how to grow by leveraging partnership and adopting new ... · how to grow by leveraging partnership...

How to grow by leveraging partnership and adopting new technologies

By Magnus Wester, Head of Enterprise Communication, Ericsson BU Digital Services

How to grow by leveraging partnership and adopting new technologies | Commercial in confidence | © Ericsson AB 2017 | 2017-05-08 |

Communication transformation

Fixed Phones Mobile Phones PC VoIP Clients ProcessIntegrated

Communication

Business Value

Talk to remotepeople

Talk to people anywhere

Talk to remote people for free

Create new business values

Grow loyalty; be more effective; reduce OPEX, spread knowledge

1931 1991 2004 2011

How to grow by leveraging partnership and adopting new technologies | Commercial in confidence | © Ericsson AB 2017 | 2017-05-08 | Page 2


The journey of innovation



Communication disruption

Very high qualityBest in class

Very expensiveOnly high end users

Low but acceptable quality, due to cheaper price or

other NEW values

Pro

duct

Per

form

ance

Time1980 1990 2000 2010 2020

People tolerate poorer quality, longer call setup times, more

frequent drops in exchange for the convienience of mobility,

and integrated address book etc.

* The Innovators Dilemma 1997, Clayton M. Christensen


Context


Communication

Context

Communication was THE VALUE

Context / Process

Communication

Communication can INCREASE the value of a context or existing process



Remote Advisory ServiceEricsson & SEB Co-Innovation

Co-Editing

Persistent Virtual Rooms

Recording & Secure Storage

Web HD Video

Secure WebRTCCommunication

Screen Sharing


Lithuanian Trial Dec-January 2016› 40% prefered remote meetings› Meeting quality: 4,7 (out of 5)› Customer value 4,6 (out of 5) › 95% customers would recommend service to

others› Customer name time saving as main benefit

of remote advisory meeting, as well name it easy to use

› Bank employee feedback: Very positive

Trial Results


AQUIRE

Customer lifecycle managementFrom an online sales engagement model

ACTIVATE SELL UPSELL RETAIN

Digital TargetingClick-to-Engage

Video Authentication

Scheduled Meetings Ad-hoc meetingsin bank online portal

Current Focus




“Any business process that could benefit from communication – will have it integrated in the future”

ADVANCEDCOMMUNICATION

COLLABORATIONAND SHARING

MULTI-DEVICESUPPORT

CLOUD ACCESSIBLE

USER & CALL DATA ANALYSIS



Transforming web interaction

Transforming: Volvo Sales AssistantTransforming: Estonian E-Health



Transforming web interaction

Transforming: SAP/Barloworld Field Support Service

Transforming: Remote Patient (Sigma)



New devices 2020Ericsson Vision from 2000


New interactions 2020Ericsson Vision from 2000


New Technologies creating new opportunities

5G IoT Cloud AI


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