- Transparency is the new currency – people estimate transparency. Its about enabling people to reach their goals independent of the provider and about being informed in good and in bad times.
- Openness is the new norm – we are living in a network economy. Openness is the key to unleash the combined potential of all services in the network. Closed and monolithic systems are relicts of the past.
- Holistic services – users want to have an end to end service and an broad overview. There is just the choice of providing it or let somebody else do it.
- Simplicity – the different pricing schemes used by the various service providers are hard to understand for the consumer. But all this complexity can be hidden using smart technology – either by offering a flat rate scheme which enables general usage or by simply billing the actual consumption with the optimal price for the consumer.
These points are very true for a mobility provider and also for financial services and other industries as the relate to big shifts in society. There is one huge difference – the SBB has a huge logistic challenge with a lot of infrastructure which is required to realize the desired degree of mobility. Financial services companies in essence just deal with information and have a simpler problem to solve.
I also would like to highlight a few other aspects which I found very interesting:
- Empowerment – the people who are in contact with the users must be empowered to solve problems in creative ways. They see the problem and they can directly engage and solve them with their creativity. The SBB has allocated a budget at discretion for the ‘railway companions’ – this are the people in the train who make sure that the travelers have a smooth journey. This empowerment of employees at the point where the company engages with the clients is just cool.
- Team – the rail clean organization is now a part of SBB again and wears he SBB logo. In more an more automated railway stations they are often the only people. Now the wear an SBB logo again and can help support travelers in case of problems. This is a win-win situation as the job has become more interesting and as clients have a further human touchpoint with the brannd.
- Development – all roles are changing due to the evolution of the environment and the technology. It is of strategic importance to think about the roles and their evolution paths. SBB grows and moves together with its employees into the future of mobility.
- Data – SBB as a provider collects a lot of data about its users. Monika stressed that the data belongs to the client and not SBB. So the client decides when and how this information is used.
Again four aspects which can be translated very well into financial services. The empowerment of the staff is key, every employee is a part of the brand management and client data belongs to the client and not the service providers.
We all have at least one digital self, something representing us to engage in the technological world. Initially this may just be information about us and related data. But at some point, in time this digital footprint will learn and adopt our behaviors and become active.
We may have multiple digital selves – genuine and facades. The genuine self is the one which learns directly from our behaviors and mirrors our social identity. The facades are tailored for specific situations or may try to protect the genuine self.
The genuine digital self will become a mirror of you – most likely knowing more about you than you do yourself.
Is the genuine digital self a legal subject or just acting on behalf? Our genuine digital self will be able to act much faster considering more information than we can – if allowed. We must consider the level of responsibility and accountability on our physical self for what it does. Should this begin with a form of parent child relation and to evolve becoming a legal subject over time. This evolved relationship enables the digital citizen to grow and learn over time to become of full legal age at some point.
Ethical standards for digital selves will become increasingly important – humans have ethical basic patterns which are inherited and part of the DNA. Before digital selves become widely adopted and increasing active, digital self will require such standards.
We will, as part of the evolution, need to revisit our standards of privacy. Are we able to pause our digital self and what would be the impact and disruption to our digital ecosystem? Digital self-editing may sound funny but may soon become a serious issue when others detect discrepancies and lead to distrust. Observed digital selves – you observed by others – can be used to validate information or complement it. So, you need to become more yourself – which for most people is not a big issue.
We need to evolve our perspective of what we treat and define as sensitive information during this journey. Fundamental attributes such as name, birth date or social security number will be increasingly hard to protect. So, we will need to change the way how we see personal information during this journey. Many legacy constructs like credit card numbers are not suitable for the digital age and must be replaced – this is the essence of the ‘digital transformation’.
Obviously, the digital self needs to be well secured and protected. This includes integrity, availability and confidentiality. Initially you will be responsible to keep your true digital self secure. But at some point, this will change and your digital self starts to protect you – two evolutionary states of digital self defense.
Evolution, tranformation or beginning revolution – open your mind, think and act!
Change is the only constant. Have you thought about the types of changes we are experiencing now? Is it evolutionary, transformational or even the coming of a revolution?
- Evolution – the gradual development or formation of
- Transformation – a dramatic change of state of being
- Revolution – a dramatic and wide-reaching change in conditions, attitudes, or current establishment
Today many use the term ‘digital transformation‘ to mean the transformation of the current state into a state which is digital in its core. A state where information is continuously collected, exchanged and analyzed allowing to create smart and interconnected products which adapt and learn.
Some refer to the ‘4th industrial revolution‘ and mean a fundamental and wide reaching change affecting the life of all of us, the society and its values. What happens when smart machines perform the work and humans have time? Do we then focus on our intrinsic motivation? It is clear that many of the paradigms and trained thinking patterns we are used to immediately become invalid.
If you look around and open up your mind – enabling you to notice what you belief is possible – thus you then sense that we are probably quite close to a revolution where many things we consider as naturally given today will be replaced by a new normal.
- Start by looking at a one example: self-driving electric cars and its implications. Soon we will transition from car ownership to co-sharing where you pay per use via a simply request which matches your current needs. There is no need for personal parking spaces or garages; With connected self driving cars, there will be substantially transformation of current governance and road infrastructure, less cars and accidents; insurances business model will need to be different.
- Other additional examples to ponder upon such as the increase in automation or the on-demand replication of goods and imagine how the implications of these scenarios interfere and influence each other.
The changes are combinatorial and the consequences are profound and complex. They will most likely happen much faster than expected once its trigger point is reached.
Are we really in a transformation or at the beginning of a revolution? Are you ready for the change? Are we ready for the change? Is your company making the future happen or busy running a red queen’s race
Change happens …. change is happening …. progress in optional