Rik Vera - CEO Nexxworks

RADICAL INNOVATION FOR THE AGE OF DISRUPTION www.nexxworks.com
Peter Hinssen Steven Van Belleghem Rik Vera Annick Vandezande Nancy Rademaker
WE INSPIRE COMPANIES TO ACT UPON THEIR DAY AFTER TOMORROW
KEYNOTES
TEACHING
TOURS
BOOTCAMPS
WORKSHOPS
INNOVATION PLATFORM

c2MxEi
EXTREME CUSTOMER CENTRICITY
THE ONLY STRATEGY FOR THE NEW NORMAL

5

TWO LUNATICS IN 1980

DIGITAL
IS THE NEW NORMAL

IT IS NOT
ABOUT
TECHNOLOGY
BUT ABOUT
CHANGING
HUMAN
BEHAVIOUR

MOBILE
IS
THE NEW NORMAL

COMMUNICATION HAS BECOME DIGITAL AND MOBILE
TEFing IS FOR OLD PEOPLE

TEST

SMOMBIES

DATA ARE THE NEW GOLD

WW 3

SEARCH ENGINE
SOCIAL PLATFORMS
HYPER-CONNECTED WORLD

SOFTWARE
IS EATING
THE WORLD

JAMES (JAMIE FOR THE FRIENDS) DIMON

THE NEW
NORMAL
THE
NEW
CUSTOMER
EXTREME
SPEED

"Our industry will see more
change in the next 10 years
than it has in the past 50 years.
All of a sudden, the competitive
landscape has shifted entirely."

MY GRANDCHILDREN
MAY NEVER
NEED
A DRIVERS LICENCE

MY GRANDCHILDREN
DO NOT SAY
VROOOAAAARRR

MY GRANDCHILDREN
MAY
NEVER
BUY A CAR

ZERO
OWNERSHIP

MY GRANDCHILDREN
WILL LIVE
IN A DIFFERENT
WORLD

2030
IS
TODAY
???

YOU CAN RE-INVENT

NEW WORLD
NEW RULES

THEY USE EXISTING ELEMENTS

BUT NOT
EXISTING
PATTERNS

CARS

FROM PRODUCTS OR SERVICES TO
PLATFORMS

SEARCH
SOCIAL
HYPER-CONNECTED
ACTIVATION OF
EVERYTHING

CUSTOMERS
BECOME
SALES AND
MARKETING

CUSTOMERS BECOME
THE INFRASTRUCTURE

INFRASTRUCTURE BECOMES
VALUE PROPOSITION

HYPER-CONNECTED
WORLD

VOLATILE
UNCERTAIN
COMPLEX
AMBIGUIOUS

CHALLENGE #1
THE END OF
LINEAR THINKING

THE END OF
RIGID
LONG-TERM
PLANS

THE END OF
WAIT AND SEE

STRATEGY
BECOMES
FLUID

DISRUPTIVE INNOVATION
follows a New Pattern

IN THE NEW NORMAL
-
AGILITY
IS
CRUCIAL

NOT A DIGITAL STRATEGY
A STRATEGY
FOR
THE NEW WORLD

SOFTWARE FIRST

BEACH CHAIR
MODEL

DISRUPTERS JUST RIDE THE WAVE

STRATEGY IS
UNLEARNING

STRATEGY IS
REMOVING
LIMITS

“The electric light did not come from the
continuous improvement of candles.”

CHALLENGE #2
INNOVATION

INNOVATION
IS
A MINDSET

INNOVATION NEVER HAPPENS
USING OLD MENTAL MODELS

DAY AFTER
TOMORROW
SEPARATE ENTITY
Day-After-Tomorrow Entity
Separate from Core Business
CATAPULT
DISRUPTION
Overarching Cross-Business
Fast-Rhythm Agile Innovation
DAY AFTER
TOMORROW
REMOTE SILO
Day-After-Tomorrow Unit
Optimum Distance from Core
DAT PORTFOLIO
ORGANIZATION
Frozen - Fluid Cycle
Beyond One-Size-Fits-All
INTEGRAL
DISRUPTION
Full Fledged Total
Integral Disruption.
Every Pore.
CUSTOMER
CO-CREATION
DAT LABS
Agile Co-Creation
Customer as DAT Partner
Rainforest + Plantation
Cultural Integration
STARTUP
ECOSYSTEM
DAT NETWORK
ORGANIZATION
Micro-Enterprises
Catfish Management

