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19 JUNE 2019 | IOT & INDUSTRY 4.0 CONFERENCE – MECHELEN BELGIUM
Customer Co-Creation Unlocks Industry 4.0 Value | Digital Delta Tim Scanlon - Group Vice President Customer Experience & Innovation
Could be used for intro or just included in handout
— Intro | Digital Experience Design & Innovation Practice “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.
August 8, 2019
Slide 1
Tim@TimScanlon.Design
www.TimScanlon.Design
@TimScanlon_
— Topics New ABB Digitalization Challenge & Response Customer Co-creation & Immersive Industry 4.0 Experience Customer Value
August 8, 2019
Slide 2
The New ABB | Focusing on Digital Industries
— The New ABB | After Power Grids Divesture to Hitachi
August 8, 2019
Slide 4
— ABB | Writing the future of industries in a changing world
Approximately 70M ABB Assets + 70K Control Systems Installed Worldwide + Deep Subject Matter Expertise August 8, 2019
Slide 5
— Connect & “Wake-up” Customer Assets to Unlock Value Leverage components of the platform
Ability Cloud / On-premises
Ability Edge
ABB Ability™ solutions Ingestion
Slide 6
Storage(s)
Data Access APIs
…
Ability Edge extends Ability Cloud to the plant
Ability Enabled Device enables connectivity with Ability Cloud
Ability-enabled Devices
August 8, 2019
Processing
Connected Factory
Connected System
Connected Devices
— Challenge & Response | ABB Ability™ Customer Experience (ACE) Program
— 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.
August 8, 2019
Slide 8
— 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
August 8, 2019
Slide 9
— Customer Co-creation & Immersive Industry 4.0 Experience
— ABB Ability™ Customer Experience (ACE) is
Tools People
Space
August 8, 2019
Slide 11
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
08.08.2019
Slide 12
Customer Journey
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Proven methods tailored to address our customers business needs Design Thinking
Agile
+
Lean Start-up
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ABB Ability ™ Digital Innovation Kit
= x Business Value Drivers x Technology Disruptors
x Industry Segments August 8, 2019
Slide 13
— ACE Digital Expert Co-creation Labs Business Value Drivers ▪ Quality ▪ Safety Tech Disruptors ▪ AI ▪ Blockchain
Solution Concepts Created ▪ x
08.08.2019
Slide 14
Customer Participants
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Enabling customers to experience disruptive technologies in new ways
Virtual/augmented reality
Inexpensive computing
Software-defined machines
Cloud computing
Machine learning
Time-sensitive networking
Big data
Cybersecurity
Connectivity
Blockchain
— Re-imagining Customer Co-Creation Experience X Business Value Drivers X Tech Disruptors 210 ABB Ability Solutions™
08.08.2019
Slide 16
— ABB Ability™ Solution Co-Creation AR Experience
08.08.2019
Slide 17
— Enabling Customers to Envision Digital impact on their Entire Value-chain
Industry & Applications ▪ x Customer Segments ▪ x Value Chains with Industry 4.0 Solutions Mapped
08.08.2019
Slide 18
Space
—
08.08.2019
Slide 19
Space
— ABB Ability™ Customer Experience (ACE) is Persona-driven tailored experience delivery at every customer touchpoint. Unlock value for our customers.
Tools People
Space
08.08.2019
Slide 20
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
08.08.2019
Slide 21
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
08.08.2019
Slide 22
Customer Journey
— ACE Space Programming
08.08.2019
Slide 23
Space
— VR ACE Concept prototype for immersive testing with customers & execs
08.08.2019
Slide 24
Space
Immersive Experiences Build Understanding of Industry 4.0 Potential
August 8, 2019
Slide 25
— Digital Delta & Co-creation Labs @ ACW & HMI | Customer Insight Capture ABB Customer World Houston
Hannover Messe
x
x x x x x
ACE “Digital Delta” Immersive Experiences - Business Value Drivers - ACE Solution App - Tech Disruptors - Industry Value Chains
x 08.08.2019
Full Day Customer Digital Experts Engagements
Slide 26
Customer engagements (2 hours each) Customers are repeat ACE engagements Countries represented: UAE, China, India, USA, Germany, France, Austria.
Industries: eMobility, Pharma, Oil & Gas, Railway, Metals, F&B, Machinery ACE “Digital Delta” Immersive Experiences
— Customer Value
ACE Analytics Generates Valuable Customer Insights Accelerating Decision-making Customer Segments
Value Drivers
Ability Solution Type
x% x% x% x% x% x% x% x% x%
x% x% x% x% x% x% x% x%
x% x% x% x% x% x% x% x% x% x% x%
Buildings Power Grids Manufacturing Food & Beverage Pulp & Paper Pharma Automotive Oil, Gas & Chemicals Mining, Metals & Cement
August 8, 2019
Slide 28
Productivity Availability Time-To-Market OpEx Quality CapEx Safety Security
Collaborative operations Performance Optimization Energy Optimization Predictive Maintenance Condition Monitoring Data Analytics Data collection Cyber security Simulation/V. Commissioning Virtual Training Remote assistance
— What are Customers Saying about ACE?
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“Absolutely awesome experience. Filled with self-learning” “Admired the methodology adopted”
“Fantastic!”
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“First time experience = great!” “The concept worked very good.”
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“Looking forward to having a strategic relationship between companies”
“It was a very fruitful workshop with very useful outcome”
“It was good session for whole day. Thanks to ABB Team” “The workshop session is innovative and very good interaction took place”
August 8, 2019
Slide 29
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"This was the best supplier meeting I ever had"
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”It gave a lot of structure to the plans we have and how we would implement them”
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“Good method to find solutions for complex tasks / problems” “Very interesting approach to a problem working in an open and creative solutions + communication”
“Great setting, world class facilitator” “Good Flow”
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“The whole process that we went through as both Anixter and ABB was well done”
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“Very well conducted & with an open mind”
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“Well organized workshop with definite outcome of the action item”
“Rose bud & Thorn method is very good.”
“Very good and innovative way of bringing out the best 4 challenges”
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“The co-creation workshop was very efficient and highly beneficial.”
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“Three weeks of work condensed into two hours!”
Video
14 Months After Launch…