ThoughtWorks Retail | Simplifying Complexity by Dan McMahon
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This document discusses complexity in retail and how to simplify it. It notes that complexity has become a problem as technology, suppliers, consumers, and teams have added to it. However, complexity can be reduced by focusing on the customer experience through service design and empowering sales associates with technology that removes mental tasks and allows them to focus on experiential selling. The key is to gradually introduce new capabilities, give employees control, and design experiences for the team as well as the customer.
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OPTIMIZING THE CUSTOMER EXPERIENCE HAS BEEN THE HOTTEST TOPIC AMONGST BRAND MARKETERS OVER THE LAST FIVE YEARS. USING AUTOMATION TO ACCESS AND LEVERAGE FIRST-PARTY DATA, ORGANIZE AND DISTRIBUTE CONTENT AT A RAPID PACE, AND IMPLEMENTING ANALYTICS TO APPLY LEARNINGS AND OPTIMIZATION THROUGHOUT THE MARKETING CYCLE, MARKETERS NOW (OR SOON WILL) HAVE THE MACHINE OF THE FUTURE AT THE CENTER OF THEIR ORGANIZATION. BUT WITH THIS NEW FOUND EFFICIENCY, WHAT’S NEXT? IT IS PREDICTED THAT BY 2021, THE CMO’S FOCUS WILL MOVE FROM AUTOMATION TO PROFITABILITY. IN THIS PRESENTATION I SHARE PERSPECTIVE FOR MARKETERS TO OPTIMIZE THEIR ORGANIZATION, JUSTIFY SPENDS, CONTINUE TO APPLY A COMBINATION OF ART AND SCIENCE AND, ULTIMATELY, PREPARE FOR THE PIVOT TO DEMONSTRATED PROFITABILITY.
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In this age of business, the speed and quality of a company’s execution matters more than ever before. Design has earned a seat at the executive table and in part because of this designers need the tools to articulate their business impact. It’s important to design in such a way that realistically looks at the potential impact (ROI) and creates consistent design velocity for a company. It’s important that we set certain expectations when setting up a company to increase our chances of success.
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Who is this talk for:
Designers who want to understand how they can think about design to achieve their goals faster in a more powerful way as well as articulate the value of and advocate for what they are working on to people outside of the design team.
Design managers, executives and senior level designs interested in manifesting team environments that create high quality design work while maximizing the impact of design on the business.
Startup founders who want to incorporate design thinking into their organization in a way that catalyzes the realization of business goals across all areas of the organization.
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Presentation from a recent, joint Capgemini - Badgeville event in Sydney, Australia on the role of enterprise gamification in digital transformation.
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Here the slides for the talk I am giving at an event organized by Enterprise Ireland. I am quite honored to speak together with Prof Henry Chesbrough, author of Open Business Models... He is opening the conference with his talk, while I am concluding.
Business Model Temp
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73% of Americans believe customer experience is a crucial factor in their purchasing decision. While
80% of leaders believe they deliver a superior customer experience, only 8% of customers agree.
Operationalizing a unified customer experience that reflects the purpose & manner of the brand is a top priority for most organizations today. But how do you break down the barriers that stand in the way of a superior customer experience?
Join our webinar as we dissect these challenges that many organizations face:
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As a product manager, your entire job revolves around deciding what you need to do next, in other words, having a product strategy. Successful product strategy means balancing all factors such as internal capabilities, competitive landscape, user needs and available opportunities. Moharyar discusses these challenges and provides a few simple frameworks one can apply to assess which direction to take to ensure the overall success of their product.
Moharyar has over 5 years’ experience as a product manager, working for companies such as Apple, Bell and Loblaw Digital. Moharyar is passionate about early stage start-ups and is a lead instructor for Product Management at BrainStation. His background in engineering, combined with his Master's in Business Administration from Queen's University, has allowed him to develop a deep understanding of product management. Moharyar blogs on popular Product concepts and at one point was the number 1 “Most Viewed Author” on Minimum Viable Product on Quora.
