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  1. 1. HOW TO IN THE DIGITAL AGE lead IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL
  2. 2. Welcome to your digital frontier. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESMAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL FRONTIER
  3. 3. Today’s world reflects a new reality: technology is ubiquitous, with friction-free access to digital services. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESMAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL FRONTIER
  4. 4. This virtually seamless world makes disruption possible, enabling new business models, products, services, and experiences. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESMAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL FRONTIER
  5. 5. Capitalizing on this phenomenon is key to innovation and growth. Business leaders are unlocking the possibilities of this new reality, using digital experiences to first imagine what’s next, and then quickly turn those insights into business value. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESMAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL FRONTIER
  6. 6. These trends show the continued blurring of the boundary between virtual and physical life. Businesses are connecting products in the real- world to experiences in virtual environments. The convergence of device functionality. Ubiquitous access to information. Gathering and analyzing data to gain insight and agility to make informed predictions. The ability to generate demand with the right people in the right place. Our need to be social. Curiosity for authentic content and insights, and the human need for balance. SEE HOW > DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESTOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYVIRTUAL MEETS REALITY
  7. 7. INTERNET OF THINGS MACHINE LEARNING DATA SCIENCE MIXED REALITY ARTIFICIAL INTELLIGENCE HUMAN COMPUTER INTERACTION These trends show the continued blurring of the boundary between virtual and physical life. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESTOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYVIRTUAL MEETS REALITY
  8. 8. INTERNET OF THINGS MACHINE LEARNING DATA SCIENCE MIXED REALITY ARTIFICIAL INTELLIGENCE These trends show the continued blurring of the boundary between virtual and physical life. HUMAN COMPUTER INTERACTION advancing human interaction and automation, coupling of intelligent systems with direct manipulation DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESTOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYVIRTUAL MEETS REALITY
  9. 9. MACHINE LEARNING DATA SCIENCE MIXED REALITY ARTIFICIAL INTELLIGENCE HUMAN COMPUTER INTERACTION These trends show the continued blurring of the boundary between virtual and physical life. INTERNET OF THINGS network of connected objects and devices to collect and exchange data DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESTOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYVIRTUAL MEETS REALITY
  10. 10. INTERNET OF THINGS DATA SCIENCE MIXED REALITY ARTIFICIAL INTELLIGENCE HUMAN COMPUTER INTERACTION These trends show the continued blurring of the boundary between virtual and physical life. MACHINE LEARNING pattern recognition to learn from and make predictions on data DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESTOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYVIRTUAL MEETS REALITY
  11. 11. INTERNET OF THINGS MACHINE LEARNING MIXED REALITY ARTIFICIAL INTELLIGENCE HUMAN COMPUTER INTERACTION These trends show the continued blurring of the boundary between virtual and physical life. DATA SCIENCE predictable analytics in machine translation, speech recognition, robotics and search engines DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESTOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYVIRTUAL MEETS REALITY
  12. 12. INTERNET OF THINGS MACHINE LEARNING DATA SCIENCE ARTIFICIAL INTELLIGENCE HUMAN COMPUTER INTERACTION These trends show the continued blurring of the boundary between virtual and physical life. MIXED REALITY merging real and virtual worlds to produce new environments and visualizations to interact and co-exist in real time DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESTOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYVIRTUAL MEETS REALITY
  13. 13. INTERNET OF THINGS MACHINE LEARNING DATA SCIENCE MIXED REALITY HUMAN COMPUTER INTERACTION These trends show the continued blurring of the boundary between virtual and physical life. ARTIFICIAL INTELLIGENCE reasoning, knowledge, learning perception and ability to manipulate objects DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESTOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYVIRTUAL MEETS REALITY
  14. 14. When opportunity knocks, will you be ready to respond? EIGHT KEYS TO MAKING THE MOST OF YOUR DIGITAL STRATEGY 1 The customer is the North Star for the journey ahead 2 Design for business outcomes 3 Commit to continuous learning 4 Build business agility and new customer segments 5 Provide anywhere and anytime access 6 Connect employees, customers, partners, and suppliers 7 Gain customer insights into needs and desired outcomes 8 Business model innovation determines what works DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNING TRUE STORIESDIGITAL JOURNEYDIGITAL STRATEGY
