ROI of Human Capital and Organizational Change Management: My Personal Story

I was working for a company that had found themselves in a situation where they had poor morale. Raises were few, partially because of the economy and as a result, people were working very hard and not feeling appreciated. HR came to me to ask what to do. As an early design-thinker, my reaction was always to ask the “customer.” In this case, the “customer” was our own employees. When I interviewed them, I asked them what they wished they had- essentially what was missing? I found that the answers were very surprising. They didn’t feel appreciated. They didn’t feel they were growing and expanding their skills. They didn’t feel like they had a future or that the future looked bright or that they had a hand in creating that future. Or that they even mattered.

The Root Cause of Employee Dissatisfaction

I found that in the appraisal process, once the employee heard they were not getting raise, they shut down. So pretty, much after the first few minutes of the appraisal, they stopped actively participating. So when it got to the part where they were going through their goals for the next year, they had stopped engaging and were only going through the motions.

Because their future goals and engagement to their jobs and their careers was key to being a top company, I came up with the idea of separating the employee appraisal process from the employee development process. And set out to design an employee development process where employees could examine, through goal setting practices, personal-professional goals that would enhance their skill set and make them more valuable to the company, but also have a personal sense of accomplishment and growth.

The Cost of Low Employee Morale?

The cost? With my team, we estimated about $6M for 60,000 employees. I went to the executive leadership meeting and presented my proposal. There was a lukewarm reception, that is… until I got to the cost. At $6M I was laughed at and told to sit down. That was the longest meeting I have ever been in. I couldn’t wait for it to be over. Trying my best to hold back the tears, I just sat there feeling awful.

I went home that night and I did cry. I had interviewed the “customer” figured out what was missing and proposed the solutions. But what I didn’t do is calculate the return on the investment (ROI.) This was very early in my career and this experience taught me the valuable lesson of creating the business value or business case of whatever it was I wanted to propose. The lesson served me well because once I learned to do this, I always got my funding.

Calculating the Cost of Low Employee Morale and Attrition

So you might be wondering how did I calculate the ROI of employee development? Isn’t that a soft skill or a soft benefit? My grandpa had taught me that any time there is value, there is a financial benefit. You just had to find the numbers. So the next day, after a good night’s sleep, I went o HR and asked them, “How much does it take to hire this type of engineer – a digital signal processing engineer?”

They said, combining the recruiting teams time, traveling to various universities, ads in the local papers, radio advertisements, (This was way before social media) reviewing incoming resumes, having the initial screening calls, and then interviewing with a number of the staff and the hiring managers, getting the engineer a secret clearance, etc… the cost was about $150,000 / engineer.

And then I asked the crowning question, “How many engineers did we lose in the last month?” HR said, “200.” And I saw the ROI. If we had lost just 40 people, then $150,000 x 40 would equal the $6M I was asking for. But in the last 3 months we had lost 200, so the cost of attrition just for 3 months was $150,000 x 200 = $30M.

So with the loss of 200 engineers, if I could retain half of them, 100 engineers, then the cost of attrition would only be $15M.

Calculating the Cost of Employee Attrition

The ROI = Benefit – Cost / Cost x 100 = % Return on the Investment

The benefit is the saving of the $15M in attrition costs. The cost is the cost of the program or $6M.

So to calculate the ROI…

Savings of $15M in attrition – Cost of the employee development program of $6M /Cost of the employee development program x 100

So the calculation looks like this:

$15M – $6M / $6M x 100 = 150 % ROI

The Defining Moment

So after pulling my self together and confident with my calculations, I asked for 5 minutes on the agenda. Of course, they were reluctant to give me any time. I got 2 minutes. So I went in with one slide. The slide with the ROI calculation. I said, “We are spending $30M in attrition and if we pay attention to why people are leaving and create a better culture so people feel that they matter, they are learning and growing and feel apart of something bigger than themselves, we can reduce that attrition. So let me walk you through the calculation….” And I did.

To my surprise, instead of sighs of ridiculousness and grumpiness, there was silence. I had hit upon something that no one had thought about. The cost of attrition. While is at first seemed like a “soft” cost, when it was laid out for them in black and white… even if I was off by 50% – we were still wasting the companies money on having people leave because we weren’t paying attention to what was important to them to feel loyal. Why go through all the time and expense to recruit these amazing people, only to push them away and have them go to our competitors, making our competitors smarter and stronger?

How Does This Story End?

Actually very well. I was given the money to develop the employee development program. I was very surprised to get so many emails and people stopping me in the hallways to tell me how much they appreciated what I had done. I didn’t do it for the accolades. I did it because I truly wanted to create an amazing place to work.

The lesson learned? If there is value to something, even if it feels like it is initially a “soft” cost, there is a way to express it in hard dollars in a way that executives can see change is needed. And this was my first experience in organizational change management!

