DISRUPT, INNOVATE AND TRANSFORM IN THE AGE OF THE CUSTOMER

1. Disrupt, Innovate &
Transform in the Age of
the Customer
September 21, 2017
swilt@salesforce.com
Steve Wilt - ITC America Leader

2. Introductions
Steven Wilt
Innovation and Transformation Center
ITC America Leader
35 years of Business Experience
Author of Outcome-Based Thinking

3. What Does It Do?
What is its overall purpose?
Hold
Coffee
Facilitate
Consumption
Mindset Shift

4. Cut
Grass
Control
Height
Why
Improve
Appearance
Increase
Value
How
US Patent 389486
What Does It Do?
What is its overall purpose?
Mindset
Shift

5. Solving the Single Greatest Challenge
Take the first step
Breaking free from the
constraints of our existing
habits and perceptions

6. Being Disrupted or Being the Disrupter
Perpetuating Sameness Can Be Costly

7. It’s your first step
Brings you back from the future
X-Ray glasses
A GPS
Fundamental building block
A New Way to Think, Innovate and Transform
Outcome-Based Thinking

8. Describing an Outcome . . .
You’ve achieved unimaginable success
Single thought
It’s already happened
No more than ten words
Bold, aggressive, provocative
aspirations
Don’t judge feasibility
Make you uncomfortable
We offer
the most
appealing
solutions to
our
customers
Consuming
coffee is easy
and effortless
The
height of
the lawn is
perfectly
uniform

9. Shifting Mindsets
Use Provocative Outcomes to be uncomfortable
Conventional Provocative
Mindset Shift
We preempt
the market
with the most
sought-after
customer
solutions
We offer the
most
appealing
solutions for
our customers
The most
sought-after
solutions
develop
themselves
More
Provocative

10. To Be A Disruptor Think Like One
Get as far away from today as possible

11. To Be a Disruptor Think Like One
When you go back to your office . . .
Identify its overall
purpose (verb-noun)
HOLD
COFFEE
Ask Why
FACILITATE
CONSUMPTION
Consuming
coffee is
easy and
effortless
Create
Outcome
Coffee Cup
Customer
1 2 3 4

12. “The important gives way to the urgent, the
future goes largely unexplored and the capacity
to act rather than the capacity to think becomes
the sole measure of leadership.”
Gary Hamel

13. Thank Y u

14. 1. Identify one object or activity you or your team performs (i.e.,
writing a proposal)
2. Ask yourself/team what is the overall purpose or reason the
object exists (i.e., proposal) or the activity is performed; answer
with a [verb-noun]
3. Ask ‘why’ the [verb-noun] is performed and again answer with
another [verb-noun]
4. Convert the new [verb-noun] into a provocative outcome
5. Generate new ideas to drive the outcome
Becoming an Outcome-Based Thinker
Moving beyond our habits, perceptions and what we take for granted

16. Shift Your Organizational Mindsets
Conventional thinking is no longer sufficient
“Conventional” “Provocative”
Mindset Shift
Customers
compete with
each other to
do business
with us
Our
value
proposition
attracts the
most desired
customers

17. Companies Are Using OBT to. . .
Aspirations. Actions. Results.
Unleash the greatness they already possess
Create and validate their vision and key strategies
Drive focus and alignment: priorities to results
Make confident value-based decisions

18. Why Outcome-Based Thinking Works
A powerful tool that rapidly aligns stakeholders and drives towards action
Unifying
Paints an ambitious
picture of the future and
challenges stakeholders
to engage.
Outcomes are generated
by your own people, so
they have vested
ownership over success.
Provocative Authentic
Breaks down silos and
aligns stakeholders on
enterprise-wide
outcomes.
Quickly establishes
priorities, metrics, and
a roadmap.
Actionable

19. • Built Outcome-Based Lens
• Selected Critical Needs & Priorities
• Calibrated Dashboard,
Metrics & Goals
• Innovated and Vetted
New Ideas
• Tested and Perfected Solution
with a Real Customer
• Created and Implemented
Plan to Expand
• Realized a $MM NPV
5 Weeks8 Weeks 3 Weeks
1 2
3
5
4
6
A Case in Point
Attracting and retaining the most desired customers

21. “Our customers have a great
experience”
Shift Your Organizational Mindsets
Conventional thinking is no longer sufficient
“Customers create the greatest
experiences for themselves”
“Cut Grass” “Control Length”
“We quickly develop and
launch new products”
“We preempt the competition with the
most sought after products”
“Our operations are the most
efficient and effective”
“We operate flawlessly”
“Our employees do their best
possible work”
“Every employee is inspired, engaged and
enabled to do the extraordinary”
Mindset Shift