the mobile opportunity for retail in asia - gsma.com · pdf filebig bang disruption customer...

The Mobile Opportunity

for Retail in AsiaPlaying to Win vs.

Playing Not to Lose

Neil HickeyManaging Director

Accenture Digital,

Greater China Mobility Lead

Big Bang Disruption

Customer

Adoption

Everybody elseTrial Users

Innovators

(2.5%)

Early adopters

(13.5%)

Early Majority

(34%)

Late Majority

(34%)

Laggards

(14%)

Big-Bang Market Segments

Technology

is enabling unencumbered

development –

resulting in unprecedented

disruption

Copyright © 2014 Accenture All rights reserved. 2

Disruptors are Everywhere


Playing to Win – The Level of Ambition

The Clear Choice - Doing it Better vs. Doing it DifferentlyImprove the

operation

Low

Change & transform the

business

Change & transform the

industry

Incremental

Business Value

Structural

High

Low

Today

Breadth of Impact & Leveragability

High

Change

the game

Do it differently

Do it better


Picking Their Spots

Digital-Physical Blur

Adapt Toward an ‘AgileTechnology’

New Op Model for the New Marketplace

Reverse-EngineeredAnalytics

Engaging theEcosystem

6 Things That 'Playing to Win' Companies Do Differently


Digital-

Physical Blur:Every Customer is

a Digital Customer

1




New Op Model

for the New

Marketplace:Adapting to the

Non-Stop Customer

2



Expectation

Promise

Reality

Delivery

PurchaseDiscover

Consider Use

Evaluate



New Op Model

for the New

Marketplace:Adapting to the

Non-Stop Customer

2


Reverse-

Engineered

Analytics:Putting information

into circulation

3



Engaging the

EcosystemSoftware as a core

competency in the

digital world

4




Schwab Advisor Center Mobile Schwab OpenView Workflow Integrated Financial Planning


Engaging the

EcosystemSoftware as a core

competency in the

digital world

4




Adapt

Toward Agile

TechnologyCombining Traditional

& Emerging

Technologies, while

Reducing Complexity

5



“Disposable”

Traditional/Transactional

Emerging


Adapt

Toward Agile

TechnologyCombining Traditional

& Emerging

Technologies, while

Reducing Complexity

5



Picking

Their SpotsWinning the Battle of

“Noticed and Valued”

6




Comparative Customer Experience by Touch Point

Performance

Level

Discover Sign Up Activate Use Pay Solve Stop/Exit

End-to-End Customer Touch Points

Basic

Parity

Competitive

Differentiated

Transporter

Wireless Co.

Bank Co.

Wireline Telco

Cable Co.

Bank Co.

Cable Co.

Transporter

Bank Co.

Bank Co.

Wireline Telco

Wireless Co.

Source: Accenture Comparative Landscape Research Database


The Mobile Opportunity

for Retail in AsiaPlaying to Win vs.

Playing Not to Lose

Neil HickeyManaging Director

Accenture Digital,

Greater China Mobility Lead

the mobile opportunity for retail in asia - gsma.com · pdf filebig bang disruption customer...

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