Who do you really think of in the middle of the customer journey? A)Marketing ROI B)CRM system C)Legacy system D)End Customer E)Client F)Buyer G)Middleware H)Call Centre I)Other
Daniel Kahnerman ~ Loss Aversion, Framing, Anchoring (Thinking Fast and Slow)
CIO & Digital Techies
Common threads CIOs structural and job title fetish of-cio-apocalypse/ CTO / CIO / CDO / CISO / CEA etc Proper vs Digital, people incompatibility ESBs / Middleware / SOA (legacy blindness), Prince, ITIL, Zachman first, Data Mastery, 24*7 Too busy sold outIn-house and Demand Management cycle IT fascinationsBYOD, Cloud, Internet of Things, Gurus of own systems vs common
Early days still….
Know Your Customer /03/20/red-molotov-has-a-point-uk-budget- and-pensions/
+ = Customers Keep Coming Back
Summary & Questions? Summary: Match Digital Relevance to Customer Goals (and vice versa – perhaps change business model), Match Identity to Risk, Beware Digital Antibiotic Resistance, Protect Customer Data, Ecosystems not Hub & Spoke, Deliver compelling change – what would the web do digital by default if you were a start-up