How to grow by leveraging partnership and adopting new technologies By Magnus Wester, Head of Enterprise Communication, Ericsson BU Digital Services
Communication transformation 1931 1991 2004 2011 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 2017 2017-05-08 Page 2
The journey of innovation How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB 2017 2017-05-08 Page 3
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 1980 1990 2000 2010 2020 How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB 2017 2017-05-08 Page 4 Time * The Innovators Dilemma 1997, Clayton M. Christensen
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 2017 2017-05-08 Page 5 Communication can INCREASE the value of a context or existing process
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 2017 2017-05-08 Page 6
Trial Results Lithuanian Trial Dec-January 2016 40% 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 2017 2017-05-08 Page 7
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 2017 2017-05-08 Page 8
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 2017 2017-05-08 Page 9
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 2017 2017-05-08 Page 10
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 2017 2017-05-08 Page 11
New devices 2020 Ericsson Vision from 2000 How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB 2017 2017-05-08 Page 12
New interactions 2020 Ericsson Vision from 2000 How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB 2017 2017-05-08 Page 13
New Technologies creating new opportunities 5G IoT Cloud AI How to grow by leveraging partnership and adopting new technologies Commercial in confidence Ericsson AB 2017 2017-05-08 Page 14