Powering Innovation in Canada The Digital Customer Experience November 4, 2008 Adam Froman  P.Eng. MBA President & CEO
<ul><li>INNOVATION </li></ul><ul><li>CHANGE </li></ul><ul><li>CUSTOMER </li></ul>
<ul><li>Innovation </li></ul><ul><li>A creation, a new device or process, resulting from study and experimentation </li></ul>
<ul><li>A Driver of Change </li></ul><ul><li>The expectation of the consumer is changing and adapting FASTER than technolo...
<ul><li>Focusing on the Customer </li></ul><ul><li>the DIGITAL CUSTOMER EXPERIENCE  </li></ul><ul><li>is INNOVATION </li><...
 
 
<ul><li>Widget-itis  </li></ul><ul><li>This is the compulsion to include the latest and greatest widgets on a website. </l...
<ul><li>Obsessive Content Disorder (OCD)  </li></ul><ul><li>OCD is an irrational fear of removing old content from a websi...
<ul><li>Data-pox  </li></ul><ul><li>This digital disease causes a healthy customer immune system to be overwhelmed by intr...
<ul><li>Ad-theria  </li></ul><ul><li>Ad-theria is often caused when marketers feel so strongly about advertising other pro...
<ul><li>Mono-typosis  </li></ul><ul><li>This is apparent when a customer experience prohibits contact, connection or conve...
<ul><li>Navigation Deficiency Virus (NDS)  </li></ul><ul><li>This disease forms when a company provides so little ability ...
<ul><li>Innovation </li></ul><ul><li>A creation, a new device or process, resulting from study and experimentation </li></ul>
<ul><li>Charles Darwin </li></ul><ul><li>“ It is not the strongest of the species that survive, nor the most intelligent, ...
A Loaded & Overloaded Families B Western Prosperous & Practical C Young Technophile Families D Dot Conservative Families E...
Canadian Opera Company’s  Digital MOSAIC Segments Almost 85% 15% 1% Source: COC customer file, Delvinia Insight Engine, De...
Target Audiences
<ul><li>DIGITAL CUSTOMER EXPERIENCE </li></ul>
INDUSTRY ACADEMIC INSITUTIONS GOVERNMENT
Adam Froman President & CEO [email_address] Delvinia Group of Companies 214 King Street West, Suite 214  Toronto Canada M5...
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Delvinia Digital Diseases

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Each day, companies are making costly mistakes in the digital arena and disengaging customers. Delvinia, a pioneer and authority in interactive design and digital marketing solutions, has seen a lion's share of companies who make the same mistakes time and again. Although there are thousands of diseases lurking in the digital world today, Delvinia has put together the most common mistakes in the digital space.

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  • First of all, I’d like to thank ORION and CANARIE for inviting me today. I am honoured to be included on such a distinguished list of speakers. I’m not a chancellor of a university or a bestselling author, but I do know a little bit about innovation and digital technology after over 15 years in the industry. My company, Delvinia, was born out of innovation in the digital space – so today I am happy to share my point view as a Canadian entrepreneur who’s been innovating in Canada for more than a decade
  • Delvinia Digital Diseases

    1. 1. Powering Innovation in Canada The Digital Customer Experience November 4, 2008 Adam Froman P.Eng. MBA President & CEO
    2. 2. <ul><li>INNOVATION </li></ul><ul><li>CHANGE </li></ul><ul><li>CUSTOMER </li></ul>
    3. 3. <ul><li>Innovation </li></ul><ul><li>A creation, a new device or process, resulting from study and experimentation </li></ul>
    4. 4. <ul><li>A Driver of Change </li></ul><ul><li>The expectation of the consumer is changing and adapting FASTER than technology itself </li></ul>
    5. 5. <ul><li>Focusing on the Customer </li></ul><ul><li>the DIGITAL CUSTOMER EXPERIENCE </li></ul><ul><li>is INNOVATION </li></ul>
    6. 8. <ul><li>Widget-itis </li></ul><ul><li>This is the compulsion to include the latest and greatest widgets on a website. </li></ul>
    7. 9. <ul><li>Obsessive Content Disorder (OCD) </li></ul><ul><li>OCD is an irrational fear of removing old content from a website. </li></ul>
    8. 10. <ul><li>Data-pox </li></ul><ul><li>This digital disease causes a healthy customer immune system to be overwhelmed by intruding tools, data and options that often make the site's core purpose convoluted, difficult and frustrating. </li></ul>
    9. 11. <ul><li>Ad-theria </li></ul><ul><li>Ad-theria is often caused when marketers feel so strongly about advertising other products and services – either their own or other advertisers – at the expense of the customer’s experience. </li></ul>
    10. 12. <ul><li>Mono-typosis </li></ul><ul><li>This is apparent when a customer experience prohibits contact, connection or conversation with a brand or company. </li></ul>
    11. 13. <ul><li>Navigation Deficiency Virus (NDS) </li></ul><ul><li>This disease forms when a company provides so little ability to navigate based on the fact there’s way too much content. </li></ul>
    12. 14. <ul><li>Innovation </li></ul><ul><li>A creation, a new device or process, resulting from study and experimentation </li></ul>
    13. 15. <ul><li>Charles Darwin </li></ul><ul><li>“ It is not the strongest of the species that survive, nor the most intelligent, but the ones most responsive to change” </li></ul>
    14. 16. A Loaded & Overloaded Families B Western Prosperous & Practical C Young Technophile Families D Dot Conservative Families E Urban French Unplugged F Multicultural Cyber Socials G Young City Clickers H Social-e-Inclined Families I Rural Ontario Low Techs J E-tired Empty Nesters K Single Metrotechs L Semi-Wired on the Prairies M Rural Quebec Not Coms N Ethnic Tech-Enthusiasts O Mature East Coast Surfers P Small Town Digital Dreamers Q Mature Net Neutrals R Young Aspiring Social Surfers S Mature Small Town Techno Pas T Young Quebec Tech-Novices Delvinia Digital MOSAIC™
    15. 17. Canadian Opera Company’s Digital MOSAIC Segments Almost 85% 15% 1% Source: COC customer file, Delvinia Insight Engine, Delvinia analysis LEGEND Key Customer Secondary Customer Low Potential Off Strategy
    16. 18. Target Audiences
    17. 19. <ul><li>DIGITAL CUSTOMER EXPERIENCE </li></ul>
    18. 20. INDUSTRY ACADEMIC INSITUTIONS GOVERNMENT
    19. 21. Adam Froman President & CEO [email_address] Delvinia Group of Companies 214 King Street West, Suite 214  Toronto Canada M5H 3S6 P  416.364.1455 ext. 222 F 416.364.9830  W www.delvinia.com Thank you

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