  15. 15. When opportunity knocks, will you be ready to respond? EIGHT KEYS TO MAKING THE MOST OF YOUR DIGITAL STRATEGY 2 Design for business outcomes 3 Commit to continuous learning 4 Build business agility and new customer segments 5 Provide anywhere and anytime access 6 Connect employees, customers, partners, and suppliers 7 Gain customer insights into needs and desired outcomes 8 Business model innovation determines what works 1 The customer is the North Star for the journey ahead Create deep connections, relevance, and empathy by seeing through the eyes of the customer. Design and deliver services and solutions from their perspective, by focusing energy on the things that matter to them. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNING TRUE STORIESDIGITAL JOURNEYDIGITAL STRATEGY
  16. 16. When opportunity knocks, will you be ready to respond? EIGHT KEYS TO MAKING THE MOST OF YOUR DIGITAL STRATEGY 1 The customer is the North Star for the journey ahead 3 Commit to continuous learning 4 Build business agility and new customer segments 5 Provide anywhere and anytime access 6 Connect employees, customers, partners, and suppliers 7 Gain customer insights into needs and desired outcomes 8 Business model innovation determines what works 2 Design for business outcomes When formulating your digital strategy, focus on the business outcomes. Think in terms of adding incremental business capabilities. Don’t make it a big bang thing. Instead, start small, but iterate rapidly on building business capabilities that take advantage of technologies that will help bring your business scenarios to life. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNING TRUE STORIESDIGITAL JOURNEYDIGITAL STRATEGY
  17. 17. When opportunity knocks, will you be ready to respond? EIGHT KEYS TO MAKING THE MOST OF YOUR DIGITAL STRATEGY 1 The customer is the North Star for the journey ahead 2 Design for business outcomes 4 Build business agility and new customer segments 5 Provide anywhere and anytime access 6 Connect employees, customers, partners, and suppliers 7 Gain customer insights into needs and desired outcomes 8 Business model innovation determines what works 3 Commit to continuous learning Digital business transformation is a cultural shift, not a technology problem. If you want it to be built to last, then it needs to be built for change. A key building block for organizational cultures that will rise and thrive in the digital age is that they are built for change and commit to being a learning organization – that is adaptive and continuously improves with time and necessity. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNING TRUE STORIESDIGITAL JOURNEYDIGITAL STRATEGY
  18. 18. When opportunity knocks, will you be ready to respond? EIGHT KEYS TO MAKING THE MOST OF YOUR DIGITAL STRATEGY 1 The customer is the North Star for the journey ahead 2 Design for business outcomes 3 Commit to continuous learning 5 Provide anywhere and anytime access 6 Connect employees, customers, partners, and suppliers 7 Gain customer insights into needs and desired outcomes 8 Business model innovation determines what works 4 Build business agility and new customer segments Always look to take waste out where value is not being created, whilst remaining nimble to rapidly respond to market change to deliver on your customer needs. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNING TRUE STORIESDIGITAL JOURNEYDIGITAL STRATEGY
  19. 19. When opportunity knocks, will you be ready to respond? EIGHT KEYS TO MAKING THE MOST OF YOUR DIGITAL STRATEGY 1 The customer is the North Star for the journey ahead 2 Design for business outcomes 3 Commit to continuous learning 4 Build business agility and new customer segments 6 Connect employees, customers, partners, and suppliers 7 Gain customer insights into needs and desired outcomes 8 Business model innovation determines what works 5 Provide anywhere and anytime access Embrace diverse buying patterns and work styles by supporting devices and building apps to support new business models and needs at anytime and anywhere. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNING TRUE STORIESDIGITAL JOURNEYDIGITAL STRATEGY
  20. 20. When opportunity knocks, will you be ready to respond? EIGHT KEYS TO MAKING THE MOST OF YOUR DIGITAL STRATEGY 1 The customer is the North Star for the journey ahead 2 Design for business outcomes 3 Commit to continuous learning 4 Build business agility and new customer segments 5 Provide anywhere and anytime access 7 Gain customer insights into needs and desired outcomes 8 Business model innovation determines what works 6 Connect employees, customers, partners, and suppliers Work your entire value chain optimally to build on the products and services that you deliver to customers today by creating interactive and engaging experiences, flow and feedback. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNING TRUE STORIESDIGITAL JOURNEYDIGITAL STRATEGY