TODAY
TOMORROW
DAY AFTER
TOMORROW
TIME
VALUE
CREATION
93% 7% 0%
70% 20% 10%

TODAY
TOMORROW
DAY AFTER
TOMORROW
CURRENT VALUE
FUTURE VALUE
LONG-TERM VALUE
THE SHIT OF
YESTERDAY

WHAT DO WE
LEARN FROM
START-UPS

BYPASS CONVENTIONS AND RULES.
10X REMOVE SERVICE FRICTION.
10X PIMP CUSTOMER EXPERIENCE.
LEVERAGE THE NETWORK.
START
FROM
THE
CUSTOMER

CHALLENGE #3
THE
EMPOWERED CUSTOMER

THE FLOWERS AND THE BEES

c2MxEi

NO LONGER B2B OR B2C
BUT
H2H

NOT TO
UP-SELL
CROSS-SELL
DEEP-SELL

BUT USE DATA TO
ENGAGE CUSTOMERS

KNOW ME

HAVE ONE
CONVERSATION

MAKE IT
MATTER

YOU ARE
SELLING
NO PRODUCTS NOR SERVICE
IT IS ABOUT CEX

THE NOKIA TEST

CONVENIENCE
IS THE NEW
LOYALTY

Low effort High effort
Likely to continue being a customer

FAST EASY
FUN
SIMPLE

USE TECHNOLOGY TO
ENGAGE CUSTOMERS

YOUR ALIBABA ACCOUNT
WITH A SELFIE

PAY WITH A SMILE

THE DIGITAL CUSTOMER / EMPLOYEE EXPECTS…
ON DEMAND
SERVICES AND
PRODUCTS
THE MOST
PERSONAL
EXPERIENCES
THE MOST
ULTIMATE
CONVENIENCE
AWESOME
COMPANIES
TO BUY FROM
PERSONALISATION
PEOPLE
CULTURE
EXTREME
SIMPLICITY
STORY
ATTITUDE

START FROM THE CUSTOMER

USE
TECHNOLOGY
AND DATA
TO AVOID
MAKING MISTAKES
Automate + data

PEOPLE
BRING
JOYEmpathy + creativity + passion

A CUSTOMER JOURNEY
IS NOT A LINE(IT NEVER WAS)

A CUSTOMER JOURNEY IS NOT LINEAR

THE
CUSTOMER
JOURNEY
IS ALWAYS
DIFFERENT

CREATE MANY TOUCHPOINTS

LISTEN PASSIONATELY

TELL STORIES AND INSPIRE

SO HAPPY CUSTOMERS HAVE A STORY TO TELL

CUSTOMER
HUMAN
DIGITAL
CIRCLE OF TOUCHPOINTS

PEOPLE SHOULD
EXCEL IN THESE
SKILLS:
PASSION
EMPATHY
CREATIVITY

LESS PROCESSES
MORE
VALUE-DRIVEN
BEHAVIOR

CHALLENGE #4
LEADERSHIP

CUSTOMER-CENTRIC THINKING:
DARE TO REVERSE THE PYRAMID
Products and services
Logistic and processes
Management
Working climate
Staff
behavior
CEX
Desired
CEX
Optimal
Staff behavior
Stimulating culture
Guiding stewardship
Facilitating logistics
and processes
Solutions and concepts

A TRADITIONAL ORGANIZATION

A CUSTOMER-CENTRIC AND
VALUE-DRIVEN ORGANIZATION

A NETWORK ORGANIZATION

RIK VERA
Marketing Automation
A Museum in the Digital Age
FINAL CONCLUSIONS

COMPANIES STILL PRODUCE 20th
CENTURY PRODUCTS AND
SERVICES
MANAGED BY 19th CENTURY
RULES AND CONVENTIONS
FOR CUSTOMERS THAT LIVE IN
THE 21st CENTURY

THE CUSTOMER IS
ALREADY ON MARS

THE EMPLOYEE IS
ALREADY ON MARS

ADOPT THEIR MENTAL PATTERNS.
10X MAKE IT EASY.
10X MAKE IT FUN
BE PART OF THEIR NETWORKS.
START
FROM
THE
CUSTOMER

‘SOMETIMES PEOPLE
REMEMBER WHAT
YOU SAY. SOMETIMES
PEOPLE REMEMBER
WHAT YOU DO. BUT
THEY ALWAYS
REMEMBER HOW
YOU MAKE THEM
FEEL’.
Maya Angelou
Author, Poet & Playwright

Rik Vera - CEO Nexxworks

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