9 KEY SLIDESFROM

Disrupting Digital Business The Customer Experience Imperative

—Ray Wang, Disrupting Digital Business

Line o

f bu

siness-d

riven

Tech

nolo

gy-d

riven

Physical

Virtual

Machine

Contextual

Structured

Semi-structuredUnstructured

Performance

Deduction

Inference

Prediction

Physical

Virtual

Machine

Contextual

USE BIG DATA CONTEXTTO IMPROVE ANALYTICAL INSIGHT TO MAKE BETTER DECISIONS

Move from gut- to data-driven decisions

Co-create and co-innovate with new partners

Design new experiences and outcomes

Develop a culture of digital DNA

Apply new business models and technologies to existing infrastructure

12

34

5

D I G I TA L N A T I V E S

Comfortable in engaging all digital channels.

D I G I TA L I M M I G R A N T S

Crossed the chasm into the digital world.

Forced into engagement with digital channels.

D I G I TA L V O Y E U R S

Recognize the shift to digital but not ready to be active

yet.

D I G I TA LH O L D O U T S

Resisting the shift to digital, ignoring the impact.

D I G I TA L LY D I S E N G A G E D

Understand digital but avoiding engagement on purpose, often for privacy

reasons.

Separated not by age, but by comfort and experience

DIGITALCREATES

winner takes a l l markets

Digital leaders Everyone else

MARKET SHARE

69.8%

30.2% Digital leaders Everyone else

PROFITS

77.1%

22.9%

DIGITALCREATES

a new s ta te o f cus tomer exper ience

Need for contextual intelligence as customers move from channel or device

Deficiency of real-time, right-time, in-journey customer data

Lack of in-journey, actionable customer intelligence

Rising customer frustration; lack of brand loyalty which means lower revenue

SOCIALCREATES

new verbs and exper iences

I’m going toeat a donut.

Watch me eat,over and over.

Hire me toeat donuts.

Watch me eatdonuts live, in HD!

Look atmy donut!

I atea donut!

…

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Disrupting Digital Business The Customer Experience Imperative