Digital Business Models in the Age of the Customer
•
2 likes•183 views
In February 2016, I did a presentation for Headstart and Internet Week Denmark on new digital business models. The premise for the presentation was the exciting cross-section that exists between rapidly evolving customer expectations on one hand and the rise of exciting technologies such as machine learning and artificial intelligence, augmented and virtual reality, etc. on the other.
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Similar to Digital Business Models in the Age of the Customer
Similar to Digital Business Models in the Age of the Customer (20)
Recently uploaded
Recently uploaded (20)
Digital Business Models in the Age of the Customer
- 1. Digital Business Models in the Age of the Customer Kristoffer Okkels // Business Development Director // Creuna Headstart & Internet Week Denmark
- 2. The age of the customer is all about emerging excpectations © Creuna
- 3. Expectations are rising… © Creuna Uber Newsroom The willingness to wait for an Uber drops from 8 to 5 minutes in one year.
- 4. …and know no industry boundaries © Creuna Interfaces Selection Price/Quality Service http://trenddriveninnovation.com/ Efficiency
- 5. The age of the customer is also the golden age of technology © Creuna
- 7. All companies are in the line of fire... Production gets automated Technology gets out-dated Service gets virtualised Experiences get digitised © Creuna
- 8. …and the boundaries between products and services and the digital and physical are getting blurry. © Creuna
- 9. 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
- 10. …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
- 11. 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
- 12. Let behavioural data determine the price © Creuna https://www.progressive.com/auto/snapshot/
- 13. 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
- 14. Context is important for most products © Creuna Ad Age
- 15. 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
- 16. Let sensors extend your product… © Creuna Creative Tech
- 17. …or digitise the decision-making process © Creuna Future AG & Fast Company
- 18. 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%
- 19. 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
- 20. 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.
- 21. …but beware of disruptors © Creuna https://www.instacart.com/ & http://www.lunarway.com/
- 22. Meet customers’ desire for flexibility © Creuna http://www.driveclutch.com/
- 23. Turn big data into commercial assets https://www.vestas.com/ve stasonline/ Breakeven on a 2-digit million dkr.investment in 8 months
- 24. What should you do to meet the emerging expectations in the age of the customer? © Creuna
- 25. 1. Attract 2. Acquire 3. Retain 4. Co-Create Turn the brand into an Ecosystem © Creuna 14 3 2 Customer Experience
- 26. Use the right technologies to create intelligent and consistent experiences and services… Turn the brand into an Ecosystem © Creuna Customer Experience Technology
- 27. ...and create a united organization focusing on unprecedented customer-centricity. Turn the brand into an Ecosystem © Creuna Customer Experience Technology Organization
- 28. thanks for listening! creuna.dk kristoffer.okkels@creuna.dk in/okkelsslideshare.net/creuna +45 22 49 83 39 Kristoffer Okkels, Business Development Director