CIO Day 2012 - Choose your IT glitches wisely
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Transcript of CIO Day 2012 - Choose your IT glitches wisely
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12 November 2012
1
Choose your IT glitches wisely, before they destroy brand value.
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cost ml qty per cup per ml per 150mlStarbucks Soy Cappuccino 4.70 473 1 4.70 0.01 1.49 3549%Starbucks Filter Coffee 2.20 473 1 2.20 0.00 0.70 1661%Starbucks Bag Beans 6.90 180 25 0.28 0.00 0.23 548%Douwe Egberts Senseo 3.79 125 36 0.11 0.00 0.13 301%Douwe Egberts Ground 4.98 125 50 0.10 0.00 0.12 285%Euro Shopper Ground 1.75 125 50 0.04 0.00 0.04 0%
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h)p://www.effe
c2vebrands.com
/
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h)p://www.isaca.org/CO
BIT/
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? “IT risk can imperil companies' productivity, damage customer relations and ultimately erode trust.”
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h)p://www.rb
s.com/abo
ut/business-‐strategy/business-‐approach.htm
l
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h)p://www.te
legraph.co.uk/fin
ance/personalfinance/consum
er2p
s/banking/9358252/RB
S-‐compu
ter-‐failure-‐caused-‐by-‐in
expe
rienced
-‐ope
ra2ve-‐in-‐In
dia.html
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h)p://www.inform
a2on
-‐age.com
/chann
els/data-‐cen
tre-‐and-‐it-‐infrastructure/new
s/2109793/natw
est-‐crash-‐caused
-‐by-‐inho
use-‐soRw
are-‐glitch.thtm
l
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h)p://www.com
puterw
orlduk.com
/in-‐dep
th/in
frastructure/3369901/rbs-‐fa
ilure-‐to-‐fix-‐it-‐systems-‐aR
er-‐m
onth-‐is-‐unp
recede
nted
-‐say-‐analysts/
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h)p://www.hacw.nhs.uk/abou
t-‐the-‐trust/visio
n-‐and-‐values/
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h)p://www.bbc.co.uk/new
s/uk-‐england
-‐hereford-‐worcester-‐20235193
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2011 Research in M
o2on
Ann
ual Rep
ort
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h)p://en
.wikiped
ia.org/w
iki/P
eak%
E2%80%93en
d_rule
Customer Experience Design
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? Customer Experience Design will show you where..
… IT glitches will destroy brand value over time.
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h)p://www.starbucks.com
/abo
ut-‐us/company-‐in
form
a2on
/mission-‐statem
ent
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h)p://www.cem
cer2fica2
on.org/
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h)p://starbu
cksgossip
.type
pad.com/_/2012/03/starbucksa)
-‐want-‐to-‐m
ake-‐sure-‐you
-‐have-‐the-‐worlds-‐worst-‐in
ternet-‐experience.html
h)p://www.quo
ra.com
/Why-‐is-‐the
-‐wifi-‐at-‐Starbu
cks-‐so-‐spo
)y
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Choose your IT glitches wisely, before they destroy brand value.
Your URGENT assignment:
In case you didn’t get the message, remember to:
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Special thanks to: EffectiveBrands for their Marketing Capability Wheel, and Kevin Flood CISSP CISM CISA (www.charlville.com)