  21. 21. When opportunity knocks, will you be ready to respond? EIGHT KEYS TO MAKING THE MOST OF YOUR DIGITAL STRATEGY 1 The customer is the North Star for the journey ahead 2 Design for business outcomes 3 Commit to continuous learning 4 Build business agility and new customer segments 5 Provide anywhere and anytime access 6 Connect employees, customers, partners, and suppliers 8 Business model innovation determines what works 7 Gain customer insights into needs and desired outcomes Context is the key to relevancy. The way to be relevant is to show up in context, in a relevant way, to the situation at hand. As you can imagine, artificial intelligence, machine learning and analytics can play a big role in relevancy, along with all the insight gained from the exponentially growing Internet-of-Things all around you. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNING TRUE STORIESDIGITAL JOURNEYDIGITAL STRATEGY
  22. 22. When opportunity knocks, will you be ready to respond? EIGHT KEYS TO MAKING THE MOST OF YOUR DIGITAL STRATEGY 1 The customer is the North Star for the journey ahead 2 Design for business outcomes 3 Commit to continuous learning 4 Build business agility and new customer segments 5 Provide anywhere and anytime access 6 Connect employees, customers, partners, and suppliers 7 Gain customer insights into needs and desired outcomes 8 Business model innovation determines what works Businesses are connecting products in the real-world to experiences in virtual environments, coupled with the Internet of Things, business models get flipped on their head. Some businesses are moving from selling their things to selling their insights and information. The four dimensions of business model innovation are the customer segment (WHO), the value proposition (WHAT), the value chain (HOW), or why you profit (WHY). DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNING TRUE STORIESDIGITAL JOURNEYDIGITAL STRATEGY
  23. 23. BUSINESS EXPERIENCE TECHNOLOGY The key to delivering the best experience and service regardless of where you are on your digital journey, is to help unlock new opportunities at the intersection of business performance improvement, differentiated experiences, and technology integration. NEXT > DIGITAL AGE CENTRAL EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYIMAGINE WHAT’S NEXT
  24. 24. Breaking down decaying organizational silo’s from rigid functional and operational structures, to highly skilled, focused and nimble transdisciplinary venture- like teams, that gravitate towards a common sense of purpose, curiosity and will to do something worthwhile for the greater good. Learn about your customers with a curious child-like wonder. Be insatiable in your desire to learn from the outside in and bring that into your organization. Think critically to deeply understand industry-specific business strategies and needs that differentiate, bringing insights that help you do things you didn’t think possible previously. NEXT >< PREV DIGITAL AGE CENTRAL EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYIMAGINE WHAT’S NEXT
  25. 25. Creativity can’t be subscribed to or bought off the shelf as if it were packaged software or a process. It’s a social system about values, skills, craftmanship and a way of doing. It isn’t simply a mandate that gets handed down. It needs to be embraced to allow people to create without fear. It’s something that is nurtured, imparted and practiced at throughout an organization. It takes skill, practice and persistence, and the results pay off. < PREV CREATIVE THINKING LIFELONG LEARNING CRITICAL THINKING DIGITAL AGE CENTRAL EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYIMAGINE WHAT’S NEXT
  26. 26. Imagine Experience Challenge convention. Imagine the art of the possible. “What if...? Imagine if…?” Engage with value-added services and digital experiences that differentiate. Improve business performance. RESEARCH ENVISION DESIGN PRIORITIZE PLAN IMPACT PRODUCTIVE USE ADOPT MEASURE DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER DIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYMAGIC TAKES PLANNING Magic takes planning. Realize Accelerate the realization of value. Speed time-to-market. Deliver on customer needs. CONTINUOUS CYCLE OF VALUE CREATION
  27. 27. Magic takes planning. DESIGN PRIORITIZE PLAN IMPACT PRODUCTIVE USE ADOPT MEASURE RESEARCH ENVISION Magic takes planning. RESEARCH Engage employees, customers, and partners in multidisciplinary research. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  28. 28. Magic takes planning. RESEARCH DESIGN PRIORITIZE PLAN IMPACT PRODUCTIVE USE ADOPT MEASURE ENVISION ENVISION Generate ideas and envision the potential from a business performance experience, differentiated experiences and technology integration perspectives in parallel. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  29. 29. Magic takes planning. RESEARCH ENVISION PRIORITIZE PLAN IMPACT PRODUCTIVE USE ADOPT MEASURE DESIGN DESIGN Design service, product, experience, and/or solution. Prototype commercial viability and technological feasibility. Explore end-to-end experience. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  30. 30. Magic takes planning. RESEARCH ENVISION DESIGN PLAN IMPACT PRODUCTIVE USE ADOPT MEASURE PRIORITIZE PRIORITIZE Pick best bet opportunities based on impact vs. ability to execute. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  31. 31. Magic takes planning. RESEARCH ENVISION DESIGN PRIORITIZE IMPACT PRODUCTIVE USE ADOPT MEASURE PLAN PLAN Architect against capabilities, scenarios, business case, value management, adoption, governance, risk, and compliance. