Unlocking innovation with customers
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Ajay Bhandari, Chief Architect at Microsoft Services, emphasizes the necessity of digital transformation for businesses to thrive amid rapid technological advancements and changing consumer behaviors. The document outlines various case studies where companies utilized Microsoft's cloud and data solutions to improve efficiency, customer engagement, and operational intelligence, exemplifying the integration of technology into business strategies. Key innovation drivers include cloud services, analytics, IoT, and the shift towards predictive maintenance and personalized customer experiences.
Unlocking innovation with customers
- 1. Unlocking Innovation with Customers Ajay Bhandari ([email protected]) Chief Architect Cross Domain Delivery Microsoft Enterprise Services
- 2. Intro Ajay Bhandari Chief Architect Microsoft Services, Global Delivery Scholars Home Programming Architecture Reading Thinker Maker Tinkerer Mountain Climbing [email protected] Current Microsoft (since 2005) Previous Grape City Education Masters of Computer Application Groups Data science, IoT, Connected Vehicles, Robotics https://www.linkedin.com/in/ajaybha/ Garhwal Himalayas Dehradun
- 3. OpportunityThreat The Digital Era has Arrived “….the majority of companies will not exist in a meaningful way 10 to 15 years from now.” 52% of companies in the Fortune 500 since 2000 are gone. $100 Trillion Opportunity for Society and Industry over next 10 years - World Economic Forum
- 4. Every company is a software company
- 5. Digital Era Value Digital Companies grow fast and disrupt further $25b $50b $75b $100b $200b $300b $400b $500b YEARSINBUSINESS
- 6. Digital Transformation is not hype; it is a foundational pillar of the next “Industrial Revolution”
- 7. Industrial Revolution 4.0 Steam, water, mechanical production equipment Division of labor, electricity, mass production Electronics, IT, automated production Blurring the physical and the digital divide 1784 1870 1969 2016
- 8. The 3 key drivers Number of transistors in a dense Integrated Circuit doubles every 2 years Value of (telecommunication) network is proportional to square of the number of connected users Number of computations per joule of energy dissipated is doubling every 18 months Blurring the physical and the digital divide Moore’s law Metclafe’s law Koomey’s law 2016
- 10. Affordable Transformative Technology Connecting Physical and Digital Financial Services Manufacturing Retail & CPG Healthcare Public Sector Media 3D Printers, $500 1% of 2007 Cost Smartphones Sensors .3% of 2007 Cost Solar Power .5% of 1984 Cost DNA Sequencing .01% of 2007 Cost Industrial Robots 3% of 2007 Cost Drones, $700 1% of 2007 cost Telecom Automotive Virtual Reality, $600 $600, 1% of 2007 cost
- 11. #NETFLIX The Most Feared Force In Hollywood? #5billionMovieStudio Transformation underway Streaming Recommendations Analytics $5b movie studio Home About TWEETS 16.4K FOLLOWING 687 FOLLOWERS 2.05M LIKES 6,477 LISTS 2 FOLLOW Tweets Tweets & replies Media Mail DVD Delivery
- 12. Transformation underway We just spent the day purchasing a car. Purchasing, financing, and before we know it, servicing our new car! Posted Apr 2014 Like Comment Share 3 likes 20 comments We just grabbed a Reach Now car subscription vehicle to the recital. It was just what we needed! Posted 2 hrs ago 25 likes 15 comments Manufacturing Leasing Financing Car Subscription Like Comment Share Load more comments 5 hrs Like 15 mins Like Yesterday Like 10 hrs Like Load more comments
- 13. Digital Transformation: The use of modern technology to radically improve performance, engagement, and reach of businesses. Digital Transformation
- 15. Amway Challenge • Better engage consumers – including millennials – and distributors with easy access to digital services Strategy • Created an experience center in Bengaluru • Combines physical products with virtual experiences • Target customers & generate demand Results • Improved customer retention by driving loyalty and advocacy • Increased wallet share and customer acquisition • Sales projected to triple in India over the next decade “These digital assets are going to create a new engagement experience and make us smarter about how we engage with our customers.” — Anshu Budhraja, CEO, Amway India
- 16. How do you gain insight into customers' habits and preferences, enabling actionable customer segmentation, more informed interactions, and new opportunities for targeted product offerings and cross-selling? Can you design for segments of one – mass personalization at scale? Will you create apps that provide relevant personalized and seamless experiences, regardless of how and when the customer interacts with the organization? What if you could address your digital customers differently from your traditional customers?
