dis·rupt “to cause (something) to be unable to continue in the normal way : to
interrupt the normal progress or activity of (something)” Merriam-Webster
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The King of All Disruption
"Innovation distinguishes between a leader and a
follower." ("The Innovation Secrets of Steve Jobs," 2001)
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When Jobs returned to Apple the computer looked like…
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He challenged his design team to “think differently”
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This is what they came up with…
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Which led to one innovation after another
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And redefined the
way we buy and
consume media
today
Other Famous ‘Disruptors’
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Elon Musk
Founded in 2003
Tesla Roadster, the first fully electric
sports car
Began production of Model S luxury
sedan in 2012
Global Sales of Tesla S have now
surpassed 25,000
Tesla S now has 43% Canadian EV
Market Penetration
TESLA Motors
I am the
real life
IronMan
Oh ya…I
also
manufacture
spacecraft
and launch
rockets!!!
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Angela Ahrendts
Established in 1856
Most famous for their iconic trench coat –
worn by Humphery Bogart in Casablanca
When Ahrendts joined Burberry in 2006 they
had lost their mojo
Revenues tripled under Ahrendts and
Burberry became cool and fashion forward
again
Ahrendts also recognized that if you wanted
to sell a premium product for a premium price
you had to provide a premium customer
experience.
Burberry
Oh ya… I am
heading to Apple
as Global Retail
& Online Head
I made
plaid cool
again!
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Tony Fadell & Matt Rogers
Co-founded by former Apple engineers Tony
Fadell and Matt Rogers in 2010
Tony Fadell known as "one of the fathers of
the iPod” for his work on the 1st generation
product
Nest was named one of MIT Technology
Review’s 50 Disruptive Companies 2013
edition
Developed a $250 sensor-driven, Wi-Fi-
enabled, self-learning, programmable
thermostat that has revolutionized the
industry.
It is estimated that Nest ships between 40,000
& 50,000 thermostats/month
Nest Labs
We just sold out
company to
Google for $3.2B
We now
also make
smoke
detectors
Level Setting The current state of Customer Experience in Utilities
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Phone is still #1 with your customers
According to research by consulting firm Fifth Quadrant. In
2012:
• For 71 % of consumers, talking with a live agent over the phone was
still the top preference, especially for registering complaints (66 %),
making purchases (62 %), and asking technical questions (70 %)
• Live agents resolved 88 % of issues on the first attempt; for interactive
voice response (IVR) systems, it was 81%. Web self-service had the
lowest resolution rate at 66 %.
Source: CRM Magazine, April 2013
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However it is losing ground rapidly to email, chat & social
• In Fifth Quadrant's rankings, the phone dropped 15 percentage points
in the past year alone, down from 86 % in 2011.
• At the same time, consumer preference for email grew to 64 %, up
from 51 % in 2011.
• Chat grew to 28 %, up from 19 % in 2011.
• Text and social media came in at 10 % each, up from 4 % and 3 %
respectively in 2011.
Source: CRM Magazine, April 2013
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But wait, there is more…
Research demonstrates that the top
three statistically significant factors
driving customer engagement and
advocacy are the customer’s:
• 1) emotional experience during a
service interaction
• 2) level of resolution achieved, and
• 3) degree of effort expended in the
interaction
Source: Whitepaper: Social Media as a Customer
Service Channel: Key Considerations, Fifth Channel
Consulting
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Social Media Stats
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Social Media Stats
How SAP is helping
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Pre-
2013
2013
2014
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The Choice Disrupt or be disrupted!
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Or
Do you want to be…
THANK YOU!