The 4 realities exercise
Exercise 1- Alternate Universe
Group 2: CX
Group 1: Ecosystems
Group 4: Data
Group 3: Platforms
Exercise 2 - Real life Pain Points
Group 3: CX
Group 2:Ecosystems
Group 1: Data
Group 4: Platforms
Expectations
expedia
own the industry
prices up - no CX
No innvation
business model collapses
train company
loss of cusomers
lower market share
unhappy staff
degraded facilities
better data on customers
DR - F-2-F rail
traveling - increading cost
hard copies
timing issues
lower innovation - out of date projects
picking clinets on locations
no understandin of market - subjective
isolation - harder to work - no collab
ex being king - corporate memory - higher costs
no business info
salries go up - loads of land - libraries - written backoffice very costly - for cusotmers - gut feel
bsiness performance - customers - and interlinks
customer - ex - end provider ( perfect environment) - problem customer can skip expedia - create ecosystem with partners to increase CX ( direct engagement)
connect with mob phone orgs - customer movements - user focused design - customer becomes part of the ecosystem - user input into design - citymapper - apply wallet to collect data
DR - aging infra - recruitment issues - delays, insuf capacity - (workarounds - digitised signalling - TM system - training strategic hires for new skills
water utilites - resilience (key focus) - challenges - silod - chacing their own individual needs - platforms are vendor led - get arounds are - modular solutions - lack of sharing of data - customers only seeing the User interface - no understanding of the background ops