@drnatalie

VP, Salesforce, Innovation and Transformation Expeditions Center

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Avoiding the Failure Chasm: Gaining The Most Value Possible From Digital Transformation

Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know software can be an amazing invention. It can be part of the key to digitally transforming your businesses in so many ways. In fact, here’s just a few of the ways digital transformations can take shape…

Digital Transformation and Software can help in the area of human capital by:

  • Increasing employee engagement, creating a passionate culture, increasing productivity and motivation
  • Attracting the top talent, making your organization the sought after place to work and an awesome culture to be envied
  • Reducing attrition of talent you want to keep to make sure you are able to produce the best possible business results.

Digital Transformation and software can help business generate revenue by:

  • Developing incremental innovation of products or services from receiving feedback from employees and customers
  • Co-creating new products with input from customers and employees
  • Developing new business models by creating new products and services that didn’t exist in the company’s line of business
  • Generating new applications and uses for existing technology, products & services, i.e., moving them from the core business and finding adjacent/new markets
  • Increasing the customer lifetime value, i.e., increasing the amount and frequency of purchases per customer over the lifetime of a customer
  • Increasing customer acquisition by increasing market awareness of the company, it’s products and services by engaging customers and brand ambassadors through delivering content at the top, the middle and the end of the funnel through two-way texting, email, digital ads, banners, digital and social media… and
  • Increasing the brand’s equity, reputation and preventing a PR crisis and brand intervention projects and so much more…

Digital Transformation and software can help business reduce costs by:

  • Creating new products and services with more agile processes (vs. waterfall processes)
  • Improving an exiting process or eliminating redundant processes / steps
  • Reducing the cost of products or services that fail in the marketplace because now they have feedback from customers and employees way before the product hits the market
  • Reducing the cost of bugs or flaws in the product or service because of using more agile processes and outcome-based thinking
  • Reduction in contact center costs by increasing first contact resolution (FCR) by using the most innovative ways to engage customers and
  • Reduce customer churn by increasing customer satisfaction by better customer experiences and hence increasing customer retention….

Why Do Company’s Fail At Digital Transformation?

So just from that short list it’s clear there are so many ways software can enable a business to function at it’s very best. However, there is something that can get in the way of the effectiveness and efficiency of the actual software’s ability to deliver on the promise. What might that be? If the software is good, then it’s not the software. So what is it? How can you realize your company’s vision through digital transformation when over 80% of digital transformations fail. Nobody wants to spend the time, the money and the effort getting a project approved, implementing it only to find a year or five later that it didn’t produce the results it was supposed to. But surprisingly, this still does happen. Some of those reasons include:

  • The absence of a clear plan to achieve digital transformation
  • Lack of alignment between business and IT
  • Legacy systems
  • Siloed data
  • Gaps in talent and skills
  • Cultural resistance to change and
  • Group think (seeing the problem from the same perspective.)

How Smart Companies Are Avoiding the Digital Transformation Failure Chasm

Smart leaders need all the efforts of all their employees, as well as, feedback from their customers so they don’t fall into the digital transformation failure chasm. However, often times they are so busy doing what they have always done, they they might not see a new way of looking at things. That’s where another pair of eyes or hands or even a team can help. You’ve experienced this probably yourself. You are trying to solve something. You feel you’ve looked at it hundred different ways and nothing really new comes about. You might even show a friend or a team mate and they are stuck, too. Why does this happen? You are not alone. In fact, it’s quite common.

1962, Abraham Kaplan, then a Professor of Philosophy, was giving a speech to scientists in which he urged scientists to carefully consider their methods for their research. He emphasized that – just because certain methods happen to be handy, or one has been trained to use a specific method or trained to look at a problem from a certain perspective -it doesn’t mean that that method will produce the best outcomes. Sometimes people formulate problems that reach solutions by using those techniques they are especially skilled in. In other words, we tend to formulate our problems in ways that make it seem the solutions to those problems demand precisely what we already happen to have at hand. In Abraham Maslow’s The Psychology of Science, published in 1966,  stated, “If all you have is a hammer, everything looks like a nail.” The issue is the reliance or over-reliance on the familiar or the habit of using the same perspective.

Taking this concept into software development and implementation, José M. Gilgado, wrote a law  that is still relevant and highly applicable in 21st century. He observed, often times software developers and implementors, “tend to use the same known tools to do a completely new and different project with new constraints.” Why? They blamed it on what he calls the comfort zone, a state where we don’t want to change anything to avoid risk. What’s the problem with using the same tools every time? We get good at those tools and we like using what we are good at, right? The issue can become that you don’t have enough diversity when discussing the problem (because you are using the same perspective you’ve always used) so the exchange of diverging or opposite views is limited and the choices to look at the problem from different points of view are limited because there’s nothing new to compare it to. What would be better if is… to look for the best possible choice with varying perspectives, even if we aren’t very familiar with them. But we rarely do that. Rather, we fall into group-think.

