Consumed by Experience @Macquarie_UniA tale of customer focus, quest for lifelong loyalty and reinvention of serviceby Chi...
Macquarie University Campus Overview- what makes Macquarie Uniquehttp://www.youtube.com/v/YtZmylWOe6Ystart 0m0.0s end 2m16...
Australia’s numberone modern universityQS world university rankings 2012
Macquarie ranks in thetop two per cent of alluniversities on the planetShanghai Jiao Tong rankings 2012
First Australianuniversity licenced to digin Egypt’s Nile Valleyis MacquarieProfessor Naguib Kanawati 1988
Macquarie is home toEarth’s first child MEG andAustralia’s first whole-headadult MEG laboratoriesKIT - Macquarie Brain Resea...
Australia’s only roboticstorage and retrieval libraryis at Macquarie UniversityCompleted and opened in 2011
Macquarie campus ishome for global leaders
New York Times Survey 2011Credit:JeremyPiperGlobal CEOs place Macquarie inthe top five universities forAustralian graduate ...
Macquarie@50$1B capex in five years to 2014$2.6B State Rail line opened 2009$450M bond capital raised 2010$130M Cochlear bu...
Day in our lifeBurn rate: $2.3M/day38,000 students from 100 countries6,000 headcount, 180,000 alumniTrain station, 4000 pa...
CIO Day One
Higher Ed seems than...harder ▲easier ▼Government CorporateOpex funding ▲ ▲Tech diversity ▲ ▲Consultation ▲ ▲Intellectual ...
Higher Ed worldwide is tough...Rise of consumerism and choice ●International competition and student mobility ●Technologic...
Higher Ed downunder is tougher...Varsity sport ecosystem and revenue ● ○Self-determined student services prices ● ○Governm...
http://www.moviespad.com/pictures/29287/survivor-logo/
We want you.And your kids.
We do quarters......of centuries
We live your dream
In webspace, everyonecan hear you scream
#1 Digital CampusVideo: Student Thoughtshttps://truth.mq.edu.au/share/id/mquob5start 0m0.0s end 0m46s720x540 H.264
http://adsoftheworld.com/media/print/bpay_wally
place timeshift...
Source: Duarte Design - http://vimeo.com/14644468
signalnoiseUniversity Servicerealityexpectationbest casefunding
What youofferWhatthey wantSeekers and sources
What youofferWhatthey wantTypical
What youofferWhatthey wantAligned
What youofferWhatthey wantDysfunctional
What youofferWhatthey wantDelusional
What youofferWhatthey wantChapter 11
What youofferWhatthey wantConsumer Relationship. Managed.
CRM Dilemma
student teacherstaffermanagerregulatorresearcher
http://fanart.tv/movie/395/avp-alien-vs-predator/
AdoptionUbiquityHolismSerendipity
Ubiquity1
Metcalfe’s Law
Metcalfe’s Law
Metcalfe’s Law
Ubiquity underpins AdoptionCan’t placeshift and timeshift inpocketsIf you’re not all in, consumers falloff the edges and ge...
Holism2
Consumer RelationsEnquiryroutingCasemanagementFormsroutingKnowledgebaseCampaignmarketingProcessworkflowLeadgenerationPartic...
One bubble at a time
Everything, everytimeSingle view of consumer - Holy grailHorizontal inclusivity > vertical exclusivityEvery touch point ma...
Serendipity3
Wifi126 hectares. Up to 600Mb/s
ask.mq.edu.au02000.004000.006000.008000.0010000.00March May July September November JanuaryEnquries
SerendipityProactive engagement has a retention side effectCRM interaction feedback loop detects spikes,allows faster cours...
AdoptionUbiquityHolismSerendipity
http://thisisindexed.com/2011/09/paying-for-what-you-want/How?
Tech Dilemmashigh touch, high service ➡ cost inflationconsumerism ➡ heterogeneitycapex ➡ opexnew revenue ➡ 0http://wallpape...
There’s a link for that
What works at scale? Think...No manuals, training or onsite peopleGreat artists steal
cloudfirstcrowdbestconsumer computing+http://www.soundgrooverecords.com/graphics3/sgr-crowd.png
Go to marketConsumerism Product Design Immaterialism(not service)
TrackeriLearn MapsiLabiPrintTruthSpace StormDatamartDatabankDatamodel
One CRM to bind themTrackerpowered by
Decisions, decisionsHorizontal not verticalAdaptableBody politic simpaticoRelative valueCustomisableOpen source, discretio...
Consumer relationshipsare continuousThe journey is the goal,not the rewardmailto:cio@mq.edu.auhttp://cio.mq.edu.au@marcpba...
Video:Macquarie University Campus Tourhttp://www.youtube.com/v/sH5DLFHX9w4start 0m0.0s end 1m23s1080p H.264
SugarCon 2013: Consumed by Experience @Macquarie_Uni
SugarCon 2013: Consumed by Experience @Macquarie_Uni
Upcoming SlideShare
Loading in …5
×

