Digital Business Models in the Age of the Customer Kristoffer Okkels // Business Development Director // Creuna Headstart & Internet Week Denmark
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Digital Business Models in the Age of the Customer
Kristoffer Okkels // Business Development Director // Creuna
© Creuna
Headstart & Internet Week Denmark
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The age of the customer is all about
emerging excpectations © Creuna
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Expectations are rising…
© Creuna Uber Newsroom
The willingness to wait for an Uber drops from 8 to 5 minutes in one year.
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…and know no industry boundaries
© Creuna
Interfaces Selection Price/Quality Service
http://trenddriveninnovation.com/
Efficiency
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The age of the customer is also the
golden age of technology © Creuna
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All companies are in the line of fire...
Production gets automated
Technology gets out-dated
Service gets virtualised
Experiences get digitised
© Creuna
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…and the boundaries between
products and services and the
digital and physical are getting blurry. © Creuna
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From independent entities…
© Creuna Forrester: How to Embrace New Digital Business Models
Online insurance
GPS navigation
Honda Civic
Repair Shop
Product
Service
Digital Physical
Auto Industry
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…to coherent experiences
© Creuna Forrester: How to Embrace New Digital Business Models
Model S app
GPS navigation
Model S
Charging Station
Product
Service
Digital Physical
Tesla
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Use behavioural and contextual data to make intelligent and dynamic pricing
© Creuna
Customer experience can go hand in hand with business process optimisation
Engage customers and create new revenue with valuable services and platforms
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Let behavioural data determine the price
© Creuna https://www.progressive.com/auto/snapshot/
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Use location data to control supply (and price)
© Creuna
Uber-efterspørgsel i New York City
“Prices go up to encourage more drivers to go online. The increase in price is proportionate to demand.”
Uber Blog & Washington Post
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Context is important for most products
© Creuna Ad Age
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Use behavioural and contextual data to make intelligent and dynamic pricing
© Creuna
Customer experience can go hand in hand with business process optimisation
Engage customers and create new revenue with valuable services and platforms
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• Rolls Royce: power by the hour
• Choice Hotels
Let sensors extend your product…
© Creuna Creative Tech
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…or digitise the decision-making process
© Creuna Future AG & Fast Company
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Empower the customer!
© Creuna QZ: Ralph Laurens High Tech Fitting Room
Customers tried on 6 times as many clothes
Cross-selling was increased by 80%
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Use behavioural and contextual data to make intelligent and dynamic pricing
© Creuna
Customer experience can go hand in hand with business process optimisation
Engage customers and create new revenue with valuable services and platforms
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Use the easy access to new customers…
© Creuna China Daily
The US export of
lobsters to China
has increased
from 15 to 675
mio. dkr. in 5 years.
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…but beware of disruptors
© Creuna https://www.instacart.com/ & http://www.lunarway.com/
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Meet customers’ desire for flexibility
© Creuna http://www.driveclutch.com/
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Turn big data into commercial assets
https://www.vestas.com/ve stasonline/
Breakeven on a 2-digit million dkr. investment in 8 months
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What should you do to meet the emerging expectations in the age of the customer?
© Creuna
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1. Attract 2. Acquire 3. Retain 4. Co-Create
Turn the brand into an
Ecosystem
© Creuna
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Customer Experience
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Use the right technologies to create intelligent and consistent experiences and services…
Turn the brand into an
Ecosystem
© Creuna
Customer Experience
Technology
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...and create a united organization focusing on unprecedented customer-centricity.
Turn the brand into an
Ecosystem
© Creuna
Customer Experience
Technology
Organization
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thanks for listening!
© Creuna
creuna.dk [email protected]
in/okkels slideshare.net/creuna +45 22 49 83 39
Kristoffer Okkels, Business Development Director