6. What are the three major building blocks that
are digitally transforming the customer
experience? Can you give an example of
each?
Which examples do the authors give of
transforming internal processes through
process digitization?
The article also suggests that digital
strategies can transform corporate business
models. What exactly is a business model
and how can it be improved digitally?
The authors argue that digital transformation
requires strong leadership to drive change.
Which level of leaders are they referring, and
on what do they need to focus?
8. Intro Modeling ConstructionPerception
Economic transformation: The
transformation from a manufacturing-based
economy to a services-based economy
now underway throughout the developed
world will accelerate.
One World of Business. Political and
economic dynamics are forging a single
global market, a global workforce, global
customers, partners, and suppliers.
Always On, Always Connected. The
challenges of the “always on, always
connected” world will be converting
information into insights; managing time
and staying focused on high priority tasks
Competing for Talent in a Shrinking
Workforce: Because demographics show
an aging, shrinking workforce in most of the
developed world over the next 50 years,
maximizing the productivity of the workers
that are available is critical.
18. • What uniquely defines the persona of
our customers?
• What is different about their customer
journey?
• What are the touch points they
frequent, how do they use them, and
with what devices?
• What are their expectations, what do
they value, and how do they define
success?
• How are they influenced, and by
whom? How and whom do they in turn
influence?
22. "Experience is knowledge,
everything else is information"
-- Albert Einstein
• Service economy – value comes from
services embedded in the product
• Pine and Gilmore argued that
differentiation today comes from
creating “experiences”
• Starbucks, Michelin, Hermès, Apple
• Companies provide “stages”,
managers are “actors”, customers are
active “spectators”
Intro Modeling ConstructionPerception
