My slides from my keynote at Finovate Asia 2018 at the Hong Kong Convention Centre on Tuesday October 30th. Unlock the mindset and culture of being a customer centric organisation, to drive successful digital transformation.

1. @scottebales
/scottebales
@scottebales
CUSTOMER
Starting with the

2. scottebales.com @scottebales
150 clients around the concerns and opportunities arising from todays
profound economical, political and technological disruptions
INSIGHT
Business Complexities Survey

7. 66% said driving innovation by adopting new technologies
was their top concern
INSIGHT
66%

8. 62%
INSIGHT
62% noted disruptive technologies would present the
greatest challenge

9. 84
INSIGHT
84% noted disruptors would challenge their businesses directly in the next
two years
%

10. scottebales.com @scottebales

11. ISAAC LIM
D.O.B. 29 JUN 2007
are you ready for

12. Natives
Immigrants
Laggards

19. 17

20. Isaac Lim
D.O.B. 29 Jun 2007
2023

21. TimmyD.O.B. 21 Nov 2000
2016

22. IsabelleD.O.B. 4 Sept 1998
EthanD.O.B. 10 Nov 2001
2014 2017

23. Citizen
The New Normal…
Customer
Workforce

26. 50 days 35 days

28. Which
Technologies
Matter?

29. learn first / govern
reconsider the risks
the new normal
security is day zero
loose coupling
get practical with new
start with why

32. modality shift

35. cloud computing

36. API economy

37. distributed ecosystems

38. smart machines & artificial intelligence

39. CollaborationCapabilityCultureContext

40. Y O U R C U S T O M E R
W H AT ’ S T H E I R C O N T E X T ?
W H AT A R E T H E Y T RY I N G T O A C H I E V E ?
H O W C A N Y O U A D D VA L U E ?
E X E R C I S E

41. Facts
Factual information
about your target customer.
Pain
State the problem you believe
your target customers have,
that your solution solves for.
Goals
What goals are they trying to accomplish
through the behavior, that your solution will do better?
Behavior
Existing behavior they exhibit now,
because they don’t have your solution.
Greg
G E T T H E T E M P L AT E
B I T. LY / I N N O VAT I O N P E R S O N A

42. get out of the
building +
understand
citizens
create
experiences,
not policies
build, measure
& learn
find a problem
your
passionate
about
become a digital mentor

43. WHO IS YOUR ISAAC?
scott@innovationlabs.asia
@scottebales
/scottebales
@scottebales
FEEDBACK hello@innovationlabs.asia
G E T T H E T E M P L AT E
B I T. LY / I N N O VAT I O N P E R S O N A