This document provides a summary of a presentation on omnichannel commerce and the customer experience. It discusses how technologies like mobile phones and the internet have disrupted existing business models and empowered customers. It emphasizes the importance of shifting from product-centric to customer-centric strategies and delivering frictionless customer experiences. It also addresses challenges like integrating systems, aligning organizational structures, and shifting company culture and mindsets to truly meet customer needs across all channels.
4. Rob Nail
CEO and Co-Founder
Six Qualities Required Of a Digital CEO
Leading a Disruptive Start-up:
1. Visionary customer advocate
2. Data-driven experimentalist
3. Optimistic realist
4. Extremely adaptable
5. Radically open
6. Hyper-confident
Source: Exponential Organizations (2014), Salim Ismail, et. al.
5. 1. Visionary customer advocate
Now think about what this actually means
for today’s business environment
It means that customers are
the biggest disruptors of all!
6. The largest hotelier in the world today is…
More than 1.5 m listings in 34,000+ cities in 190 countries
$25b valuation today, 5X bigger than Hyatt’s
1500 employees (97% fewer than Hyatt)
Airbnb’s only real asset: CUSTOMERS
7. Customers now create more value, more quickly,
than any other single kind of business asset
By 2010 less than 50% was
tangible. >30% was in customers.
TangibleIntangible
In 1980 nearly 100% of the S&P 500
market cap was tangible assets.
Tangible
Intangible
Source: Grow (2011), by Jim Stengel
21. Like electricity and water, customers will
always seek the path of least resistance
Reliable
Valuable
Relevant
Trustable
Four qualities in a truly frictionless customer experience: