How to grow by leveraging partnership and adopting new technologies. By Magnus Wester, Head of Enterprise Communication, Ericsson BU Digital Services

Transcription

1 How to grow by leveraging partnership and adopting new technologies By Magnus Wester, Head of Enterprise Communication, Ericsson BU Digital Services

2 Communication transformation Fixed Phones Mobile Phones PC VoIP Clients Process Integrated Communication Business Value Talk to remote people Talk to people anywhere Talk to remote people for free Create new business values Grow loyalty; be more effective; reduce OPEX, spread knowledge How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 2

3 The journey of innovation How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 3

4 Communication disruption Product Performance Very high quality Best in class Very expensive Only high end users People tolerate poorer quality, longer call setup times, more frequent drops in exchange for the convienience of mobility, and integrated address book etc. Low but acceptable quality, due to cheaper price or other NEW values How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 4 Time * The Innovators Dilemma 1997, Clayton M. Christensen

5 Communication transformation Communication Context / Process Context Commu nication Communication was THE VALUE How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 5 Communication can INCREASE the value of a context or existing process

6 Remote Advisory Service Ericsson & SEB Co-Innovation Co-Editing Web HD Video Persistent Virtual Rooms Secure WebRTC Communication Recording & Secure Storage Screen Sharing How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 6

7 Trial Results Lithuanian Trial Dec-January % prefered remote meetings Meeting quality: 4,7 (out of 5) Customer value 4,6 (out of 5) 95% customers would recommend service to others Customer name time saving as main benefit of remote advisory meeting, as well name it easy to use Bank employee feedback: Very positive How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 7

8 Customer lifecycle management From an online sales engagement model Current Focus AQUIRE ACTIVATE SELL UPSELL RETAIN Digital Targeting Click-to-Engage Video Authentication Scheduled Meetings Ad-hoc meetings in bank online portal How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 8

9 Communication transformation Any business process that could benefit from communication will have it integrated in the future ADVANCED COMMUNICATION COLLABORATION AND SHARING MULTI-DEVICE SUPPORT CLOUD ACCESSIBLE USER & CALL DATA ANALYSIS How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 9

10 Transforming web interaction Transforming: Volvo Sales Assistant Transforming: Estonian E-Health How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 10

11 Transforming web interaction Transforming: SAP/Barloworld Field Support Service Transforming: Remote Patient (Sigma) How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 11

12 New devices 2020 Ericsson Vision from 2000 How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 12

13 New interactions 2020 Ericsson Vision from 2000 How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 13

14 New Technologies creating new opportunities 5G IoT Cloud AI How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB Page 14

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