Client Case Lecture: How to Become an Experience Leader (Pierce)

John Gibe


This lecture is about the Experience Leader project that IBM Sweden conducted for Pierce during four weeks in Aug and Sep 2017. The full report delivered to PLT on Sep 8th includes details from the Digital Reinvention maturity assessment, comprehensive documentation from workshops with customers, the Customer Experience Index, a gross list of strategic initiatives, and more.
Input to the strategy process includes the Digital Reinvention maturity assessment, a two day Design Thinking workshop with customers resulting in three Personas: ”Kim”, ”Rory”, and ”Nico”, current Pierce strategy, plans, and on-going initiatives, and IBM ICAP. The customer workshop generated a mock-up idea – ”My Garage” – which was developed one step further by the project team.
Three strategic options were formulated: Smooth Operator, Experience Leader, Experience Innovator – tentatively positioned as modules of increasing ambition level where each module requires the previous – i.e., Experience Leader requires Smooth Operator. Options were assessed based on criteria for good strategies, resulting in choice of the Experience Leader strategy.


Photo of John Gibe

John is a client-facing management consultant at IBM with a background in strategy and digital research, contributing process skills such as opportunity- and issue framing, interviewing, workshop facilitation, analysis, presentation, IBM design thinking. His main content skills include:
- Strategic management & Marketing
- Digital
- Decision-making, economic analysis & executive communication
- Operating models including KPIs, governance and business processes
- Research and Innovation
- Reviews and Due diligence
- Citizenship and Engagement

John designs, sells and delivers team engagements to clients on behalf of IBM. During his 20+ years at the intersection of strategy and technology he has written about B2C e-commerce (1999), B2B electronic marketplaces (2001), and collaborative B2B in buyer-supplier relationships (2007) from a value- and capability perspective. He is a regular contributor to the award winning IBM Sweden THINK Blog. Together with professor Thomas Kalling at Lund University, he published "Business Models and Strategy" (2019).

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