Through customer experience & digital ecosystems to new business models – The operation and business models of the future are digital. A successful digitalization therefore needs more than just innovative technologies. Novel concepts are required! It’s the time to rethink: Only when customer experience, platforms and enterprises interlock is it possible for the power of digitalization to truly unfold. We use tangible examples to showcase the impact of the digital chain on enterprises, how Design Thinking, Agile Development, Co-Creation and technology collude and how ecosystems drive new business models.

1. Digitalization
Aligningcustomerexperience,platforms
and players
March 18th 2016
MilošRadović,Digital Business & Innovations

2. Miloš Radović
Senior Business Developer
Digital Business & Innovations
milos.radovic@swisscom.com
@milosradovic

3. Digitalization!

6. We’re living in an
experience economy!

7. Economic & social development
Product focused society

8. Economic & social development
Product focused society Informationfocused
society

9. Economic & social development
Product focused society Informationfocused
society
Experience focused
society

10. Economic & social development
Need:
Quality of life,
relief and
safety.
Behaviour:
Buy & Own
Differentiation:
Product quality,
durability und
reparability

11. Economic & social development
Need:
Information,
communicationand
entertainment.
Behaviour:
Use & Connect
Differentiation:
Usability, speed and
variety
Need:
Quality of life,
relief and
safety.
Behaviour:
Buy & Own
Differentiation:
Product quality,
durability und
reparability

12. Economic & social development
Need:
Creating lasting life
experiences.
Behaviour:
Experience & Share
Differentiation:
Quality of service and
size of the ecosystem
Need:
Information,
communicationand
entertainment.
Behaviour:
Use & Connect
Differentiation:
Usability, speed and
variety
Need:
Quality of life,
relief and
safety.
Behaviour:
Buy & Own
Differentiation:
Product quality,
durability und
reparability

13. What are the success
factors within the
«experience economy»?

14. Co-Operative EconomyEcosystem
Success factors
Brand

15. Brand as an experience!
Brand Ecosystem Co-Operative Economy

19. Staging the experience

21. Product + Brain + Experience

22. 18.03.16 Mobile. Flughafen. Innovation. Web. Native

25. Virtuell real
Health & Fitness

26. The ecosystem as a «lock-in»
Brand Ecosystem Corp Economy

42. Stronger through partnerships
Brand Ecosystem Co-Operative Economy

45. Create win-win situations!

49. Competing against Amazon?

52. Core Business Growth Areas

53. 9 Months

54. 2 Weeks 2 Weeks 2 Weeks

60. SaaS, we can!

63. Understanding clients!

64. Swisscom
Enterprises
Clients

65. Swisscom
Enterprises
Clients
BUSINESS MODELS
PROCESSES EXPERIENCE

66. Swisscom
Enterprises
Clients
PROCESSES EXPERIENCE
TRANSFORM
BUSINESS MODELS

68. «We didn‘t expect that, at all!

70. We create new experiences!

71. Mobile Lösungen am POS

75. Think in ecosystems and
engage with partners!

76. Business relationship based on mutual
trust, openness and shared rewards

77. Innovation braucht ein inspirierendes Umfeld
Collecting, analysing and combining data
from different parties

78. PaaS we want!

80. Don‘t forget to have fun!

83. Thank you!