DARE2 Laila Pawlaks presentation on customer experiences
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Laila Pawlaks presentation on #customer #experiences
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DARE2 Laila Pawlaks presentation on customer experiences
- 1. DARE2@Singularity University Summit Europe Designing Extraordinary Customer Experiences for an Exponential World @DARE2dk
- 2. ???
- 7. • 2002 forudsigelse: 16% • Faktisk vækst: 100% • 2004 forudsigelse: 14% • Faktisk vækst: 100% • 2006 forudsigelse: 12% • Faktisk vækst: 100% • 2008 forudsigelse: 10% • Faktisk vækst: 100%
- 9. 1. 3 milliarder flere internetbrugere. 2. Fra 8 milliarder til 100 milliarder forbundne enheder (IoT). 3. Prisen for kortlægning af DNA: Under 50 ører. 4. 80% af alle operationer gennemføres af robotter. 5. IBM’sWatson er assisterende læge. 6. Rullestole erstattet af exoskeletons. 7. 3D printere kan 3D printe sig selv. 8. Op til 50 millioner selvkørende biler på vejene. 9. 40% af Fortune 500 virksomheder har lavet en Kodak. 10. Fra 20 år om at skabe en milliard virksomhed til…? I 2025
- 10. ’Eksponentielle Organisationer’, DARE2 & SAXO 2015
- 13. Or not so slow decline…
- 15. Why?
- 16. Reality What companies think customers want What customers really want
- 17. Unapologetic Customer Perspective Always be yourself - unless you can be Sherlock, then always be Sherlock!
- 18. We are competing about their Attention MoneyTime
- 20. The Fundamental 4s - What drives customers? Pawlak & Østergaard, 2011 Proactive Reactive Intrinsic Extrinsic
- 21. BE better - Honor your customers values and moral landscape www.BeMyEyes.org
- 22. BE better - Honor your customers values and moral landscape
- 23. BE better - Honor your customers values and moral landscape
- 24. BE better - Honor your customers values and moral landscape
- 25. BE better - Honor your customers values and moral landscape http://www.gabv.org
- 26. DO better - Enhance your customers’ skills, competencies & results www.24slides.com www.athgene.com www.focusatwill.com
- 27. DO better - Enhance your customers’ skills, competencies & results Lowes Innovation Lab, http://www.lowesinnovationlabs.com
- 28. DO better - Enhance your customers’ skills, competencies & results www.sunday.dk
- 29. DO better - Enhance your customers’ skills, competencies & results https://www.pruhealth.co.uk/personal/health-insurance
- 30. FEEL better - triggering your customers’ senses and emotions www.thync.com
- 31. FEEL better - triggering your customers’ senses and emotions www.ing.com
- 32. FEEL better - triggering your customers’ senses and emotions www.jyskebank.dk
- 33. LOOK better - Improving your customers’ social status
- 34. Potential
- 35. It’s never about YOU OR EVENTHE TECHNOLOGY YOUR COMPANY
- 36. It’s about how you can positively impact …
- 37. Let’s do it!
- 38. The Fundamental 4s - What drives customers? Pawlak & Østergaard, 2011 Proactive Reactive Intrinsic Extrinsic
- 39. Let’s do it!
- 40. Innovation on the edges
- 41. thinkubator @ INNOVATION & BUSINESS DEVELOPMENT FACILITATION & TRAINING CONNECTION & ACCESS EVENTS & VISABILITY Student Network Selected Knowledge & Resource Partners Selected CorporatesSelected Entrepreneurs Accelerator & X-division PUBLISHING BROADCASTING PLATFORM EVENTS www.thinkubator.dk
- 42. Want the #Fundamental4s whitepaper when it comes out? Write to: laila@DARE2.dk
- 43. THANK YOU Laila Pawlak Founder & CEO, DARE2 Adjunct faculty Singularity University laila@DARE2.dk +45 2924 5350 @DAREdk Laila on Facebook Connect on LinkedIn DARE2 @DARE2mansion Vermundsgade 13-15 2100 Copenhagen. +45 2924 5350 www.DARE2.dk www.DARE2mansion.com www.thinkubator.dk
Notas do Editor
- This i the Motorola's DynaTAC 8000X State of the art mobile phone 1984 Weighing in at 2 pounds costing nearly $4,000 (almost $9,000 today)
- The Motorola's DynaTAC 8000X was so expensive that only this guy could afford it.
- Back to the Motorola DynaTAC 8000X In the early 80s McKinsey: estimated 1 million cellphones by 2000. Casued AT&T not to go in. There were 100 million
- Vinosh Khosla Co-founder sun microsystems. Analyzed the mobile phone growth prediction from 2000 to 2010 from Gratner, McKinsey, Forrester- the worlds leading experts Don’t assume – analyze. 2002: predcict 16% growth By 2004: 100% growth 2004: predict collective predictions came to 14% by 2006 Actual numbers: 100% 2006: predict 12 % Doubled again 2008: predict 10% growth Another 100 % leap Could you BE any more wrong?
- What did all these predictions have in common? They were made on a false premise. That development is linear. But in fact technology develops exponentially. Instead of going 1,2,3,4,5 it goes, 1,2,4,8,16 40 gange rundt om jorden We know this development from Moores law which says that computer power doubles app every 2 years. This has masive importance for our companies
- Differentiation Retain
- Biggest mistake in research is that you ask the wrong people about the wrong thing Customer research is NOT sending a survey It is indepht qualitative research – etnographic reasearch Medical study lab 3 years. Developed a spray. Design thinking Explore, empathize, extract. Etnographic Ideate Prototype New amazing methods of research through neuroscience.
- In the future we’re competing for all of these A way to stand out from the clutter, get peoples time and ultimatety their money is staging extraordinary customer experiences
- Upworthy draws massive amounts of attention to things that matter. Upworthy is a website built entirely around making “meaningful” stories going viral. Fast Company named them the fastest growing media company of all time in 2013 based on the 8.7 million unique visitors they had within their first six months. 50 mill. Each month Also makes people LOOK better when sharing
- Califiórnia water crisis
- profit making enterprises within sustainable production and not-for-profit institutions and associations within cultural and social fields. “my money does good”
- shared mission to use finance to deliver sustainable economic, social and environmental development. 2009 serving 20 million customers;
- AthGene helps fitness enthusiasts maintain their ideal body type by providing ongoing meal and exercise plans tailored specifically to their genetics Oshbot from Lowes innovation lab
- Oshbot
- Sunday Bying a home – biggest private investment.
- Gamified, mobile, speed – rewards video consultation with a Vitality GP within 48 hours, including Saturdays
- Thync – FOCUS or ENERGY. Paro – robot. Dissasters. Dementia. Pebber – sold out in one minute. EMObot – read facial expressions
- Products – are pakages Colours They sit next to each other – not opposite each other. All can see the screen
- Jyske Bank Boxen
- Uber: You are graded after the trip Mediator between utility companies and customers. Digital engagement and makes people understand their energy bill Strike of genious is comparing to others Steinway
- In the future we’re competing for all of these A way to stand out from the clutter, get peoples time and ultimatety their money is staging extraordinary customer experiences
- We start as entrepreneurs with a huge customer focus and then along the way we forget who it’s about. Customers become numbers in spreadsheets and databases Now more than ever we need to understand that it’s never about the technology – it’s about what we can do for people with technology