rik vera - ceo nexxworks

RADICAL INNOVATION FOR THE AGE OF DISRUPTION www.nexxworks.com

Peter Hinssen Steven Van Belleghem Rik Vera Annick Vandezande Nancy Rademaker

WE INSPIRE COMPANIES TO ACT UPON THEIR DAY AFTER TOMORROW

KEYNOTES

TEACHING

TOURS

BOOTCAMPS

WORKSHOPS

INNOVATION PLATFORM


c2MxEiEXTREME CUSTOMER CENTRICITYTHE ONLY STRATEGY FOR THE NEW NORMAL

RADICAL INNOVATION FOR THE AGE OF DISRUPTION www.nexxworks.com5


TWO LUNATICS IN 1980


DIGITAL

IS THE NEW NORMAL


IT IS NOT

ABOUT

TECHNOLOGY

BUT ABOUT

CHANGING

HUMAN

BEHAVIOUR


MOBILE

IS

THE NEW NORMAL


COMMUNICATION HAS BECOME DIGITAL AND MOBILETEFing IS FOR OLD PEOPLE


TEST


SMOMBIES


IT IS NOT

ABOUT

TECHNOLOGY

BUT ABOUT

CHANGING

HUMAN

BEHAVIOUR


DATA ARE THE NEW GOLD


WW 3


SEARCH ENGINE

SOCIAL PLATFORMS

HYPER-CONNECTED WORLD


SOFTWARE

IS EATING

THE WORLD


JAMES (JAMIE FOR THE FRIENDS) DIMON


THE NEWNORMAL

THE NEW

CUSTOMEREXTREME

SPEED


"Our industry will see more

change in the next 10 years

than it has in the past 50 years.

All of a sudden, the competitive

landscape has shifted entirely."


MY GRANDCHILDREN

MAY NEVER

NEED

A DRIVERS LICENCE


MY GRANDCHILDREN

DO NOT SAY

VROOOAAAARRR


MY GRANDCHILDREN

MAY

NEVER

BUY A CAR


ZERO

OWNERSHIP


MY GRANDCHILDREN

WILL LIVE

IN A DIFFERENT

WORLD


2030

IS

TODAY

???


YOU CAN RE-INVENT


NEW WORLD

NEW RULES


THEY USE EXISTING ELEMENTS


BUT NOT

EXISTING

PATTERNS


CARS


FROM PRODUCTS OR SERVICES TO

PLATFORMS


SEARCH

SOCIAL

HYPER-CONNECTED

ACTIVATION OF

EVERYTHING


CUSTOMERS

BECOME

SALES AND

MARKETING


CUSTOMERS BECOME

THE INFRASTRUCTURE


INFRASTRUCTURE BECOMES

VALUE PROPOSITION


HYPER-CONNECTED

WORLD


VOLATILEUNCERTAINCOMPLEXAMBIGUIOUS


CHALLENGE #1

THE END OF

LINEAR THINKING


THE END OF

RIGID

LONG-TERM

PLANS


THE END OF

WAIT AND SEE


STRATEGY

BECOMES

FLUID


DISRUPTIVE INNOVATIONfollows a New Pattern


IN THE NEW NORMAL-

AGILITYIS

CRUCIAL


NOT A DIGITAL STRATEGY

A STRATEGY

FOR

THE NEW WORLD


SOFTWARE FIRST


BEACH CHAIR

MODEL


DISRUPTERS JUST RIDE THE WAVE


STRATEGY IS

UNLEARNING


STRATEGY IS

REMOVING

LIMITS


“The electric light did not come from the continuous improvement of candles.”


CHALLENGE #2

INNOVATION


INNOVATION

IS

A MINDSET


INNOVATION NEVER HAPPENS USING OLD MENTAL MODELS

DAY AFTER

TOMORROW

SEPARATE ENTITY

Day-After-Tomorrow Entity

Separate from Core Business

CATAPULT

DISRUPTION

Overarching Cross-Business

Fast-Rhythm Agile Innovation

DAY AFTER

TOMORROW

REMOTE SILO

Day-After-Tomorrow Unit

Optimum Distance from Core

DAT PORTFOLIO

ORGANIZATION

Frozen - Fluid Cycle

Beyond One-Size-Fits-All

INTEGRAL

DISRUPTION

Full Fledged Total

Integral Disruption.

Every Pore.

