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13
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2014

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Digital is a Strategic Vehicle for Business Disruption

canada goose outlet toronto factory Research from Harvard Business Review Analytics Services found that less than two canada goose uk black friday in 10 businesses canada goose clearance sale are able to deliver relevant and valuable customer experiences. According to the research findings, the top three success factors for customer experience transformation is: 1. customer centric culture, 2. management/leadership buy in, and 3. visibility into and understanding of the end customer experience. canada goose outlet toronto factory

canada goose outlet online store The research also revealed that customer experience (CX) leaders are more likely to be using emerging technologies and creating personalized and canadian goose jacket omni channel experiences. CX leaders are also more likely to use data to predict and anticipate consumer needs, understand lifetime value, and track customer advocacy. CX leaders also have a cheap canada goose uk much higher sense of urgency they believe there buy canada goose jacket is no time to waste in transforming to deliver a superior customer experience. canada goose outlet online store

canada goose outlet online uk Data is at the heart of meeting the elevated expectations of today’s connected customers. Forward looking companies have invested in new technologies capable of consolidating and analyzing key customer data and have reorganized to be able to act on that customer insight in a more nimble way. An example of a forward looking company is TELUS. canada goose outlet online uk

canada goose outlet toronto TELUS is Canada’s fastest growing national telecommunications company, with $12.8 billion of annual revenue and 12.7 million subscriber connections. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment, video and business process outsourcing services, and is Canada’s largest healthcare IT provider. TELUS has been on the forefront of digital business transformation, by developing TELUS Digital Labs, an internal digital innovation center of excellence, where some of the best and brightest digital experts co create customer value and amazing experiences by designing and developing web and mobile apps, social media, cloud enterprise applications, advanced analytics and content. canada goose outlet toronto

canada goose outlet online store review To learn more about the incredible digital business transformation at TELUS, Ray Wang and I invited Shawn Mandel, vice president and chief digital officer at TELUS Digital to our canada goose weekly show DisrupTV. canada goose outlet online store review

canada goose kensington parka uk Shawn Mandel is the chief digital officer at TELUS Digital Labs. Mandel leads TELUS’ Digital Services team, driving the digital canada goose uk outlet strategy for customer facing web properties in both consumer and business segments. His team is responsible for delivering a best in class online experience that accelerates TELUS’ competitive advantage, delivers on our customer first commitment and our goal of becoming the most recommended company globally. canada goose kensington parka uk

canada goose outlet store uk The core values of TELUS Digital is the following: 1. Outcomes over outputs, 2. Quality more than speed, 3. Data more than opinion, and 4. Empowerment more than governance. canada goose outlet store uk

canada goose outlet new york Here are 12 takeaways based on our conversation with TELUS Digital CDO, Shawn Mandel: canada goose outlet new york

canada goose jacket outlet uk 1. Put your customers at the center of every products and services decisions Mandel and his team are incredibly focused on design thinking and product development based on deliver measurable customer value. Manel and his team measures their success based on customer feedback, adoption and engagement levels. canada goose jacket outlet uk

canada goose shop uk “No matter what role or area of the organization, our clear and simple vision is Customers First. It’s our common cause because if the customer wins, we win.” Shawn Mandel canada goose shop uk

canada goose outlet usa 2. Digital is not just about apps, mobile, web and social. Digital is far more strategic and massive vehicle for disruption Mandel and uk canada goose the leadership at TELUS created a startup within a large telecommunications canada goose black friday sale company 47,000 employees called the TELUS Digital Labs. The lab provided Mandel’s team the autonomy to create value and digital experiences for employees and customers. The lab started with 20 employees from various lines of business within TELUS in 2013, and today there are more than 305 employees at TELUS Digital. The team has achieved a lot, buy canada goose jacket cheap failed a lot, and along the way rapidly transforming a one hundred year old company. canada goose outlet usa

canada goose outlet eu I visited TELUS Digital Lab in person in Toronto and watched a vibrant and highly collaborative environment where designers, developers, marketers, IT engineers and enterprise architects working together to develop customer facing solutions. There are 22 delivery teams, constantly pushing products into the market. canada goose outlet eu

canada goose outlet england 3. Incubating and growing digital capabilities is about positioning TELUS Digital Labs is a complete digital agency embedded between marketing and IT The role of digital varies on organizations and in TELUS Digital Labs sits where marketing operations ends, and where IT begins. TELUS Digital manages canada goose uk shop their own Canada Goose Parka application infrastructure, managing the digital life cycle from concept to commercialization, including research, design and development. TELUS is a full fledged digital agency, partnering directly with CMO canada goose clearance and marketing and CIO and IT. The goal for Digital Labs is to canada goose store push digital capabilities and competencies deeply into every line of business within TELUS; essentially managing themselves into irrelevancy over time. canada goose outlet england