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  32. 32. Magic takes planning. RESEARCH ENVISION DESIGN PRIORITIZE PLAN IMPACT ADOPT MEASURE PRODUCTIVE USE PRODUCTIVE USE Drive adoption to realize value and report on impact. Create feedback loop of usage, needs, and opportunities. Remove adoption blockers. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  33. 33. Magic takes planning. RESEARCH ENVISION DESIGN PRIORITIZE PLAN IMPACT PRODUCTIVE USE MEASURE ADOPT ADOPT Drive effective change and organization adoption to optimize usage and value realized. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  34. 34. Magic takes planning. RESEARCH ENVISION DESIGN PRIORITIZE PLAN IMPACT PRODUCTIVE USE ADOPT MEASURE MEASURE Monitor strategy with KPIs, critical success factors, and any other significant criteria. Establish governance to manage, monitor, and track performance. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  35. 35. Magic takes planning. RESEARCH ENVISION DESIGN PRIORITIZE PLAN PRODUCTIVE USE ADOPT MEASURE IMPACT IMPACT Business value, outcomes, and experiences realized. Solution brought to market profitably and effectively. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  36. 36. Use these tools and techniques to imagine what’s next, realize more value, and create experiences that differentiate. 1 Industry Research 2 Customer Journey Mapping 3 Ethnographic Research 4 Observation Analysis 5 Ideation Management 6 Scenario Planning 7 Story Boarding 8 Story Telling 9 Business Model Innovation DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITYDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYTOOLS & TECHNIQUES
  37. 37. Use these tools and techniques to imagine what’s next, realize more value, and create experiences that differentiate. 2 Customer Journey Mapping 3 Ethnographic Research 4 Observation Analysis 5 Ideation Management 6 Scenario Planning 7 Story Boarding 8 Story Telling 9 Business Model Innovation 1 Industry Research Being current on industry trends, finding key performance benchmark patterns, analyzing the types of business and strategies and tactics in competing organizations. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  38. 38. Use these tools and techniques to imagine what’s next, realize more value, and create experiences that differentiate. 1 Industry Research 3 Ethnographic Research 4 Observation Analysis 5 Ideation Management 6 Scenario Planning 7 Story Boarding 8 Story Telling 9 Business Model Innovation 2 Customer Journey Mapping Outlining the needs, goals, thoughts, feelings, expectations and pain points of each person involved, determining the actions and interactions of what your customer is doing, the channels where the interaction takes place, and the context. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  39. 39. Use these tools and techniques to imagine what’s next, realize more value, and create experiences that differentiate. 1 Industry Research 2 Customer Journey Mapping 4 Observation Analysis 5 Ideation Management 6 Scenario Planning 7 Story Boarding 8 Story Telling 9 Business Model Innovation 3 Ethnographic Studies Emphasizing cultural relativity, holistic thinking, and the use of findings to frame cultural critiques, qualitative research and analysis to describe a cultural group. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  40. 40. Use these tools and techniques to imagine what’s next, realize more value, and create experiences that differentiate. 1 Industry Research 2 Customer Journey Mapping 3 Ethnographic Research 5 Ideation Management 6 Scenario Planning 7 Story Boarding 8 Story Telling 9 Business Model Innovation 4 Observation Analysis Exploring the customer’s journey to gather information about the products and services an organization provides that go beyond their immediate interactions in a specific digital or physical touch point. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  41. 41. Use these tools and techniques to imagine what’s next, realize more value, and create experiences that differentiate. 1 Industry Research 2 Customer Journey Mapping 3 Ethnographic Research 4 Observation Analysis 6 Scenario Planning 7 Story Boarding 8 Story Telling 9 Business Model Innovation 5 Ideation Management Generating, developing, and communicating new creative ideas across all stages of the thought process, from research, envision, design to realization. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  42. 42. Use these tools and techniques to imagine what’s next, realize more value, and create experiences that differentiate. 1 Industry Research 2 Customer Journey Mapping 3 Ethnographic Research 4 Observation Analysis 5 Ideation Management 7 Story Boarding 8 Story Telling 9 Business Model Innovation 6 Scenario Planning Designing for the needs of your customers so that a service is people-centric, competitive, and relevant to your customers by helping your business to better understand the behavior, needs, and motivations of your customers. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  43. 43. Use these tools and techniques to imagine what’s next, realize more value, and create experiences that differentiate. 