Creating effective and personalised digital experiences CONNECT SHOW Melbourne 22.04.15 William Confalonieri Chief Digital Officer Deakin University CRICOS Provider Code: 00113B
Deakin at a glance … 4 Campuses – Melbourne (Burwood), Geelong (Waterfront & Waurn Ponds) and Warrnambool 12 technology-rich learning centres International offices in India, China and Indonesia Melbourne Burwood Campus Four Faculties – Arts and Education; Business and Law; Health; Science, Engineering and Built Environment Over 50,000 students – Australia’s 8 th largest university 8,000 international students from 127 countries A third study solely in the cloud Geelong Waterfront Campus First in Victoria for student satisfaction for five consecutive years (AGS) In the top 3 % of the world’s universities in each of the major international rankings (ARWU, THES and QS) In top 50 in the QS rankings for institutions <50 years
Dig igital: Massive Dis isruption Times Ahead Image Credit: science.nationalgeographic.com
Dis isruptive Technologies
Cultural Dri rivers The Age of the Impatience - Always On - Desire for Speed and Ease
Generational Dri rivers T hey expect that digital world to be highly… 1. Fast and functional 2. Beautiful and usable 3. Optimised for mobile 4. Consistent and seamless
Many waves of disruption
“If the rate of change inside an institution is less than the rate of change outside, the end is in sight .” - Jack Welch C hairman and CEO of General Electric. During his tenure at GE, the company's value rose 4000% 9
O rganisational Imperatives • Businesses must reconsider their strategies in the context of this new digital landscape. • Digital innovations are impacting core business processes, workforce enablement, delivery models, customer experiences and, most importantly, established business models. Organisations are being forced to pre-emptively disrupt from within, or risk being unprepared for and unable to respond to external disruptions. • Technology enables the movement from digital transactions to digital relationships. We can know and treat our customers, on a massive scale, as unique individuals again. This new level of potential digital intimacy represents an immense competitive advantage waiting to be realised, but challenges organisations to pioneer new customer engagement strategies.
DEAKIN UNIVERSITY’S STRATEGIC INTENT DRIVING THE DIGITAL FRONTIER
Compelling Consistent Omnichannel Delightful Powerful Simple Personal Inspiring Digital Experiences The ultimate goal …
Touchpoints are personalised, experience is seamless and consistent, whatever the device or channel SEARCHING FOR SUITABLE EDUCATION PROVIDERS APPLYING ENROLLING RESEARCHING DEAKIN TAKING A VIRTUAL TOUR RECEIVING PERSONALISED HELP A PROSPECT RECEIVING GETTING STARTED KEY DATE REMINDERS EXPERIENCE RECEIVING NOTIFICATIONS & UPDATING CALENDAR REMINDERS ePORTFOLIO UNDERTAKING STUDYING IN THE DIGITAL CLOUD LEARNING & LIBRARY COLLABORATING ON ASSESSMENTS GROUP ASSIGNMENT A STUDENT LIVE CHAT WITH SOCIAL NETWORKING & FINDING EXPERIENCE CAREERS ADVISOR LIKE-MINDED STUDENTS RECEIVING PERSONALISED NEWS & EVENT REMINDERS FINDING THE RIGHT COLLEAGUE TO HELP ADDRESS A PROBLEM UNDERTAKING GIVING LIVE ONLINE PROFESSIONAL DEVELOPMENT PRESENTATION COLLABORATING ON A PAPER A STAFF LIVE CHAT WITH COLLEAGUE UPDATING EXPERIENCE PUBLIC PROFILE … is inspiring Story Telling
The objective should be to transform the digital cacophony into a digital symphony !!!
TRACE PLACE PACE FACE SPACE Mobility Flexibility Personalisation Collaboration Information External Trends External Trends -Significant growth in External Trends -Mobile centric research data applications commensurate -MOOCs -BYOD mobile device -Free online with growth in -Device independence education computing power -Cloud services -eLearning -Public cloud storage - Increasing -Digital technologies in campus -Remote assessment methods Expectations of based learning -Cloud based office productivity research data -Industry based content delivery tools transparency and certification External Trends - Changes to the University Predictions - Self administration - Increased collaboration across teaching model Gartner predicts that by 2013 mobile of student External Trends universities phones will overtake PCs as the most information -Changing student profile & - Industry-based research Predictions common Web access device expectations Predictions worldwide 1 partnerships & Big Data is moving from a focus on Digital technologies will transform - Context-aware computing individual projects to an influence on commercialisation the way education is delivered and - e-Identity of staff and students enterprises’ strategic information Nearly half of all application and web - Teaching-research nexus supported, for example through architecture 1 hosting capacity will be on cloud- - Relationships with important applications that enable real-time based architectures by 2015 2 international institutions Predictions student feedback, and the way Another capability inviting Universities will need to have a clear Predictions education is accessed in remote and investment is data analytics, due to Digital innovations offer opportunities strategy and execution around target regional areas 3 Digital collaboration brings together the increasingly greater potential to to improve staff retention by providing student segments and their informal and formal ways for people capture and gain value from more flexible working arrangements specific needs and preferences. 3 to learn about each other’s Universities will need to rethink the information about customers, and allowing teams to use their own capabilities and backgrounds. 4 role of digital channels and third operations and other factors. 4 devices, such as smartphones, leading organisations are allowing party partnerships in recruiting tablets and home consumers to connect, design and Australia will need to deepen and students and delivering teaching and As digital solutions result in ever- computers. Companies can in turn configure products to their unique research programs. 3 broaden our relationships across the more-available data, and analytics reduce office space and travel needs, personal preferences. 4 community as competition for discovers the meaningful patterns tap into new models – such as using influence and access to markets within those data, approaches to shared office facilities in locations increase in coming decades. 5 business intelligence are maturing to where they have small teams – and change the way that management explore ways to give staff more responds to information 4 autonomy. 4 References 1: Gartner Identifies the Top 10 Strategic Technology Trends for 2013 , Gartner 2012: http://www.gartner.com/it/page.jsp?id=2209615 2: What’s on the Emerging Technology Roadmap for 2013? , Mark Tonsetic IEC 2012: http://tech.exbdblogs.com/2012/09/18/whats-on-the-emerging-technology-roadmap-for-2013/ 3: University of the future, Ernst & Young 2012 4. Digital Disruption Short fuse, big bang , Deloitte 2012 5. Australia in the Asian Century , Commonwealth of Australia, 2012: http://asiancentury.dpmc.gov.au/ Five Megatrends are the core of the eStrategy * 15
DeakinSync Personalised, adaptive, all-in-one Hub
DeakinSync
• Watson is now integrated within Deak inSync
What is Watson?
Dig igital: Massive Dis isruption Times Ahead Image Credit: science.nationalgeographic.com
Thank you ! William Confalonieri Chief Digital Officer Deakin University william.confalonieri@deakin.edu.au wconfalonieri @ LinkedIn
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