The Art of Intellectual Influence

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November 2013 ALGIM Conference

!Jennie Vickers

http://zeopard.com

INTELLECTUAL INFLUENCE - The Art & The Science

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Jennie Vickers Zeopard Think

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YOUR INTERNAL CUSTOMERS?


Video Link: http://www.youtube.com/watch?v=FSIkjNaICsg

http://www.youtube.com/watch?v=FSIkjNaICsg

Welcome to the COMSHARE contracts prevention office...


“The real true source of power, in any company today is ideas...


...the rest is housekeeping” - Marsh Fisher, founder of Century 21


“Curious how often you humans manage to obtain that which you do not want.” - Spock in the Errand of Mercy



THE CHALLENGES OF SERVICE DELIVERY

Cost centre or value creators? What do we want to be known for?

•Managers!

•Individuals!

•Aspirational Managers!

•CEO’s!

•CIO’s!

•Suppliers


WE’RE ALL LOOKING TO INFLUENCE SOMEONE-WHO IS IN THE ROOM?

Your colleagues are your customers-they are your internal customers


Who are you trying to influence?


THE WORLD HAS SHIFTED

FUTURE OF COMPUTING !!1. Search was king of the last era!!! - as of Sept 2012 overall search volume on web has started to decrease!! - now using App driven mechanics to find your content as these provide context around requests ensuring more accurate responses!!Forrester Research Blog



FUTURE OF COMPUTING !!!2. Experience will begin to replace Apps! - customers simply want a great experience! - design more important!

!3. Data is the new currency Data=currency! APIs=new banks! API Management = financial advisor!

!Forrester Research Blog


THIS IS WHAT CEO’S ARE THINKING ABOUT


Better Public Services Advisory Group Report November 2011

WHAT ARE PUBLIC SERVICE CEO’S NOW LOOKING AT DELIVERING?

“Capitalising on new technology and ways of engaging such as social media will reduce costs and help meet citizens’ and businesses’ expectations for their dealings with government”


If you are not using these social tools how can you advise or manage their use?

HOW MANY PUBLIC SERVICE IT STAFF ARE ACTIVE THEMSELVES ON SOCIAL MEDIA?

“Starting with a social media control policy is a recipe for disaster. Thought Leadership means finding the how and not the why not”


!!

Pressure on CIOs! Chris Murphy of Information Week says:!!“Make IT measurably more relevant to your customers” !“We're living through a historic shift that makes technology more important -- in fact, indispensable -- to building close customer ties. IT leaders can seize the moment by ruthlessly focusing 2013's goals on the customer who buys their products.” !!

!!

THIS IS WHAT CIO’S ARE THINKING ABOUT


• The term was first coined in 1994, by Joel Kurtzman, editor-in-chief of the magazine, Strategy+Business !

• Thought leaders are individuals or organisations that are recognised by peers, customers and industry experts as someone who deeply understand the business they are in, the needs of their customers, and the broader marketplace in which they operate !

• Thought leaders have a distinctively original idea, a unique point of view or an insight

FOCUS ON THOUGHT LEADERSHIP


“Thought leadership centres on earning trust and credibility. Thought leaders get noticed by offering something different—information, insights, and ideas, for instance.

!Thought leadership positions you and your company as an industry authority and resource and trusted advisor by establishing your reputation as a generous contributor to your industry.”


Mark Strom’s book coming in Feb 2014

FOCUS ON WISDOM



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INTRODUCTION

@jennievickers


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INTRODUCTION

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INTRODUCTION

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10 HOT STRATEGIC TECH TRENDS 2014

1. Mobile Device Diversity and Management!!2. Mobile Apps and Applications!!3. The Internet of Everything!!4. Hybrid Cloud & IT as Service Broker!!5. Cloud/Client Architecture!!


10 HOT STRATEGIC TECH TRENDS 2014

6. The Era of Personal Cloud!!7. Software Defined Anything!!8. Web-Scale IT!!9. Smart Machines!!10. 3D Printing


10 KEY THEMES FROM ORACLE OPENWORLD 2013!1.! By 2016, half of the world’s big data will be

stored in the cloud. – Oracle !!2.! There are 1 billion smartphone users in the

world, and 80% of them use social. - Oracle!!3.! Customers today and in the newer generations

want things that are simple and have been engineered to work together. – Mark Hurd, President, Oracle!