1 Industry Research 2 Customer Journey Mapping 3 Ethnographic Research 4 Observation Analysis 5 Ideation Management 6 Scenario Planning 8 Story Telling 9 Business Model Innovation 7 Story Boarding Visually organizing and illustrating the series of steps and their sequencing in the customer journey storyboard as part of the iterative design process. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  44. 44. Use these tools and techniques to imagine what’s next, realize more value, and create experiences that differentiate. 1 Industry Research 2 Customer Journey Mapping 3 Ethnographic Research 4 Observation Analysis 5 Ideation Management 6 Scenario Planning 7 Story Boarding 9 Business Model Innovation 8 Story Telling Revealing the motivations, work-lives, environments, challenges, achievements, and the people and technologies that help them along the way, showing the ups and downs. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  45. 45. Use these tools and techniques to imagine what’s next, realize more value, and create experiences that differentiate. 1 Industry Research 2 Customer Journey Mapping 3 Ethnographic Research 4 Observation Analysis 5 Ideation Management 6 Scenario Planning 7 Story Boarding 8 Story Telling 9 Business Model Innovation Formulating the key building blocks to develop the business model by aligning activities by illustrating potential trade-offs across your value proposition, how you prioritize and execute to make money, go to market, manage cost and operations. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY
  46. 46. The client—Chief Marketing Officer “We are always looking to… • Improve our marketing and sales effectiveness • Reduce the cost of gaining new customers and maintaining customer loyalty • Control our message in the market at all times and in all situations • Drive each customer to buy across a range of products through cross-selling and up-selling DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  47. 47. Current state Desired future state “We have difficulty finding ways to maximize reach and deliver messages that provoke action, especially with people using more devices in more locations than ever before. We need to find interactive solutions that allow us to be a part of the moments that matter and make the ads work.” “We can easily build evocative advertisements and conduct digital marketing campaigns, delivering them on interactive devices that make the creative come to life. We can react to real-time insights and personalized information.“ The goal—increase customer preference DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  48. 48. Mapping the customer experience journey SHOP + PURCHASE OWNERSHIP Needs arise and change Receive targeted marketing Decide to find solution Learn of new product Gather + evaluate info Visit store Receive personalized offers Purchase Product Learn of add-ons Try product Digital Hotspots Receiving targeted marketing Learning of product Researching product Receiving personalized offers Purchasing products and services Learning of services * * * * * * * DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  49. 49. Mapping the customer experience journey SHOP + PURCHASE OWNERSHIP Use product Submit usage data Discuss satisfaction Purchase add-ons and services Receive targeted marketing Digital Hotspots Receiving customer service Generating data to support personalized marketing Providing data and ideas for new offerings Sharing experience with others * * * * * Purchase & subscribe* DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  50. 50. Solution storyboard Market and sell products Move customers through the decision journey Conduct responsive, agile and effective campaigns START STOP CONTINUEBENEFITSTOP-LINE IMPACT DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  51. 51. Move customers through the decision journey Conduct responsive, agile and effective campaigns Market and sell products Social media Mass media Devices The web Solution storyboard START STOP CONTINUEBENEFITSTOP-LINE IMPACT DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  52. 52. Market and sell products Conduct responsive, agile and effective campaigns Solution storyboard Move customers through the decision journey Move customers through the decision journey Personalized services Adapt campaigns Develop new offers Target marketing Customer 360º view Services to devices, telemetry, social, and market data START STOP CONTINUEBENEFITSTOP-LINE IMPACT DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  53. 53. Market and sell products Move customers through the decision journey Solution storyboard Conduct responsive, agile and effective campaigns Engage customers Increase sales Multiple channels Offer desirable services START STOP CONTINUEBENEFITSTOP-LINE IMPACT DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  54. 54. Market and sell products Move customers through the decision journey Conduct responsive, agile and effective campaigns Solution storyboard START STOP CONTINUEBENEFITSTOP-LINE IMPACT Enhance and improve customer engagement and generate ongoing revenue with personalized, timely, and agile marketing campaigns. TOP-LINE IMPACT DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  55. 