Presentation is loading. Please wait.

Presentation is loading. Please wait.

Making Leaders Successful Every Day. Welcome To The Age Of The Customer! Eveline Oehrlich,Principal Analyst February 28, 2013.

Similar presentations


Presentation on theme: "Making Leaders Successful Every Day. Welcome To The Age Of The Customer! Eveline Oehrlich,Principal Analyst February 28, 2013."— Presentation transcript:

1 Making Leaders Successful Every Day

2 Welcome To The Age Of The Customer! Eveline Oehrlich,Principal Analyst February 28, 2013

3 In the Age of the Customer, IT must enable rapid change across the value chain. 3

4 1. How Is The Age Of The Customer Redefining Competition? 2. How Do IT Organization's Change in the Age Of The Customer? Agenda

5 Digitally-empowered customers redefine competition in the Age of the Customer Source: June 6, 2011 “Competitive Strategy In The Age Of The Customer” 5

6 The Age of the Customer impacts all five of Michael Porter’s forces of competition Source: June 6, 2011 “Competitive Strategy In The Age Of The Customer”

7 $11BBankruptcy X $6.8B The customer is in charge

8 Customers’ experiences drive success › Trane empowers distributors to upsell and close deals faster › An iPad app delivers content, sales materials, and documents › The “ring to ching” close rate is 20% faster, 31%+ in revenue › Analytics are built into the platform to monitor, refine, and reward Source: Trane

9 Services eclipse products 9

10 Users provision their own business capabilities — devices, apps, XaaS, … “How are the following technology sourcing functions currently shared between your company’s IT organization and your business group/department?” Base: 1,004 North American business decision-makers in firms with employees Source: Forrsights Business Decision-Makers Survey, Q

11 11 © 2012 Forrester Research, Inc. Reproduction Prohibited Change moves to systems of engagement (Forrester estimates) Source: Forrester’s estimates of the mix of budgets

12 The datacenter’s core skill becomes business — not technology 12 Source: January 18, 2012, “Avoid Tactical, Narrow Service Management And Automation Strategies”

13 © 2012 Forrester Research, Inc. Reproduction Prohibited Threats and opportunities in the Age of the Customer: It’s IT’s perfect storm The customer is in charge Customers’ experiences drive success Services eclipse products Users provision their own business capabilities Change moves to systems of engagement The datacenter’s core skill becomes business — not technology... 13

14 In the past IT saw serial waves of technology evolutions like mainframes, PCs and the Internet impacting their businesses leaving sufficient time for digestion and refinement

15 Technology evolutions are moving faster, clashing, overlapping and completing each other to create new challenges and opportunities. Mobile Cloud BYOD Social Big Data Smart Consumerization Industrialization Real-timeAgile

16 The Latest Big Disruption (Complexity) Virtualization Cloud Consumerization Social Media Accelerant

17 The Business Hates Volatility

18

19 1. How Is The Age Of The Customer Redefining Competition? 2. How Do IT Organization's Change in the Age Of The Customer? Agenda

20 Old Service Management & The New Service Management

21 …focus on customer experience Stop Pushing The ITIL Kool Aid…

22 Top Performing Companies Set Different Priorities New IT Old school IT Flexible Smart Social

23 © 2012 Forrester Research, Inc. Reproduction Prohibited Welcome to the Industrial Revolution Put discipline into your processes Engineer customer experience Reduce the MOOSE or let others do the “grunt work” Adapt the people (skills and org) the next wave of ^

24 © 2013 Forrester Research, Inc. Reproduction Prohibited24 The New Faces Of IT Smart IT Social IT Dynamic IT Dynamic IT … dynamically supports business needs with internal & external resources and provides seamless access and support to all resources for business users all the time and anywhere. Smart IT … leverages technology to support business value and provides timely and contextual support to all business users. Social IT … connects business users with internal and external people and products to enable high performance, collaborative business processes.

25 © 2013 Forrester Research, Inc. Reproduction Prohibited25 New Engagement Models Source: March 26, 2012, “Mobile Is The New Face Of Engagement” Dynamic IT

26 Base: 1,004 North American business decision-makers in firms with employees Source: Forrsights Business Decision-Makers Survey, Q IT (BT) is about systems of engagement — not systems of record Source: May “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”

27 © 2013 Forrester Research, Inc. Reproduction Prohibited27 Catering Need To Define “Services”!

28 What Is A Service? Business service App Infra Service

29

30 The solution: Firms like P&G drive business-service-value 30 Filippo Passerini, Group President of Global Business Services and CIO

31 Customer testing used to take 6-7 weeks — limited by cost and time 31

32 Virtual reality now allows more customers to review more options in days — not weeks Better insights and higher success rates when P&G engages more with the consumer. 32

33 Dynamic through automation  Task Execution ›Individual tasks ›Repetitive tasks are candidates  Process Flow ›Connects tasks and decisions ›Workload automation and RBA  Decision Trigger ›Analytics (not just monitoring) ›When and why to take action Tools that perform functions otherwise done by humans © 2013 Forrester Research, Inc. Reproduction Prohibited Dynamic IT

34 © 2013 Forrester Research, Inc. Reproduction Prohibited34 Social IT Turbo Charge Your Service Processes

35 Image source: Some clients still don’t realize the importance of service support, field support, business enablement…

36 © 2013 Forrester Research, Inc. Reproduction Prohibited36 Source: August 2011 “Turbocharge Customer Service Process With Social Technologies” Social IT Social Web Service Catalog Service Desk Mobile Device Browse Community Forum, Facebook, etc. Browse enterprise service catalog. Chat with service agent Navigate support via smart device service desk agent. Resolve/ Request/Trouble shoot issue Transfer to service desk agent. Receive details via SMS Turbo Charge Your Service Support Processes

37 © 2013 Forrester Research, Inc. Reproduction Prohibited37 The Number Of Tablets x10 In 5 Years Source: April 23, 2012, “Tablets Will Rule The Future Personal Computing Landscape”

38 © 2013 Forrester Research, Inc. Reproduction Prohibited38 Tablets Are Cannibalizing Pcs Source: April 23, 2012, “Tablets Will Rule The Future Personal Computing Landscape”

39 IT Industrialization Is Changing The People Smart IT

40 New Talent, Organizations, And Processes August 2011 “How To Become A BT Leader — And Leave IT Order-Taking Behind” Smart IT

41 Hot New Roles Emerge  Business relationship manager  Automation architect  Service designer  Service manager  Service brokers  Vendor manager

42 Conclusion!

43 IT’s actions in the Age of the Customer › Focus from the customer in — on understanding and responding to customers – use automation when possible. › Concentrate on systems of engagement — minimizing changes to the systems of record. › Refine service management processes to meet your customers expectations and industrialize your value chain. 43

44 Thank you Eveline Oehrlich, Principal Analyst

45 © 2013 Forrester Research, Inc. Reproduction Prohibited45 Reference reports from Forrester › “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement” May › “Mobile Is The New Face Of Engagement: An Executive Summary” March 2012 › “Empowered BT Redefines The Traditional IT Archetypes” February › “Avoid Tactical, Narrow Service Management And Automation Strategies” January 18, 2012 › “Empowered Business Technology Defined” July 18, 2011 › “Competitive Strategy In The Age Of The Customer” June 6, 2011


Download ppt "Making Leaders Successful Every Day. Welcome To The Age Of The Customer! Eveline Oehrlich,Principal Analyst February 28, 2013."

Similar presentations


Ads by Google