!4.! Centricity has switched from your company

timeframe to the buyer’s timeframe, and we need to be prepared to jump– Paul Teshima, GVP Product Management, Oracle Eloqua!

https://twitter.com/MarkVHurd

https://twitter.com/pteshima


10 KEY THEMES FROM ORACLE OPENWORLD 2013!5.! 49% of executives believe that customers will

switch brands due to a poor customer experience, but in reality, 89% of customers have already switched. –Brian Curran, Vice President, Customer Experience Strategy and Design, Oracle!

!6.! Within the next year, every company should be

measuring the Customer Effort Score, or the ability to analyze how much effort a customer has to exert in order to do business with you. – Brian Curare!

!7.! Organizations that focus on the customer journey

have on average a 20% improvement on overall customer satisfaction and see a 10-15% growth in revenue. -Brian Curran!

http://www.linkedin.com/pub/brian-curr


10 KEY THEMES FROM ORACLE OPENWORLD 2013!8.! Twenty percent (20%) of revenue lost in

businesses is due to bad customer experiences. -David Vap, Group Vice President, Oracle!

!9.! By 2017, 87% of the US population will have

mobile Internet devices, which is more than homes that have broadband. –Reggie Bradford, SVP of Product Development at Oracle!

!10.! There always will be someone else fighting for

the attention of the consumer, whether or not they are your competitors. Be timely, relevant, brave, and humble. –Lars Silberbauer, Global Director of Social Media, LEGO!

!

https://twitter.com/dvap

https://twitt


MY DAD


LAWYERS DOCTORS


Left Brain VS Right Brain


CX

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Fishing and talking!

@jennievickers


Buzan Brain FRIENDLY LEARNING


Utility Sector: Trees and Lines


CCO Director for Rodney and CCO Governance Advisor

zeopard




Legal AND COMPLIANCE, HR AND IT departments…

…We are not the sexy TEAMS

“The significant problems we have cannot be solved at the same level of thinking with which we created them.” !Albert Einstein



Cost Centre - Not profit centre - EASIER TO OUTSOURCE


Are your colleagues going around you?


INTROVERTS VS EXTROVERTS


THE GOOD NEWS IS THAT Being an introvert is now COOL


QUIET- THE POWER OF INTROVERTS IN A WORLD THAT CAN’T STOP TALKING


LOTS OF BOOKS TO HELP INTROVERTS - MY FAVOURITE:


PAUL’S SUGGESTION FOR A BOOK TO HELP EXTROVERTS BECOME MORE LIKE INTROVERTS:


Speaking different languages


Are you inflicting your language on your customers?

! tickets are for buses and trains and even the movies


STAKEHOLDER EXPECTATIONS

!• Customer Experience in a Consumer world!!

• Frustration with service indifference!!

• Home computing speeds and easy use devices!!

• Rate payer expectations

• What is CX?!

• What is involved with CX

WHAT IS CAUSING THE ATTENTION ON CX?

What is Customer Experience?


WHAT IS CX?


!!- Forrester Research Inc.!

!

CUSTOMER EXPERIENCE - DEFINITION

“CX is how your customers perceive their interactions with your company”


“An internal customer experience is an interaction between a department and an internal customer as perceived through that internal customer’s conscious and subconscious mind. It is a blend of the department’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against internal customer expectations across all moments of contact.”

CUSTOMER EXPERIENCE DEFINITIONFrom the Beyond Philosophy Group adapted for internal customers



WHY SHOULD YOU CARE ABOUT CUSTOMER EXPERIENCE?

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WHY YOU SHOULD CARE ABOUT CUSTOMER EXPERIENCE

• Commoditisation has stripped away existing sources of differentiation - CX is it


!!!

Latest research goes further and says: !

One of the last remaining areas of differentiation is the ability to provide compelling user experiences through digital channels. !Forrester Research

DIGITAL EXPERIENCE


PERCEPTION IN ACTION AT A SUCCESSFUL CX BUSINESS...



“Economists have typically lumped experiences in with services, but experiences are a distinct economic offering, as different from services as services are from goods. Today we can identify and describe this fourth economic offering because consumersunquestionably desire experiences, and more and more businesses are responding by explicitly designing and promoting them.”!

