disrupt your customer experience

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Manfred van Gurchom DISRUPT your Customer Experience

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Manfred van Gurchom

DISRUPT your Customer Experience

Copyright © 2014 Capgemini Consulting. All rights reserved.

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DISRUPTION

Copyright © 2014 Capgemini Consulting. All rights reserved.

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Disruptive markets, new competitors, employees agitated

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Copyright © 2014 Capgemini Consulting. All rights reserved.

8 DCX - Advantage you 2015

Disruptive technologies

Clayton Christensen (Harvard): ‘describes a process by which a product or service

takes root initially in simple applications at the bottom of a market and then relentlessly

moves up market, eventually displacing established competitors’

Performance

Time

Performance improvement

mainstream

Potentially disruptive technology

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Our clients need to adapt faster

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Causes for slow responses

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Digital has informed

and amplified customer

expectations

Digital is removing

traditional constraints

in operations

Digital business models can

reorder value chains and

create new opportunities

Business

Model

Customer

Experience Operations

Digitally-modified business Customer Understanding Process digitization

New digital business Top Line Growth Worker enablement

Digital globalisation Customer Touch Points Performance management

We can help our clients amidst these digital disruptions

13 DCX - Advantage you 2015

Title Digital. Two steps ahead