When you hear “digital” most people start to think about Google, Facebook or other technology companies. But now transforming into a digital company is the strategic objective for many companies across multiple sectors. We see digitisation as the driving strategy for many global business; GE’s strategy is to become the first digital industrial company and is moving its headquarters to Boston to be closer to MIT (Massachusetts Institute of Technology). Deutsche Bank wants to transform into a digital bank, and Sephora is digitising the world of beauty. The transformation is not just how these companies manage clients and deliver services through the web and smart phone apps, but back office processes, enhancing organisational agility, speeding up supply chains and recreating whole service offerings to make life easier or better for clients.
2. Cushman & Wakefield | Digital Disruption
Digital Disruption and the Workplace
3. Cushman & Wakefield | Digital Disruption
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4. Cushman & Wakefield | Digital Disruption
05 Q&A
04 eBay and Paypal Case Study
Derrick Bock
03 Digital Workplace
Saptarshi Routh
02
Characteristics of Digital Business in London
Juliette Morgan and Rory Young
01 Drivers for Digital Disruption and the impact
of the Digital Workplace Neil McLocklin
Digital Disruption & The Workplace
5. Cushman & Wakefield | Digital Disruption
Digital Disruption
Is changing the rules for competition
Which sector is
forecast to be
MOST
IMPACTED
by Digital
transformation?
BANKING
TECH
LIFE
SCIENCE
MANUFACTURING
6. Neil McLocklin
Strategic Consulting, EMEA,
Global Occupier Service,
Cushman & Wakefield
Drivers for Digital
Disruption and the impact
of the Digital Workplace
7. Cushman & Wakefield | Digital Disruption
Let’s start at the beginning
Survival of the fittest – driven corporate culture
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Not the strongest – but most adaptable to change
“It is not the strongest of
species that survives, not the
most intelligent that
survives. It is the one that is
most adaptable to change.”
Charles Darwin
9. Cushman & Wakefield | Digital Disruption
“It is the long history of humankind (and animal kind, too) those who
learned to collaborate and improvise most effectively have prevailed.”
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A key foundation to Digital is ‘openness’ and sharing
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Radical openness
The four core principles of radically open organisations
These principles have the potential to
transform the way work is performed
within the organisation and the design
and use of the workplace.
THEY ARE THE FOUNDATION OF A
DIGITAL BUSINESS
TRANSPARENCY
COLLABORATION
INTER-
CONNECTED
SHARING
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Client co-creation and collaboration
Providing co-working spaces
KPMG 20 Grosvenor Street, 40,000 sq ft
RBS Edinburgh, for
growth businesses SAP Palo Alto, HanaHaus
BNP Paribas Brussels, supporting startupsNAB Melbourne, Customer Innovation Centre
13. Cushman & Wakefield | Digital Disruption
Blurring the boundaries inside the workplace & beyond
Radically open and collaborative
Traditional Workplace Digital Workplace
Global
Home
Co-working
Office
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Experience drives everything
EXPERIENCE PRODUCTIVITY EFFICIENCY
Proactive/Predictive AnalysisHeat Map GranularityLive floorplate status
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…a just in time data driven efficient service
…delivers the brand promise at every touch point
…changes with the seasons and the business rhythm
…provides seamless security but opens up opportunity
…and talks back to connect you ‘…and did you know William is in today?’
…you can talk to – ‘which desk is quiet and cool today?’
Workplace that needs to respond
A
WORKPLACE
THAT ...
…curates such a great experience you want to invest in the commute
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Closed Open
Structured Dynamic
Formal Informal
Inflexible Flexible
Hierarchical Inter-connected
Self-centred Wider social goals
Changing nature of work
Traditional to the new
NEW
TRADITIONAL
MORE NATURAL and MORE HUMAN – DARWIN WOULD HAVE LOVED IT
18. JULIETTE MORGAN
Partner, Global Tech Group, London,
Cushman & Wakefield
RORY YOUNG
London Occupier Representation,
Global Tech Group,
Cushman & Wakefield
Characteristics of Digital
Business in London
21. Cushman & Wakefield | Digital Disruption
Disruption: What is all this noise about?
DISRUPTION in when a
SMALLER company with FEWER
RESOURCES enters the market
place and is able to successfully
CHALLENGE an established
incumbent business.
DISRUPTIVE INNOVATION has
the ability to make seemingly
INVINCIBLE companies fail.
By definition, there are two
points of entry in the market
for a technology to be truly
defined as disruptive:
01
02
Low-end footholds where incumbents only
concentrate on their most profitable and
demanding customers
New-market footholds where disrupters
create a brand new market and value
proposition
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DISRUPTION occurs when companies fail to cater
to their entire customer base and instead focus on
the most profitable and demanding customers.