There’s some very interesting research by a professor at the University of Michigan, Scott E. Page who studies complexity theory. In his book, The Difference, he shows how the power of diversity creates better groups, firms and business outcomes. We all differ in how we see and interpret the world. How we code things is our “perspective.”  Scholars from a variety of disciplines have studied how people and groups make breakthroughs. The bottom-line? Encouraging and working with diverse perspectives. For example, do you know how pins came to be manufactured? Adam Smith ran one of the first brush factories. Someone saw that the bristles could be cut off and made into pins. That’s what I mean about seeing things differently. Most people would have looked at a brush factory and saw a brush factory. But the first pin factory was imagined by seeing that diverse perspective – seeing the world differently – seeing the world as a forest of pins – provided the seeds of innovation.

What does your team need? You’ll want to engage and partner with a new set of diverse senior advisors and specialists who are dedicated to your success, who use unrivaled expertise, processes and methods to make your business more agile. You’ll want to make sure they are the kind of people who thrive on guiding your team so your team learns the key principles to create and sustain change. And you’ll want to choose the most powerful technology platform to be the basis to fuel your transformation for today and far into the future. With all of that, and a collaborative team culture you can:

  • Align key leaders around a digital transformation strategy
  • Implement the right framework to move forward
  • Create the agility needed in today’s digital environment and
  • Adopt new technologies faster to keep pace with change.

Often it is –outside, diverse points of view– that are just what is required to steer you clear of the failure chasm, and instead have an immersive engagement based on a proven approach that combines people, expertise, culture, and technology. You want to be working with people who are uniquely able to help a business realize their visions and co-create the future by:

  • Exploring the art of the possible by
    • Leading with out-comes based thinking (OBT begins with defining a desired outcome, no matter how bold or provocative. It’s fundamentally different from problem solving, which looks at the current state and attempts to improve it)
    • Inspiring design-led thinking (instead of solving a problem, your team becomes solution-focused and action-oriented towards creating a preferred future)
    • Testing new strategies (vs. setting a plan and sticking to it for a year and then realizing they’ve wasted a year or more on something that isn’t going to work; maybe even trying a little experimentation to see if something could even work)
    • Sparking agility throughout the organization, igniting the whole culture’s motivation in whole new ways, giving them a renewed sense of purpose and outlook on the future and feeling they have the dream job and a reason for showing up other than a paycheck!
  • Building your digital capabilities by
    • Improving your operating model (and maybe even shifting the revenue model to something you’ve never considered, but it was the innovation that was needed to grow the company exponentially)
    • Growing the competitive advantage; as the Blue Ocean Author’s would say, you’ll want to create new, uncontested market spaces making the competition irrelevant
    • Stimulating breakthrough ideas that transform business as usual and
  • Creating sustainable transformation by
    • Creating a customer-first culture
    • Managing complex changes and
    • Continuing the processes required to innovate, iterate, pivot and grow.

How do you find such a group? Look at their DNA. Is it digital? Are they a natively global, mobile, social, cloud, community-oriented company? Are they trusted advisors who put the customer first and teach them to fish? Do they experiment, try new things, iterate and pivot quickly when it doesn’t work and tweak things till they hum? Do other companies desire to be like them and wonder what technology they use to be so innovative and wonder how is it, they do what they do? Are they super customer focused? As my friend and colleague, Peter Coffee would say, “Do they create a sense of urgency, hope and glory? Or conviction, belief and desire in your team? Are they all about (and seriously about this, it’s not just some words on a website or a brochure) connection, collaboration and innovation?” If you want to learn more about how one group guides business through digital transformation, here’s more info on that!

Until next time, here’s to realizing your vision and the best possible future for your company, your employees, your stakeholders and the planet. It’s all of our jobs to make the world a better place. And what better place to do that than starting with businesses? That’s where people spend a great deal of their time! So make it a fabulous experience for employees and the customers will feel the love. You will be their go to source for all your customer’s products and services. Don’t give them reasons to leave you, Give them reasons they can’t possibly give you up. Because… at the end of the day, that is what drives customer lifetime value. No customers, no business. It’s really that simple.

@DrNatalie Petouhoff

VP, Program Executive, Innovation and Transformation Center, Salesforce.com

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What’s the Number One Number Thing Today’s CEO’s Must Do? Do the OODA Loop Faster and More Innovatively

What’s the Newest Requirement for a CEO? Do the OODA Loop Faster and Better!

You would think it would to generate revenue, profits and reduce costs. Think again. It’s all about iterating and pivoting like a start-up. And who better than a former fighter pilot to teach CEO’s a thing or two about making quick. So I want you to meet John Boyd, who was among many things, a military strategist, colonel and fighter pilot whose theories are highly influential in the military, sports and business.

So why bring up Colonel Boyd in the context of CEO’s and their need to be nimble? Because investors and boards have transitioned from desiring quarterly profits (something that has driven Wall Street and corporations for many years) to searching for leaders to those who have the ability to disrupt their industry or die. What did the fighter pilot, Colonel Boyd used to make those decisions to do something out of the ordinary? He created a framework known as the OODA Loop:

  • Observe (M—ake the best use of the information and other intelligence resources available right now)
  • Orient (Quickly put the new observations into a context with the old)
  • Decide (Make quick decisions and take the “next actions” based on a combination of observations, current knowledge and intuition), and then
  • Act on those decisions to carry out the selected action(s), ideally— while the competitor is still observing your last action so you beat them to the punch!

