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The New Frontiers of Innovation Technology to create the next customer experience

The New Frontiers of Innovation Technology to create the next customer experience. Christian Verstraete – Chief Technologist – Cloud Strategy Munich, February 23 rd , 2012. 5 Key Megatrends. Demographics. Urbanization Increased Middle Class Aging Population Health Awareness.

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The New Frontiers of Innovation Technology to create the next customer experience

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  1. The New Frontiers of InnovationTechnology to create the next customer experience Christian Verstraete – Chief Technologist – Cloud Strategy Munich, February 23rd, 2012

  2. 5 Key Megatrends Demographics • Urbanization • Increased Middle Class • Aging Population • Health Awareness • Client Interactions • Referencing • Advise • Advertising Sustainability Social Media • Brands • Markets • Competition • Partners • Suppliers • Product features • Usage • Communication • Business Models Globalization Mobility

  3. Speed in business is increasing dramatically 30 minutes 5 seconds Trading analytics 20 minutes 30 seconds Airline operations 8 hours 10 seconds Call center inquiries 1 day 10 seconds Track financial position 5 minutes 1 day Supply chain updates 3 days 30 seconds Mail/express/fax/e-mail 3 days 45 seconds Document transfer 3 days 1 hour Phone activation 1 month 1 hour Refresh data warehouse 5 days 1 day Trade settlement 6 weeks 24 hours Build-to-order PC 8 weeks 5 Minutes Server Provisioning 107 106 105 104 1,000 100 10 1 Seconds

  4. What’s the implication for your product? And for you Differentiation Time to Market

  5. Information Technology Convergence of 3 key concepts • Cloud • Social Media • Mobility

  6. Examples Combining Cloud, Mobility & Social Networking to build unique customer experience

  7. GPS Manufacturer Cloud & Mobility • Current Situation: • Successful product • Alternate GPS Traffic Jam • Future Possibility • Combining “internet of things” • Using Location Services • Propose multiple alternate routes

  8. Quirky.com Cloud & Social Media • Current Situation: • Product innovation and go-to market is handled by innovator • Proposed Approach • Use ideation to define key innovations • Collaborative Engineering • Go-to market • IP protection http://www.youtube.com/watch?v=jogQT7ijlA8 http://www.youtube.com/watch?v=GqYeWg7igkU

  9. Ford Evos Concept Car Cloud and Mobility • Develop a totally different user experience by: • Adapting the car to the road conditions • Provide the driver with information • Create a driver friendly car • Intelligent car understanding driver preferences http://www.youtube.com/watch?v=9R9hr5WQYAk

  10. HP ePrint Cloud and Mobility • Print from any mobile device where-ever you are • Each printer has an e-mail address • Just send your document to an e-mail address and it will get printed on the printer of your choice • Mobile apps developed for iOS, Android, Symbian • ePrint & Share for Building Professionals http://www.youtube.com/watch?v=0fo-lIvwaqo http://www.youtube.com/watch?v=cHYq3wup538

  11. Innovation & Collaboration To create differentiation

  12. How to create this unique product Business Innovation New business models, processes and efficiencies LOB Management Product/Services Innovation Combine the new technology, IT and business capabilities for unique service and product offerings Business Units Cloud, Social Media and Mobility are new technologies that enable innovation throughout the enterprise and its ecosystem Technology Innovation Exploiting technologies to provide new capabilitiesAll IT Innovation Transform IT from a supporting cost centre to a service provider to LOB IT Ecosystem Innovation Combine own strengths with the ones of the partner network to increase market responsivenessFunctions

  13. Ecosystem Innovation 1. Collaborative Engineering 2. Design for Serviceability • Supplier & Partner OEM • Channel & Customer 3. Social Networking

  14. Need for Collaboration • Reduce time to market/time to respond • Integration between design, engineering & manufacturing • Integration between sub-assembly, assembly and product design • Need for close involvement of suppliers of new technologies • Global business • Design centers in multiple geographies • Worldwide supplier base •  Strong need for more “real-time” design involving a larger number of geographically distributed partners = Requires a collaboration platform

  15. Example – cloud based Multi Project Management RPLAN Instance Other Applications (PLM, ERP, ...) OEM 1 OEM 2 Service Consumer Service Provider • Cloud based application platform • Single data pool • Secure & controlled role-based data access • Multi-Tier & Sub-Tier Integration HP / ACTANO CCPM-Integration Project 1(Cross Company Project Management) CCPM-Integration Project 2(Cross Company Project Management) CCPM-Integration Collaboration Project(Cross Company Project Management) Supplier 1 Supplier 2 Supplier 3 Supplier 4

  16. Example: Aerospace Ecosystem: Tier requirements Design Integrity and Collaboration Approach OEM Internal Teamcenter Multi-Site PLM Project OEM External Teamcenter Multi-Site Tier .5 Systems Integrators PLM Platform Risk & Revenue Partners External Teamcenter Multi-Site ( OEM Process or Mapped to OEM Process ) T1 System Concept & Design System Validation, Mfg Process T2 Sub-System Design Component Design, Mfg PLM as a Utility Teamcenter Community Standard Parts T3 Build to Specification

  17. A Collaboration Environment Partners share a secure compartment within the cloud. In this space they can exchange information, discuss matters and perform business processes

  18. It doesn’t need to be fancy Typical tools exist today • Microsoft Sharepoint • Wiki Environments • A forum • A virtual room • A chat room • VOIP connections

  19. Listen to your customer To develop the right product

  20. What are your customers telling you?

  21. Today’s Multichannel World

  22. Process Automation Aggregation Automatic categorization Hyperlinking Profiling Personalization Collaboration Delivery Retrieval Routing Alerting Information Theory and Bayesian Inference Integration Through Understanding Understanding & Automation Removes Manual Processes Manual Processes Notes Aggregate content, tag & categorize Database Hypertext links to similar content Document Management Personalization from forms/questionnaires, geodemographic profiling News Feeds Email Searching for information Internet Answering customer inquiries via a helpdesk Files Reformatting for multi- channel delivery, e.g. PDF to XML XML E-mailing information to relevant recipients Audio/ Media

  23. Analyse Speech Emotion Sentiment Intent Risks Patterns Preferences Cross talk

  24. Conclusion

  25. When developing your next product Cloud, Social Media, Mobility • Listen to your customer – Social Media • Think about how to make the user experience unique: • Cloud • Mobility • Build a collaboration environment to improve communication

  26. Thank you Christian Verstraete E-mail: christian.verstraete@hp.com Twitter: @christianve Blog: www.hp.com/cloud/blog

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