I N N O V A T I O N S S T R A T E G I E N f ü r S m a r t D a t a im E - C o m m e r c e

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1 D R. A L E X A N D E R B O R E K T W I T T E R B I G D A T A R I S K I N N O V A T I O N S S T R A T E G I E N f ü r S m a r t D a t a im E - C o m m e r c e Blog: executingdigital.com 2015 Copyright

2 W H A T I S D I G I T A L B U S I N E S S? E m e r g i n g t r e n d o f o r g a n i z a t i o n s c r e a t i n g n e w b u s i n e s s d e s i g n s b y b l u r r i n g t h e p h y s i c a l a n d d i g i t a l w o r l d s. N e x u s o f F o r c e s : S o c i a l M o b i l e B i g D a t a A n a l y t i c s C l o u d I n t e r n e t o f T h i n g s

3 5 s t r a t e g i c p r e d i c t i o n s f o r d i g i t a l c u s t o m e r e x p e r i e n c e

4 #1 S T R A T E G I C P R E D I C T I O N S F O R D I G I T A L C U S T O M E R E X P E R I E N C E B y , 5 0 % o f c o n s u m e r p r o d u c t i n v e s t m e n t s w i l l b e r e d i r e c t e d t o c u s t o m e r e x p e r i e n c e i n n o v a t i o n s

5 #2 S T R A T E G I C P R E D I C T I O N S F O R D I G I T A L C U S T O M E R E X P E R I E N C E B y , m o r e t h a n 5 0 % o f t r a d i t i o n a l c o n s u m e r p r o d u c t s w i l l h a v e n a t i v e d i g i t a l e x t e n s i o n s

6 #3 S T R A T E G I C P R E D I C T I O N S F O R D I G I T A L C U S T O M E R E X P E R I E N C E B y , o v e r 2 0 % o f c u s t o m e r - f a c i n g a n a l y t i c d e p l o y m e n t s w i l l p r o v i d e p r o d u c t t r a c k i n g i n f o r m a t i o n l e v e r a g i n g t h e I n t e r n e t o f T h i n g s

7 #4 S T R A T E G I C P R E D I C T I O N S F O R D I G I T A L C U S T O M E R E X P E R I E N C E B y , n e a r l y 2 0 % o f d u r a b l e g o o d s e - t a i l e r s w i l l u s e 3 D p r i n t i n g t o c r e a t e p e r s o n a l i z e d p r o d u c t o f f e r i n g s

8 #5 S T R A T E G I C P R E D I C T I O N S F O R D I G I T A L C U S T O M E R E X P E R I E N C E B y e n d o f , m o r e t h a n $ 2 b i l l i o n i n o n l i n e s h o p p i n g w i l l b e p e r f o r m e d e x c l u s i v e l y b y m o b i l e d i g i t a l a s s i s t a n t s

9 T h e d i l e m m a o f m o d e r n b u s i n e s s

10 T H E D I L E M M A O F M O D E R N B U S I N E S S O N C E U P O N A T I M E, E V E R Y T H I N G W A S P E R S O N A L

11 T H E D I L E M M A O F M O D E R N B U S I N E S S T O D A Y E V E R Y C U S T O M E R I S O N E I N A M I L L I O N O F O T H E R C U S T O M E R S

12 T R I C K Q U E S T I O N H O W C A N Y O U P E R S O N A L I Z E B R A N D E X P E R I E N C E T O T H O U S A N D S O F Y O U R C U S T O M E R S?

13 D a t a i s t h e k e y

14 D A T A I S T H E K E Y D i g i t i z e e v e r y t o u c h p o i n t w i t h y o u r c u s t o m e r t o c o l l e c t d a t a

15 D A T A I S T H E K E Y G i v e y o u r c u s t o m e r s r e w a r d s a n d i n c e n t i v e s f o r s h a r i n g d a t a w i t h y o u

16 D A T A I S T H E K E Y L o o k f o r d a t a t h a t e x p l a i n s t h e l o c a l c o n t e x t o f y o u r c u s t o m e r i n t e r a c t i o n s C O M P E T I T I O N S O C I A L M E D I A D A T A G E O G R A P H I C A L M A P S A L E S E C O S Y S T E M P O L I T I C S W H A T I S N E A R B Y? C U L T U R A L C O N T E X T N E W S W E A T H E R O P I N I O N S & P O L L S E V E N T S E C O N O M I C A L S I T U A T I O N P R I C E S P R O M O T I O N S

17 L e a r n h o w t o p r e d i c t

18 L E A R N H O W T O P R E D I C T E x a m p l e o f a p r e d i c t i v e m o d e l

19 L E A R N H O W T O P R E D I C T T r a n s a c t i o n a l d a t a c o m b i n e d w i t h c u s t o m e r a n d c o n t e x t u a l d a t a i s e x t r e m e l y p o w e r f u l Week 2, Tuesday, 7pm: Customer buys soy milk, toast, beans and cereals Customer moves into a new house Stormy weather on Monday Beans and toast on promotion Week 3, Monday, 10am: Customer buys soy milk, cereals and a washing machine Transactions Customer Characteristics Week 1, Monday, 2pm: Customer buys tomatoes, soy milk and cereals Customer is allergic against lactose Customer has a day off on Monday.