55. Market and sell products Move customers through the decision journey Conduct responsive, agile and effective campaigns Solution storyboard START STOP CONTINUEBENEFITSTOP-LINE IMPACT Improved marketing and sales effectiveness Increased market share Improved product and service quality Improved brand and shareholder satisfaction Improved speed to market BENEFITS DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  56. 56. Market and sell products Move customers through the decision journey Conduct responsive, agile and effective campaigns Solution storyboard START STOP CONTINUEBENEFITSTOP-LINE IMPACT Design marketing campaigns with the help of social listening analytics Evaluate device telemetry to identify new marketing opportunities Using customer analytics to connect customers with the most pertinent products and services Personalizing mobile marketing START DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  57. 57. Market and sell products Move customers through the decision journey Conduct responsive, agile and effective campaigns Solution storyboard START STOP CONTINUEBENEFITSTOP-LINE IMPACT Restrict listening to only brand and not beyond (Competitors) Restrict sharing sentiment analysis data throughout the organization STOP DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  58. 58. Market and sell products Move customers through the decision journey Conduct responsive, agile and effective campaigns Solution storyboard START STOP CONTINUEBENEFITSTOP-LINE IMPACT Perform customer and marketintelligence analysis Develop and manage social media channels Develop and manage promotional activities CONTINUE DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  59. 59. Technology storyboard Customer Nearby store Print Online (web, chat) Assisted Sales Digital signage/kiosk TV & radio Devices Partners Mobile app Sales & service Marketing Microsoft social engagement Data science Machine learning Artificial intelligence Internet of things Demographic insights Social media So cial sentiment Shared custom er v iew Sales and customer service Proximityoffers Offers Campaigns, promotions, and offers Contextual offers (event-based, seasonal, etc.) InsightsVideo DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY CLIENT SCENARIO — DIGITAL MARKETING & CUSTOMER EXPERIENCE
  60. 60. True stories People and organizations who have challenged convention, using technology creatively to imagine and realize the human and business value of digital experiences Setting people with sight loss free to experience cities like never before Independence Day Reimagining the buying experience to sell health, beauty and homecare products Amway Bringing the customer experience to life Virgin Atlantic DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY DIGITAL JOURNEY TRUE STORIES
  61. 61. The edges are no longer the boundaries.The edges are no longer the boundaries. As more people and things are connected, there is more data to provide insight. And that insight, in turn, can be used to innovate and disrupt anything where there are inefficiencies in how information is generated, captured, shared, and exploited. At the same time, imagine a world where more people are trying to find new ways to create and capture value. This flips business models on their head, and leads to more business model innovation, as companies find the hot spots along their value chain (marketing, sales, supply, product development, distribution, and customer service) to simplify, digitize, and automate. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXTVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY EDGELESS BOUNDARIES
  62. 62. The edges are no longer the boundaries. The individuals and companies that rise above the noise, are able to look left when others are looking right, are the ones that build better brands, have the foresight and empathy to see through the eyes of their customers to quickly innovate and bring to market differentiated products, services, solutions and experiences, are laser focused on creating unique value, have the agility to reinvent themselves and move quickly to embrace change, can tell their story to inspire and win the hearts and minds, and cultivate their own tribe of raving fans. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXTVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY EDGELESS BOUNDARIES
  63. 63. About the authors ROY SHARPLES Director, Digital Experiences Creative laureate that envisions and brings to life new services and experiences that enable wealth creation and makes people’s lives better. JD MEIER Director, Digital Business Transformation Leads the Microsoft capability for enterprise strategy, enterprise architecture, and value realization. Pioneer in agile program management, taking on big challenges and turning them into results, competitive wins, and industry impact. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEYDIGITAL AGE CENTRAL IMAGINE WHAT’S NEXTVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY EDGELESS BOUNDARIES
  64. 64. DIGITAL AGE CENTRAL IMAGINE WHAT’S NEXT EDGELESS BOUNDARIESVIRTUAL MEETS REALITY TOOLS & TECHNIQUESDIGITAL FRONTIER MAGIC TAKES PLANNINGDIGITAL STRATEGY TRUE STORIESDIGITAL JOURNEY © 2016 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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