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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