Embrace ______________ to stay competitive

Transcript

1. 1.

   Embrace ________ to stay competitive MARCUS CASTENFORS @MCASTENFORS

2. 2.

   SAPIENTRAZORFISH | @MCASTENFORS How long did it take Oculus Rift

   to receive a market valuation of $1 billion?
3. 3.

   SAPIENTRAZORFISH | @MCASTENFORS Average company lifespan on S&P 500 index

   1958: 61 years 2012: 18 years
4. 4.

   SAPIENTRAZORFISH | @MCASTENFORS It’s harder than ever to stay competitive

5. 5.

   SAPIENTRAZORFISH | @MCASTENFORS Strategic/disruptive IT (e.g. cybersecurity) Competition US compliance/regulatory

   Operational Financial Talent acquisition Reputational Product/service quality Foreign compliance/regulatory Supply chain International tax structuring Third party Social and environmental Fraud Which of the following risks pose the greatest oversight challenges to your board? Base: 795 Source: PwC 2016 Annual Corporate Directors Survey, October 2016 57% 51% 44% 39% 34% 34% 24% 20% 14% 13% 11% 9% 6% 6% 72%
6. 6.

   SAPIENTRAZORFISH | @MCASTENFORS How engaged are you at work?

7. 7.

   SAPIENTRAZORFISH | @MCASTENFORS Source: Gallup State of the Global Workplace

   report 63% 13% 24% Not engaged Engaged Actively disengaged
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   SAPIENTRAZORFISH | @MCASTENFORS We are unhappy, scared and slow

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   SAPIENTRAZORFISH | @MCASTENFORS What should we do?

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    SAPIENTRAZORFISH | @MCASTENFORS Empathy /ˈɛmpəθi/ the ability to understand and

    share the feelings of another.
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    SAPIENTRAZORFISH | @MCASTENFORS Empathy to understand your customers Empathy to

    successfully collaborate with your colleagues
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    SAPIENTRAZORFISH | @MCASTENFORS This will transform everything

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    SAPIENTRAZORFISH | @MCASTENFORS PRINCIPLES Define outcomes Connect around the end-to-end

    experience 1 2 Optimize for uncertainty 3
14. 14.

    SAPIENTRAZORFISH | @MCASTENFORS Define outcomes 14 1

15. 15.

    SAPIENTRAZORFISH | @MCASTENFORS “People don't want to buy a quarter-inch

    drill, they want a quarter-inch hole” B Y T H E O D O R E L E V I T T
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    SAPIENTRAZORFISH | @MCASTENFORS As customers we want outcomes As businesses

    we want outcomes
17. 17.

    SAPIENTRAZORFISH | @MCASTENFORS “What gets measured gets done” B Y

    T O M P E T E R S
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    SAPIENTRAZORFISH | @MCASTENFORS Orders delivered, not shipped A M A

    Z O N
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    SAPIENTRAZORFISH | @MCASTENFORS Vast selection Low prices Fast delivery A

    M A Z O N
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    SAPIENTRAZORFISH | @MCASTENFORS "We always start with the customers and

    look at all the metrics that matter for the customer.” B Y D I E G O P I A C E N T I N I , S V P I N T E R N A T I O N A L R E T A I L A M A Z O N
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    SAPIENTRAZORFISH | @MCASTENFORS What outcomes do your customers want?

22. 22.

    SAPIENTRAZORFISH | @MCASTENFORS

23. 23.

    SAPIENTRAZORFISH | @MCASTENFORS Connect around the end-to-end experience 23 2

24. 24.

    SAPIENTRAZORFISH | @MCASTENFORS An outcome is a journey

25. 25.

    SAPIENTRAZORFISH | @MCASTENFORS What does a journey look like when

    you get a mortgage?
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    SAPIENTRAZORFISH | @MCASTENFORS Now, think about the different parts of

    an organization that would be involved in making that happen?
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    SAPIENTRAZORFISH | @MCASTENFORS Outcome Marketing IT Operations Customer service Clerk

    Visits the branch Goes to website Sets up an account Wants to borrow more F R O N T S T A G E B A C K S T A G E
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    SAPIENTRAZORFISH | @MCASTENFORS Service Design

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    SAPIENTRAZORFISH | @MCASTENFORS Product Owner Business Architect Ops CX design

    lead Compliance Branch Digital technologist Legal Telephony center = cross-functional team
30. 30.

    SAPIENTRAZORFISH | @MCASTENFORS

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    SAPIENTRAZORFISH | @MCASTENFORS Optimize for uncertainty 31 3

32. 32.

    SAPIENTRAZORFISH | @MCASTENFORS Telephone: 89 years to reach 150 million

    Android: 5 years to reach 1 billion A M O U N T O F U S E R S
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    SAPIENTRAZORFISH | @MCASTENFORS We still have the same organizational structure

34. 34.

    SAPIENTRAZORFISH | @MCASTENFORS It’s time for a change

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    SAPIENTRAZORFISH | @MCASTENFORS Hierarchy Controlled Risk averse T R A

    D I T I O N A L Autonomous Focused on outcomes Risk taking N E W
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    SAPIENTRAZORFISH | @MCASTENFORS Optimize for certainty T R A D

    I T I O N A L Optimize for uncertainty N E W
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    SAPIENTRAZORFISH | @MCASTENFORS Make a decision Measure 15 weeks 5

    days Make a decision Measure T R A D I T I O N A L N E W
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    SAPIENTRAZORFISH | @MCASTENFORS Agile Lean Startup Theory of Constraints

39. 39.

    SAPIENTRAZORFISH | @MCASTENFORS

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    SAPIENTRAZORFISH | @MCASTENFORS Define outcomes Connect around the end-to-end experience

    1 2 Optimize for uncertainty 3
41. 41.

    SAPIENTRAZORFISH | @MCASTENFORS You will foster empathy and stay competitive

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    SAPIENTRAZORFISH | @MCASTENFORS Thank you @mcastenfors

43. 43.

    SAPIENTRAZORFISH | @MCASTENFORS Credits Thanks a lot to Mike Arauz

    for the inspiration https://goo.gl/Ti6pSg
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    None