The document discusses disruptive innovation in customer experience. It profiles several famous disruptors including Steve Jobs, Elon Musk, Angela Ahrendts, and Tony Fadell. While phones are still the top customer service channel, preferences are rapidly shifting to email, chat, and social media. Research also shows that customer engagement is driven by emotional experience, resolution level, and effort required. The document advocates that companies must disrupt their own customer experience or risk being disrupted by others.

1. Disruptive Customer
Experience

2. dis·rupt
“to cause (something) to be unable to continue in the normal way : to
interrupt the normal progress or activity of (something)” Merriam-Webster

3. The King of All Disruption
"Innovation distinguishes between a leader and a
follower." ("The Innovation Secrets of Steve Jobs," 2001)
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4. When Jobs returned to Apple the computer looked like…
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5. He challenged his design team to “think differently”
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6. This is what they came up with…
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7. Which led to one innovation after another
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8. And redefined the
way we buy and
consume media
today
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9. Other Famous ‘Disruptors’

10. Elon Musk
I am the
real life
IronMan
TESLA Motors

Founded in 2003

Tesla Roadster, the first fully electric
sports car

Began production of Model S luxury
sedan in 2012

Global Sales of Tesla S have now
surpassed 25,000

Tesla S now has 43% Canadian EV
Market Penetration
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Oh ya…I
also
manufacture
spacecraft
and launch
rockets!!!
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11. Angela Ahrendts
Oh ya… I am
heading to Apple
as Global Retail
& Online Head
Burberry

Established in 1856

Most famous for their iconic trench coat –
worn by Humphery Bogart in Casablanca

When Ahrendts joined Burberry in 2006 they
had lost their mojo

Revenues tripled under Ahrendts and
Burberry became cool and fashion forward
again

Ahrendts also recognized that if you wanted
to sell a premium product for a premium price
you had to provide a premium customer
experience.
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I made
plaid cool
again!
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12. Tony Fadell & Matt Rogers
We just sold out
company to
Google for $3.2B
Nest Labs

Co-founded by former Apple engineers Tony
Fadell and Matt Rogers in 2010

Tony Fadell known as "one of the fathers of
the iPod” for his work on the 1st generation
product

Nest was named one of MIT Technology
Review’s 50 Disruptive Companies 2013
edition

Developed a $250 sensor-driven, Wi-Fienabled, self-learning, programmable
thermostat that has revolutionized the
industry.

It is estimated that Nest ships between 40,000
& 50,000 thermostats/month
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We now
also make
smoke
detectors
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13. Level Setting
The current state of Customer Experience in Utilities

14. Phone is still #1 with your customers
According to research by consulting firm Fifth Quadrant. In
2012:
•
For 71 % of consumers, talking with a live agent over the phone was
still the top preference, especially for registering complaints (66 %),
making purchases (62 %), and asking technical questions (70 %)
•
Live agents resolved 88 % of issues on the first attempt; for interactive
voice response (IVR) systems, it was 81%. Web self-service had the
lowest resolution rate at 66 %.
Source: CRM Magazine, April 2013
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15. However it is losing ground rapidly to email, chat & social
•
In Fifth Quadrant's rankings, the phone dropped 15 percentage points
in the past year alone, down from 86 % in 2011.
•
At the same time, consumer preference for email grew to 64 %, up
from 51 % in 2011.
•
Chat grew to 28 %, up from 19 % in 2011.
•
Text and social media came in at 10 % each, up from 4 % and 3 %
respectively in 2011.
Source: CRM Magazine, April 2013
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16. But wait, there is more…
Research demonstrates that the top
three statistically significant factors
driving customer engagement and
advocacy are the customer’s:
•
1) emotional experience during a
service interaction
•
2) level of resolution achieved, and
•
3) degree of effort expended in the
interaction
Source: Whitepaper: Social Media as a Customer
Service Channel: Key Considerations, Fifth Channel
Consulting
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17. Social Media Stats
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18. Social Media Stats
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19. How SAP is helping

20. 2014
Pre2013
2013
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21. © 2013 SAP AG. All rights reserved.
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22. The Choice
Disrupt or be disrupted!

23. Do you want to be…
Or
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24. THANK YOU!