OODA Loop

                                         Photo Source: Larry Paul

Above is a video from Ralph Mroz on the OODA Loop as applied to business if you want more information!

Observe, Orient, Decide and Act Is Known as John Boyd’s OODA Loop

As a fighter pilot, John had to make decisions in nano-seconds. With this framework of observe, orient, decide and act he way able to describe a way to iterate and pivot, very quickly, and decide if the object in front of them is friend or foe. Not doing so could mean life or death. It could also mean the end to a critical mission.  What does the OODA Loop mean to a CEO? Iterating and pivoting is also mission critical. Just ask the CEO of Ford Motor Company, Chief Executive Mark Fields. He was a 28 year old veteran of the business and was replaced by someone the business thought would be able to disrupt the automotive industry very quickly!

The Message is Simple: Do the OODA Loop Faster or Die

While Mr. Field’s did what most board’s used to expect of a CEO’s, i.e., he returned consistent profits, he did’t make enough changes fast enough. His OODA loop was too slow. But he didn’t know what he didn’t know. He, as many other CEO’s don’t realize that the winds of change are changing all around us. Like in most any industry, the car market has entered into the era of transportation.

It’s no longer just about building and selling a car. It’s about car-as-a-service. Think: ride-sharing (think Lyft, Tesla and ReachNow (by BMW.) It’s also about taking the traditional gasoline engine and transforming it’s power source to be an electric vehicle. And it doesn’t stop there. Some companies are disrupting the industry by experimenting with self-driving technology, making investments in connected cities (think BMW and Santa Monica, CA.) And at the same time Ford’s stock sank. 

How Fast Does Your CEO do The OODA Loop?

How fast do decisions get made? How fast can the ship be turned? Today, with the need to act quickly, the message is simple. We are in an age of rapid disruption by the software and tech industries. A leader of any company has to pick up the tempo and make riskier bets sooner… or die. While it was Mr. Field’s intention to set Ford on a path to be part of the new, emerging auto industry, he just didn’t do it fast enough.

Since Mr. Field’s took over three years ago, the share price of Ford is down 40%. As a CEO, as yourself, “Are you disrupting yourself, your company and your products fast enough? Are you really changing anything or are you just doing the old stuff just faster?” These are not easy questions, but ones that we all need to contend with. Consider you are one company and your are disrupting yourself faster than your competitor. What happens to the competitor?

ooda loop faster to drive innovation @drnatalie

                                                             Photo Source: Larry Paul

As a CEO, Are You On Track?

In military operations, OODA loops takes place in nano-seconds. In corporations, its decisions are often slower. In the old days, strategy was rigidly followed till next years’ planning cycle. But today, that’s no longer an acceptable mindset. And it’s critical to validate we’re on track and if not, correct it. Using a model like the OODA Loop, along with design-thinking which requires to you go and talk to your customers, your employees, customer’s of your competitors, to industries that are similar to your and industries that have nothing to do with yours.

It’s where the kernel of the seeds of innovation are hatched, born and grown into a full idea. The results of your actions become the observations to re-orient you to make your next decision. Quickly repeating the OODA loop equals success. And as you are doing this, you want to make sure you are making real-time changes that are just changes to make changes, but change to create a “Blue Ocean Strategy.” As defined by the author’s of the book, Blue Ocean Strategy, CEO’s need to quickly create an uncontested marketplace, where the competition is irrelevant.

Who’s Slow to the OODA Loop?

According to the article by Christopher Mims of the Wall Street JournalRonald Boire of Barnes & Noble, GNC Holdings’ Mike Archbold and top executives at three of the six major Hollywood studios making changes faster is very important. Where to look for inspiration? According to Mr. Mims, unlike large corporations, startups don’t need decades to make the changes the businesses need to succeed in the new world. They are nimble, they are always iterating, pivoting, changing, trying new things, not being afraid of conflict…

What does this mean for established companies? They will need to take drastic measures to do the OODA loop faster. What kind of drastic measures? According to the article, these CEO’s must be willing to tell their stakeholders they may have to lose money and cannibalize existing products and services, while scaling up new technologies and methods. Not the same old dog chow most CEO’s having been dishing out.

How Can a CEO Get On Track?

It used to be that you could acquire the start-up that was trying to put you out of business. But in today’s market it takes more than that. Companies that are disrupting the marketplace are growing so quickly, capturing so much market share, they don’t want or need to be acquired. And they can become too valuable to buy or are unwilling to sell. So the questions for you, as a CEO, “Is do you have systems to monitor/measure what employees know, think & feel about what is going on in the business?”

They are often the ones on the front line that really know what is going on and what needs to be done, or at least what isn’t working. “Do you really know what your customers know, think & feel? Or do you have a cordial relationship where the “real deal” is not really discussed?” Honest, conscious conversation is where it all starts. Many people have made careers by learning how to manage-up well. That’s not a bad thing, except when you aren’t telling the CEO the truth about what the troops think, feel and know. But there has to be a cultural environment that always you to be able to safely say the things. That’s not always the case.