SugarCon 2013: Consumed by Experience @Macquarie_Uni

684 views

Published on

Marc Bailey, Macquarie University

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
684
On SlideShare
0
From Embeds
0
Number of Embeds
51
Actions
Shares
0
Downloads
12
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

SugarCon 2013: Consumed by Experience @Macquarie_Uni

  1. 1. Consumed by Experience @Macquarie_UniA tale of customer focus, quest for lifelong loyalty and reinvention of serviceby Chief Information Officer Marc Baileyhttp://freeaussiestock.com/free/Australiana/slides/aussie_beach.htm
  2. 2. Macquarie University Campus Overview- what makes Macquarie Uniquehttp://www.youtube.com/v/YtZmylWOe6Ystart 0m0.0s end 2m16.89s1080p H.264
  3. 3. Australia’s numberone modern universityQS world university rankings 2012
  4. 4. Macquarie ranks in thetop two per cent of alluniversities on the planetShanghai Jiao Tong rankings 2012
  5. 5. First Australianuniversity licenced to digin Egypt’s Nile Valleyis MacquarieProfessor Naguib Kanawati 1988
  6. 6. Macquarie is home toEarth’s first child MEG andAustralia’s first whole-headadult MEG laboratoriesKIT - Macquarie Brain Research Laboratory 2008
  7. 7. Australia’s only roboticstorage and retrieval libraryis at Macquarie UniversityCompleted and opened in 2011
  8. 8. Macquarie campus ishome for global leaders
  9. 9. New York Times Survey 2011Credit:JeremyPiperGlobal CEOs place Macquarie inthe top five universities forAustralian graduate recruitment
  10. 10. Macquarie@50$1B capex in five years to 2014$2.6B State Rail line opened 2009$450M bond capital raised 2010$130M Cochlear building 2011Station Commercial Precinct 2014Australian School of AdvancedMedicine 2008$50M Aquatic Centre 2009$235M University Hospital 2010187 beds 16 theatres$94M University Library 2011Robotic storage and retrieval$130M Australian Hearing Hub 2013Corp, Gov, Edu audiology together
  11. 11. Day in our lifeBurn rate: $2.3M/day38,000 students from 100 countries6,000 headcount, 180,000 alumniTrain station, 4000 parking spaces4750 food court meals/dayEleven restaurants and two hotels6850 rooms/spaces in 96 buildings4 super faculties, 12 dormitoriesGraduate management and medicalschoolsOpen University, Applied FinanceCentre, NSW education centre100+ clubs and societies16,000 concurrent wifi connections1000 classes/dayHospital, forest, observatory, pool,barn, lake, printery, shops, banks...12 corporate subsidiary entities20 TB intranet app core transit40 TB internet border transit
  12. 12. CIO Day One
  13. 13. Higher Ed seems than...harder ▲easier ▼Government CorporateOpex funding ▲ ▲Tech diversity ▲ ▲Consultation ▲ ▲Intellectual property ▲ ▲Capex funding ▲ ▼Complexity ▼ ▲Mission ▼ ▲Transparency ▼ ▲Regulation ▼ ▲Procurement ▼ ▲Change propensity ▼ ▲Bandwidth ▼ ▼
  14. 14. Higher Ed worldwide is tough...Rise of consumerism and choice ●International competition and student mobility ●Technological disruption ●Volume explosion, margin decline ○Democratisation of accreditation ○Global markets seismic shift in capital ○Investment decline ○
  15. 15. Higher Ed downunder is tougher...Varsity sport ecosystem and revenue ● ○Self-determined student services prices ● ○Government funding independence ● ○Significant private endowment ● ○Regulated undergraduate fee caps and placements ○ ●Commuter campus culture ○ ●Unionised employment environment ○ ●
  16. 16. http://www.moviespad.com/pictures/29287/survivor-logo/
  17. 17. We want you.And your kids.