Companies will continue to better their products to
appeal to their most demanding customers through
a series of SUSTAINING INNOVATIONS. This
occurs simply because it is COUNTER INTUITIVE
for a business to invest in a product which is simpler
than their current value proposition and delivers
lower margins.
Disruption: How does it happen?
It is common in these scenarios that companies
eventually OVER ENGINEER their products which
in turn leads to TECHNOLOGY OVERSHOOTING.
It is at this point that the DISRUPTIVE
INNOVATION which initially underperformed the
competing product begins to DEFUSE into the
market and gain market share.
More often than not, by the time the businesses at
the top end of the market can make a BUSINESS
CASE to invest in the disruptive technology, it is
already too LATE.
23. Cushman & Wakefield | Digital Disruption
DATA IS THE NEW OIL
It’s only useful once it has been refined
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Businesses now use digital technology to
INFORM all DECISIONS
The biggest isn’t necessarily the best
anymore – It is all about who is the most
INFORMED
Technology has significantly LOWERED
BARRIERS to ENTRY in every market,
thereby paving the way for DIGITAL
DISRUPTION
As a result traditional value chains have
been permanently altered and the lines
with which a ‘traditional’ company should
sit within have been BLURRED
BEYOND RECOGNITION
A digital world
We now live in a world where every company is in its
own right a technology company
Uber
Facebook
Alibaba
Airbnb
The world’s largest
taxi company, owns
no vehicles
The most valuable
retailer, has no
inventory.
The world’s largest
accommodation
provider, owns no
real estate
The world’s most
popular media
owner, creates no
content
SOMETHING INTERESTING IS HAPPENING
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KPMG’s Tech trends buzz score
Trends and their scores
CLOUD
COMPUTING
15%
INTERNET
OF THINGS
13%
DIGITAL
PAYMENTS
12%
BIG DATA &
ANALYTIC
9%
ROBOTICS
7%
AUTONOMOUS
VEHICLES
6%
VIRTUAL
REALITY
5%
CYBER
SECURITY
5%
WEARABLES
4%
AUGUMENTED
REALITY
3%
3D PRINTING
3%
MOBILE
PAYMENTS
2%
HOME
HEALTH
MONITORING
2%
SPEECH
ANALYTICS
1%
LOCATION
BASED
1%
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Augmented reality and virtual reality
VIRTUAL REALITY
Immerses the user in
manufactured surroundings
AUGMENTED REALITY
Overlaying contextual
data over the physical
environment around you
Disruptive potential to
recast long-standing
business processes
and tasks:
Now is the time of the
telecommuting workforce. It is
estimated that up to 30% of works
will telecommute in developed
countries by 2019…slowly but
surely scraping away the demand
for conventional offices.
27. Cushman & Wakefield | Digital Disruption
Blockchain
A distributed ledger that provides
a way for information to be
recorded and shared by a
community.
The information of choice for the
majority of the Blockchain
community takes the form of the
digital currency Bitcoin.
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Trends
Member lounges
Open plan
Co-working
Surprise me-pop up retail
Coffee culture
Focus on design
Independent retail
Serious informality
Focus on community
Stimulus vs. Quiet space
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Trends
Infantilisation of space
Copycat architecture
Property with venture capital
investment
Lease tension & investment
returns
Speculation
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Trends: future
Wellness
Digital interface/app
Networking
Pre-fibred buildings
Social curation – ecosystem
in a box
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Does your company see new technology start-ups as…?
• Disruptors in your market place
• Enablers to your own transformation
• Both of the above
• Neither / do not know
32. SAPTARSHI ROUTH
Senior Director & Digital Business
Practice Leader for Manufacturing
& Retail EMEA
Digital Workplace:
Gartner View
59. eBay and Paypal
Case Study
DERRICK BOCK
Head of Workplace Strategy,
Germany, Cushman & Wakefield
60. Cushman & Wakefield | Digital Disruption
Connected commerce
CONNECTED COMMERCE
Creating more opportunity together eBay Inc. is a global
commerce platform and
payments leader
PayPal offers flexible and
innovative payment solutions for
consumers and merchants of
all sizes
eBay delivers one of the world's
largest online marketplaces to
customers via any connected
device, connecting people with
the things they need and love
eBay Enterprise helps
companies of all sizes drive
commerce growth – delivering
exceptional, engaging shopping
experiences online and offline
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EBAY HELPS YOU EASILY
DISCOVER, CONNECT WITH,
and ENJOY
THE THINGS THAT
MATTER TO YOU
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Our brand positioning and pillars
BRAND POSITIONING
eBay helps you discover, connect with, and enjoy the things that matter to you
eBay creates tailored shopping
experiences designed for your
needs, with relevant and
curated selection that feels
personalized.
eBay gives you amazing tools
that help you find the things
that fit your life, and the
expertise to get the most out of
what you own and sell.
