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—10 APRIL 2019 | VRX EUROPE - AMSTERDAM
The ABB Ability™ Customer Experience (ACE) Digital Delta
Tim Scanlon - Group Vice President Customer Experience & Innovation | Digital ABB
—Intro | Digital Experience Design & Innovation Team “Start-up” Leader
April 15, 2019 Slide 1 [email protected] www.TimScanlon.Design @TimScanlon_
▪ Group Vice President, Customer Experience (CX) & Innovation. ABB Global Headquarters, Zurich CH. CDO Team
▪ Designed, Launched and Leads worldwide digital innovation CX program helping customers unlock new business value through
discovery and co-creation of digitalization solutions. Pillar of ABB’s CDO Digital Transformation strategy.
▪ Start-up and managed internal & external “design-led” consulting teams at these businesses throughout professional career.
—
New ABB
ACE Challenge & Response
Customer Co-creation
Customer Experience Informed Portfolio
April 15, 2019 Slide 2
Topics
The New ABB – Focusing in Digital Industries
—
April 15, 2019 Slide 4
ABB - Writing the future of industries in a changing world
—
April 15, 2019 Slide 5
The New ABB | After Power Grids Divesture to Hitachi
—The ABB Ability™ Customer Experience (ACE) Challenge & Response
—Challenge
April 15, 2019 Slide 7
Accelerate Digitalization for ABB’s Customers. Fuel ABB transformation.
Design, staff, and launch modular CX & Innovation program for a 135 year old company with 4 divisions, 22 business units and 147,000 employees worldwide.
Replicate and Scale globally.
—ACE is key to accelerate ABB’s digital transformation
April 15, 2019 Slide 8
Change the conversationwith customers
– Business value-led engagement formats
AccelerateGrowth with ABB Ability™
– ABB Ability™ Solutions mapped to entire customer value chain
Catalyze ABBAbility™ awareness
– C-level customers engaged
—ABB Ability™ Customer Experience (ACE) is
April 15, 2019 Slide 9
Tools
People
Space
Customer Journey
—
Tools
People
Space
Customer Journey
ABB Ability™ Customer Experience (ACE) is
15.04.2019 Slide 10
Co-creation optimized to help customers drive Digital Innovation for their business.
Unlock value for our customers.
—
Tools
People
Space
Customer Journey
ABB Ability™ Customer Experience (ACE) is
15.04.2019 Slide 11
World-class ABB Subject Matter Experts sharing their deep domain know-how.
Unlock value for our customers.
—
Tools
People
Space
Customer Journey
ABB Ability™ Customer Experience (ACE) is
15.04.2019 Slide 12
Persona-driven tailored experience delivery at every customer touchpoint.
Unlock value for our customers.
—
Tools
People
Space
Customer Journey
ABB Ability™ Customer Experience (ACE) is
15.04.2019 Slide 13
Physical and digital space designed to join co-creation & digital transformation.
Unlock value for our customers.
—ACE Space Programming
15.04.2019 Slide 14 Space
—Customer Co-creation & Mixed Reality
—VR ACE Concept Prototype Immersive Testing with Customers & Execs
15.04.2019 Slide 16 Space
—Industry Segment Value Chains and Solutions
April 15, 2019 Slide 18
—
15.04.2019 Slide 19
Co-creation Labs
—What are Customers Saying?
“The event was very well organized”
“Great workshop and a good initiative for customers.”“The whole process that we went through as both ___ and ABB was well done.””It gave a lot of structure to the plans we have and how we would implement them.”
“It was good session for whole day. Thanks to ABB Team.”“The workshop session on discussion is innovative and very good interaction took place.”
“Very well conducted & with an open mind”“Well organized workshop with definite outcome of the action item.”
“Looking forward to having a strategic relationship between companies”“It was a very fruitful workshop with very useful outcome”“Very useful meeting”
“Absolutely awesome experience. Filled with self-learning” “Admired the methodology adopted”“Fantastic!”
“Very good and innovative way of bringing out the best 4 challenges.”
"This was the best supplier meeting I ever had"
—Digitalization of Customer Experience
Remotely Collaborating to Design Control Rooms
April 15, 2019 Slide 22
Visualizing Mining Solution
April 15, 2019 Slide 23
Remote Service
April 15, 2019 Slide 24
Robots in Automotive
April 15, 2019 Slide 25