What is digital disruption?

1. Manfred van Gurchom
DISRUPT your Customer Experience

2. Copyright © 2014 Capgemini Consulting. All rights reserved.
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DISRUPTION

3. Copyright © 2014 Capgemini Consulting. All rights reserved.

4. 4DCX - Advantage you 2015
Disruptive markets, new competitors, employees agitated

5. 5DCX - Advantage you 2015
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6. 6DCX - Advantage you 2015

7. Copyright © 2014 Capgemini Consulting. All rights reserved.

8. 8DCX - Advantage you 2015
Disruptive technologies
Clayton Christensen (Harvard): ‘describes a process by which a product or service
takes root initially in simple applications at the bottom of a market and then relentlessly
moves up market, eventually displacing established competitors’
Performance
Time
Performance improvement
mainstream
Potentially disruptive technology

9. 9

10. 10DCX - Advantage you 2015
Disruptive technologies: Example
Clayton Christensen (Harvard): ‘describes a process by which a product or service
takes root initially in simple applications at the bottom of a market and then relentlessly
moves up market, eventually displacing established competitors’
Performance
Time

11. 11DCX - Advantage you 2015
Our clients need to adapt faster
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Causes for slow responses

12. 12DCX - Advantage you 2015
Digital has informed
and amplified customer
expectations
Digital is removing
traditional constraints
in operations
Digital business models can
reorder value chains and
create new opportunities
Business
Model
Customer
Experience
Operations
Digitally-modified businessCustomer Understanding Process digitization
New digital businessTop Line Growth Worker enablement
Digital globalisationCustomer Touch Points Performance management
We can help our clients amidst these digital disruptions

13. 13DCX - Advantage you 2015
Title
Digital. Two steps ahead