And, as a CEO, “Do you take that information that you have gathered from your employees, your customers, all kinds of sources and integrate it into your company?” One of the best ways to stay on top of the game is to monitor social and digital media. If you have a digital / social media command center, where all the top news and information is brought into one central place, you can begin to digest a new picture of the quickly changing landscape very easily. You’ll also want to keep your ear closely attuned to what is happening in the start-up world, regardless of whether it is Silicon Valley or Silicon Beach or Silicon Edge or…

The More Things Change, The More They Stay The Same

To me, all of this sounds like something very familiar to those of us who came from the voice of the customer or quality. Remember Deming, the father of Quality who was pushed out of the American Auto Industry? And then only to be invited to Japan and make their automative industry soar? What was his secret sauce? To listen to their customers and the employees. To make really changes to their products and services based on that feedback!

Start Incubating Innovation

Today, companies must incubate disruptive ideas within their own corporate cultures. And this is not easy, because often it means supporting them as they grow into something truly disruptive. The company might have to absorb their losses. For example, for its first 20 years Amazon made almost no profit. But iterating, pivoting and incubating is not enough. A CEO must maintain the existing business at the same time as they innovate. This is a new and rare skill.

So where best to learn how to think like an OODA Loop CEO? Find a group that help take you through thinking differently, through a design-thinking process where you never know what will come out of it, but it always spurs innovation. You have to cross the chasm, from how you normally do things, to how things have never been done before. That’s a lot of change, so it’s also important to develop those ideas and new innovations in the culture where change and honestly is accepted and appreciated.

@drnatalie

VP, Program Executive, in the Innovation and Transformation Center 
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Innovation & Disruption In Delivery: Could Your Next Amazon Delivery Be By a Drone?

Ever Had a Package Delivered Late, Not at All Or To the Wrong Address?

One of the most irritating issues with ordering online is whether the package gets delivered and to the right address and on time. I know I’ve experienced this a number of times and what’s interesting is that, as customer’s we don’t always think about the delivery service as the issue, but rather it reflects poorly on the company we by the product from. How to fix this customer experience issue? One option is to deliver packages to consumers’ homes using drones. Could this allow companies to bypass the challenges with that last step of the delivery? It might be for delivery to people’s homes. It might not work at apartments, though, because the drone can’t get into the apartment building. Or can it?

What customers may not know is that the last leg of the delivery is the most expensive and inefficient part of parcel delivery. Customers don’t often think about that the product has to go from a store or warehouse, to the shipper’s delivery center and then from there, be deployed to the customer’s address. It is often not the place you bought the product from that is having the issue. It maybe who their delivery service or services are. It could be the individual who works for the delivery service. I know I personally had package delivered to an address that was similar to mine, but not mine. The individual was new to the delivery route and got mixed up. I had to run after the delivery truck, stop them and tell them they delivered to the wrong building. (I had gotten a text my package was delivered, but it was not on my doorstep or at the post office boxes for my building.) And since this happened more than once, I knew what had happened.

What’s the Solution To Better Customer Experience Delivery?

E-commerce companies, like Amazon, are using drones to speed up the this last part of the delivery process, while cutting costs. The result? Improving the customer experience, customer satisfaction and loyalty. And what’s interesting is even legacy retailers could take advantage of a similar process to grow online sales.

So What’s the Hold Up?

While there are many obstacles to overcome for instance, drone regulations, the development of autonomous flight and traffic control systems for drones, as well as consumer acceptance, there are companies actively trying to figure this all out. For instance, Amazon is working on drone delivery, depending on when and where they have the regulatory support needed to safely delivery packages. They want to use drones to deliver packages to customers around the world in 30 minutes or less. In fact, they have Prime Air development centers in the United States, the United Kingdom, Austria, France and Israel.

Amazon Prime @drnatalie

Photo Source: Amazon

They believe the airspace is safest when small drones are separated from most manned aircraft traffic, and where airspace access is determined by capabilities. To learn more, you can look at Amazon’s airspace proposals here: Best-Served Model for Small Unmanned Aircraft Systems and Revising the Airspace Model for the Safe Integration of Small Unmanned Aircraft Systems.

Disruption to Delivery Logistic Firms

As e-commerce providers like Amazon look for solutions within their own company, many logistics providers are experimenting with drone delivery. These firms also seek to cut costs as well as ward off competition, whether it’s from startups, technology companies or e-commerce companies. In fact, FedEx is betting on automation to Fend off contenders like Uber and Amazon. The shipping giant is investing in autonomous trucks and is interested in delivery robots, drones and an Alexa app. And while there are attempts to get this right, those of us in the innovation space know that #failfast – iterating and pivoting is the key. In my book, it’s ok to fail. You can’t learn what you don’t know, you don’t know unless you try. Trying means you learn something each time. Though the concept of failfast is very popular today, if we look back at Edison, it took him 9,999 times to get the filament for the lightbulb to work on the 10,000th time. What if he gave up? We’d all be in the dark!