- 17. Global food company supported highly mobile workforce with cloud productivity tools Challenge • Deliver consistent, mobile-friendly communications and collaboration capabilities. • Transition to the new solution quickly. Strategy • Used Office 365 to roll out the solution to 14,000 users in less than 10 weeks. • Used side-by-side configuration to keep productivity. Results • Saved 23% in email costs and 38% in conferencing costs. • Enabled consistent work experiences and file access from anywhere on any device. • Ensured access to the latest productivity features. “Office 365 ProPlus is a flexible solution for accessing files and communicating with colleagues from anywhere.” — Leandro Balbinot, North America CIO, The Kraft Heinz Company
- 18. Do you recruit and retain digital-savvy employees that use information to positively impact individual, team, and company performance? How do you sense, collect, organize, maintain, and process data so that employees can lead innovation, make informed decisions, and design business processes? What if you could create seamless employee experiences for HR, procurement, and other internal interaction workflows? Can you change the way people work, so that the digital transformation advantages can be realized?
- 20. Solving global water challenges with Microsoft cloud technologies Challenge • Collect data from disparate water systems for deeper insight into consumption. • Deliver intelligence to field personnel managing systems Strategy • Implemented the Azure platform, Dynamics CRM, Power BI and Office 365 to provide a seamless solution for collecting, analyzing, and sharing information. Results • Information collected from 36,000 water systems in more than 100 countries, spread across five continents. • Actionable intelligence to benchmark performance and drive continuous improvement shared via the cloud. “What truly impressed me with our Microsoft collaboration was that it was not about selling us a product. It was about building something and addressing the world’s water challenge together.” — Christophe Beck, president, Nalco Water, an Ecolab company
- 21. Do you use data and software to improve risk and fraud management? Can you adjust pricing in real time? How do you enable near- instantaneous direct-to- consumer fulfillment by integrating consumer insights and trading partner data with marketing, finance and production information? What if you could use insights of end-to-end processes to develop continuous manufacturing suites with footprints less than half the size of conventional factories?
- 23. Rolls-Royce delivers advanced operational intelligence to airlines Challenge • Improve aircraft efficiency. • Increase aircraft availability. • Reduce engine maintenance costs for airlines. Strategy • Aggregated data from engines remotely with Azure IoT Suite. • Utilized Cortana Intelligence Suite to assess health and detect operational anomalies. Results • Retain asset value throughout an engine’s life cycle. • Reduce flight disruptions. • Potential cost savings of millions of dollars per year. ““The Microsoft Azure platform makes it a lot easier for us to deliver on our vision without getting stuck on the individual IT components. We can focus on our end solution rather than on managing the infrastructure.” — Richard Beasley, senior enterprise architect, Rolls-Royce
- 24. Would you like to use insights to create new marketplaces, broker deals, and advertise? What products would you sell if your company had the necessary capabilities? Can you sell insights, whether its raw information, analysis and insights, benchmarking data? What if you could use new insights to drive demand, create new service offerings improve customer satisfaction, drive lower cost models, improve the supply chain?
- 25. Technology enablers for innovation
- 26. UnlockingInnovationDrivers cloud services digital work and life experiences connected devices data, analytics & applied sciences
- 27. UnlockingInnovationDrivers productivity & Platform cloud services digital work and life experiences connected devices digital marketing social analytics supply chain smart servicing smart homes connected operations connected cars connected energy social sentiment smart stadiums customer retention health & injury prevention propensity to buy threat prediction consumption predictive maintenance data, analytics & applied sciences
- 28. UnlockingInnovationDrivers productivity & Platform cloud services digital work and life experiences connected devices data, analytics & applied sciences HoloLens Sensors Azure IoT Suite Azure Stream Analytics Application Insights Cortana SDK Delve/Office Graph APIs Microsoft Social Listening Power BI Azure Machine Learning Azure Data Lake Analytics Azure Data Factory
- 31. Manager Direct report Works with Shared with me Viewed by me Trending around me Presented to me Liked by me What is The Office Graph? Works with Modified by Jenny Gottfried Trending around Jenny Gottfried Modified by Jenny Gottfried Liked by Jim Geist Emailed to me Emailed to me Works with Modified by Modified by Alan Brewer Commented on Commented on Trending around Nancy Anderson
- 34. Cloud computing
- 39. The power of cloud
- 40. Innovation drivers Internet of Things
- 41. Internet of things You have things… Plant Floor Things Supply Chain Things Back Office Things that you get data from and store… Cloud Storage that you perform insights on… HDInsight Power BI that allows you to do… Predictive Maintenance Command and Control
