Consider the following questions:
Great questions with complex answers; and this is just a sampling of the engaging topics that came up during Mindtree’s mobility strategy and customer experience dinner in NYC on the 21st.
If you can get a few customers together, brainstorm and debate potential trends, discuss approaches to meet them, and also analyze the most important challenges that slow down adoption and progress, it leads to true innovation on both services and products. Now if such a discussion were to be over dinner and wine, leading to a relaxed, no holds barred discussion, then you really exceed the bar.
Our mobility dinner in NYC on mobility strategy and customer experience was an excellent culmination to weeks of planning and organizing. We thank our event partners Kony who provide an excellent mobility and multi-channel platform, and also Everest group who led a thought provoking discussion.
We kicked off with a fascinating presentation on the evolution of the world’s most innovative museum and how they balance mobility needs for customer engagement and generation of new revenue streams. Balancing the needs of donors, curators, customers, operations and finance is no easy task. And maintaining the vision of education and making art accessible to all is itself a fine art when it needs to be achieved in the light of integrating consumer experiences with operational efficiency and meeting revenue targets to keep the lights on.
Next up was a million dollar question. Should we even attempt creating a long term mobility strategy in this fast changing world? Or should we just create a set of guiding principles that achieve the goals of:
The bottom line conclusion was that customer experiences must be mapped across channels to uncover opportunities to delight and satisfy customers as they interact with us. Supporting this premise was the principle of creating a mobility needs universe which takes into consideration internal and external stakeholders as well as their influence on both revenue and efficiencies. A mobility universe created through a structured process, will yield surprising insights into what to build, when to build, and how to build. A business aligned IT strategy is facilitated and made easy by such an approach.
The answers are not easy, and they have to do with legacy, varying divisional priorities and different views of the vision. Creating a “leaders view of the ecosystem” and then a culture of nimbleness and innovation is crucial. And even as you read this, organizations are hard at work creating exactly that.