How Is Amazon’s Prime Air Trial Drone Deliver Program Progressing?

Amazon have started with a private customer trial, to gather data to continue improve the safety and reliability of their systems and operations. As they gather data, this will bring them closer to realizing this how to use this innovation for all their customers. Does weather affect the delivery? Currently, Amazon is permitted to operate during daylight hours when there are low winds and good visibility. However, they are not using it when it rains, snows or in icy conditions. They feel they need to gather more data to improve the safety and reliability of their systems and operations to expand the offering. They are working with regulators and policymakers in various countries in order to make Prime Air a reality for customers around the world.

Video Source: Amazon

Where Can you Find more Information On the Disruption and Innovation Drone Delivery Can Provide?

In a new report, BI Intelligence examines the benefits drone delivery can provide as an e-commerce fulfillment method. In the report, they look at the different approaches companies are taking to experiment with the new technology and processes involved in this new delivery process. In addition, they look at the key players working in the drone delivery space. And have researched the challenges drone delivery faces in reaching mainstream adoption.

Will Your Industry Be Disrupted? Every Industry Should Be Thinking It Will Be Disrupted!

As I was giving a talk on disruption and innovation, I had many questions from what would be considered very standard legacy firms. What they need to be careful of is being aware of the fact that somewhere, in someone’s basement or garage, someone is probably working on a project that will disruption their industry. It’s customary to do the ostrich: stick you head in the sand. But doing so will only make you a dinosaur, (extinct) if you are not careful.

Disruption and innovation are all around us. Just look at what happened to the taxi industry. Not only did Lyft and Uber transform how customers’ order, receive and pay for rides, but they disrupted an age old industry that had not changed for years. And take GM for instance. They make cars. But they decided to look at cars as a service and invest $500M in Lyft to be part of the cars-as-a-service industry.

Disrupt Yourself or Die

Instead of being one of those industries or companies that waits until an upstart disrupts their revenue model and takes marketshare, why not start innovating within your own company. Too many companies are complacent or don’t have the skills to think outside the box. If you don’t, it may want to seek out a firm that can you help you think through this new and confusing new frontier of design-thinking, innovation and disrupting yourself — as a company and as a person. No one wants to be the company that had the leg up on IBM and caused it’s own demise: i.e, nobody wants their story to go down like Digital Equipment Corporation: DEC.

“Digital Equipment Corporation achieved sales of over $14 billion, reached the Fortune 50, and was second only to IBM as a computer manufacturer. Though responsible for the invention of speech recognition, the minicomputer, and local area networking, DEC ultimately failed as a business and was sold to Compaq Corporation in 1998. The  fascinating modern Greek tragedy in book form by Ed Schein, a high-level consultant to DEC for 40 years, shows how DEC’s unique corporate culture contributed both to its early successes and later to an organizational rigidity that caused its ultimate downfall.” Don’t do a DEC.

@drnatalie

Natalie Petouhoff

VP, Program Executive, Innovation and Transformation Center | Salesforce.com

 

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Vending Machine Are Not Just for Chips and Soda: An Innovation for Displaying Luxury Cars?

If you thought vending machines were just for fast food, think again. They are now for fast cars. From a Singapore “vending machine” you can order Bentleys, Ferraris and Lamborghini’s.

Who thought of this innovation? None other than the used car seller Autobahn Motors. They wanted to make efficient use of space in land-scarce Singapore and stand out from competitors. So in December, they opened a 15-story showroom, with 60 slots for vehicles, calling it the “world’s largest luxury car vending machine.”

How does it work? Well if you are in the market for a super fancy car, you can stand on the ground floor and with a touchscreen choose the car of your dreams. With an advanced system that manages vehicle retrieval, the car arrives within one to two minutes.

Gary Hong, general manager at Autobahn Motors, said,  “We needed to meet our requirement of storing a lot of cars. At the same time, we wanted to be creative and innovative,” he told Reuters. He has been approached by developers interested in using the company’s Automotive Inventory Management System for parking services.

But they aren’t the only ones. In fact, U.S. company Carvana uses vending machine-like towers to sell used cars. March marks the month it opened an eight-floor structure holding up to 30 cars. The Carvana vending machine, is a coin-operated. The proprietary Car Vending Machine offers a unique pick-up experience for customers who purchase a car online through the company.

How does it work? Carvana customers search for and then buy their car online at Carvana.com using — you guessed it – a mobile phone or desktop computer. Not only can customers buy the car, but they can also choose the vehicle financing through Carvana and even have the option to trade-in a car.

Once the purchase is complete, customers can choose to have their car delivered directly to their door or they can elect to pick it up at one of Carvana’s Car Vending Machines. If they choose to come to the vending machine, at the time of pick-up, the customer receives an oversized Carvana coin to drop into the custom coin slot at the at the car Vending Machine. The purchased car is automatically retrieved from the tower and moved through the machine until it reaches a delivery bay. There, the customer gets to drive away!

Where will the next source of innovation come from? You never know these days!

@drnatalie

Read the original article on Reuters. Copyright 2017.