- 42. IoT solutions composition Field Gateway Device Connectivity & Management Analytics & Operationalized Insights Presentation & Business Connectivity Devices RTOS,Linux,Windows,Android,iOS Protocol Adaptation Cold Path Analytics Azure HDInsight, AzureML Azure Data Lake, Data Lake Analytics Hot Path Analytics Azure Stream Analytics, Azure HDInsight Storm App Service, Websites Logic Apps, BizTalk Services, Notification Hubs Hot Path Business Logic Service Fabric & Actor Framework Cloud Gateway IoT Hub Field Gateway Protocol Adaptation Power BI IoT Solutions
- 43. Azure IoT Reference Architecture Business ConnectivityData Processing, Analytics and ManagementDevice Connectivity and Management Low power devices Existing IoT devices IoT Client Solution UX Provisioning API Device Registry Stream Processors Analytics & Machine Learning Business Integration Connectors and Gateway(s) Device State Store Gateway Storage Cloud Gateway App Backend IoT Client Personal mobile devices IP capable devices IoT Client Business systems Data Path Optional solution component Azure IoT solution component
- 44. Connected operations • Impact • From connected business systems to connected customers • Connecting devices enables new service models • Customer, product or services insights enable competitive differentiation • Proactive & predictive service delivery based on asset condition • Service organization as a growth & profit center Customer Overview ThyssenKrupp AG is a German multinational conglomerate corporation based in Duisburg and Essen, Germany. While ThyssenKrupp is one of the world's largest steel producers, the company also provides components and systems for the automotive industry, elevators, escalators, material trading and industrial services. Customer Problem ThyssenKrupp Elevator wants to go beyond the industry standard of preventative maintenance, to offer predictive and even preemptive maintenance, to guarantee a higher uptime percentage on 1,2M elevators worldwide. Solution Provides end-to-end capabilities starting with the data collection of the elevator BlueBox devices, analytics and modelling through Machine Learning algorithms and Power BI- based end user mobile applications and dashboards to achieve: • Standards-based integration with TKE’s backend ERP (Oracle and SAP) and MRO systems globally • Azure based Internet of Things solution gathering telemetry data from all connected elevators world wide • Predictive and Preemptive maintenance machine learning modelling • Enhanced field service operator productivity with mobile applications
- 45. Transforming service centric engagements Connectivity transforms engagements everywhere Focus shifts to customer outcomes and impact 1. Gather data from devices 2. Transform data into business information and insight 4. Enable inclusive global cross-functional collaboration 5. Take corrective action anytime, anywhere 3. Anticipate production disruption monitoring processes and assets remotely
- 46. Innovation drivers Data analytics and applied sciences
- 48. Learn and engage
- 49. Machine learning process model
- 51. Predictive analytics Recommenda- tion engines Advertising analysis Weather forecasting for business planning Social network analysis IT infrastructure and web app optimization Legal discovery and document archiving Pricing analysis Fraud detection Churn analysis Equipment monitoring Location-based tracking and services Personalized Insurance Predictive analytics should address the likelihood of something happening in the future, even if it is just an instant later…
- 52. Empower your employees Engage your customers Optimize your operations Transform your products Engage your customers Empower your employees Optimize your operations Transform your products Engaging across the four pillars • One platform fueling experiences across devices • Advanced analytics to understand customers, predict behavior, and personalize engagement • New, natural ways of interacting with customers across computing channels or “canvases” • Innovations across hardware, natural user interaction and intelligent agents • Protect your organization, data and people • Create a productive workplace to embrace diverse workstyles • Provide insights to drive faster, better decisions • Enable your people to get things done anywhere • Real-time operations enabled by connecting field equipment and other business assets • Adaptability to events with integrated CRM and operations workflows • Continuous learning and predictive analytics for intelligent service improvements • Improve operations and drive down costs by moving processes from analog to digital • Preconfigured solutions for core IoT scenarios that help uncover new business models and revenue streams • Cognitive understanding that makes apps “smarter,” such as facial and vision recognition, speech and language understanding, learning, and emotional perception • Intelligent agents to interact wherever users are communicating • Devices that allow you to visualize and interact with your company and customer data in new ways
- 53. Seeing AI https://www.youtube.com/watch?v=R2mC-NUAmMk Saqib is a core Microsoft developer living in London, who lost the use of his eyes at age 7. He found inspiration in computing and is helping build Seeing AI, a research project that helps people who are visually impaired or blind to better understand who and what is around them. The project is built using intelligence APIs from Microsoft Cognitive Services www.microsoft.com/cognitive