!Harvard Business Review July 1998 Welcome to the emerging experience economy. Joseph Pine and James Gilmore

THE EXPERIENCE ECONOMY - THIS IS NOT A NEW FAD

FALLING SHORT ON DELIVERING THE EXPERIENCES CUSTOMERS WANT

!• Slow adoption rate of customer expected

capabilities !

• Significant opportunities for improving experiences!

• Across research, buying, and post purchase processes!

• Inflexible technology, siloed organisations and systems, insufficient investment, and inability to measure performance hinder success!

!Solving The Execution Chasm Requires A New Approach to CX!!!!!! Zeopard.com @jennievickers


“As services, like goods before them, increasingly become commoditized—think of long-distance telephone services sold solely on price—experiences have emerged as the next step in what we call the progression of economic value. From now on, leading-edge companies—whether they sell to consumers or businesses—will find that the next competitive battleground lies in staging experiences.”

/

!Harvard Business Review July 1998 Welcome to the emerging experience economy. Joseph Pine and James Gilmore!

!

THE EXPERIENCE ECONOMY


Age of manufacturingMass manufacturing boosts industrial powerhouses.

Age of distributionGlobal connections make distribution key.

Age of information&RQQHFWHG�3&V�EHQHÀW� those who control information

Age of the customer Empowered buyers demand a customer focus

1900-19601960-1990

1990-2010

2010-?

THE AGE OF THE CUSTOMER

Source:


How annoying ARE YOUR HR department & legal/compliance team?


Do your IT contracts reflect the work you do and how you do it? Can you find clauses in contracts fast?


Have they spent time understanding what you do and how you do it?


HR CHALLENGES

Only 15% of HR’s time is spent on strategic activities, while 71% is still spent on service delivery, record keeping,

compliance and internal management. !

-HR Transformation in EMEA, Mercer 2010


“It has been a source of frustration for many years that my HR team has been preoccupied with administration and process and has not

had time and focus to do a role that really adds value. While I recognise that access to quality data has often hampered them, it has

not made my job easier.” !

- Carl Rogers, CEO of Asplundh NZ (2012)


“In The Lawyer Bubble: A Profession in Crisis, Steven J. Harper argues that legal jobs are disappearing not because of short-term economic fluctuations but because of powerful long-term trends.”!! Adam Cohen: Is There Really a ‘Lawyer Bubble’? | TIME.com

http://topics.time.com/jobs/

http://ideas.time.com/2013/05/07/is-there-a-lawyer-bubble/#ixzz2krhxe5E5


Be everything your colleagues are not


“Business today is conducted in the language of numbers. Every business unit in a company is expected to make and depend on decisions based on data.”

!- Mark Hurd ORACLE PRESIDENT


YOU HAVE THE SKILLS TO HELP INTERNAL CUSTOMERS LOOKING FOR VISION

Video Link: http://www.youtube.com/watch?v=ziOG_GHNVq0

http://www.youtube.com/watch?v=ziOG_GHNVq0


“Software engineers are the most creative people I know, but are too rarely perceived as such”

- Shona Grundy CEO


Making the shift from IT administrator to IT strategic advisor - it is your choice

Worth remembering that no-one outsources their strategy department!


“The bureaucratic mentality is the only constant in the universe” - Dr McCoy, Star Trek


!"IT departments which are disconnected from their internal customers are increasingly going to find that software as a service has appeared in their domain and they belatedly get the difficult task of integration. Your choice: stay close or get rained on” Doug Hughes


Wisdom

Knowledge

Information

Data

More important

Less important

Benefit to Humanity


Data

Raw material processed information. Volumes of data help identify trends and patterns


Information

Patterns and trends and other sources of information together = knowledge


Wisdom

Knowledge

Information

Data

Info of which someone is aware


Wisdom

Born from knowledgeplus experience


Wisdom

Knowledge

Information

Data

More important

Less important

Benefit to Humanity and your Internal Customers


DISTINGUISHING WHO WE ARE VS HOW WE THINK

vst


CONVICTIONS VS CONVINCING

Influence is not about persuasion



“Influence happens when you step up with Transporter Thinking - Jennie Vickers, inspired by Star Trek