CUSTOMER

CO-CREATION

DAT LABS

Agile Co-Creation

Customer as DAT PartnerRainforest + Plantation

Cultural Integration

STARTUP

ECOSYSTEMDAT NETWORK

ORGANIZATION

Micro-Enterprises

Catfish Management


TODAY

TOMORROWDAY AFTERTOMORROW

TIME

VALUE

CREATION

93% 7% 0%70% 20% 10%


TODAY

TOMORROWDAY AFTERTOMORROW

CURRENT VALUE

FUTURE VALUE

LONG-TERM VALUE

THE SHIT OF

YESTERDAY


WHAT DO WE

LEARN FROM

START-UPS


BYPASS CONVENTIONS AND RULES.

10X REMOVE SERVICE FRICTION.

10X PIMP CUSTOMER EXPERIENCE.

LEVERAGE THE NETWORK.

START

FROM

THE

CUSTOMER


CHALLENGE #3

THE

EMPOWERED CUSTOMER


THE FLOWERS AND THE BEES


c2MxEi


NO LONGER B2B OR B2C

BUT

H2H


DATA ARE THE NEW GOLD


NOT TO

UP-SELL

CROSS-SELL

DEEP-SELL


BUT USE DATA TO

ENGAGE CUSTOMERS


KNOW ME


HAVE ONE

CONVERSATION


MAKE IT

MATTER


YOU ARESELLING

NO PRODUCTS NOR SERVICE

IT IS ABOUT CEX


THE NOKIA TEST


CONVENIENCE

IS THE NEW

LOYALTY


Low effort High effort

Likely to continue being a customer


FAST EASY

FUN

SIMPLE


USE TECHNOLOGY TO

ENGAGE CUSTOMERS


YOUR ALIBABA ACCOUNT

WITH A SELFIE


PAY WITH A SMILE


THE DIGITAL CUSTOMER / EMPLOYEE EXPECTS…

ON DEMAND

SERVICES AND

PRODUCTS

THE MOST

PERSONAL

EXPERIENCES

THE MOST

ULTIMATE

CONVENIENCE

AWESOME

COMPANIES

TO BUY FROM

PERSONALISATIONPEOPLE

CULTUREEXTREME

SIMPLICITY

STORYATTITUDE


START FROM THE CUSTOMER


USE

TECHNOLOGY

AND DATA

TO AVOID

MAKING MISTAKESAutomate + data


PEOPLE

BRING

JOYEmpathy + creativity + passion


A CUSTOMER JOURNEY

IS NOT A LINE(IT NEVER WAS)


A CUSTOMER JOURNEY IS NOT LINEAR


THE

CUSTOMER

JOURNEY

IS ALWAYS

DIFFERENT


CREATE MANY TOUCHPOINTS


LISTEN PASSIONATELY


TELL STORIES AND INSPIRE


SO HAPPY CUSTOMERS HAVE A STORY TO TELL


CUSTOMER

HUMAN

DIGITAL

CIRCLE OF TOUCHPOINTS


PEOPLE SHOULD

EXCEL IN THESE

SKILLS:

PASSION

EMPATHY

CREATIVITY


LESS PROCESSES

MORE

VALUE-DRIVEN

BEHAVIOR


CHALLENGE #4

LEADERSHIP


CUSTOMER-CENTRIC THINKING:

DARE TO REVERSE THE PYRAMID

Products and services

Logistic and processes

Management

Working climate

Staff

behavior

CEX

DesiredCEX

OptimalStaff behavior

Stimulating culture

Guiding stewardship

Facilitating logistics

and processes

Solutions and concepts


A TRADITIONAL ORGANIZATION


A CUSTOMER-CENTRIC AND

VALUE-DRIVEN ORGANIZATION


A NETWORK ORGANIZATION

RIK VERA

Marketing AutomationA Museum in the Digital Age

FINAL CONCLUSIONS


COMPANIES STILL PRODUCE 20th

CENTURY PRODUCTS AND

SERVICES

MANAGED BY 19th CENTURY

RULES AND CONVENTIONS

FOR CUSTOMERS THAT LIVE IN

THE 21st CENTURY


THE CUSTOMER IS

ALREADY ON MARS


THE EMPLOYEE IS

ALREADY ON MARS


ADOPT THEIR MENTAL PATTERNS.

10X MAKE IT EASY.

10X MAKE IT FUN

BE PART OF THEIR NETWORKS.

START

FROM

THE

CUSTOMER


‘SOMETIMES PEOPLE

REMEMBER WHAT

YOU SAY. SOMETIMES

PEOPLE REMEMBER

WHAT YOU DO. BUT

THEY ALWAYS

REMEMBER HOW

YOU MAKE THEM

FEEL’.

Maya Angelou

Author, Poet & Playwright

@[email protected]

rik vera - ceo nexxworks

Recruiting & HR