  18. 18. We do quarters......of centuries
  19. 19. We live your dream
  20. 20. In webspace, everyonecan hear you scream
  21. 21. #1 Digital CampusVideo: Student Thoughtshttps://truth.mq.edu.au/share/id/mquob5start 0m0.0s end 0m46s720x540 H.264
  22. 22. http://adsoftheworld.com/media/print/bpay_wally
  23. 23. place timeshift...
  24. 24. Source: Duarte Design - http://vimeo.com/14644468
  25. 25. signalnoiseUniversity Servicerealityexpectationbest casefunding
  26. 26. What youofferWhatthey wantSeekers and sources
  27. 27. What youofferWhatthey wantTypical
  28. 28. What youofferWhatthey wantAligned
  29. 29. What youofferWhatthey wantDysfunctional
  30. 30. What youofferWhatthey wantDelusional
  31. 31. What youofferWhatthey wantChapter 11
  32. 32. What youofferWhatthey wantConsumer Relationship. Managed.
  33. 33. CRM Dilemma
  34. 34. student teacherstaffermanagerregulatorresearcher
  35. 35. http://fanart.tv/movie/395/avp-alien-vs-predator/
  36. 36. AdoptionUbiquityHolismSerendipity
  37. 37. Ubiquity1
  38. 38. Metcalfe’s Law
  39. 39. Metcalfe’s Law
  40. 40. Metcalfe’s Law
  41. 41. Ubiquity underpins AdoptionCan’t placeshift and timeshift inpocketsIf you’re not all in, consumers falloff the edges and get shuntedaround inconsistentlyIronically utility pricing isproblematicBecause you need everybody
  42. 42. Holism2
  43. 43. Consumer RelationsEnquiryroutingCasemanagementFormsroutingKnowledgebaseCampaignmarketingProcessworkflowLeadgenerationParticipation ● ● ● ●Student services ● ● ● ● ●International recruitment ● ● ● ● ●Research office ● ● ● ●Graduate schools ● ● ● ●HR and administration ● ● ●Global programmes ●Incubation ● ● ● ●
  44. 44. One bubble at a time
  45. 45. Everything, everytimeSingle view of consumer - Holy grailHorizontal inclusivity > vertical exclusivityEvery touch point mattersEvery quality variation matters‣ Because experience is as much felt byconsistency as quality
  46. 46. Serendipity3
  47. 47. Wifi126 hectares. Up to 600Mb/s
  48. 48. ask.mq.edu.au02000.004000.006000.008000.0010000.00March May July September November JanuaryEnquries
  49. 49. SerendipityProactive engagement has a retention side effectCRM interaction feedback loop detects spikes,allows faster course correction in unforseen ways‣ Example: enrollment miscodinghttp://wallpapers.free-review.net/32__Apple_Apps_for_Everything.htm
  50. 50. AdoptionUbiquityHolismSerendipity
  51. 51. http://thisisindexed.com/2011/09/paying-for-what-you-want/How?
  52. 52. Tech Dilemmashigh touch, high service ➡ cost inflationconsumerism ➡ heterogeneitycapex ➡ opexnew revenue ➡ 0http://wallpapers.free-review.net/32__Apple_Apps_for_Everything.htm
  53. 53. There’s a link for that
  54. 54. What works at scale? Think...No manuals, training or onsite peopleGreat artists steal
  55. 55. cloudfirstcrowdbestconsumer computing+http://www.soundgrooverecords.com/graphics3/sgr-crowd.png
  56. 56. Go to marketConsumerism Product Design Immaterialism(not service)
  57. 57. TrackeriLearn MapsiLabiPrintTruthSpace StormDatamartDatabankDatamodel
  58. 58. One CRM to bind themTrackerpowered by
  59. 59. Decisions, decisionsHorizontal not verticalAdaptableBody politic simpaticoRelative valueCustomisableOpen source, discretionaryrisk profileTrackerpowered by
  60. 60. Consumer relationshipsare continuousThe journey is the goal,not the rewardmailto:cio@mq.edu.auhttp://cio.mq.edu.au@marcpbailey
  61. 61. Video:Macquarie University Campus Tourhttp://www.youtube.com/v/sH5DLFHX9w4start 0m0.0s end 1m23s1080p H.264

×