Bn Impact on Lodging Industry
  6. 6. DISRUPTIVE DIGITAL : THE NEW NORMAL Unknown Competitor Emerge with a Capacity to Disrupt DIGITAL PAYMENT WALLET CUSTOMER SOCIAL MEDIA GIANTS Facebook also getting into Marketplace with eCommerce & Payment Gateways INSTANT MESSAGING GIANTS Whatsapp uses its huge Customer base to get into Payment Wallet Business SEARCH ENGINE INTERNET GIANTS Using its clout and hold in Internet, Google enters in the Payment Wallet Market in India with Google Pay PURE PLAY PAYMENT WALLET PLAYERS Paytm, EasyPay, Airtel mpay etc. have been early players. Paytm infact has also built and effective eCommerce Play ECOMMERCE GIANTS Amazon has thrown the towel relying on its huge customer base and value on offer is ecommerce. Online Cab Aggregators Ola introduced Ola Money backed by its hailing cab aggregation business Market Size: $500 Bn by 2020 Growth : 15% Annually
  7. 7. DISRUPTIVE DIGITAL : THE NEW NORMAL DISRUPTIVE DIGITAL 8 The Rate of Change is not increasing linearly or exponentially. Progress is Lumpy, with hard turns, reversals and Dead Ends. - Gartner KEY SHIFTS
  8. 8. DISRUPTIVE DIGITAL : THE NEW NORMAL Ever so expanding Data Eco-System 2Bn population covered by high speed Data Networks 3X times the increase in Devices by 2025 12 Accounts/sec Rate at which Twitter is growing 100 TB uploaded daily to Facebook 87% of the world`s population are mobile subscribers By the year 2019, self-service analytics and business intelligence tools could possibly produce more reliable outputs and data analysis than data scientists, says a report by Gartner. ALWAYS CONNECTED ALWAYS SHARING INTELLIGENCE EMBEDDED
  9. 9. DISRUPTIVE DIGITAL : THE NEW NORMAL INTELLIGENT INFRASTRUCTURE INTELLIGENT PROCESSES INTELLIGENT PRODUCTS TRACKING SERVICE EXPERIANCE MAPPING CUSTOMER JOURNEY ANALYSING CUSTOMER FEEDBACK UNDERSTAND CUSTOMER BEHAVIOUR 10 Customer Centricity take CENTER STAGE Quicker & Informed Decision-Making Intelligence redefines Modern Workspace Reactive to Predictive Operations Insights Driven Culture Collaborative Quotient Learning & Innovation Driven Culture End Point Empowerment Share RespondNetwork Hyper-Connected Internal Eco-System Customer Driven Culture Seek Greater Intelligence Information Generated Data Eco- system Gain Insights WIN CUSTOMERS
  10. 10. DISRUPTIVE DIGITAL : THE NEW NORMAL Integration : You cannot run all alone • GoogleMaps: Over 2 Mn Active Apps & Websites leverage the Google Maps API every week, contributing to growth of over 300% during the last 2 years • Netflix now available on over 250device types • Twitter 14 Bn API Calls/ day • Salesforce.com 50% of Rev by APIs • Expedia 90% of Rev by APIs Through 2020, Integration work will account for 50% of the Time and Cost of Building Digital Platforms -GARTNER
  11. 11. DISRUPTIVE DIGITAL : THE NEW NORMAL Shift from Customer Fulfillment to Customer Engagement EXTENDING RELATIONSHIPS BEYOND TRANSACTIONS PERSONALISATIONSegmentation based on Groups is dead AI, Big Data Micro-Targeting is in Real Time Omni-Channel driven NEXT BEST OFFERS Pre-Defined offers across channels CONTEXTUAL RELEVANCE Customer Centric & Value driven relationships USE DATA TO RETHINK CUSTOMER JOURNEY Self-Service & Automated Conversational Channels Product Centric & Transaction driven relationships Call Center led approach
  12. 12. DISRUPTIVE DIGITAL : THE NEW NORMAL Hyper-Competitive ENTERPRISE Agility & Adaptability WOW Customers
  13. 13. DISRUPTIVE DIGITAL : THE NEW NORMALDISRUPTIVE DIGITAL : THE NEW NORMAL KEY PILLARS 14 LEANER MEANER QUICKERINFRATRUCTURE PROCESSES PEOPLE PRODUCTS/SERVICES INTELLIGENCE INTEGRATION AGILITY ADAPTABILITY Awareness Initial Interest Refined Interest Decision Mindset Purchase First Time Experience Ongoing Derived Value INFRASTRUCTURE DELIVERING UNIQUE EXPERIANCES Contextual & Real-time Decision-Making Agile & Adaptable Infrastructure Sustainable Value Lifecycle Transparency on Operations & Customer Interactions