You can find Moharyar on Twitter @MoeAli454
---------------------------------
Join us in the #toronto channel on Slack: http://slack.mindtheproduct.com/
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- 1. SIMPLIFYING COMPLEXITY - DISCUSSION Dan McMahon - Head of Retail APAC @dan_mcmahondmcma@thoughtworks.com
- 4. WHAT IS COMPLEXITY? WHY COMPLEXITY WHY NOW?
- 5. WHY HAS IT BECOME A PROBLEM NOW?
- 6. WHY HAS IT BECOME A PROBLEM NOW?
- 7. WHAT IS THE ARCHAEOLOGY OF YOUR BUSINESS?
- 8. COMPLEXITY IS WINNING -n ( )= n! (n-2)!2! n 2 = n2 2
- 9. COMPLEXITY
- 10. THE SPREADSHEET QUOTIENT # of Per employee
- 11. WHERE DOES COMPLEXITY COME FROM? TECHNOLOGY SUPPLIERS & PARTNERS CONSUMERS TEAMS
- 12. THE RISE OF THE MACHINES
- 13. EXTERNAL ENERGY PHYSICAL ACTIVITY DONE BY HUMANS
- 14. DIGITISATION
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- 19. THE 4th INDUSTRIAL REVOLUTION Unlimited possibilities The WEF has recently given the name “4th industrial revolution” to the oncoming technological revolution that will fundamentally alter the way we live, work and relate to each other.
- 20. “There are a lot of things I see Libratus do that I really like. However, they are really only possible because they are mixed and randomized by the reasoning of a computer,” says Les. “Its balanced dispersion of hand ranges into different actions is not really feasible for the human mind to imitate correctly.” WHAT IS ARTIFICIAL INTELLIGENCE THEN?
- 21. EXTERNAL ENERGY MENTAL ACTIVITY DONE BY HUMANS
- 23. EXTERNAL ENERGY MENTAL ACTIVITY "Alexa, who is Lady GaGa?"
- 24. EXTERNAL ENERGY "Alexa, which insurance should I buy?" "Alexa, get me some more milk and bread ... and chocolate"
- 26. THE CRAP IN ANALYTICS PRESENTATIONS
- 28. SO HOW SHOULD IT WORK? TECHNOLOGY SUPPLIERS & PARTNERS CONSUMERS TEAMS
- 29. HOW SHOULD IT WORK ? TECHNOLOGY SUPPLIERS & PARTNERS CONSUMERS TEAMS
- 30. THE ROLE OF SERVICE DESIGN Process of appointment booking highlighting customer touch points, data, customer experience, business impact and opportunities for improvements. Dashboard measuring completion rate and time, digital take-up and user satisfaction. Front and back stage mapping. Usability testing.
- 32. Ihopetheydon’tjustbuyaretail clientelingtoolandmakeususeit. Becausethat’snotwhatwedo. Source: Store visit, Madison Avenue, New York 11.09.15
- 33. PROVIDING INFORMATION PROVIDING DIFFFERENTIATING EXPERIENCES SALES ASSOCIATE 1.0 SALES ASSOCIATE 2.0
- 34. CHANGING THE ALLOCATION OF TIME STOCK / ADMIN SELLING TRANSACTING EXPERIENTIAL SELLING SALES ASSOCIATE 1.0 SALES ASSOCIATE 2.0 Where does the time come from? ‣ Making the world easier AND/OR ‣ Making them better at what they do
- 35. CONTINUOUS LEARNING TECH CHANGE IS GRADUAL ZERO EFFORT • Focus on how to take your best merchants and skill them on modern methods • Experiment with integrating new capability • Use technology to introduce removal of mental activity before physical activity • Give the people control • Product teams iterate with business teams to abstract away complexity• Flip service design around to focus on the experience of your team • Use the CX skills you've already built Key take-away
- 36. • xxx THANK YOU Dan McMahon @dan_mcmahondmcma@thoughtworks.com