Innovation by. TurnHeads. IT CRM: New Ways towards Innovation

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1 Page 1 Innovation by IT CRM: New Ways towards Innovation IT Board decides to empower colleagues (no external consultant company) Lutz Filges initiates the The Double Bagger Spirit 2

2 Page 2 IT CRM: Name THE REPUBLIC BY PLATO Translated by BENJAMIN JOWETT, M.A. BOOK VII: ON SHADOWS AND REALITIES IN EDUCATION (SOCRATES, GLAUCON.) AND now, I said, let me show in a figure how far our nature is enlightened or unenlightened: Behold! human beings living in an underground den, which has a mouth open toward the light and reaching all along the den; here they have been from their childhood, and have their legs and necks chained so that they cannot move, and can only see before them, being prevented by the chains from turning round their heads. Above and behind them a fire is blazing at a distance, and between the fire and the prisoners there is a raised way; and you will see, if you 3 look, a low wall built along the way, like the screen which marionette-players have in front of them over which they show the puppets IT CRM: As a Self-Organising Innovation Group Baby (Satellite forming) IT CRM JF Steering Board Level (Group Level) KeyTurnHead (Personal Level) Kur or Duke TurnHead (Realisation Orders) ForumNetworking 4

3 Page 3 IT CRM The KeyTurnHead-Principle SteeringBoards Grope Key TurnHead Future Voice KurTurnHead Baby 5 Tasks (1/2) Numb er Topic Speech2Text: The ability of transforming speech into written text in an automatic and speaker independent mode Next steps: Pilot with DT-Labs SnapIN: (US Vendor) stops the call to Customer Services by intercepting, plays welcome prompt & displays the "operator s top-20 call drivers for certain handsets for customer interaction or forwarding to an agent with multimedia-skill. Next steps: Treat this within ISIS Best Practice Proposal Customer and the strategy Interests, for the Speechportal Gain insight about Customer the customer s Care (SpK) as well as the ebiz-projekt point of view of T-Mobile and match with what (we think) we know about the customer. Next steps: Collect ideas, work together with TSI SMS Dictionaries: Gain linguistic insight about the vocabulary in use. Next steps: Specify with DT-Labs 6

4 Page 4 Tasks (2/2) Numbe 5r Topic Innovation with Kids : IT CRM invites kids from an A-Level class for a 3 days WS: Usability of products, CRM Services of the future, channels of communication IT Next steps: Work together with M & K CRM supports TMD GetCloser: T-Mobile staff over 50 yeras for customers over 50 years Next steps: Highest prio. Automated Age and Gender Recognition as a pilot with DT-Labs. Workflowmanagement ERPK alignment (pilot) Build IT CRM-Newsletter via the Mobile: Send out the newsletter as HandyRadioBroadcast via the mobile to all. Next steps: Pilot Knowledgemanagement: Initiate a collection of ideas by mail. First results are there. Next steps: Evaluation of Telekom, Collect and evaluate all tentative results, present at next JF 7 Become a TurnHead! Thanks!

5 Page 5 BackUp Baby Brainstorming New Services (Beispiele) 1/2 Kategorie Ideen neuer Voice-Services Community für Jugendliche ( My 5, Online Gaming, Dr. Sommer, Dating) e-church (confessional box Applikation) Hotel / T-Punkt (LBS) Ärzte / Apotheken Notdienst Taxiruf (LBS) Jobvermittlung Community Community LBS LBS LBS Service Kurzbeschreibung: Essence Einführung eines Kommunikationsforums zur Organisation von Chatgruppen Einführung eines Seelsorgetelefons mit Informationen rund um Kirche und Soziales Applikation zur Sicherstellung der Erreichbarkeit von essentiellen Serviceeinrichtungen Applikation in Zusammenarbeit mit der BA zum Abrufen aktueller und kurzfristiger Jobangebote inkl. versand und Hinterlegung von pers. Kontaktdaten bzw. Jobprofilen 10

6 Page Baby _IVR Brainstorming New Services (Beispiele) 2/2 Category Ideas for new Voice-Services Las Vegas Tariff (new Option) Susi-Produktberatung ebay bids via NLU Ehm -Muter NLU "rule of three application Tariffs Service Value added Value Added Value Added NutShell Neues Produkt, bei dem die Kosten erst nachträglich per SMS gegeben werden mit Gewinnchance (Gutschrift) Applikation zur Information über Handys, Preise, Zubehör und Leistungsmerkmale Applikation zwecks individueller Einstellung und Abruf von ebay Angeboten/Geboten Service zur Beseitigung von Wordfindungsdefiziten Applikation zur schnellen Berechnung von z.b. Währungen, Benzinverbrauch, internationalen Einheiten etc. 11