Innovation, often muddled with invention, disruption, and high tech, has many definitions and interpretations. In simplest terms, it’s something new that satisfies an unmet customer need. This connection to customer needs is why the best and most sustainable innovations are inextricably linked to customer experience. Successful companies constantly re-evaluate how to learn from and engage the buyer. Instead of just outwitting the competition, they give customers what they expect and demand. In these slides, we discuss how to embrace innovation as a critical component of your digital transformation, and build stronger relationships with your customers. You’ll learn about: The types of innovations that will broaden your organization’s reach The key roles, methods, and tools that make innovation a reality How to bring innovation to fruition in your organization

1. Drive Digital Transformation
with Innovation

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About Perficient
Perficient is the leading digital
transformation consulting firm serving
Global 2000 and enterprise customers
throughout North America.
With unparalleled information technology, management
consulting, and creative capabilities, Perficient and its
Perficient Digital agency deliver vision, execution, and
value with outstanding digital experience, business
optimization, and industry solutions.

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487 Million 2016 revenue
1997 Founded
PRFT Listed on NASDAQ
90% Repeat Business Rate
Employees
3000+
N. America locations
23
Global US, EU, China + India

4. Drive Digital Transformation
with Innovation

5. Customer Experience

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Rising Customer
Expectations
Continual
Connectedness
Organizational
Velocity
Abundance of
Customer Data

7. Digital Transformation

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Digital Customer Experience
Digital Operational Excellence
Digital
Transformation
Differentiation
Efficiency

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A. Disruption
B. Problem-Solving
C. Competitive
D. Useful
E. Game-Changer
What does
innovation
mean to you?

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A. Disruption
C. Competitive
D. Useful
E. Game-Changer
What does
innovation
mean to you?

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A. Disruption
C. Competitive
D. Useful
What does
innovation
mean to you?

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A. Disruption
D. Useful
What does
innovation
mean to you?

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D. Useful
What does
innovation
mean to you?

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Something new to your business
that satisfies an unmet customer need
Innovation

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Growth
Better
Exploration
Customer Experience
Disruptive
Efficiency
Faster
Exploitation
Operational Excellence
Sustaining

16. Why Innovate?

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Customers want
you to innovate
The last best experience
that anyone has anywhere
becomes the minimum
expectation for the
experience they want
everywhere.
- Bridget van Kralingen

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Customers want
you to innovate

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Competitors
don’t want you
to innovate
73% of businesses claim that
improving CX is a strategic priority
63% of customers like it when
manufacturers offer new products
(Nielsen)
73%
63%
84% of customers say it is
somewhat or very important
that the company they buy
from is innovative (Lab42)
84%

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Competitors
don’t want you
to innovate
Innovate or Die
Digital Prey
Digital Dinosaurs
Fossils & Boneyards

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Your co-workers
need you
to innovate
Toyota implemented a "Creative
Ideas Suggestive System" in 1951
and to date more than 40 million
ideas have been contributed to the
company from employees at all
levels of the organization, with a
peak implementation rate of 98%.
MORE THAN 40 MILLION
IDEAS CONTRIBUTED

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Your co-workers
need you
to innovate
CX leaders have
1.5 times as many
engaged employees
as do CX laggards.
(Temkin Group, 2016)
Only 31.5% of the U.S.
workforce considers itself
engaged in work.
(Gallup, 2015)
31.5%
150%

23. The Innovator’s Dilemma

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Adding new features to
a product in an attempt
to entice customers
Maintaining a product
to improve quality and
decrease cost
DisruptiveSustaining

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7 Habits of
Highly-effective Innovators

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Who are your customers?
How do they interact with you?
What do they need?1Connected with
Customers

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Experience
Channel
Brand
Process
Product
Service
2Embrace Many
Types of Innovations
Outside-In Inside-Out

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3
Continuously
Test and Learn
Will customers want it?
Can we produce it?
Will it scale?
Can we protect it?

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4 Now
Manage an
Innovation Portfolio
New Next

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5Measure Outcomes
Process Outcomes
Growth
Deployment
rate
Customer
sales and
retention
Efficiency
Portfolio
alignment
Cost of
goods sold
Velocity Time-to-market Time-to-deliver

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6Flexible
and Adaptable
Think big
Start small
Act fast

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Leadership
Diversity
Collaboration
Learning
Change
Management
Empowerment
7Build a Culture of
Innovation

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Which Innovation
Capabilities Does Your
Company Need to
Develop?

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How to Win Customers and
Innovate Business

36. Give ordinary people
the right tools, and they
will design and build the
most extraordinary things.
–Neil Gershenfeld

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Customers
Designers
Analysts
Creatives
Engineers
People
Perficient Innovation Framework
Methodology
Activities
Techniques
Process
Collaboration
Prototyping
Testing
Technology

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People
Hipster Hacker
2-Pizza Team
Minimum Viable Team
Hustler

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Process
Measure
Test
Learn
Visualize
Research
Prototype
Build
Evaluate
IdeateListen
Brainstorm

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Design Thinking
EMPATHIZE
DEFINE
IDEATE
PROTOTYPE
TEST

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Design Thinking
EMPATHIZE
DEFINE
Current reality
Customer needs
The real problem

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Design Thinking
IDEATE
PROTOTYPE
TEST
What is possible
What we can learn
What works

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Tools
Collaboration
Prototyping
Testing
Brainstorming
Co-creation
Conferencing
Sketches
Storyboards
High resolution
Surveys
Heat mapping
Analytics

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CX AMP
Wicked problem?
Hitting the wall?
Stuck in the mud?
CX AMP is an innovative approach
to rapidly create and visualize
breakthrough ideas. Based on the Design
Thinking framework, CX AMP brings
cross-functional teams together to think
about problems differently, generate new
ideas, and visualize them to start
something wonderful.
11

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Questions
Please enter your question in the chat box

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Next up:
Harness the Power of Cloud to
Drive Business Innovation - Tuesday, April 25

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Thank You