20 L E A R N H O W T O P R E D I C T P r e d i c t t h e p s y c h o l o g i c a l p r o f i l e o f y o u r c u s t o m e r s

21 E v e r y s i n g l e i n t e r a c t i o n m a t t e r s

22 E V E R Y S I N G L E I N T E R A C T I O N M A T T E R S R e t h i n k e a c h t o u c h p o i n t b y d e s i g n i n g a c u s t o m e r j o u r n e y

23 E V E R Y S I N G L E I N T E R A C T I O N M A T T E R S B y , i n f o r m a t i o n w i l l b e u s e d t o r e i n v e n t, d i g i t a l i z e o r e l i m i n a t e 8 0 % o f b u s i n e s s p r o c e s s e s a n d p r o d u c t s f r o m a d e c a d e e a r l i e r

24 E V E R Y S I N G L E I N T E R A C T I O N M A T T E R S E n g a g e p o s i t i v e l y w i t h y o u r c u s t o m e r t o c o l l e c t m o r e d a t a a n d i n s i g h t s

25 E V E R Y S I N G L E I N T E R A C T I O N M A T T E R S B y , 7 0 % o f s u c c e s s f u l d i g i t a l b u s i n e s s m o d e l s w i l l r e l y o n d e l i b e r a t e l y u n s t a b l e p r o c e s s e s d e s i g n e d t o s h i f t a s c u s t o m e r s n e e d s s h i f t

26 E m b r a c e i n n o v a t i o n

27 R E D E S I G N Y O U R B U S I N E S S W I T H S M A R T D A T A B i m o d a l I T m e a n s h a v i n g t w o m o d e s o f I T t o a d d r e s s d i f f e r e n t i n f o r m a t i o n a n d t e c h n o l o g y g o a l s M O D E 1 I S T R A D I T I O N A L M O D E 2 I S E X P L O R A T O R Y

28 E M B R A C E I N N O V A T I O N C r e a t e a n i n n o v a t i o n f a c t o r y t o b u i l d s k i l l s a n d p i l o t i d e a s a s a n i n c u b a t o r f o r t h e e n t i r e b u s i n e s s V i s i o n & M i s s i o n 1 Find a n d i n t e g r a te n e w d a t a s o u r c e s P r o c e s s e s G o a l s & M e t r i c s P e o p l e & S k i l l s 4 Transform t h e u s e r e xp e r i e n c e D I G I T A L I N N O V A T I O N F A C T O R Y 2 I d e n t i f y d i g i t a l & a n a l yt i c s u s e c a s e s G o v e r n a n c e Enabling T e c h n o l o g i e s O r g a n i z a t i o n a l s t r u c t u r e 3 A p p l y a d va n c e d a n a l yt i c s I n v e s t m e n t F u n d i n g

29 E M B R A C E I N N O V A T I O N R u n i n n o v a t i o n w o r k s h o p s t o c r e a t e i d e a s a n d i n s p i r e c h a n g e i n t h e b u s i n e s s E M P O W E R I D E N T I F Y D E S I G N P I L O T

30 E M B R A C E I N N O V A T I O N B e e x p e r i m e n t a l a n d r u n p i l o t p r o j e c t i n v e n t u r e c a p i t a l s t y l e m o d e F A I L F A S T - SUCCEED FAST

31 E M B R A C E I N N O V A T I O N B y , 4 5 % o f o r g a n i z a t i o n s w i l l e m p o w e r r e b e l c h a n g e a g e n t s t o i n c i t e r a d i c a l n e w i d e a s r e q u i r e d t o e x c e l a t b i g c h a n g e

32 K E Y T A K E - A W A Y S Data is the key for creating a more compelling digital customer experience Learn how to predict what is really interesting to you Use digital technologies to rethink every single interaction with your customers Drive bottom up innovation and change with a digital innovation factory, innovation workshop with wide business participation and with VC style agile piloting

33 Your brand is not part of the business. It is your business. D A R Y L T R A V I S

34 You are kindly invited to: visit the author s homepage add Alexander Borek on Linkedin & Xing follow him on him on T h a n k y o u! P L E A S E F E E L F R E E T O A S K Q U E S T I O N S

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