The Network Experience Company Stuart Henshall April 2002

Emerging Issues for the Experience Organization The CUSTOMER IS IN CHARGE Participating in Networks and Communities that learn faster Adaptive Capability comes from weak signals………… people, partners, employees, customers, investors Trust & Reputation is Integral (Readiness to Improve, Grow, Change)

Community Experience Connectivity Sense n’Respond Push ‘n Observe Make ‘n Sell Prototype Innovate Learn Renewal Reputation Relationships Network Capital

Framework to deal with intangibles in the network. Marketplaces Empowerment

From Make n’Sell Chains to Sense n’ Respond Networks Collaborative Marketspaces redefine product and service efforts in experience networks. Successful organizations adopt one of these strategies. Customers Product Operational Relationships Experiences Connectivity Emerging Market Leaders

New Marketspaces fueling tomorrows’ - Collaborative Networks: Relationships: beyond customer satisfaction 12 rules? trust - privacy - quality, learning feedback, exchange, Linux? Kazaa / Morpheus Experiences - Relationships beyond product leadership online - whom am I - to whom are we - Amazon / Tesco / Customatix Connectivity beyond operational excellence globally, instantly - realtime, invisibly, freely - netification eBay, Cisco, Paypal? Organizations Customers

Network Capital is wired into the organization Renewal Innovation Prototyping Relationship Reputation Values Customer Capital Structural Capital Human Capital Network Capital

Network Learning How do you use your learning assets? Show-n-Tell Make-n-Sell Sense-n-Respond Will your learning assets scale? NoYes Where are your learning assets focused DepthBreadth Add in Push n Observe!!!

Participation Peer Impact and Reviews Physical / Virtual Workspaces Critical Projects Performance --- Training Employee Created Artifacts / Enhancement (Training Community? / Mentoring)

Emerging Functionalities applied to training. Messenger Notations (virtual sticky’s) Real Player Integration Library Function

Reputation See the Reputation Institute

New Connections Assessment Tools Processes Performance Measurement Feedback Loops Participation Storytelling / Scenarios Learning Journeys Learnspace Virtual Teams Alumni / Peer Mentors

What kind of innovation culture are you? Test ideas to confirm assumptions An end product of thought Are driven by iterations and outcomes Are department driven Top mgmt approves prototype creation Challenge our assumptions and raise more questions Partners in our thinking process Driven by deadlines and cycles Is participatory Top mgmt is an ongoing participant Spec-driven prototypesPrototype-driven specs

Plentiful information; New e-xperience Strategies Look to other scarcities that help to develop the value of their products and sustain their position.  Focus on design. Add tactile and personal touches  Generally the trend to transparency will make products and services delivery more functional, descriptive, factual, guaranteed, purpose driven.  Focus on integration, interconnectedness, and longevity or upgradablilty.  Re-evaluate your media position and communication mix.  Recognize your developers and personalize their contributions. Train For...  Focus on design. Add tactile and personal touches  Generally the trend to transparency will make products and services delivery more functional, descriptive, factual, guaranteed, purpose driven.  Focus on integration, interconnectedness, and longevity or upgradablilty.  Re-evaluate your media position and communication mix.  Recognize your developers and personalize their contributions.