Insight

1. INSIGHT

2. CONTEXT

3. ENQUIRY

4. CONTENT

5. IMPACT

6. VALUE

7. ENGAGEMENT

9. CONVERSATION

8. PLATFORM


Insight

1. INSIGHT

2. CONTEXT

3. ENQUIRY

AUDIENCE

TextAUDIENCE


4. CONTENT

5. IMPACT

6. VALUE

PRODUCT

PRODUCT


7. ENGAGEMENT

9. CONVERSATION

8. PLATFORM

DELIVERY

DELIVERY


Insight

1. INSIGHT

2. CONTEXT

3. ENQUIRY

AUDIENCE

TextAUDIENCE


Insight

1. INSIGHT


2. CONTEXT


3. ENQUIRY


4. CONTENT

5. IMPACT

6. VALUE

PRODUCT

PRODUCT


4. CONTENT


5. IMPACT


6. VALUE


7. ENGAGEMENT

9. CONVERSATION

8. PLATFORM

DELIVERY

DELIVERY


7. ENGAGEMENT


8. PLATFORM


9. CONVERSATION


Insight

1. INSIGHT

2. CONTEXT

3. ENQUIRY

4. CONTENT

5. IMPACT

6. VALUE

7. ENGAGEMENT

9. CONVERSATION

8. PLATFORM


UNPACKING A FEW SKILLS

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Insight

1. INSIGHT

How to increase your influence by seeing into and

“getting” other people


Myers Briggs MMPI

NEO


ARE WE MISSING OPPORTUNITIES WITH OUR TEAMS?


How we THINK impacts How we LEARN!!How we THINK and LEARN impact How we COMMUNICATE!!How we THINK, LEARN, and COMMUNICATE impact !How we SOLVE PROBLEMS!!What would be different if we understood how we think and how others think and why?


uses feeling!"big picture" oriented!

imagination rules!symbols and images!

spatial perception!fantasy based!

presents possibilities!risk taking

! uses logic! detail oriented! facts rule! words and language! order/pattern perception! reality based! forms strategies! practical!

LEFT BRAIN RIGHT BRAIN


CUSTOMER JOURNEY MAPPING




CUSTOMER JOURNEY MAPPING SESSION SPONSORED BY ORACLE NZ


2. CONTEXT

How to understand the context of your work for you and your

customer and future proof your ideas.


The exercise of leadership is contextual. Always.



“All it takes is a slight shift of perspective to bring things into focus” - Percy from Nikita, Series 2


Slight shift in perspective to bring things into focus


HERMANN EBBINGHAUS



101010 = 9:50



101010 = 9:50



5+5+5 = 550



5+5+5 = 550



3. ENQUIRY


How to gather the right information about the right things

that matter to your customer


DIAGNOSIS !

Does it hurt when I do this?


Video link: http://www.youtube.com/watch?v=InR865IDDjU

http://www.youtube.com/watch?v=InR865IDDjU

STEP ONE

KNOWN SPOKEN PROBLEMS



STEP TWO

KNOWN UNSPOKEN PROBLEMS

STEP THREE

UNKNOWN UNSPOKEN PROBLEMS


4. CONTENT

How to expand your work into three

dimensions that deliver



1

2

3

4

Think before you speak

4


Start at the point … and your point is…


Palette creates comfort


ZeopardThink Developed by the Thought Leaders Community

Picture Meta Frame Context

Point Meaning Essence Concept

Stuff Matter Detail Content

Essence of an idea

An idea has three elements to it.

The matrix on this page gives you various different palettes or ways of saying the same thing across these 3 components of an idea.

The big picture contextual part, the concise explanation of what the idea is and the examples and facts that explain it.


Context Meta Strategic Picture Frame

Model MetaphorIt’s like...

Concept Meaning Tactical Point Essence

Statement:

Explanation:

Content Matter Executable Stuff Detail

PINK SHEET


(Story/Case Study/Statistics/Research/Example/Process/Steps)

THE PINK SHEET Bringing the dimensions of

an idea to life




Picture Meta Frame Context

Point Meaning Essence Concept

Stuff Matter Detail Content

Essence of an idea

An idea has three elements to it.

The matrix on this page gives you various different palettes or ways of saying the same thing across these 3 components of an idea.

The big picture contextual part, the concise explanation of what the idea is and the examples and facts that explain it.