  14. 14. DISRUPTIVE DIGITAL : THE NEW NORMAL Continuous Journey to Re-Discovering Value 15 Re-CreationDelivery Sustenance Deeper Customer Insights Greater Customer Experience Extended Value Sustenance CONNECT-CONVERGE-COLLABORATE-CO-CREATEVALUE CHAIN EXTENTION WITH ACQUISTIONS CONNECT CONVERGE CO-CREATE
  15. 15. DISRUPTIVE DIGITAL : THE NEW NORMAL TIME TO WAKE UP & SMELL THE COFFEE this is your organisation DISRUPTIVE DIGITAL 16 What you think is attainable is a function of what you know at the moment
  16. 16. DISRUPTIVE DIGITAL : THE NEW NORMAL CHANGE HAS BECOME A CONSTANT: ADAPT Reduce Time to Respond to Change CREATE A DISRUPTIVE CULTURE WITHIN INCREASE CIRCLE OF INFLUENCE ON CUSTBUILD AGILITY & ADAPTABILITY QUOTIENT Enable Decision Making at the Lowest Level Build a Change Culture Abandon Silos & Hierarchies Multi Speed IT Approach Transparent & Open Culture Be Prepared to Disrupt your own Business Questioning Status Quo Culture Innovation Culture Competitive Outlook is not enough, Its critical to have a Disruptive Outlook Customer Engagement Driven Strategy Value Lifecycle Driven Product Strategy Transitional Customer Journey UI, UX with Contextual, Seamless & Consistant redefining Experiential Journey Customer Insights & Behaviour Nirva na INFLUENC E ENABLE INTERA CT CONNECT Awareness Initial Interest RefinedInterest Decision Mindset Purchase FirstTime Experience OngoingExperience Re-Purchase INSIGHT INFLUENCE EXPERIANCE VALUELIFECYCLE
  17. 17. DISRUPTIVE DIGITAL : THE NEW NORMAL Build Engagement & Measure Maturity across the Journeys EXPERIENCE MEASURE BASIC INFORMED INTERACTIVE ENGAGED IMMERSIVE - Disconnected Systems & Touchpoints -Reactive in nature -Reactive in Nature -Proximity advantages play a big role -Focus is more towards awareness -Focus on Interaction across all layer of the consumption cycle -Takes time to build up -Rely a lot on Social Media -Proactive Engagements -Coordinated Touchpoints & Ops -Engaged Customers -Great Content and interactive technologies are critical -Extremely Coordinated Touchpoints & Ops -Transparent & Collaborative -Leverage Complimentary Product Customer Journeys -Ongoing Surprise Element with Pre- emptive and Predictive Nirvana INFLUENCE ENABLE INTERACT CONNECT Awareness Initial Interest RefinedInterest Decision Mindset Purchase FirstTime Experience OngoingExperience Re-Purchase INSIGHT INFLUENCE EXPERIANCE VALUELIFECYCLE
  18. 18. DISRUPTIVE DIGITAL : THE NEW NORMAL Transitional Customer Journeys DISRUPTIVE DIGITAL 19 Awareness Initial Interest Refined Interest Decision Mindset Purchase First Time Use Experience Ongoing Derived Value Awareness Initial Interest Refined Interest Decision Mindset Purchase Awareness Initial Interest Refined Interest COMPLEMENTARY PRODUCT Customer Journey Complementary Product Customer Journey A Customer Journey B PRODUCT A PRODUCT B MAP CUSTOMER JOURNEYS WITH VALUE Re-Discover the Value Game Extend Value Chains through Transitional Customer Journeys from Complementary Products
  19. 19. DISRUPTIVE DIGITAL : THE NEW NORMAL DISRUPTIVE DIGITAL 20 Digital Strategy & Roadmap Design
  20. 20. DISRUPTIVE DIGITAL : THE NEW NORMAL WHERE ARE YOU IN THE JOURNEY? EXPEDITIONER DISRUPTORS EXPLORER EXCAVATOR Unlock Rev Streams & Reach New Markets Data & Insights Driven Culture Extremely Innovative & Disruptive Mindset Extremely Customer Focused Highly Adaptable & Agile Accelerate Cost Efficiencies & Time To Market Process Automation Workforce Mobility Supply Chain Efficiencies Increase Cust Loyalty& Grow Rev AI, ML & Analytics driven CX Omni Channel Consistant Exp Personalised & Contextual Exp Real-Time Experiance Business as Usual CUSTOMERENGAGEMENT ORGANISATIONAL MATURITY DIGITAL MATURITY
  21. 21. DISRUPTIVE DIGITAL : THE NEW NORMALDISRUPTIVE DIGITAL : THE NEW NORMAL DISRUPTIVE DIGITAL 22 AMAZON Customer Engagement Maturity: HIGH Organisational Maturity: HIGH DISRUPTORS Easy Refunds First Call Resolution Fast Service Empowered Customer Service Reps
