Innovation is Dead, Long Live the Customer
New research by Russell Reynolds Associates looks specifically at the touch points where individuals meet organisations. It uncovers the drivers, universal business issues and resulting talent needs that organisations face in order to understand and succeed in this brave new world.
The first decade of the 21st century was dominated by connectivity and device innovation. In our connected world, it's already possible to know who we are, where we are, who we're with, who we know, what's around, what we like – and what we'll probably do next
As mobile becomes synonymous with identity, the future will be about application of technology and context– creating new customer experiences, breaking down barriers and transforming business models.
A new form of leadership is needed to keep pace. The leadership model needed through this era of disruption is based around understanding customers intimately, exploiting the opportunities of digital, partnering adventurously, taking risks and coping with chaos.
About the #MobileGameChangers Class of 2014
Mary Chan, President, Global Connected Consumer, General Motors
Mary Chan joined General Motors (GM) in 2012 as President, Global Connected Consumer. In this newly created role, she has created an organization tasked with redefining a customer’s relationship with their vehicle, under the premise that people want to be as connected in the car as they are elsewhere in their lives. Connected by OnStar, this automaker is redefining infotainment and the in-vehicle experience, while serving customers across the globe.
For more information visit: http://www.gm.com/
Andrew Fisher, Executive Chairman, Shazam
Since joining Shazam in 2005, Andrew has created a new business model bravely moving from paid to free, and, with promising beginnings in the music segment, has evolved the thinking to broader media, TV and the like. The sector has faced huge disruption, but, regardless, Andrew has transformed a West Coast start up into a global platform. Andrew has proven the speed at which models can and need to change.
For more information visit: http://www.shazam.com/
Michael Joseph, Director of Mobile Money, Vodafone
Michael is in many ways the father of mobile payments. Under his leadership M-Pesa became THE global success story in mobile payments. In the process, Michael has made fundamental improvements to the quality of life and provided vital services to millions of Africans, proving mobile can change lives.
For more information visit: http://www.vodafone.co.uk/
Iris Lapinski, CEO, CDI Apps for Good
Iris is empowering a global generation of problem solvers and digital makers. Partnering with schools and industry, Apps for Good teaches young people how to code, design and take to market technology products that change the world. From a modest start in 2010 with two centres and 50 students, Apps for Good now works with over 210 schools delivering courses to 17,000 students aged 10 to 18.
For more information visit: http://www.appsforgood.org/
John Legere, CEO, T-Mobile US
Since taking on the CEO role at T-Mobile last year he has shaken up the US market. While mobile industry commentators spend time talking about the exciting developments in emerging markets and new mobile start-ups, John is proving that it is possible to drive radical change in a mature market. The market is now following his lead with operators in the US fighting it out to prove they are listening to their customers.
For more information visit: http://www.t-mobile.com/
Glenn Lurie, President – Emerging Enterprises and Partnerships, AT&T
Glenn is proving the value of connectivity with AT&T’s new Digital Home proposition. As an AT&T customer through your mobile device it will be possible to turn on your lights, check on your pets or look after an elderly relative. His team are not new to taking risks with different propositions; in 2007 AT&T connected Kindle devices to its mobile network for the first time.
For more information visit: http://www.att.com/
Martin Ott, Managing Director, Northern Europe, Facebook
In a time where there was so much hype about Facebook and then questions around whether it could figure out how to monetise mobile, the short answer has been a resounding ‘yes’. Martin has illustrated the ability to influence brands to shift their spending to mobile brand building.
For more information visit: http://www.facebook.com/
William Plummer, Vice President of External Affairs, Huawei
A 17 year mobile industry veteran with 12 years at one-time industry-leader Nokia, William is now working with global technology powerhouse Huawei Technologies, managing some of the most intense political challenges created by an industry that combines a global customer marketplace, complex local regulations and government level politics. The rules of the game are still emerging, the stakes are high.
For more information visit: http://www.huawei.com/en/
David Sear, CEO, Weve
Just over a year old, Weve is creating significant change and disruption in m-commence. The company is a joint venture between the three largest mobile network operators in the UK and is a focal point for a new set of ideas and services in mobile marketing and display, payments and loyalty. Weve has taken these services and its shareholders’ customers to develop a unified marketing service combined with a payments and loyalty service which will be available to businesses in the UK with single points of contact and technical integration. The model is underpinned with some of the most intelligent data analytics available in the UK.
For more information visit: http://weve.com/
Kahina Van Dyke, Group Head of Global Initiatives, MasterCard
Kahina is responsible for global strategic initiatives within MasterCard, including those that expand commerce to include billions of new consumers, hundreds of millions of new micro merchants and ensure digital conversion of traditional financial services. MasterCard is a leader in constructing the new commerce and payment eco-system that spans innovative payment platforms, issuance of national identity cards in emerging markets and delivering robust mobile-based financial products and services in market. The customer interaction through mobile will increasingly require minds like Kahina’s to design and launch solutions that create a fully inclusive digital payments and commerce platform.
For more information visit: http://www.mastercard.com/us/company/en/index.html
#MobileGameChangers Event Photos
Glenn Lurie from AT&T and Omar Tellez from Moovit with RRA's Nada Usina at #MobileGameChangers MWC14 2014
Warwick Bray Telstra & Maximo Ibarra Wind chat with David Mills & Tristan Jervis from RRA
RRA's James Roome with #MobileGameChangers Glenn Lurie & Will Plummer
Ketrina Dunagan and Vince Hudson from Samsung with RRA's Nada Usina & Travis Parsons
Nils Rix ALU CTO EMEA chats with RRA's Tristan Jervis at the Russell Reynolds Barcelona MWC14 event