"« Innover pour survivre » - vous êtes en face de challenges pour transformer vos métiers et vos outils de travail impacts vos efforts. Les évolutions techniques et l’environnement de travail peuvent - au-delà de répondre à vos besoins – vous ouvrir de nouvelles opportunités et accélérer vos efforts pour innover. Nous vous proposons de discuter avec vous des nouveaux usages offerts par l’environnement de travail moderne et comment impliquer votre DSI pour accélérer leurs adoptions"

1. Innover pour survivre

2. Julien Bertheas
Sébastien Dethève
Digital Advisor
Microsoft France
Digital Advisor
Microsoft France

3. Challenges… et opportunités !
OBSOLESCENCE
DIGITAL
UBERISATION
APPLICATION LOB
INNOVATION
NEW BUSINESS
USAGES
CONSUMERISATION
RÉDUCTION
CONTROL
CHOIXMIGRATION SHADOW IT
BUDGET
CROISSANCE
Relever les challenges de l’innovation sous contraintes
de budget et de moyens

5. Des nouvelles technologies ouvrant des applications
métiers innovantes

6. Vos données métiers, disponibles, en temps réel
pour tout vos collaborateurs sur le terrain

7. Des interfaces naturelles pour de nouvelles
interactions avec les clients

8. De nouveaux usages… et de nouveaux risques de sécurité
8

9. Définir la roadmap des évolutions techniques qui
supportent la maitrise de l’environnement de travail et
ouvrent les possibilités pour de nouveaux usages
Identifier des scénarios d’usage
impliquant les outils de
l’environnement de travail et les
besoins d’évolutions pertinentes
Réaliser les business case de
l’évolution du TCO : as-is, to-be et
visualisation du ROI avec un
planning de réalisation des
bénéfices
#mobilité #securité
Produire la roadmap associant les
évolutions techniques et
opérationnelles compatibles avec et
la réalisation des bénéfices sur le TCO
et d’atteindre une target de ROI
Produire la roadmap de réalisation
des nouveaux scénarios d’usage
associée au planning des chantiers
techniques qui permettent leurs
mises en œuvre
Définir la roadmap de réalisation des
scénarios métiers associés à la
réalisation des bénéfices financiers
#benefices #TCO
#evolutions
#maitrise #opportunités
#réalisations

10. 10
Business Finance IT & Business IT (& Business)

11. 11
L’innovation au travers des scénarios d’usages
Expérience client -
utilisation d’un
service
Journée du
collaborateur
Processus
opérationnels
autour des produits
Processus
opérationnels
autour des services
Idéation produit et
processus de
développement

12. Microsoft Confidential 12
SITUATION
Adrian is a married 45-year-old father of three, and he is looking to purchase a new large television for his home. He plans to set up the TV in his living
room, where he and his wife will use it to watch sports and Netflix and his kids will use it to play video games. Adrian cares about having state-of-the-art
technology, but he is also price-conscious and wants to get a good deal.
ILLUSTRATIVE
Receive follow-up tips and content
▪ As Adrian’s family starts to use the TV, he
receives after-point-of-sale (APOS)
support: helping him integrate possible
content sources, and sending him relevant
tips
▪ Personalized data-driven notifications
about the latest relevant content and
services are sent automatically, based on
Adrian’s specific preferences
Browse products and discussions online
▪ After browsing a retailer’s website,
Adrian receives suggestions from a
personal recommendation engine on
which TVs might be best for him, and
saves them to a “wish list”
▪ He views crowdsourced opinions on
the retailer’s app, about which models
in his price range have the highest
customer satisfaction ratings
Visit store to see the options in person
▪ Under an optimized cross-channel
experience, Adrian’s “wish list” online is
shared with the experts at his nearest
physical retail outlet
▪ When Adrian walks through the doors,
geofencing is used to identify him and
personalized offers and
recommendations – such as a 10% sale
on two of his selected brands – are sent
to his smartphone app
Receive personalized assistance
▪ On his smartphone app, Adrian taps a
“call button” that pulls up an expert
who has his selected options ready to
review
▪ A visualization tool on the retailer’s
mobile app allows Adrian to preview
how each TV model will look in his
living room
Decide to purchase and quickly checkout
▪ Adrian decides on a specific TV model,
and uses his smartwatch to seamlessly
authenticate his payment and shipping
information
▪ He gets a date and time window for
delivery, and regular shipping updates
on his smartphone based on geotracking
of the package
Encounter problem,
and contact customer service
▪ Before Adrian faces an issue himself, a digital
support agent reaches out proactively, based
on prior data about other users’ support
queries
▪ Support operatives can visualize in multiple
panels, Adrian’s customer information and the
perfect issue resolution path, communicating
with Adrian through videoconference
Give feedback to retailer and review
product online
▪ Adrian is automatically prompted for one-
click feedback on his retail experience,
and he receives a response after
communicating his thoughts to the retailer
▪ He engages in conversations on online
and social media channels, sharing his
opinions and tips about the TV he bought
Receive custom offers and consider
related products to buy
▪ Given his purchase history, Adrian receives
regular notifications about custom
offers on related products and services
from the retailer and other partners
▪ The retailer uses advanced campaign
management systems to send relevant,
personalized offers to Adrian at key points

13. 13
Attract
new
customers
Customer
service
and post-
sales care
Retain
customers
and reduce
churn
Activate
and develop
targeted
offerings
Prospect
potential
customers
Develop
customers
and promote
loyalty
Sell
tailored
products
and
services
Up-sell/
cross-sell
(increase
share of
wallet)
Steps
in the
customer
lifecycle
Digital advertising and CLM Online and mobile commerce Customer service automation
Tech-enabled
stores
Omni-channel experience delivery
Tech-enabled
stores
Digital advertising and CLM
Customer data management and analytics
Digital
capabilities
Engage your customers: analysis of end-to-end customer lifecycle management
revealed critical digital capabilities
ILLUSTRATIVE

14. N° 14

15. @microsoftideas @microsoftpme
N° 15
https://fr.linkedin.com/in/julienbertheas | https://fr.linkedin.com/in/sebastien-detheve
@jbertheas

16. N° 16
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