Personalisation
eBay knows you
eBay seamlessly connects you
to a world of great finds, great
deals and a growing number of
great brands
from around the corner and
around the world…
…and to information and
inspiration from the sellers,
users, and friends who share
your passions and beliefs.
Connection
eBay makes meaningful connections
Because eBay is with you
where ever you go we make
your moments of inspiration
instantly shop-able.
eBay helps you explore and
discover new things every day.
The things you find and share
on eBay help you express your
unique style and identity.
Engagement
eBay fuels your interests
POWER PILLARS
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Brand personalities
CONNECTED TO EACH OTHER
HUMAN
TRUSTED
INNOVATE
SMART
DRIVEN
APPROACHABLE
INSPIRING
IMAGINATIVE
SMART
DYNAMIC
65. Cushman & Wakefield | Digital Disruption
Connecting
ETHOS
Why?
• Shared purpose: Why we are here!
• Commitments: Compete, Execute, Innovate, Enable, Create
• Behaviours: Simplify, Debate Decide + Deliver, Empathy, Honesty,
Do the right thing, Sharing, Trust
CUSTOMER
Who?
• Knowledge workers
• Technologists
• Customer support agents
• Flexible Workforce: 2Connect
ZONES
What?
Base, Creativity, Recovery, Focus, Social Networking, Formal
Presentation, Wellbeing
SOCIAL SCALE
Where?
• The Grid: The module
• Working Networks: myHome, myNeighborhood, myCommunity,
myWorld
67. Cushman & Wakefield | Digital Disruption
eBay KNOWS YOU
Why do we come to the office, what do we do
and need when we are there?
Activity based working
FOCUS
[Ranging from small booths where people
can absorb themselves in focused work, to
a stimulating space where they can
research and learn.]
BASE
[A place to call home, not necessarily a
desk but could be as simple as a locker.]
SOCIAL NETWORKING
[Where people can gather to hold informal
meetings and exchange ideas in a relaxed
state. ]
FORMAL PRESENTATION
[The familiar space for hosting formally
chaired meetings.]
CREATIVITY
[Where people can contextualize problems
and expand their thinking.]
WELL BEING
[We have an energy curve that runs
throughout the day – different spaces
encourage us to maximize our natural
energy cycle.]
RECOVERY: BUILDING THE WAVE
[ A quiet, low-light area where people can
close their eyes in comfort for 5-15 minutes
without anxiety.]
69. Cushman & Wakefield | Digital Disruption
DEFINING THE NETWORKS
WPe has established that eBay’s working society can be defined by four working networks
open to all employees. These networks have different proportions or scales.
Social scale/where?
myCOMMUNITY
[The shared resources in a building which
all departments use. This working network
is on a company scale.]
myHOME
[A personal space, a desk, a seat, ... Any
place for a person to work anywhere in
their department. This working network is
on a team scale.]
myNEIGHBOURHOOD
[A shared space between adjoining
departments where resources are pooled.
This working network is on an inter-
departmental scale.]
myWORLD
[The shared resources throughout Europe
and the world. This working network is on
an inter-company scale.]
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Design thinking process
EVOLUTION:
The process of change, over time, by natural selection.
UNDERSTAND OBSERVE
POINT OF
VIEW
IDEATE PROTOTYPE TEST
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Unique
vision
Surprise and
delight
Imagining new possibilities
IMAGINATIVEhaving or showing creativity or inventiveness
Brand personalities
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Making your
life better
Promoting
self-expression
Sparking discovery
INSPIRINGcreate (a feeling, especially a positive one) in a person:
76. Cushman & Wakefield | Digital Disruption
APPROACHABLEable to be reached from a particular direction or by a particular means:
Empathetic
and helpful
Friendly tailored
service
Embracing diversity
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Perceptive and thoughtful
Intuitive
experiences
Elegant
solutions
SMARTattractively neat and stylish, bright and fresh in appearance, fashionable
and upmarket:
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Refreshing
ourselves
every
minute
Staying current
A vibrant and growing
community
DYNAMICcharacterized by constant change, activity, or progress, positive in
attitude and full of energy and new ideas: