Making Leaders Successful Every Day Slide 2 Welcome To The Age
Of The Customer! Eveline Oehrlich,Principal Analyst February 28,
2013 Slide 3 In the Age of the Customer, IT must enable rapid
change across the value chain. 3 Slide 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 www.istockphoto.com Slide 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 Slide 6 The Age of the Customer impacts all five
of Michael Porters forces of competition Source: June 6, 2011
Competitive Strategy In The Age Of The Customer Slide 7
$11BBankruptcy X $6.8B The customer is in charge Slide 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 Slide 9 Services eclipse products 9 Slide
10 Users provision their own business capabilities devices, apps,
XaaS, How are the following technology sourcing functions currently
shared between your companys IT organization and your business
group/department? Base: 1,004 North American business
decision-makers in firms with 1000+ employees Source: Forrsights
Business Decision-Makers Survey, Q4 2011 10 Slide 11 11 2012
Forrester Research, Inc. Reproduction Prohibited Change moves to
systems of engagement (Forrester estimates) Source: Forresters
estimates of the mix of budgets Slide 12 The datacenters core skill
becomes business not technology 12 Source: January 18, 2012, Avoid
Tactical, Narrow Service Management And Automation Strategies Slide
13 2012 Forrester Research, Inc. Reproduction Prohibited Threats
and opportunities in the Age of the Customer: Its ITs 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 datacenters
core skill becomes business not technology... 13 Slide 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 www.environmentreport.org Slide
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 www.f1online.de
Slide 16 The Latest Big Disruption (Complexity)
201220112010200920082007 Virtualization Cloud Consumerization
Social Media Accelerant Slide 17 The Business Hates Volatility
www.f1online.de Slide 18 Slide 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 www.istockphoto.com Slide 20 Old
Service Management & The New Service Management Slide 21 focus
on customer experience Stop Pushing The ITIL Kool Aid Slide 22 Top
Performing Companies Set Different Priorities New IT Old school IT
Flexible Smart Social Slide 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 ^ Slide 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. Slide 25 2013 Forrester Research, Inc. Reproduction
Prohibited25 New Engagement Models Source: March 26, 2012, Mobile
Is The New Face Of Engagement Dynamic IT Slide 26 Base: 1,004 North
American business decision-makers in firms with 1000+ employees
Source: Forrsights Business Decision-Makers Survey, Q4 2011 IT (BT)
is about systems of engagement not systems of record Source: May 16
2012 Forrsights: Business Execs Increase Direct IT Spend To Support
Systems Of Engagement Slide 27 2013 Forrester Research, Inc.
Reproduction Prohibited27 Catering Need To Define Services! Slide
28 What Is A Service? Business service App Infra Service Slide 29
Slide 30 The solution: Firms like P&G drive
business-service-value 30 Filippo Passerini, Group President of
Global Business Services and CIO Slide 31 Customer testing used to
take 6-7 weeks limited by cost and time 31 Slide 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 Slide 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
Slide 34 2013 Forrester Research, Inc. Reproduction Prohibited34
Social IT Turbo Charge Your Service Processes Slide 35 Image
source:
http://www.anorak.co.uk/wp-content/uploads/cleaning-window-3.jpg
Some clients still dont realize the importance of service support,
field support, business enablement Slide 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
Email service desk agent. Resolve/ Request/Trouble shoot issue
Transfer to service desk agent. Receive details via SMS Turbo
Charge Your Service Support Processes Slide 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 Slide 38 2013 Forrester Research, Inc.
Reproduction Prohibited38 Tablets Are Cannibalizing Pcs Source:
April 23, 2012, Tablets Will Rule The Future Personal Computing
Landscape Slide 39 IT Industrialization Is Changing The People
Smart IT Slide 40 New Talent, Organizations, And Processes August
2011 How To Become A BT Leader And Leave IT Order-Taking Behind
Smart IT Slide 41 Hot New Roles Emerge Business relationship
manager Automation architect Service designer Service manager
Service brokers Vendor manager Slide 42 Conclusion! Slide 43 ITs
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 Slide 44 Thank you Eveline Oehrlich, Principal Analyst
[email protected] Slide 45 2013 Forrester Research, Inc.
Reproduction Prohibited45 Reference reports from Forrester
Forrsights: Business Execs Increase Direct IT Spend To Support
Systems Of Engagement May 16 2012 Mobile Is The New Face Of
Engagement: An Executive Summary March 2012 Empowered BT Redefines
The Traditional IT Archetypes February 21 2012 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
