serving the connected customer

SERVINGTHE CONNECTEDCUSTOMERPAUL TAYLOR

INNOVATION COACH BROMFORD

A TYPICAL PERSON CHECKS THEIR MOBILE 150 TIMES PER DAY. BUT RARELY USES IT TO TALK TO PEOPLE

@PAULBROMFORD

GET SOCIAL

EMBRACE DISRUPTION

KEEP REPEATING THIS: ALIGN YOUR STRATEGY AND BUSINESS GOALS IT MAY NEED REVIEWING HAVE A FLEXIBLE VISION KEEP REVISITING IT SECURE BUY-IN FROM EXECUTIVES AND MIDDLE MANAGERS HAVE A CLEAR PROJECT ROADMAP BUT BE PREPARED TO GO OFF-ROAD GIVE PEOPLE GUIDELINES NOT POLICY AGREE RESOURCES AND THE TOOLS FOR THE JOB FAILURE IS OK

KILL THINGS QUICKLY

27% OF GLOBAL EXECS SAY DIGITAL TRANSFORMATION IS “A MATTER OF SURVIVAL”

WE NEED TO (STOP) TALK(ING) ABOUT #SOCIALMEDIA

OUR FUTURE CUSTOMERS ARE PERMANENTLY CONNECTED

THE I-POTTY – FROM SWIPE TO WIPE

THE MULTIPLICITY OF SCREENS: 25% OF YOUNG ADULTS ARE CONNECTING FROM 4+ DEVICES EACH WEEK

SHE LOVES SNAPCHAT, VINE, INSTAGRAM, HAIR SALON AND WHATSAPPSHE’S NOT ON TWITTER OR FACEBOOK

SHE LOVES WORLD OF WARCRAFT , PINTEREST , RUNS A BLOG ON DEMENTIA AND HAS 5,000 TWITTER FOLLOWERS

THE NEW WORLD: PROJECTS THAT ARE SAFE TO FAIL AND QUICK TO KILL

@PAULBROMFORD

NOT

SO

#FUTURETECH

THIS IS ME IN #INDONESIA IN 2O13

#WEARABLETECH

#QUANTIFIEDSELF

CUSTOMERS WILL ADAPT TO AN ONLINE RELATIONSHIP VERY EASILY – WHATEVER THEY SAY

DO OUR PEOPLE HAVE THE TOOLS TO DO THE JOB?

THE VIRTUAL OR EVEN ROBOTIC RELATIONSHIP IS NOT A FANTASY

WE CAN START USING SOCIABLE ROBOTS TO REDUCE THE NEED FOR HUMANS

OR CONTINUE GIVING CUSTOMERS “HUMAN BY DEFAULT”

IF WE CAN AFFORD TO

@PAULBROMFORD

CONNECTED

CUSTOMER

SERVICE

ALIGN BUSINESS GOALSFLEXIBLE VISIONSECURE BUY-INPROJECT ROADMAPGUIDELINES NOT POLICYTOOLS FOR THE JOBFAILURE IS OK – KILL THINGS QUICKLY

#WONGA – THE BEST MONEY LENDING SERVICE IN THE UK (SAY 90% OF THEIR CUSTOMERS)

AMAZON #INNOVATION

COMPARING YOUR CUSTOMER ONLINE EXPERIENCE TO THE BEST

MAKE EVERY DUMB TOUCHPOINT SMART

90% OF ALL INTERNET TRAFFIC IN 2017 WILL BE VIDEO #DEATHOFTHECALLCENTRE?

DIGITAL GIVES US AN OPPORTUNITY TO MAKE DIFFICULT LIVES EASIER AND BRING THE DISCONNECTED TOGETHER

IT’S SIX MINUTES TO MIDNIGHT ON THE DIGITAL DOOMSDAY CLOCK

START SERVINGTHE CONNECTEDCUSTOMER

THANKS

PLEASE CONNECT ONLINKEDINGOOGLE+TWITTER

PAUL TAYLOR

INNOVATION COACH BROMFORD