Future Proofing Your Business
Future Proofing Your Business - Preparing for a World of Distributed Experiences Justin Reilly, Head of Customer Experience Innovation iMedia Brand Summit
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
2
Past, Present… Future? 2010 – 2013
2014 – 2016
2017+
Social Powered by Mobile
Experience is King
Everywhere. On Demand. For Me.
Everywhere Wi-Fi, Ability to connect, check-in and share, Integration between real-life and digital.
Personalized Service, Privacy, Secure Data, Simplified Experience, Automated Processes, Ease.
Ubiquitous Homescreen, Conversational Commerce, Virtual Reality, Autonomous Driving, Connect Home
“I can integrate my real life with my digital life”
“I have so many options, experience matters most ”
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
“All services should fit perfectly into my life”
3
Everywhere. On Demand. For Me. Past
Find the number for a cab
Still waiting…
Stuck in traffic with no alternative routes
I have to get to the airport
Cab driver only accepts cash Call the cab and wait
Cab arrives and hope for no traffic
Cab arrives at airport
Present Hops out & heads to the terminal
Opens the Uber App & requests a ride to the airport
Future “Hi Justin, I see you have flight this morning. Would you like to request an Uber?”
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
4
Instant Internet
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
5
Experience as the Product
1
2
3
4
5
6
7
8
9
10
“Last Best Experience”
3 Sec
8 Sec
The average memory of a Goldfish
The average attention span of a Gen Z Consumer
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
6
The Future of Distributed Experiences is Here
Customer Engagement
Digital XP
XP Practice
2013-2014
2015-2017
2018 +
Digital as the product
Experience as a service
CX
EX
Voice of the customer
Voice of the employee
Digital as a channel Customer engagement model guide rails and infrastructure
Crafting the experience powered by Digital
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Distributing XP to where our customers are
7
Network Effects of Experience as a Service
Gasoline Car
Electric Car
Electric Car
Autonomous Car
•
What happens to oil production?
•
What happens to parking?
•
What happens to service and repair with
•
What happens to cities?
significantly fewer moving parts?
•
What happens to the layout of suburbs?
•
What happens to all the gas stations?
•
What happens to insurance?
•
What happens to taxes?
•
What happens to why people use cars?
•
What happens to infrastructure if there is
•
What happens to service related industries?
increased demand in power generation
•
How will people consume content differently?
and storage?
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
8
Driving Towards a Future of Distributed Digital Experiences Life On Fios Drive Digital Adoption
Agent
Best-in-Class Experience
Reduce Expense Increase Value
Customer
Upgrades
RCM
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Churn
9
Fios Smart Cam
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
10
How Do You Prepare for a World of Distributed Experiences? Build nimble teams (Product Lead, Dev Lead, Design Lead)
Productize your organization
Open Innovation
Incentivize Failure
(product = platform)
Co-create w/ Customers
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
11
Thank you
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
2
Past, Present… Future? 2010 – 2013
2014 – 2016
2017+
Social Powered by Mobile
Experience is King
Everywhere. On Demand. For Me.
Everywhere Wi-Fi, Ability to connect, check-in and share, Integration between real-life and digital.
Personalized Service, Privacy, Secure Data, Simplified Experience, Automated Processes, Ease.
Ubiquitous Homescreen, Conversational Commerce, Virtual Reality, Autonomous Driving, Connect Home
“I can integrate my real life with my digital life”
“I have so many options, experience matters most ”
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
“All services should fit perfectly into my life”
3
Everywhere. On Demand. For Me. Past
Find the number for a cab
Still waiting…
Stuck in traffic with no alternative routes
I have to get to the airport
Cab driver only accepts cash Call the cab and wait
Cab arrives and hope for no traffic
Cab arrives at airport
Present Hops out & heads to the terminal
Opens the Uber App & requests a ride to the airport
Future “Hi Justin, I see you have flight this morning. Would you like to request an Uber?”
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
4
Instant Internet
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
5
Experience as the Product
1
2
3
4
5
6
7
8
9
10
“Last Best Experience”
3 Sec
8 Sec
The average memory of a Goldfish
The average attention span of a Gen Z Consumer
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
6
The Future of Distributed Experiences is Here
Customer Engagement
Digital XP
XP Practice
2013-2014
2015-2017
2018 +
Digital as the product
Experience as a service
CX
EX
Voice of the customer
Voice of the employee
Digital as a channel Customer engagement model guide rails and infrastructure
Crafting the experience powered by Digital
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Distributing XP to where our customers are
7
Network Effects of Experience as a Service
Gasoline Car
Electric Car
Electric Car
Autonomous Car
•
What happens to oil production?
•
What happens to parking?
•
What happens to service and repair with
•
What happens to cities?
significantly fewer moving parts?
•
What happens to the layout of suburbs?
•
What happens to all the gas stations?
•
What happens to insurance?
•
What happens to taxes?
•
What happens to why people use cars?
•
What happens to infrastructure if there is
•
What happens to service related industries?
increased demand in power generation
•
How will people consume content differently?
and storage?
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
8
Driving Towards a Future of Distributed Digital Experiences Life On Fios Drive Digital Adoption
Agent
Best-in-Class Experience
Reduce Expense Increase Value
Customer
Upgrades
RCM
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Churn
9
Fios Smart Cam
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
10
How Do You Prepare for a World of Distributed Experiences? Build nimble teams (Product Lead, Dev Lead, Design Lead)
Productize your organization
Open Innovation
Incentivize Failure
(product = platform)
Co-create w/ Customers
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
11
Thank you
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
