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Annick Vandezande

With more than 15-years of experience in the big 4 consultancy firms and as a former Director of Technology Consulting, Annick has a true passion for bridging business and IT. Her in-depth knowledge of IT strategy, roadmap design and creative pragmatism are a perfect match to detect our clients’ challenges and transform them into actionable “Day-after-tomorrow”-plans. Annick is a motivating business speaker. She has energized many workshops, roundtables, boardroom sessions and corporate events with eye-opening presentations and workshops about Customer Centricity, Customer Engagement, Customer Service and other technology-related business subjects.

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What Innovation Wants

In her keynote "What innovation wants", Annick helps organizations grasp how ‘The New Normal’ – in which `digital’ has become the new normal – has transformed our work environment into a dense network.

We are living in a digital world. Digital is the new normal. That has changed the world of business, customer needs and it has happened faster than anyone can imagine. All industries are being hit directly or indirectly. The digital world has changed our behaviour. People live in a connected world that is no longer linear, but VUCA. So to survive it all comes down to being fast, agile and focused on the future. Day After Tomorrow oriented.

Can companies really, really re-invent themselves? What can we learn from Silicon Valley, the ground zero of innovation and disruptive thinking.

Moonshot thinking, 10x rule are driving factors for disruption and applied in disciplines like: IOT, machine learning, virtual reality and robotics. (with examples of your particular industry)

So what makes a corporate environment so different from a start-up? The rules between the plantation and the forest are different. Start-ups fail forward, pay it forward, they share, they are a network and embrace failure. They learn fast.
So what should you do? Develop a new business model with the customer in the centre. Sell CEX, not products and services. Facilitate individual customer journeys by providing many touchpoints and engage customers with digital processes, self-service and easy to deal with interfaces and use people to engage: to bring passion, creativity and empathy. Tell a story, wow your customers with amazing experiences so they become engaged and function as your extra-sales and marketing department.

Break rules and conventions, they may no longer be valid in this new world. Reduce customer friction. Pimp customer experience. Leverage the network. And remember that customers will not remember what you said or did, but how you made them feel.

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