Delighting the Customer

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Ben Turner

Timothy Kasbe, CIO 13

Business

#CIOEdge #ADAPT @ADAPT Ventures
Delighting the Customer
& Enabling a Foundation
for Innovation
Timothy Kasbe
Chief Information
and Digital Officer

Timothy Kasbe
Chief Information & Digital Officer
The Warehouse Group
Delighting the Customer &
Enabling a Foundation for Innovation

87% Smartphone Install base
3hrs Daily Internet Usage
+22% YoY Mobile Ads
Our Context

60% Online Support Only
53% Faster Agent response
82% -ve experience = Lost business
5.5x User Generated Content
Our Context

We exist to delight our customers,
with TWG employees being our most loyal
ones, with the beauty of technology.
Our Vision

What is :
• Culture
• Authentic Leadership
• Awareness of changing market
• Empathy for customers
• Respect for competition
• Change
Our Challenges

• Unleash the pent-up demand
• New benchmark in costs
• Trust worthy data
• Core Tech
• People
Our Strategy

ü Security
ü Scalability
ü Availability
ü Performance
ü Offer Hybrid clouds to run workloads in optimal places
ü Build and deploy apps at speed of demand
ü Grant access to apps to apps and platform, wherever they reside
ü Near geo app fluency. NZ Cloud independence!
ü Analytics driven transparency for end-to-end tech platform
ü Zombie Apocalypse

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Delighting the Customer

1. #CIOEdge #ADAPT @ADAPT Ventures Delighting the Customer & Enabling a Foundation for Innovation Timothy Kasbe Chief Information and Digital Officer

2. Timothy Kasbe Chief Information & Digital Officer The Warehouse Group Delighting the Customer & Enabling a Foundation for Innovation

9. 87% Smartphone Install base 3hrs Daily Internet Usage +22% YoY Mobile Ads Our Context

10. Our Context

11. Our Context

12. 60% Online Support Only 53% Faster Agent response 82% -ve experience = Lost business 5.5x User Generated Content Our Context

13. We exist to delight our customers, with TWG employees being our most loyal ones, with the beauty of technology. Our Vision

14. What is : • Culture • Authentic Leadership • Awareness of changing market • Empathy for customers • Respect for competition • Change Our Challenges

15. • Unleash the pent-up demand • New benchmark in costs • Trust worthy data • Core Tech • People Our Strategy

16. ü Security ü Scalability ü Availability ü Performance ü Offer Hybrid clouds to run workloads in optimal places ü Build and deploy apps at speed of demand ü Grant access to apps to apps and platform, wherever they reside ü Near geo app fluency. NZ Cloud independence! ü Analytics driven transparency for end-to-end tech platform ü Zombie Apocalypse

17. Q& A

Delighting the Customer

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