10 april 2019 | vrx europe - amsterdam the abb ability ... · the abb ability™ customer...

—10 APRIL 2019 | VRX EUROPE - AMSTERDAM

The ABB Ability™ Customer Experience (ACE) Digital Delta

Tim Scanlon - Group Vice President Customer Experience & Innovation | Digital ABB

—Intro | Digital Experience Design & Innovation Team “Start-up” Leader

April 15, 2019 Slide 1 [email protected] www.TimScanlon.Design @TimScanlon_

▪ Group Vice President, Customer Experience (CX) & Innovation. ABB Global Headquarters, Zurich CH. CDO Team

▪ Designed, Launched and Leads worldwide digital innovation CX program helping customers unlock new business value through

discovery and co-creation of digitalization solutions. Pillar of ABB’s CDO Digital Transformation strategy.

▪ Start-up and managed internal & external “design-led” consulting teams at these businesses throughout professional career.

mailto:[email protected]

http://www.timscanlon.design/

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New ABB

ACE Challenge & Response

Customer Co-creation

Customer Experience Informed Portfolio

April 15, 2019 Slide 2

Topics

The New ABB – Focusing in Digital Industries

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ABB - Writing the future of industries in a changing world

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The New ABB | After Power Grids Divesture to Hitachi

—The ABB Ability™ Customer Experience (ACE) Challenge & Response

—Challenge


Accelerate Digitalization for ABB’s Customers. Fuel ABB transformation.

Design, staff, and launch modular CX & Innovation program for a 135 year old company with 4 divisions, 22 business units and 147,000 employees worldwide.

Replicate and Scale globally.

—ACE is key to accelerate ABB’s digital transformation


Change the conversationwith customers

– Business value-led engagement formats

AccelerateGrowth with ABB Ability™

– ABB Ability™ Solutions mapped to entire customer value chain

Catalyze ABBAbility™ awareness

– C-level customers engaged

—ABB Ability™ Customer Experience (ACE) is


Tools

People

Space

Customer Journey

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Tools

People

Space

Customer Journey

ABB Ability™ Customer Experience (ACE) is

15.04.2019 Slide 10

Co-creation optimized to help customers drive Digital Innovation for their business.

Unlock value for our customers.

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Tools

People

Space

Customer Journey


15.04.2019 Slide 11

World-class ABB Subject Matter Experts sharing their deep domain know-how.


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Tools

People

Space

Customer Journey


15.04.2019 Slide 12

Persona-driven tailored experience delivery at every customer touchpoint.


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Tools

People

Space

Customer Journey


15.04.2019 Slide 13

Physical and digital space designed to join co-creation & digital transformation.


—ACE Space Programming

15.04.2019 Slide 14 Space

—Customer Co-creation & Mixed Reality

—VR ACE Concept Prototype Immersive Testing with Customers & Execs

15.04.2019 Slide 16 Space

—Industry Segment Value Chains and Solutions


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15.04.2019 Slide 19

Co-creation Labs

—What are Customers Saying?

“The event was very well organized”

“Great workshop and a good initiative for customers.”“The whole process that we went through as both ___ and ABB was well done.””It gave a lot of structure to the plans we have and how we would implement them.”

“It was good session for whole day. Thanks to ABB Team.”“The workshop session on discussion is innovative and very good interaction took place.”

“Very well conducted & with an open mind”“Well organized workshop with definite outcome of the action item.”

“Looking forward to having a strategic relationship between companies”“It was a very fruitful workshop with very useful outcome”“Very useful meeting”

“Absolutely awesome experience. Filled with self-learning” “Admired the methodology adopted”“Fantastic!”

“Very good and innovative way of bringing out the best 4 challenges.”

"This was the best supplier meeting I ever had"

—Digitalization of Customer Experience

Remotely Collaborating to Design Control Rooms


Visualizing Mining Solution


Remote Service


Robots in Automotive


10 april 2019 | vrx europe - amsterdam the abb ability ... · the abb ability™ customer...

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