Exam 3

Recognize that the primary target for managing disruption is the ___________ followed by training and education for individuals

organization,

Machine learning—

where algorithms that improve automatically through experience are used for processing and decision-making; to act like humans do; to act without being programmed SIRI, Alexa, traffic predictions, email filtering, Fed Ex Bot

Robotics—

where machines do physical work, which can range from manufacturing, to supply delivery in a building, to complex laboratory processing such as blood tests

Natural language processing—

which includes a variety of technologies that facilitate conversational interfaces between humans and a machine. Think of: Speech recognition question answering ad placement

__________ - gathers information Salesforce, Facebook, Shopify, etc. to gain insight

▪DOMO

Recommendations for businesses

▪Find meaningful ways to reward customers ▪Uncover the experiences that resonated with top customers and enhance them as a strategy to win over new shoppers

Three key aspects with IT projects in customer experience:

"it must be useful", "it must be useable", "it must be used".

Visioning

- The ability to envision a more creative customer experience.

Customer focus

-The business and IT functions need to come more customercentric. This will redefine large parts of business process and systems

Which of the following is not a source of organizational disruption?

1) new risks 2) new demands 3) new products and services 4) new structural changes*

Courageous.

A thought leader believes in his idea and challenges others or disrupts established ways if necessary

Synthesizer

A thought leader connects the dots between their idea and other people's ideas to provide a more compelling vision The person is an intellectual, one who uses his/her mind creatively

Credible

A thought leader has credibility with the subject area involved, either in the business or in the technical function. Don't make promises you can't keep Can haunt you later

Consultant

A thought leader helps others think through ideas and looks for ways to add value. Notice emphasis in text on "selling" At same time, remember to "sell" on value, not IT itself

Idea-generator

A thought leader is forward thinking and adaptive, offering intellectually attractive ideas.

Visionary

A thought leader is more than just an idea creator and more than a subject matter expert Some "can't see the forest for the trees" Ability to step back and view a bigger picture

Collaborator

A thought leader listens to others and adjusts her ideas based on their input, rather than clinging to an original idea.

Persistent.

A thought leader understands that unconventional ideas are rarely, if ever, accepted immediately Some are comfortable with no change Change can be disruptive

Self-motivated.

A thought leader works for intrinsic value and the opportunity to make a bigger difference.

________________ can be a strong company differentiator -both positive and negatively -thereby affecting sales

Customer experience

____ is the lifeblood of AI.

Data

Delivery-

Execution is where it all comes together. It is important to have both good technology and knowledgeable and caring staff, who are themselves supported and empowered by good technology.

____ in business is a strategy to reduce uncertainty and deal with disruption.

Experimentation*

Back-end processes, such as billing and logistics, do not impact the customer experience.

False

▪________- SAP's cloud platform managing databases of information

HANA

Innovation

IT can help the organization improve its customer experience and become a strategic differentiator. What are customers wanting? How to determine what customers want and expect?

____ of business and IT strategy is needed to develop a roadmap for improving the customer experience and to design the initiatives that will operationalize it.

Integration*

Digital transformation.

Involves embracing new and different technologies in ways that challenge operational and value assumptions and integrate them with existing technologies to deliver new products, services, business models, revenue streams and/or customer/stakeholder experiences

Knowledge and data

Knowledge about customers' experiences in order to better understand and act to improve them.

One of the tangible benefits of experimentation is _____.

Learning

Sources of Organizational Disruption

New Risks New Demands New Products and Services New Delivery methods New Technologies

Customer's Experience Has Many Dimensions

Perceptions & Expectations Rational experiences Demo-graphics Feedback & Action Consistency, Reliability, Timeliness, Knowledge, Innovation

IT ____ are such significant obstacles to change that some organizations may just give up the effort.

Processes

Roadblocks

Processes and structure People Technology

Consistency and reliability -

Products and services that deliver consistently across channels, over time, and as promised.

Distinguishing Features of an IT Thought Leader

Spark Innovation Energize others Applies Tech for value Leads in context Delivers business impact.

Relying on partners and cloud applications to acquire the solutions they are experimenting with

Spreading the risk around High costs associated with uncertainty

A thought leader often connects the dots between their idea and other people's ideas. This characteristic is also called _______.

Synthesis*

Data management-

The delivery of complete, current, and accurate data is central to the ability to provide high-quality customer service with IT.

Timeliness

The longer it takes to accomplish a customer service, the less likely a customer will be satisfied

A ____ is an authority in a specialized field whose expertise is sought and often rewarded.

Thought Leader

Communicator

Thought leaders recognize that selling their ideas is a must. Again, the emphasis on selling Communication skills, necessity for collaboration

Designing for utilization -

Three key aspects with IT projects in customer experience: "it must be useful", "it must be useable", "it must be used".

Experimentation cannot and should not compete with other types of IT projects

True

It is critical that people and organizations be able to trust what AI technology is able to do.

