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Disrupting Digital Business with Lessons from On Demand Economy

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Customer Success Summit Keynote Presented by: R "Ray" Wang, Founder and Chairman, Constellation Research As the principal analyst, founder and chairman of Constellation Research, Ray is a highly sought after thought-leader who is influencing business models in the digital age. Learn first-hand how customer success is the critical component to surviving the digital disruption.

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©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       TM   Disrupting Digital Business Thriving In The On Demand Economy March 23rd, 2015 R “Ray” Wang (@rwang0) Principal Analyst & Chairman
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   2   52%  of  the  Fortune  500   firms  since  2000  are  gone  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       3  @rwang0   “A  digital  divide  exists  between   the  organiza0ons  who  have   built  digital  business  models   and  everyone  else.”  (2013)  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       4  @rwang0   Lessons Learned
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       5  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #1:  Digital  disrup0on  is  more  than   just  a  technology  shiR.    It’s  about   transforming  business  models  and   how  we  engage.  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       6  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #2:  We  move  from  selling   products  and  services  to  keeping   brand  promises  in  an  aXen0on   economy.  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       7  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #3:  New  unit  cost  pricing  models   enable  disrup0ve  business  models   to  thrive.  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       8  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #4:  Data  is  the  founda0on  of   digital  business.  Every  touch  point,   every  click,  every  digital  exhaust  is   relevant  insight.  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       9  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #5:  If  20  %  of  your  revenue  is  not   an  insight  stream  by  2020,  you   won’t  have  a  digital  biz  model  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       10  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #6:  You  can  be  the  content,  the   network  and  the  arms  dealers.   The  digital  winners  will  figure  out   how  to  ver0cally  integrate  all   three  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       11  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #7:  Digital  ar0sans  emerge  as   organiza0on’s  with  the  best  math   and  design  will  dominate  in  a   winner  takes  all  world.  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       12  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #8:  People  to  people  (P2P)   democra0zes  distribu0on  which   strips  out  fric0on  and  transac0on   costs  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       13  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #9:  Design  for  customer  segments   of  one  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       14  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #10:  We  serve  5  genera0ons  of   customers  &  workers,  by  digital   proficiency,  not  by  age  
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       15  @rwang0   “Digital  Darwinism  is  unkind  to   those  who  wait”   @rwang0   2014    
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       16  @rwang0   Five steps to disrupting digital business Design  new   experiences   and  outcomes   Develop  a   culture  of   digital  DNA   Apply  new     business  models   and  technologies     to  exisAng   infrastructure   Move  from  gut   to  data  driven   decisions   Co-­‐create  and   co-­‐innovate   with  new   partners   5   4   3   2   1   ©  2011  -­‐  2014  R  Wang  &  Insider  Associates,  LLC.    All  rights  reserved.      
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       17  @rwang0   Thank  you   R “Ray” Wang 650.918.6619 R@ConstellationR.com Twitter: @rwang0 Blog: www.raywang.org
©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       www.ConstellationR.com San  Francisco  |  Andalucia  |  Belfast  |  Boston  |  Chicago  |  Colorado  Springs  |  Cuper0no  |  London  |  New  York      NOVA  |  Portland  |  Pune  |  Sacramento  |  Santa  Monica  |  Sydney  |  Tokyo  |  Toronto  |  Washington,  D.C.   TM

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Disrupting Digital Business with Lessons from On Demand Economy

  • 1. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       TM   Disrupting Digital Business Thriving In The On Demand Economy March 23rd, 2015 R “Ray” Wang (@rwang0) Principal Analyst & Chairman
  • 2. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   2   52%  of  the  Fortune  500   firms  since  2000  are  gone  
  • 3. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       3  @rwang0   “A  digital  divide  exists  between   the  organiza0ons  who  have   built  digital  business  models   and  everyone  else.”  (2013)  
  • 4. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       4  @rwang0   Lessons Learned
  • 5. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       5  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #1:  Digital  disrup0on  is  more  than   just  a  technology  shiR.    It’s  about   transforming  business  models  and   how  we  engage.  
  • 6. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       6  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #2:  We  move  from  selling   products  and  services  to  keeping   brand  promises  in  an  aXen0on   economy.  
  • 7. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       7  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #3:  New  unit  cost  pricing  models   enable  disrup0ve  business  models   to  thrive.  
  • 8. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       8  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #4:  Data  is  the  founda0on  of   digital  business.  Every  touch  point,   every  click,  every  digital  exhaust  is   relevant  insight.  
  • 9. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       9  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #5:  If  20  %  of  your  revenue  is  not   an  insight  stream  by  2020,  you   won’t  have  a  digital  biz  model  
  • 10. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       10  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #6:  You  can  be  the  content,  the   network  and  the  arms  dealers.   The  digital  winners  will  figure  out   how  to  ver0cally  integrate  all   three  
  • 11. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       11  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #7:  Digital  ar0sans  emerge  as   organiza0on’s  with  the  best  math   and  design  will  dominate  in  a   winner  takes  all  world.  
  • 12. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       12  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #8:  People  to  people  (P2P)   democra0zes  distribu0on  which   strips  out  fric0on  and  transac0on   costs  
  • 13. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       13  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #9:  Design  for  customer  segments   of  one  
  • 14. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       14  ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       @rwang0   #10:  We  serve  5  genera0ons  of   customers  &  workers,  by  digital   proficiency,  not  by  age  
  • 15. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       15  @rwang0   “Digital  Darwinism  is  unkind  to   those  who  wait”   @rwang0   2014    
  • 16. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       16  @rwang0   Five steps to disrupting digital business Design  new   experiences   and  outcomes   Develop  a   culture  of   digital  DNA   Apply  new     business  models   and  technologies     to  exisAng   infrastructure   Move  from  gut   to  data  driven   decisions   Co-­‐create  and   co-­‐innovate   with  new   partners   5   4   3   2   1   ©  2011  -­‐  2014  R  Wang  &  Insider  Associates,  LLC.    All  rights  reserved.      
  • 17. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       17  @rwang0   Thank  you   R “Ray” Wang 650.918.6619 R@ConstellationR.com Twitter: @rwang0 Blog: www.raywang.org
  • 18. ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.      ©  2010  -­‐  2015  Constella0on  Research,  Inc.    All  rights  reserved.       www.ConstellationR.com San  Francisco  |  Andalucia  |  Belfast  |  Boston  |  Chicago  |  Colorado  Springs  |  Cuper0no  |  London  |  New  York      NOVA  |  Portland  |  Pune  |  Sacramento  |  Santa  Monica  |  Sydney  |  Tokyo  |  Toronto  |  Washington,  D.C.   TM