Digital Strategy and Customer Centricity - It is not about digital!
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The document discusses the importance of understanding customer needs and adapting to rapid technological changes rather than focusing solely on going 'digital'. It highlights trends such as personalization and the need for businesses to engage with technology to enhance customer experiences. The key message is that digital transformation should solve real problems and improve customer satisfaction, leading to happy shareholders.
Digital Strategy and Customer Centricity - It is not about digital!
- 1. 3 THE CUSTOMER EXPERIENCE COMPANY DIGITAL STRATEGY AND CUSTOMER CENTRICITY - IT IS NOT ABOUT DIGITAL! 21 NOVEMBER 2014
- 2. THERE’S AN AWFUL LOT OF HYPE AROUND DIGITAL, FROM MANY SOURCES. Paul Wilmot
- 3. EVERYONE TELLING US TO GO “DIGITAL”
- 5. LOTS OF COMPANIES DOING THIS, FOR EXAMPLE..
- 6. Source: Digital disrup3on -‐ Harnessing the ‘bang’, Deloie “The digital landscape moves very quickly. You need to stay ahead of developments and be sufficiently educated – or advised – to judge the difference between an important innovation and a fad.” “Consumer segments will become redundant as technology enables a level of personalisation that drills right down to the individual.” - Shawn Blackmore Source: Social Disruption – Harnessing the Bang, Deloitte
- 7. THE FASTEST GROWING BANK IN AUSTRALIA “The world had changed; we had seen a massive shift in technology’s capabilities, communications and trust. The key choice was how to work with these trends and respond in an uncertain world.” “Harnessing big data to develop offerings that are absolutely focussed on the evolving and constantly growing needs and desires of the customer.” - Alex Twigg Source: Social Distruption – Harnessing the Bang, Deloitte
- 8. CREATING THE MALL OF THE FUTURE “Digital storefronts, digital in-centre signage, click and collect hubs, wi-fi networks, frictionless car parking payment services, mobile food service apps and the searchable mall web platform that integrates retailers, helps shoppers find what they want.” “Business needs to get curious around technology and how it impacts customer behaviour. Get testing, get learning, and get close to the technological future. Define your competitive context and then imagine different scenarios for the future” - John Batistich Source: Social Disruption – Harnessing the Bang, Deloitte
- 9. DIGITAL SOLVING PROBLEMS AT STARBUCKS, TELSTRA AND AUSPOST
- 12. Company name -‐ Project name 1 Decembe r 2014 Australia Post Digital Mailbox }}} 2013 - an independent product
- 13. Re-branded myPost Digital Mailbox 2014 - just part of the myPost }}} products
- 14. BUT WHAT’S REALLY HAPPENING?
- 15. IT’S ABOUT EXPONENTIAL GROWTH; HERE’S AN EASIER WAY TO EXPLAIN
- 16. YOU ARE HERE
- 17. “I GOT A WEBSITE”
- 18. “I GOT MOBILE SOCIAL MEDIA”
- 19. “I GOT BIG DATA”
- 20. “I CAN KEEP UP” 2018
- 21. WHAT’S TRENDING UP, AND TRENDING DOWN?
- 22. GOING DOWN • Price of high-end technology solutions • Time-to-market • Brand projection • Attention span • Time to frustration GOING UP • Number of channels • Size of digital teams • Number of ideas • Information overload • Power of social • Prosuming
- 23. 1. DIGITAL IS NOT THE ANSWER, SOLVE A REAL PROBLEM 2. EXPONENTIAL PACE OF CHANGE 3. CUSTOMER IS THE CONSTANT, UNDERSTAND THEM
- 24. VIABLE DESIRABLE FEASIBLE HAPPY CUSTOMERS HAPPY SHAREHOLDERS!
- 25. BEING COLLABORATIVE IS: 1. FOCUSING ON WHAT YOU DO BEST 2. ENGANGING CONVERSATION WITH USERS 3. KEEP UP WITH CHANGE
- 26. THANK YOU RAJ MENDES raj.mendes@customerexperience.com.au