1. stuart@henshall.com The Network Experience Company Stuart Henshall April 2002

2. stuart@henshall.com 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)

3. stuart@henshall.com Community Experience Connectivity Sense n’Respond Push ‘n Observe Make ‘n Sell Prototype Innovate Learn Renewal Reputation Relationships Network Capital

4. stuart@henshall.com Framework to deal with intangibles in the network. Marketplaces Empowerment

5. stuart@henshall.com 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

6. stuart@henshall.com 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

7. stuart@henshall.com Network Capital is wired into the organization Renewal Innovation Prototyping Relationship Reputation Values Customer Capital Structural Capital Human Capital Network Capital

8. stuart@henshall.com 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!!!

9. stuart@henshall.com Participation Peer Impact and Reviews Physical / Virtual Workspaces Critical Projects Performance --- Training Employee Created Artifacts / Enhancement (Training Community? / Mentoring)

10. stuart@henshall.com Emerging Functionalities applied to training. Messenger Notations (virtual sticky’s) Real Player Integration Library Function

11. stuart@henshall.com Reputation See the Reputation Institute

12. stuart@henshall.com New Connections Assessment Tools Processes Performance Measurement Feedback Loops Participation Storytelling / Scenarios Learning Journeys Learnspace Virtual Teams Alumni / Peer Mentors

13. stuart@henshall.com 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

14. stuart@henshall.com 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.