Matt Candy - Reinventing Experiences for Growth - Digital Cream London 26 March 2014
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Outperforming organisations not only listen, but collaborate extensively with customers. Collaboration through digital and physical integration represents the next wave of innovation.
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Matt Candy - Reinventing Experiences for Growth - Digital Cream London 26 March 2014
- 1. Reinventing Experiences for Growth Matthew Candy @matthewcandy IBM Interactive Experience @ibminteractive
- 2. The customer-activated enterprise is here Market Shift • 4,183 face-to-face CxO conversations • 70 countries across 20 industries 600 CSCOs 4,500 CFOs 1,500 CHROs 2,200 CMOs 7,000 CIOs 6,300 CEOs Since 2004
- 3. Source: Question CEO1–Who has the most influence on your strategic vision and business strategy?; n=884 [CEO only] Customers 55% C-Suite 78% Board of Directors 53% Corporate strategy function 44% Non-exec senior leadership 26% Key business partners 25% Parent company 23% Market Shift Voice of the board: key influencers on business strategy
- 4. 46% Today 90% 3 to 5 Years Source: Question B2–How strong is your collaboration with customers?; n=2,926 to 2,929 more96% 46% 90% Outperforming organisations not only listen, but collaborate extensively with customers Market Shift
- 5. 90% 32%of consumers expect personalisation claim to be highly effective at engaging individual customers only Source: IBM Institute for Business Value and Center for Applied Insights
- 6. Source: Question B4 What kind of digital strategy does your enterprise have?; n=2,869 Integrated digital-physical strategy Limited digital strategy No Digital strategy 31% 33% 36% Collaboration through digital and physical integration represents the next wave of innovation Market Shift
- 7. 4 strategies for reinvention
- 8. 1Data is the new natural resource
- 10. 2Extend physical experiences with digital
- 11. 3Use digital to enhance personal engagement
- 12. All English Lawn Tennis Club Founded 1868
- 13. Heritage: tennis in an English country garden. Wimbledon is about heritage and innovation: Innovation: that helps support the event.
- 14. Digital was the only way to go. Making content accessible and interactive. Wherever. Whenever.
- 15. Focus on the customer experience. We put the fans at the heart of the action.
- 16. Available on any mobile device. Lightweight version of .com. Mobile web use
- 17. iOS and Android apps. 1,954,832 Wimbledon apps downloaded. Smartphone app
- 18. Tablet app Very media rich. Unique content to allow a more immersive experience.
- 19. Slamtracker
- 20. Listening to the conversation. 6.6 million tweets analysed 300,000 digital content changes per day
- 21. 4Create experiences that bring people together Video: http://bit.ly/1dxq7IO
- 22. Data is the new natural resource Extend physical experiences with digital Use digital to enhance personal engagement Create experiences that bring people together Recap 1 2 3 4