We live in a Shark Tank world: competition is fierce, talent is better than ever, and we’re all striving to come out on top. CEOs everywhere are seeking to innovate, but 81% say their teams are not equipped to meet the challenges needed to compete in today’s marketplace. Innovation is about empathy with your customers. It's all about customer obsession! In this session, I (Or should you say Sandy Carter, AWS Vice President) will hone your superpower - not of customer focus, or customer driven, but customer obsessed.

1. HOW TO DO CUSTOMER
SUCCESS AT SCALE
SANDY CARTER
Vice President, Windows and Enterprise
Workloads
Amazon Web Services
@Sandy_Carter

2. Sandy Carter
Vice President, Windows and
Enterprise Workloads
Amazon Web Services
@Sandy_Carter
How to do Customer Success at Scale

3. Image Source: PinterestFails.com

4. Source: PWC Study
The cloud enables customer obsession
Time to market
Customer experience
Agility

5. Source: PWC Study
Doesn’t everyone do this?
•Customer focused
•Customer driven
•Customer obsessed

6. “Not Everything Makes the Cut”
SuperBowl Commercial presented by
Amazon

7. Source: PWC Study

8. Customer Obsession
Innovation = Empathy

9. WORK BACKWARDS
from the customer

10. WRITE THE
PRESS RELEASE

11. WRITE THE
FAQ

12. … TO ANSWER THESE QUESTIONS
• Who is the customer?
• What is the customer problem or opportunity?
• What is the most important customer benefit?
• How do you know what customers need?
• What does the customer experience look like?

13. AI & Alexa
Just Eat

14. Two Pizza Teams
• Decompose to primitive problems
• Single-threaded focus
• Small “Two Pizza Teams”
• Enables self-directed teams
• Fosters ownership & autonomy

15. • Different types of decisions
• Two-way doors
High Velocity
Decision Making

17. • Value
• Selection
• Convenience
Amazon’s Growth Flywheel

18. Infor CloudSuite

19. DON’T OVERANALYZE IT
JUST GET GOING.
@Sandy_Carter

20. THANK YOU
@Sandy_Carter