True

Thought leadership can be fostered both at an individual and a group level.

True

While it is supporting the business in dealing with disruptive forces, IT is also in the midst of being disrupted itself.

True

personal traits

Trustworthy Innate ability to contribute

The Foundation of a Strong Business-IT Relationship

Value Trust Interpersonal Interaction Credibility Competence

Action-oriented

While not necessarily a formally appointed leader, a thought leader drives action related to an idea and leads others to deliver a useful outcome. Note emphasis ▪Drives ▪Leads ▪Deliver

disruption

a change or disturbance to a current or settled way of doing something

Today's CRM software is highly scalable and customizable, allowing businesses to gain _______________ with a back-end analytical engine

actionable customer insights

IT plays an integral part in almost ___________ experience initiatives

all customer

Thought leaders can be ___________ in the organization. Being in a position of power does not make one a thought leader

anywhere

ANNs

are trained and learn by working with large amounts of data

Intelligent

being able to adapt to changing circumstances

Huge relationship today between AI and ______________

big data/data analytics

Reputations can be_____________ by opinions shared online, "texted" by friends, bloggers, and advocacy groups

built and burned

CRM software systems are also used in the same way to manage ______________________.

business contacts, clients, contract wins and sales leads

Creativity

capability or art of conceiving something new or unusual

Keep working away at the basics - ____________________. These are essential to delivering a consistent experience!

common data, integration across applications channels and reliability

One of the least effective ways, is to ______________, because this tends to discourage contributions from non-group members

create an elite innovation group

Remember that innovation is not ____________

creativity

Customer experience is today recognized as being _________ to organizations' current and future success

critical

CRM software is a category of software that covers a broad set of applications and software designed to help businesses manage

customer data and customer interaction access business information, automate sales, marketing and customer support manage employee, vendor and partner relationships

IT function should become more________________

customercentric - customer in mind

Identify and develop new capabilities to deal with ____________, not just business users.

customers

huge amounts of ________ that drive AI are now available through apps, sensors, and other devices

data

Most enterprises are not yet _____________

exploiting AI

Innovation

implementation of something new

Thought leadership can be fostered both at an_____________

individual and a group level

Thought leaders spark the _____________ cycle. They provide the connection, the synthesis, and the _____________ to start down a different path

innovation, intellectual energy

Neural networks—

inspired by biological neural networks and which aim to mimic brain connections. Machine-based neural networks have developed strong pattern identification skills and can also be a type of machine learning—discovering rules, developing new rules, and tolerating noise and variability in data handwriting recognition for check processing, speech-to-text transcription, oil-exploration data analysis, weather prediction and facial recognition.

Customer support

is a specific type of customer service involving other skills such as documentation, product feedback, technical problem solving; support a product

Customer service

is broader, focus on efficiency, support the customer

The ability of an organization to assist, support, and educate its customers is based on which dimension of customer experience?

knowledge and data*

Thought leaders need to have _______, _______, _________to bring their ideas to a point where they'll get traction, even if they don't implement them themselves

knowledge, credibility, and persuasiveness

Thought __________ is what business wants from IT

leadership

Customers encountering new products, services, and experiences ... are growing _________ to their brands

less loyal

Technology often substitutes people resulting in a_________________________

less satisfying or negative experience.

Caveat Emptor

let the buyer beware

Sub-par customer service will drive away 23.5% of _____________

loyal customers

Have a clear customer relationship __________________ and value proposition.

management strategy

Many of the common applications of AI at present are in areas where ______________of data are required, such as with legal or medical information

massive amounts

___ aim to mimic brain connections.

neural networks

Thought leaders require_________ that far exceed expert knowledge

personal traits

the use of technology by no means guarantees a ______________________

positive customer experience.

Create a__________________ where thoughts and leadership can flourish at all levels

positive environment

Excellent customer experience ________ impacts an organization's bottom line

positively

Innovation is a _________response to disruption. Continually look for new opportunities.

proactive

It requires new ways of managing technology. It "learns" and is "trained"; it isn't __________

programmed.

CEOs told us they need to __________customer interest and loyalty or risk losing ground to competitors

re-ignite

Follow an integrated business and IT strategy to develop a ___________for improving the customer experience. "One view of the customer and one common set of business rules".

roadmap

Have a central management. Appointing a ____________ executive with responsibility to improve customer experience provides executive sponsorship.

single senior

Development functions are being displaced by ready-made __________ or outsourcing

software-as-a-service

The first goal of managing disruption is to _____________

stay relevant

Senior leaders must be clear about their _______________

strategy and values

Innovation and thought leadership work hand-in-hand, but they are not _______________

synonymous

_____________ is not always the cause of disruption, it is generally involved in some way

technology

It is a platform shift—away from the__________ structured ways of doing business towards a more "natural" interaction that _________ to context and conditions

traditional, adapts