Innover pour survivreRelever le challenge
Julien Bertheas
Sébastien Dethève
Digital AdvisorMicrosoft France
Digital AdvisorMicrosoft France
Challenges… et opportunités !
OBSOLESCENCE
DIGITAL
UBERISATIONAPPLICATION LOB
INNOVATION
NEW BUSINESS
USAGESCONSUMERISATIONRÉDUCTION
CONTROL
CHOIXMIGRATION SHADOW IT
BUDGETCROISSANCE
Relever les challenges de l’innovation sous contraintes
de budget et de moyens
CONTRÔLERMaitriser l’environnement
de travail
INNOVERSupporter la
croissance du business
OPTIMISERRéduire les coûts
Optimisation du ROI
Faire les investissements au
service de la croissance du
business
Mise en œuvre de nouveaux usages maitrisés
Business
Finance
IT
Posit
ionn
er v
os e
njeu
x
Des nouvelles technologies ouvrant des applications métiers innovantes
Vos données métiers, disponibles, en temps réel pour tout vos collaborateurs sur le terrain
Des interfaces naturelles pour de nouvelles interactions avec les clients
De nouveaux usages… et de nouveaux risques de sécurité
8
STRATÉ
GIE DE S
ÉCURITÉ
ET RISQUES
CONTRÔLER
Définir la roadmap des évolutions techniques qui supportent la maitrise de l’environnement de travail et ouvrent les possibilités pour de
nouveaux usages
INNOVER
Identifier des scénarios d’usage impliquant les outils
de l’environnement de travail et les besoins
d’évolutions pertinentes
OPTIMISER
Réaliser les business case de l’évolution du TCO : as-is, to-
be et visualisation du ROI avec un planning de
réalisation des bénéficesBusiness
Finance
IT
Posit
ionn
er v
os e
njeu
x #mobilité #securité
Produire la roadmap associant les évolutions techniques et opérationnelles compatibles
avec et la réalisation des bénéfices sur le TCO et
d’atteindre une target de ROI
Produire la roadmap de réalisation des nouveaux
scénarios d’usage associée au planning des chantiers
techniques qui permettent leurs mises en œuvre
Définir la roadmap de réalisation des scénarios
métiers associés à la réalisation des bénéfices
financiers #benefices #TCO
#evolutions
#maitrise #opportunités
#réalisations
10
Aligner les enjeux de transformation Digital
avec les objectifs Business
Valoriser les initiatives au travers des Business
CasePlanifier la mise en
œuvre des initiativesImplémentation de la
solution
Vision Valeur Planning Réalisation
Business Finance IT & Business IT (& Business)
11
L’innovation au travers des scénarios d’usages
Engager avec de nouveaux
clients
Libérer la créativité de vos employés
Optimiser vos opérations
Transformer vos produits
Expérience client - achat d’un produit
Expérience client - utilisation d’un service
Journée du collaborateur
Processus opérationnels autour des produitsProcessus opérationnels autour des services
Idéation produit et processus de développement
Vision
Microsoft Confidential 12
Example journey for Engage Your Customers: Adrian’s TV purchaseSITUATIONAdrian is a married 45-year-old father of three, and he is looking to purchase a new large television for his home. He plans to set up the TV in his living room, where he and his wife will use it to watch sports and Netflix and his kids will use it to play video games. Adrian cares about having state-of-the-art technology, but he is also price-conscious and wants to get a good deal.
ILLUSTRATIVE
Receive follow-up tips and content▪ As Adrian’s family starts to use the
TV, he receives after-point-of-sale (APOS) support: helping him integrate possible content sources, and sending him relevant tips
▪ Personalized data-driven notifications about the latest relevant content and services are sent automatically, based on Adrian’s specific preferences
Browse products and discussions online▪ After browsing a retailer’s website,
Adrian receives suggestions from a personal recommendation engine on which TVs might be best for him, and saves them to a “wish list”
▪ He views crowdsourced opinions on the retailer’s app, about which models in his price range have the highest customer satisfaction ratings
Visit store to see the options in person▪ Under an optimized cross-
channel experience, Adrian’s “wish list” online is shared with the experts at his nearest physical retail outlet
▪ When Adrian walks through the doors, geofencing is used to identify him and personalized offers and recommendations – such as a 10% sale on two of his selected brands – are sent to his smartphone app
Receive personalized assistance▪ On his smartphone app, Adrian
taps a “call button” that pulls up an expert who has his selected options ready to review
▪ A visualization tool on the retailer’s mobile app allows Adrian to preview how each TV model will look in his living room
Decide to purchase and quickly checkout▪ Adrian decides on a specific TV
model, and uses his smartwatch to seamlessly authenticate his payment and shipping information
▪ He gets a date and time window for delivery, and regular shipping updates on his smartphone based on geotracking of the package
Encounter problem,and contact customer service▪ Before Adrian faces an issue himself, a
digital support agent reaches out proactively, based on prior data about other users’ support queries
▪ Support operatives can visualize in multiple panels, Adrian’s customer information and the perfect issue resolution path, communicating with Adrian through videoconference
Give feedback to retailer and review product online▪ Adrian is automatically prompted for
one-click feedback on his retail experience, and he receives a response after communicating his thoughts to the retailer
▪ He engages in conversations on online and social media channels, sharing his opinions and tips about the TV he bought
Receive custom offers and consider related products to buy▪ Given his purchase history, Adrian
receives regular notifications about custom offers on related products and services from the retailer and other partners
▪ The retailer uses advanced campaign management systems to send relevant, personalized offers to Adrian at key points
13
Attract new
customers
Customer service
and post-sales care
Retain customers and reduce
churn
Activate and develop
targeted offerings
Prospect potential custome
rs
Develop customers
and promote loyalty
Sell tailored products
and services
Up-sell/cross-sell (increase share of wallet)
Steps in the customer lifecycle
Digital advertising and CLM
Online and mobile commerce
Customer service automation
Tech-enabled stores
Omni-channel experience delivery
Tech-enabled stores Digital advertising and CLM
Customer data management and analytics
Digital capabilities
Engage your customers: analysis of end-to-end customer lifecycle management revealed critical digital capabilities
ILLUSTRATIVE
N° 14
@microsoftideas @microsoftpme
N° 15
https://fr.linkedin.com/in/julienbertheas | https://fr.linkedin.com/in/sebastien-detheve
@jbertheas
N° 16
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