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The Nordstrom Customer Experience Story: Connecting Marketing & IT
1.
THE NORDSTROM CUSTOMER EXPERIENCE
STORY CONNECTING MARKETING & IT 1
2.
Mark Twain
Steve Jobs Tim Goggin Writer Visionary CEO Morse Best
3.
Albert Einstein
William Shakespeare Wayne Heller Physics Playwright Sr. Director of Enterprise Business Architecture
4.
“Are we at
an IT conference?”
5.
Big Bang Disruptions Every
Budget is an IT Budget Rise of the CMO & CDO
6.
It’s time for
us to lean in!
7.
Sound familiar? Parlez-nous de
vos Ich brauche We need a new priorités d'affaires eine Datenbank mobile payment option
8.
We want to
work together… Tell us about your I need a We need a new business priorities database mobile payment option
9.
We’re going on
the same journey Marketing Technology Business Customer
10.
“Are we asking
the right, BIG questions?”
11.
“What does it
mean to put Customer Experience at the center of everything we do?”
12.
Ask why before
how? the
13.
IDEA Connecting the business
to succeed faster…
14.
“WE NEED A
NEW MARKETING EMAIL SYSTEM” A real world story
15.
BUSINESS ARCHITECTURE New connective tissue
16.
New approach to
Tech: Tech team of the future Cultural Architecture Innovation Business Transformation Agile Transformation Continuous Delivery Strategic Information ENABLERS Management & services CUSTOMER BUSINESS & MARKETING
17.
working ON
IN the business
18.
Next steps Have you
had a conversation with Technology outlining your business opportunities?
19.
The three big
things: Question everything Create a common language Connect strategy business technology
20.
Ask Wayne and Tim
21.
THANK YOU Tim Goggin tim.goggin@morsebest.com
21