Consumer-Focused R&D and Innovation in the Wake of Economic Downturn

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10th Edition

Consumer-Focused R&D and Innovation in the Wake of Economic Downturn

26 - 27 November 2020

Live Streaming and On-Demand

What is the biggest challenge of driving digital service delivery innovation?

In the context of enterprise innovation, the reality is that we are confronted with ample legacy environments aimed at engaging with customers and partners. This ranges from amongst others call center/routing technologies, to portals to service case applications. The biggest challenge in this context, is to align all stakeholders that are acting to improve our customer engagement (IT, Customer Experience, Digital Marketing, etc.) and have them working concertedly taking the customer’s reality (service organization, processes, tooling, etc.) as leading input for requirements, rather than create individual program requirements with uncalibrated KPIs and targets. This calls for a collaborative approach where the internal organization who is undergoing this transition allows for ‘digital service delivery ventures’ to temporarily co-exist who define and test together with leading customers and bring the functional requirements back to the larger enterprise programs. In service innovation we are ‘all in it together’: meaning that understanding our customer’s delivery processes is as important as understanding our own, and where everyone has an equal share in delivering quality services: from service staff at the customer, to our own service staff to the AI-enabled parts of the services experience that are supported by self-help and automation.

How do you define innovation execution resiliency and how can it be achieved?

This means that you have the elasticity to rise above any external disruption during the execution of your project or program. This can be achieved by focusing on creating a winning cross-functional team that has peers focused on ‘enablement’, as well as peers that focus onto ‘execution’. Overall, the team needs to feel in their bones that the mission they have on-boarded will be realized: it’s not a matter of ‘if’, more a matter of ‘when’. For the ‘enablement’ part of the team it’s critical to have a cross-functional set-up, ideally a composition of experienced and young-eager-to-learn members. With the enablers, ideally they can ‘find each other in the dark’, meaning they work seamlessly to develop the deliverables of the program and typically are aware of each of the team’s individual quality standards; ideally they have already witnessed an internal team crisis, which bolsters themselves for the crises bestowed upon them externally. The ‘execution’ side of the team are hand-picked and selected peers who are willing to deploy what the team has developed in their context (Market, customer base, business proposition, etc.). Here, the ‘coallition of the willing’ is critical: don’t pick any ‘executioners’ who do not understand your mission, or provide lip-service to you when confronted with external crises (e.g. Covid-19, or budget restrictions, etc.). Collaborate with those peers that want to act as your lighthouse of Innovation.

What is the future of digital service delivery innovation? What will be the groundbreaking developments in the next 5 years?

Particularly the inclusion of virtual assistance to peers in the service delivery process and further automation of self-help capabilities will have impact. Moreover, understanding how to introduce these capabilities on a global scale whilst satisfying local privacy requirements and convert these in a ‘companionship’ human dialogue, rather than a ‘red-taping’ monologue will be imperative to enable adoption and perceived improved customer experience.

What is the greatest lesson companies have learned during the C19 in terms of innovation?

Communicate. Connect. Communicate. Which is an enduring lesson for all companies. It is vital to communicate how C19 impacts ongoing Innovation initiatives, what is expected from everyone to make a positive contribution, what decisions are made to surface to the ‘New Normal’ whilst staying close to understanding your business and to the course set-out. To stop communicating and be reactive to developments is no option. Moreover, C19 has learned us to embrace digital communication tools more broadly, but also learned what their limitations are. We still have an exciting learning journey ahead for ourselves to find our new balance in digital vs. physical presence and communication.

What would you like to achieve by attending the 10th Edition Consumer-Focused R&D and Innovation in the Wake of Economic Downturn Conference?

More than anything, I look forward to meeting all the peer delegates – interact during the sessions and simply share a drink afterwards exchanging inspiration and insights: safely and in good health.

An interview with:

Mike Schavemaker, Innovation Transformation Lead
Philips, Netherlands

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This marcus evans event will explore how to deliver the value you promised with the right PPM strategy, performance tracking and resource allocation. Our unique cross-industry event will discuss the future of PPM and how innovation and disruption will impact project management. We will explore practical points that are rarely raised such as performance measurement approaches in portfolio management, how to do portfolio value assessments to arrive at the right prioritization, how to manage capacities and do smart resource allocation, and how to setup project portfolio management in the first place. We will discuss the value of PMO, and how to bring in agile where appropriate. By joining our conference, you will learn from and brainstorm with your peers, and move your thinking and practice of PPM forward.

Your safety is our top priority.

Can’t physically attend this conference?

Don’t worry we have you covered! If your ability to travel is restricted we know your appetite for key business insights remains so our Live+ digital platform enables you to fully participate in the event remotely. Of course it provides access to live online streams of all session, but much more than that, it ensures you are able to engage with speakers directly allowing you to participate in Q&A, relevant breakout groups as well as event polling and other insights and resources delivered during the event. We realise interacting with other delegates is key to your event experience, so our innovate online solution allows you to set up online meetings with other virtual and physical attendees throughout the event; ensuring you still walk away with those key contacts that can make a tangible difference to you and your business. The platform will continue to host all event content on-demand for you to re-visit and continue to access for up to 6 months post event.

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About the conference

We would be delighted to provide you with more information on the conference agenda. Please fill in your details below and we will be in touch.

Mike is Transformation lead for Royal Philips and Senior Innovation Consultant in the areas of Innovation, Digitization and AI

In his role of Innovation Transformation lead, Mike has a.o.created and driven the cross-company approach for Innovation capabilities in support of Royal Philips’ ambition in becoming a bespoke Healthcare leader. This involves a.o.New Product Development, Open Innovation and lead the overall integration Philips HealthTech’s core Innovation end-to-end processes, key practices and ways-of-working in support of our business models, digital – and key markets ambition. In short: creating the novel innovation engine for and across Royal Philips.

His current focus is to ensure unlocking the potential of AI-enabled innovation: linking integral solutions with data & insight driven Innovation a.o. in the areas of digital services delivery, access-to-care and connected care use-cases.

He drives and supports both within Philips as well as with external companies to identify new areas of growth, supports decision-making processes in the front end of innovation and facilitates in creating innovation roadmaps. He particularly has specialized in Artificial Intelligence and Open Innovation and has a track-record in mobilizing and engaging crowds for breakthrough innovation purposes or breakthrough organizational change.

Mike holds an MSc in Innovation and Technology from Erasmus University Rotterdam and Nanyang MBA, Singapore and an Executive Master of Business Innovation at the TiasNimbas Business School. Furthermore, he coaches a number of high-tech startups in the field of market development& execution.

To view the Conference Agenda, click HERE!

For all enquiries regarding speaking, sponsoring and attending this conference contact:

Yiota Andreou
Email: Yiotaa@marcusevanscy.com
Telephone: +357 22849 404
Fax: +357 22 849 394