So far, I have revisited Automation, Digital Transformation, and Autonomous Vehicles. This reflection on the past continues with a look at experiences. Back in 2013, as part of a series on digital transformation, I focused on what at the time I referred to as Next Generation Experiences. Back then, the issues of customer experience, customer-centricity, and customer intimacy were top-of-mind and dominated many executive discussions and conference agendas. I envisioned a next generation experience anchored in how customers think about it, not the way functional silos do. Those experiences would be delivered by the stakeholder ecosystem, requiring experience strategies to include all stakeholders whether internal or external.Continue reading
My ongoing work on emerging future scenarios has driven a renewed focus on experience. Several factors are converging to shift the experience end game; specifically, the evolution of Ecosystems and the transformation of Interaction. These two forces – themselves the result of combinatorial innovation – are converging. While the way we interact continues to shift, a parallel evolution towards ecosystems is occurring. This ecosystem evolution introduces systemic complexity and combines with a shifting interaction paradigm to alter the way we think about experience.
Figure 1: Phase One of a pending shift in interaction paradigms
I have had the ongoing pleasure of participating in SAP’s Coffee Break with Game Changers radio program, the most recent one on August 26th. I was joined by Dennis DeGregor, Worldwide Group Executive for customer experience services at HP, and Drew Hofler Sr. Director, Solutions Marketing, Ariba network and Financial Solutions. The show was titled “Business Networks and the Digital Economy: Ready for Digital Humanism?” and was expertly moderated by Bonnie D. Graham.
The episode description: What does it really mean for you to have a connected business? Analysts estimate that by 2020, social networks will connect 2.5 billion people, the number of connected devices will total 75 billion, and the volume of global business trade between connected businesses will reach $65 trillion. As we move to an era of true hyper-connectivity in our digital economy, how can your company turn these challenges and your business networks into sustainable profitable opportunities?
Bonnie kicks off each show by analyzing a quote provided by each panelist. The following are our quotes and their relevance to the topic: