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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 ▪
Group Vice President, Customer Experience (CX) & Innovation. ABB Global Headquarters, Zurich CH. CDO Team
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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.
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Start-up and managed internal & external “design-led” consulting teams at these businesses throughout professional career.
April 15, 2019
Slide 1
Tim@TimScanlon.Design
www.TimScanlon.Design
@TimScanlon_
— Topics New ABB ACE Challenge & Response Customer Co-creation Customer Experience Informed Portfolio
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Slide 2
The New ABB – Focusing in Digital Industries
— ABB - Writing the future of industries in a changing world
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Slide 4
— The New ABB | After Power Grids Divesture to Hitachi
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Slide 5
— The ABB Ability™ Customer Experience (ACE) Challenge & Response
— Challenge
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.
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Slide 7
— ACE is key to accelerate ABB’s digital transformation
Change the conversation with customers
Accelerate Growth with ABB Ability™
Catalyze ABB Ability™ awareness
– Business value-led engagement formats
– ABB Ability™ Solutions mapped to entire customer value chain
– C-level customers engaged
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Slide 8
— ABB Ability™ Customer Experience (ACE) is
Tools People
Space
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Slide 9
Customer Journey
— ABB Ability™ Customer Experience (ACE) is Co-creation optimized to help customers drive Digital Innovation for their business. Unlock value for our customers.
Tools People
Space
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Slide 10
Customer Journey
— ABB Ability™ Customer Experience (ACE) is World-class ABB Subject Matter Experts sharing their deep domain know-how. Unlock value for our customers.
Tools People
Space
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Slide 11
Customer Journey
— ABB Ability™ Customer Experience (ACE) is Persona-driven tailored experience delivery at every customer touchpoint. Unlock value for our customers.
Tools People
Space
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Slide 12
Customer Journey
— ABB Ability™ Customer Experience (ACE) is Physical and digital space designed to join co-creation & digital transformation. Unlock value for our customers.
Tools People
Space
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Slide 13
Customer Journey
— ACE Space Programming
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Slide 14
Space
— Customer Co-creation & Mixed Reality
— VR ACE Concept Prototype Immersive Testing with Customers & Execs
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Slide 16
Space
— Industry Segment Value Chains and Solutions
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Slide 18
— Co-creation Labs
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Slide 19
— What are Customers Saying? "This was the best supplier meeting I ever had" “Looking forward to having a strategic relationship between companies” “It was a very fruitful workshop with very useful outcome” “Very useful meeting”
“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.”
“The event was very well organized” “Absolutely awesome experience. Filled with self-learning” “Admired the methodology adopted” “Fantastic!”
“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 good and innovative way of bringing out the best 4 challenges.”
“Very well conducted & with an open mind” “Well organized workshop with definite outcome of the action item.”
— Digitalization of Customer Experience
Remotely Collaborating to Design Control Rooms
April 15, 2019
Slide 22
Visualizing Mining Solution
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Slide 23
Remote Service
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Slide 24
Robots in Automotive
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Slide 25