canada goose outlet hong kong 4. Your competition is digital savvy companies outside of your organization Mandel is competing against Airbnb, Etsy, and fast growing digital startups. You are in a constant battle for the customer and talent. Mandel and his team sits between a startup and big business, able to attract digital talent and giving employees an opportunity to experience speed, agility and gofind.ca leading edge innovation. canada goose outlet hong kong

canada goose outlet online reviews 5. Toronto is working towards becoming the artificial intelligence (AI) capital of the world The startup scene canada goose coats on sale at Toronto is blowing up, according to Mandel. Companies like Google and Accenture and investing in developing a strong AI ecosystem in Canada. canada goose outlet online reviews

canada goose outlet new york city 6. The secret to staying innovative is to stay small As you get big, break it down Canada Goose Outlet and become small again, said Mandel. TELUS Digital was inspired by Spotify and their method of staying small tribes, squads, gills and power of autonomy, information sharing and right sizing teams. Give the Canada Goose Online team enough autonomy, but put the right guardrails in place to minimize chaos. canada goose outlet new york city

canada goose uk 7. Failure is part of the learning process Mandel celebrates failure because this is key to developing your innovation muscle. Your culture and rituals is how you create and cultivate a safe environment to demonstrate transparency, collaboration and co creation of value. canada goose uk

goose outlet canada “In order to create a collaborative and safe environment one that’s conducive to solving problems cheap canada goose uk and innovating together we need to celebrate failure or what we like to Canada Goose sale call “retrospectives”. In the TELUS digital team we’ve built retrospectives into our process,” said Mandel. goose outlet canada

canada goose factory outlet 8. Give your team the permission to experiment and co create value Mandel is a big believer of uk canada goose outlet empowering his team to reach their their canada goose coats full potential. He has created an environment that is safe for experimentation and exploration with a high degree of transparency and accountability based on a data driven culture. Mandel’s point of view on empowerment is based on three foundational elements: canada goose factory outlet

canada goose outlet montreal 9. Employee Canada Goose Jackets empowerment is the fuel of your innovation engine Mandel believes that the most important factor in accelerating innovation is canada goose factory sale employee empowerment. By giving his team autonomy to explore, experiment and iterate, Mandel has realized team improvements in the following areas: 1. intrinsic motivation: improved team engagement and talent acquisition and retention, 2. Faster speed to market: better use of analytics and tools to reduce product development and delivery, 3. Creativity: more informed decision making processes with calculated Canada Goose Coats On Sale risks that lead to faster and higher quality outcomes. canada goose outlet montreal

canada goose outlet 80 off 10. Only data driven organizations are able to meet the every changing customer demands and expectations Mandel and his team practice radical transparency because they have created and cultivated a data driven culture, aimed Canada Goose online at continuous improvement. They leverage data so that they can shift from a command and control culture to a collaboration and co creation of value ethos. canada goose outlet 80 off

official canada goose outlet 11. Structure your team by outcomes and enablement models Outcomes and enablement teams have distinct goals. Outcome owners manage the process and resources towards delivering on the promises made to business stakeholders and customers. The enablement team is focused on delivering an optimization machine, ensuring the teams have the right tools, processes and culture to deliver awesome solutions, on budget and on time. Mandel and his team focus on business outcomes aimed at improving the customer experience by measuring, iterating and continuously improving. Mandel ships 400 new changes into production on a daily basis. official canada goose outlet

canada goose outlet edmonton “Whatever your vision or objective, collect the right metrics and constantly measure and assess your progress. At TELUS digital our focus is on the customer and it only makes sense to collect the right metrics to have a constant pulse on the customer experience.” Shawn Mandel canada goose outlet edmonton

canada goose outlet reviews 12. Strong talent share three common characteristics: canada goose outlet reviews

canada goose outlet jackets Talented employees wants to make a positive impact Talented employees want to develop and deliver products that add value at scaleTalented employees want to ship product canada goose outlet jackets

canada goose outlet in vancouver By focusing on enabling his team, and measure outcomes, TELUS Digital is providing opportunities for all their employees to make a positive impact by shipping products and services at the speed of customer need. Speed, quality and agility are the new currencies in the digital age and cheap Canada Goose TELUS Digital is an excellent role model of leveraging digital as massive engine for innovation and disruption. canada goose outlet in vancouver

canada goose outlet in chicago Mandel is one of the brightest chief digital officers that I know. He is a visionary and servant leader, capable of building a world class team and innovating at a pace that is needed to anticipate and deliver ahead of his customer’s needs canada goose outlet in chicago.

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