 

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Atlassian acquires Trello for $425M: Will It Remain Free?

As most acquisitions start out with the “ideal” that the product will remain pristine and nothing will change – it will be interesting to see if the acquisition of Trello by Atlassian will be the norm or the exception. From a business point of view Atlassian paid $425M, so they will want their investment to pay off.

What’s interesting in today’s world is that instead of putting a bunch of developers in a room to develop new software, companies like Atlassian, instead buy a company. This is truly an emerging strategy in product development and one that makes sense with respect to acquiring best of breed. We hope that Atlassian will keep its word and Trello will remain free. Proof is always in the pudding.

Often the story during the press release phase is that “The original folks are going to run it, not the new company!” “Things will stay the same.”

WhatsApp and Waze are both pretty good examples of high profile acquisitions. It’s generally unlikely that it will be the executive team from any start-up that ends up sticking around past whatever agreement they signed with buyer. There’s generally some “golden seatbelt” that requires the start-ups executives to stay for a particular period of time. And once that time is up, its not unpredictable that they leave that because they are “start-up” personalities – meaning they like the start-up phase and not so much the growth and maintenance or innovation phase of a company because their jobs will change and hence their interest.

It really takes four types of entrepreneurs/management to make a start-up successful. First the the start-up folks who like the beginning, ideas flowing, do a lot with a little, the adrenal of “can we do this?”

Second, to have a company grow, it takes people who are really good at R&D and growth strategies, which different often greatly from start-up strategies and tactics.

And third, there are the maintenance executives who are really good a making a company run like a well oiled machine; again very different type of personality traits are required for this.

The fourth stage is now required (it had not been as much a part of management theory in the past. But with technology changing so rapidly, innovation to stay relevant and on top requires people to look outside their comfort zone and understand what’s coming next and how can they innovate and transform their company.) Otherwise the company becomes a dinosaur and dies. We’ve seen plenty of that happening to the likes of Tower Records, Circuit City, etc..

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We all have our beloved start-ups. And many of us have been part of start-ups. What’s true is that we all hope nothing will change. What is also true is that it takes a lot of effort to go beyond the start-up phase into the growth, maintenance and innovation phases. People get tired; they want their initial investment to pay off; and they truly like doing what they do best. And it may not be the other phases of what a company goes through. It’s not fair to ask people, however idealistic it is, to do things they don’t enjoy or are not good at.

Will Trello stay the same? Or will it change as many other acquisitions have, as they got bought or swolled up, and give into the reality of the phases of what it takes for an initial idea to grow into a company? Only time will tell.

@DrNatalie, VP and Principal Analyst, www.ConstellationResearch.com

Covering customer-facing applications and innovation

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#OOW16 – #IOT Is Really Asking Your Business What Outcomes Are You Looking For?

Many companies approach the internet of things by starting with a device, make it connectable and then are in search of a business use case. This is a typical process that happens when there is a new area of technology area. If a company uses that as a strategy, it can be the long road to #IoT innovation. What businesses need to ask themselves are, “What business outcomes are they looking for and what innovations could be possible to shift their business model?”

We heard from the @OracleIOT group several business scenarios:

  • Break / Fix it – which drives a predictive prescriptive business process
  • Static Analytics – which drives the use of real-time, big-data analytics
  • Ownership – which drives as-a-service business models and
  • Central Service– which drives self-service as well as self-guided service.

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What they are finding is that there are various phases a business often goes through when deploying IOT. It can start with the devices or assets (trucks, phones, factories, etc…) which are then connected to a platform which are connected to a network. For a business to actually make use of IOT, the first phase, Phase 1 can be about Connecting Assets for situations like remote monitoring and asset tracking. Phase 2 is can be using Predictive Analytics which means designing predictive algorithms to transform decisions into proactive instead of reactive decisions and improving products and processes. Phase 3 can be about Service Excellence. This is where the customer or employee experience is affected. It is where IOT is being used to transform business processes by blending IOT into enterprise applications like ERP, SCM, Customer Support, CRM, HCM…

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Some of Oracle’s IOT applications are in the areas of:

  • Asset monitoring for the utilization, availability and data from connected sensors
  • Production monitoring and prognostics of the equipment on the manufacturing factory floor
  • Fleet Management for business who have fleets of trucks, buses, delivery and maintenance vehicles
  • Connected worker for the tracking of employees, for instance in the mining, engineering construction industries.oracle-iot-application-to-business

Here are some examples of clients applying IOT to their businesses:

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VINCI is building the next generation sensor-driven building automation to reduce the number of “truck rolls” which has a huge ROI. They are doing this with the integration or Oracle Service Cloud and SAP. Lochbridge is creating connected fleets where IOT and big data is being used for predictive maintenance in monitoring fleet / cargo to reduce the response time. GEMU is using real-time filtering and processing of valve events and proactive parts replacement with the integration of CRM, IOT and a service ticketing system. And SoftBank is using IOT to deliver mobility-as-a-service where they are monitoring vehicle location for billing and geo-fencing.

