disruptive innovation in 2016
TRANSCRIPT
Not Everything That Disrupts is Disruptive. The Future of Customer Relationships.
Jeremy Waite Head of Digital Strategy, EMEA @JeremyWaite [email protected]
1. Work harder than anyone else.
2. Be better prepared.
3. Have more research up your sleeve.
The Best Business Advice, Ever.
@Tom_Peters
“Companies are no longer competing against each other, they are competing against speed”. Marc @Benioff
“
CLAYCHRISTENSEN
INNOVATION CAN HURT, IF YOU’RE NOT THE ONE DOING THE
DISRUPTING”.
DISRUPTIVE
+
Apps Analytics Community Marketing Service Sales
Connect To Your Customers In A Whole New Way Customer Success Platform
16 Years of Disruption & Technology Shifts
We Help Your Customers Love You
Build Profitable Relationships, Faster.
1MPH $200m
1% $3Bn
0:03 $256Bn
“Machines should be nothing more than tools for extending the powers of the humans who use them”. Thomas Watson Jnr.
David Marcus CEO $FB Messenger
80% EXECUTIVES ARE
OVERWHELMED. “
”
75% EXECUTIVES ARE
EMOTIONAL. “
”
UNKNOWN KNOWN 1 : Many Marketing 1 : 1 Customer Journeys
Building Loyal Relationships, Faster. From Personification to Personalisation
77% OF CONSUMERS DON’T WANT A
RELATIONSHIP “
WITH A BRAND. ”
Image by @JeremyWaite | Originally Created by Bloomberg Businessweek @BW | Data: @Interbrand
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
Best Global Brands 2000 - 2015 #1
#2
#3
#4
#5
#6
#7
#8
#9
#10
Food, Drink & Tobacco Technology and Electronics Business Services & Diversified Automotive Media and Telecoms | | | |
COCA-COLA
MICROSOFT
IBM
INTEL
NOKIA
GE
FORD
DISNEY
McDONALDS
AT&T
#FaradayFuture
“Affordable transportation as reliable as running water. Everywhere. For everyone”.
NOT DISRUPTIVE
UBER IS THE MOST
ETHICALLY “
CHALLENGED
PETERTHIEL
COMPANY IN SILICON VALLEY”.
"We're in a political campaign, and the candidate is Uber and the opponent is an asshole named Taxi.” @TravisK
UBER IS THE MOST
IMPORTANT “
COMPANY
BILLGURLEY
EVER CREATED”.
BANKRUPT
“2016 is the year that traditional businesses will fight back”. Forrester
Avis Budget Group Inc. $CAR v @Uber Drivers Disrupting Yourself
Yahoo Finance
1Billion Rides via
1M Drivers (Dec 2015)
[Over 50% businesses use <20% of their customer data]
How Does UBER Work?
Customer Experience
Disruptor Story My Trip to Copenhagen
Focused on Experiences Environment, Feeling, Context
Focused on Tasks A to B, Collect Money
Your Customer… How Do You Fair?
First account
Education funding
Car financing
Marriage
Property
Short term investing
Savings
Budgeting
Variable payments
Daily cash
Long term investing
Fixed transactions
Retirement planning
Wealth transition
Bill payments
Precision Marketing Building A Customer Company
• Unified customer view • Apps built disruptor fast
Cloud Mobile Profile
Personal
• Connect the total lifecycle • Machine learning at scale
Big Data
Predictive
• Enriched profile • Employee productivity
Communities Sales Service Contextual
• Proactive insights flow to everyone
Analytics Journeys Flow
Proactive
Precision Marketing Building A Customer Company
There’s No Such Thing As… @Scobleizer
#BigData
5B Smartphones
by 2017
550M+ Social Networks, Blogs & Forums
(inc. Dark)
Monitoring Customer Journeys Volume. Velocity. Variety. Veracity…
2.5 Quintillion
bytes of data every day
Social
Customer Purchase
Connected
Monitoring Customer Journeys Building A Customer Company in Real-Time
Real-Time Events
Rich Contextual Data
101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001
Analyse
Compute The Perfect Response
Deliver The Precise action Proactively and In Context
Customers Are On A Journey “90% of the consumer buying journey now crosses 5 channels”. Google
TECHNOLOGY IS
NOTHING. “
WHAT’S IMPORTANT IS THAT YOU
”
WONDERFUL STEVEJOBS
HAVE FAITH IN PEOPLE, THAT THEY’RE BASICALLY GOOD AND SMART, AND IF YOU GIVE THEM TOOLS, THEY’LL DO SOMETHING
WITH THEM.
One Sentence Business Model
I’m going to do ,
to make better,
as measured by ,
and is worth .
Created by @JeremyWaite
THE GOAL IN BUSINESS IS NOT TO “
SIMONSINEK
TO PEOPLE WHO NEED WHAT YOU HAVE IT IS TO DO BUSINESS WUTH PEOPLE WHO
BELIEVE
SELL
WHAT YOU BELIEVE”.
thank y u
@JEREMYWAITE | @SALESFORCE | SLIDESHARE.NET/JEREMYWAITE
Spark?
Watch. Read. Follow
@JeremyWaite