5. IMPACT

How to achieve or increase influence with virtually anyone by maximising

your impact




HERMANN EBBINGHAUS


HERMANN EBBINGHAUS


If you provide information to internal customers which they need to remember then: !1. Tell them!!2. Follow up shortly e.g. by email!!3. Set a reminder and resend the email one week later!!4. Set a reminder and resend the email one month later!!5. Use colour!!6. Use pictures!!7. Make it fun


7. ENGAGEMENT

Conversations & Communications that resonate

Abstract

what’s this like?

Existential

what’s this about?

Intrapersonal

what’s in this for me?

Numerate

give me bullet points

Linguistic

give me directions

Interpersonal

give me examples

Visual

show me

Auditory

tell me

Kinesthetic

let me

ZeopardThink Developed from work of Howard Gardner



8. PLATFORM


“75% of employees feel their work history and experiences are not leveraged by their employer”

-Taleo Research, UK Social Talent Management report


Zeopard.com

Employee YOU Community YOUYou YOU

Strategy

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Strategy Strategy

Role

� Participation

� Observation

� Elucidation

Role

� Participation

� Observation

� Elucidation

Role

� Participation

� Observation

� Elucidation

Mapping Out Your Relationship With Social Media

Audience

Who?

Where?

Audience

Who?

Where?

Audience

Who?

Where?

Platforms Platforms Platforms


9. CONVERSATION

How to create new shared meaning and go beyond

communication

CUSTOMER EXPERIENCE REQUIRES…

Managing your business from the “Outside In”.!!“Bringing the perspective of your customer to every decision you make so you can see why customers’ perceptions are created.”!!The Expert’s Dilemma-Speakers, Lawyers Technical Experts-Keen to tell what we know



OUTSIDE IN, PUTTING YOUR CUSTOMER AT THE HEART OF YOUR BUSINESS


CUSTOMER

Who is the customer?

What do they want?

How do i give it to

them?

When &

Wheredo they want it?1

2

3

4


Customer Life Cycle = Customers relationship with a brand as they continue to discover new needs, explore their options, make purchases and engage with the product or service experience!! !!!

Engage Win Develop Keep

Inside Out

Discover

Needs

Explore

OptionsBuy Engage

Outside In

THE 6 DISCIPLINES OF CX FROM FORRESTER RESEARCH AND EXPLAINED IN THE BOOK “OUTSIDE IN”

1. Strategy!!2. Customer Understanding!!3. Design!!4. Measurement!!5. Governance!!6. Culture



TRANSPORTER THINKING - AN ACTION PLAN COURTESY OF STARTREK


“STAR TREKING ACROSS THE UNIVERSE”

Customer journey map one set of internal customers’

experiences every month and see how it changes your

perspective.


“ONLY GOING FORWARD CAUSE THEY CAN’T FIND REVERSE”

Embrace the possibilities to be strategic with a new attitude.

There is no going back.


“THERE’S KLINGONS ON THE STARBOARD BOW, JIM”

Live CX and deliver internal CX or someone else will


“IT’S LIFE, JIM, BUT NOT AS WE KNOW IT”

Revisit learning styles and personality diagnostics. Pick one style furthest from your

own and observe.


“IT’S WORSE THAN THAT, HE’S DEAD JIM”

Brain cells will die if not used, remember the forgetting curve

and help your internal customers to stop asking you

the same question twice.


“WE COME IN PEACE, SHOOT TO KILL, SHOOT TO KILL, SHOOT TO KILL”

LinkedIn profiles kept up to date allow you and your

internal colleagues to see the brilliance of your team. Don’t

see it only as a mechanism for your team to escape to

another job.


“YOU CANNA’ CHANGE THE LAWS OF PHYSICS”

You can change your brain and your neurons and the way your internal customers view you by talking into their context every

time.


Customer journey map

Embrace the possibilities to be strategic with a new attitude

Live CX and deliver internal CX or someone else will

Revisit learning styles and personality diagnostics

Brain cells will die if not used, remember the forgetting curve

LinkedIn profiles kept up to date

You can change your brain and your neurons


PART 10 - SUMMARY CONCLUSION


IMAGINE: !

A world where your customers do not forget the information you give them and never ring for the same

help twice.


IMAGINE: !

A world where your data creation defies Moore’s Law


IMAGINE: !

A world where your team is viewed as strategists not housekeepers


NO NEED TO IMAGINE !

That world is here today if you influence with intelligence applying the art and the science.


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