As the world of IOT expands and more and more companies start to see the value in connecting enterprise applications, with devices, and networks, we will see the transformation of workers, employees and customer experiences. When those experiences are transformed, the real value and ROI of the connected enterprise will come to life.

@DrNatalie Petouhoff, VP and Principal Analyst

Constellation Research, Covering Customer Facing Applications and IOT

 

 

 

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Our Planet Deserves Our Best Thinking: Apple is Leading the Way

We expect perhaps Apple to always creating the next device. But Apple is up to more than that. They take the same innovative approach to the environment that they do with their products. They are creating new solar energy projects to reduce our carbon footprint. And they are switching to greener materials to create safer products and manufacturing processes. In addition, they are protecting working forests and making sure they are managed sustainably. And they creating a more mindful way to recycle devices, using robots.

In 2015, 93 percent of Apple’s energy came from renewable sources. Apple is constantly looking for ways to reach 100 percent. In Singapore, they are powering their facilities with a 32-megawatt solar project spread over 800 rooftops. In China, they are adding 170 megawatts of solar to begin offsetting the energy used to make our products. And their data centers around the world run on 100 percent clean energy and power billions of iMessages, answers from Siri, and song downloads from iTunes.

In addition, Apple wants to make sure they are protecting and creating more sustainable forest than they are using. It’s part of their larger goal to minimize the materials they take from the earth. They are measuring their water footprint and finding ways to reduce or reuse water wherever they can. And none of the waste from any of the iPhone and Apple Watch final assembly sites ends up in a landfill. They also created Apple Renew — a program that lets you recycle any Apple device at an Apple Store.

My POV: Apple is leading not only in the areas of devices, but also in a mindset that is more mindful. What good is a planet with more cool devices is if it is not healthy for the people who lives on it? Apple is securing the planet’s future by innovating the way they do business. For more details, you can find it here.

@drnatalie petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-Facing Topics that Create a Better World

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Honorees Announced for the 2016 Marketing Hall of Femme!

Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! These incredible women have storied careers, take risks, and push the industry and their companies forward with their edgy marketing strategies. On April 8, 2016, we’re celebrating all of their outstanding achievements and more.

New this year, the event features a Leadership Summit in addition to the Awards Luncheon. Attendees will meet the 2016 Leading Ladies, hear the first-person narratives behind their success stories, and attend educational sessions that explore the challenging yet rewarding roles of female leaders in the marketing industry today.

Introducing 2016’s most influential women in marketing:

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Learn more about the inspirational event that is the Marketing Hall of Femme:
Click here to read about previous years’ honorees and keynote speakers, view video interviews, and more.


My POV: Of course it would be to say that we need more women in technology. That’s it. I will keep it simple. And to congratulation all the amazing women named here and that work in the world of technology every day! You are my heros.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research
Covering Cloud and IoT That Drive Better Business Results and Awesome Customer Experiences
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Capgemini Acquires Innovation and Design Consultancy Fahrenheit 212 to Drive Digital Innovation Offerings

Capgemini Turns Up the Heat: Based in New York City and London, Fahrenheit 212 will contribute its specialized capabilities for innovation strategy and consumer-centric design to the broader offerings of Capgemini Consulting. The move opens growth opportunities for both companies through their combined capabilities. It will accelerate Capgemini Consulting’s ability to define new products, services and experiences for clients, while Fahrenheit 212 gains access to international implementation strengths and the Group’s global network of Applied Innovation Exchanges.

Who is Fahrenheit 212? It was founded on the premise that innovation – as a systematized capability – can be both a learned discipline and a predictable driver of growth. Highly entrepreneurial and outcome-driven, Fahrenheit 212 has spent the last 12 years developing growth opportunities for clients such as The Coca-Cola Company, Marriott, and Citi.

A Note from the Executives: Todd Rovak, Managing Partner and Chief Executive Officer of Fahrenheit 212, said, “At Fahrenheit 212, we have built an effective and unique model for developing new products and services, and now with our Consulting we can again leap frog our competitive set. The ability to combine innovation strategy and transformational thinking with enterprise-level implementation on a global scale is now a client mandate. Capgemini’s deep technology capabilities, resources and client relationships will steepen our trajectory and accelerate our pace in ways that would take us years on our own. Our people are excited to strengthen and broaden our approach to innovation consulting in dynamic new ways, helping us continue to attract and develop innovation’s top practitioners.”

Cyril Garcia, CEO of Capgemini Consulting and Member of the Group Executive Committee, statement, “Our shared view of the future of innovation and the inclusion of digital is the impetus behind the combination of our complementary approaches as we step-change the way consulting is defined and delivered. Together with Fahrenheit 212, we’ll bring additional value and innovation to our clients and expand our innovation solutions into new industries that are undergoing digital disruption.”

MY POV: It takes the know how of both a management consulting firm and system integrator and a speciality firm are a great combination to drive innovation from both a strategic and tactical point of view.

@DrNatalie, VP and Principal Analyst, Constellation Research

Covering the Latest in Digital Transformation, using IOT and the Cloud to make Awesome Customer Experiences

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