What Service Innovation Means to Me. George Miller, Client Industry Executive, Global Partner Group, BT Global Services June 14 th 2010, Manchester . What Service Innovation means to me. …the greatest opportunity to improve our world/ our quality of life everywhere
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George Miller, Client Industry Executive, Global Partner Group, BT Global Services
June 14th 2010, Manchester
…Let’s learn from some of the greatest entrepreneurs & leaders of our generation
“There is no fate…the future is what we make”TERMINATOR 2
Future we create
Future based migration path
Future we accept
Future we are exposed to
Whatever you can do, or dream you can, begin it. Boldness has genius and power and magic in it.
SEE what everyone else has seen
THINK what no-one else has thought
DO what no-one else has dared
Innovatingyour business model
SOURCE: PA CONSULTING
Building and managing an innovation pipeline
What new growth opportunities or alternative business models might exist that we (others) are not taking advantage of today?
Moore’s Law: “The number of transistors on a chip will double about every two years”.
Gilder’s Law: “The value of a telecommunications network is propositional to the square of the number of connected users of the system (n2)”.
Metcalfe’s Law: “The total bandwidth of communication systems triples every twelve months”.
$1million in $100 bills
$1billion in $100 bills
$1trillion in $100 bills
Biggest UK energy impact since North Sea Gas in ‘70s
Source: Politico, The Web, 2008’s winning ticket
Vince Cerf VP & Chief internet evangelist Google
Designed TCP/ IP protocols & basic architecture of the internet
…and not forgetting Andy Grove, CEO from 1987 - 1997
Year 1: "Tick“
New silicon process technology (transistor density/ performance/ energy efficiency).
Year 2: "Tock“
Entirely new processor micro-architecture…optimize value of new transistors/ tech.
“We seek to be Earth’s most customer-centric company for three primary customer sets: consumer customers, seller customers and developer customers”
2010: 360 of Amazon’s 452 goals will have a direct impact on customer experience.
• The word revenue is used eight times and free cash flow is used only four times.
• In the 452 goals, the terms net income, gross profit or margin, and operating profit are not used once.
…but in practice they have rigorous financial goals behind all these
A huge untapped market…established competitor Friendster targeted at twentysomethings & fading; MySpace < 5% penetration in 2005
Experience designed by students…for students
Privacy… “walled” social networks
Economics…attractive initial segment…elevated perceived status
“Sticky” Features…organisation by classes; “the poke”; groups; directory; simplicity; “lightning fast”
Founders: Reid Hoffman, Allen Blue, Jean-Luc Vaillant, Eric Ly, and Konstantin Guericke.
New/ improved ICT enabled service business models
Smart Systems (e.g. Smart Energy)