© 2015 IBM Corporation© 2015 IBM Corporation
Moving at the Speed of ExpectationCaroline TaylorCMO, IBM Europe
IBM BusinessConnect 2015Seize the Moment19/10/2015
© 2015 IBM Corporation© 2015 IBM Corporation2
Moving at the Speed of Expectation
© 2015 IBM Corporation
“The last, best experience that anyone has anywhere becomes the minimum expectation for the experiences theywant everywhere.”
© 2015 IBM Corporation
Click icon to add chart
The market has changed
© 2015 IBM Corporation
Click icon to add chart
The world has changed
“The customer is now at the heart of the
boardroom” IBM c-suite study, 2013
“Prepare for digital disruption” Forrester, 2012
“The individual-centred economy is already here”
IBM Digital Reinvention paper, 2014
From…
to…
“Digital revolution will affect every stage of the customer lifecycle and
every aspect of your business” Forrester, 2014
© 2015 IBM CorporationFooter: Title may be placed here or disclaimer if required. May sit up to two lines in depth.
The importance of design
© 2015 IBM Corporation
Designa vase
Design a better way for people to enjoy
flowers in their home
Product or Task Focused Experience Focused
© 2015 IBM Corporation
Drag picture to
placeholder or click icon
to add
Design is not just what it looks like & feels like. Design is how it works.
- Steve Jobs
© 2015 IBM Corporation
76% of consumers today
expectexpectorganisations to understand their
individual needsindividual needsIBM, Institute for Business Value, 2014
© 2015 IBM CorporationIBM Confidential
Data is the new natural resource
© 2015 IBM Corporation
Data and Customer Experience
© 2015 IBM CorporationIBM Confidential
12
© 2015 IBM CorporationIBM Confidential
Personalised Mobile Fan Experience
© 2015 IBM CorporationIBM Confidential
Social command centre – listening and understanding
© 2015 IBM CorporationIBM Confidential
Fan engagement – driving experience with data
© 2015 IBM CorporationIBM Confidential
Hill vs World – Making the digital to physical connection
© 2015 IBM CorporationIBM Confidential
17
© 2015 IBM Corporation
70%of Fortune 1000 companies in 2004 do not exist today
Gartner 2014
© 2015 IBM CorporationIBM ConfidentialPhoto: Santiago Barreiro (www.portones.com.uy) [CC BY-SA 3.0 (http://creativecommons.org/licenses/by-sa/3.0)]
© 2015 IBM Corporation© 2015 IBM Corporation20
Changing the Gameat the Speed of Expectation