  22. 22. DISRUPTIVE DIGITAL : THE NEW NORMAL AMAZON.COM A DIGITAL SHOP AROUND THE CORNER ECO-SYSTEM & CX DRIVEN EXISTANCE TRANSITIONAL CUSTOMER JOURNIES • Amazon Prime • Kindle SEAMLESS & Inter-Connected CX FOR PERSONALISATION • Synchronised Baskets from previous screen sessions • Tracking Search History • Consistant Experience across all screens CUSTOMER CONVINIENCE IN FOCUS • Anticipatory Shipping • Drone Enabled Consignment Deliveries • Amazon Echo VALUE LIFECYCLE DRIVEN STRATEGY • Recommendation Engine • Feedback Mechanism • Kindle CEO leads by example: Public email address jeff@amazon.com • Wish List • Product Searches • Shopping Carts • Time the Mouse Hovers over a particular item Collect data from customer online activity Predict items that Customers in a Region may want • Predictive Analytics Tools Fulfillment Center Identifies the Goegraphical Shipping Location Identify the Location for Fulfillment
  23. 23. DISRUPTIVE DIGITAL : THE NEW NORMAL Re-Discovering Value : Amazon Value driven Product Strategy Value driven Product Strategy Nirvana INFLUENCE ENABLE INTERACT CONNECT Awareness Initial Interest RefinedInterest Decision Mindset Purchase FirstTime Experience OngoingExperience Re-Purchase MobileAlerts OnlinePaidContent Loyalty Programs EmailMarketing One Click Ordering GiftConversion INSIGHT INFLUENCE EXPERIANCE VALUELIFECYCLE OnlineCommunities 3rd Party SitesMobile App/ Site Chat/CallCenter CustReviews Recom m endations Affiliate Marketing SEO Fast Refundsand Replacement s Look Inside Same DayDelivery Advertisementsacross allmediums GiftCards Amazon Wallet Amazon Prime KindleFire BundledOfferings Special Offers Multi-LingualSearch Feedback Personalised Portal Chat/CallCenter Email Chat / Call Center
  24. 24. DISRUPTIVE DIGITAL : THE NEW NORMALDISRUPTIVE DIGITAL : THE NEW NORMAL DISRUPTIVE DIGITAL 25 Transformation to DIGITAL DISRUPTORS EXPEDITIONER MASTER EXPLORER EXCAVATOR Enhanced CX Self-Service Channels Extended Eco-system Activated Project Nxt (Digital Investment - 2k cr. ) Build Trust & Transparency
  25. 25. DISRUPTIVE DIGITAL : THE NEW NORMALDISRUPTIVE DIGITAL : THE NEW NORMAL DISRUPTIVE DIGITAL 26 Transformation to DIGITAL EXPEDITIONERS EXPEDITIONER MASTER EXPLORER EXCAVATOR Enhanced CX Self-Service Channels Extended Eco-system Activated Build Trust & Transparency
  26. 26. ENHANCING CX @ TOUCHPOINTS CUSTOMER Complaint Portal Self Service – Web, SMS, Mobile App Online Booking for Retiring Rooms Online Ticket Books including Refund Stations Experiance 67 New Escalators 155 New Lifts 258 Digital Displays Travelling Experiance Acceptance of Mobile Tickets Mobile Charging in General Class Coaches eCatering Live Train Status 1.25 lakh Bio Toilets installed in Train Coaches Wifi at Railway Stations CCTVs to enhance Security CCTVs to enhance Security Modern Trainsets to be introduced Time ValueGained Social Media Platform for grievance redressal This is a sample text here. Insert your desired text here. Again, this is a dummy text here. eCatering Service This is a sample text here. Insert your desired text here. This is a sample text here. Insert your desired text here. Self Service Portal & Mobile App Experience Value Creation Value Sustenance Value Recreation eTickets for travellers
  27. 27. Circle of Influence DecisionMindset Nirvana INFLUENCE ENABLE INTERACT CONNECT Awareness InitialInterestRefinedInterest Purchase FirstTimeExperience OngoingExperience Re-Purchase Wordof Mouth Website PaidContent LoyaltyPrograms Enquiry Counters Ticketing Counters AgentsWeb PortalMobile App AutoPopulate Self Service Features E-Catering Twitter Feeds INSIGHT INFLUENCE EXPERIANCE VALUELIFECYCLE 139Enquiry Service IntegratedSocialMediaPlatform TrainAvailabilityInfo 3rd Party Sites Tour Package s Wi-FienabledStations eTickets/m-Tickets RailDisplayNetwork Railway Budget App Store SEO MobileApp PaymentGateway Email Marketing OnDemandInfo Arrival/Departure OnDemandInfo Arrival/Departure Wi-FienabledStations eTickets/m-Tickets RailDisplayNetworK
  28. 28. DISRUPTIVE DIGITAL : THE NEW NORMALDISRUPTIVE DIGITAL : THE NEW NORMAL “Surviving this Hyper-Competitive World is difficult but not impossible” DISRUPTIVE MINDSET IS THE NEW NORMAL
  29. 29. DISRUPTIVE DIGITAL : THE NEW NORMAL Thank you

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