THE VISIBILITY

PARADOXBRUSSELS

15/10/2015

WE ARE IN THE ERA OF

LIVING SERVICES

LIVING SERVICES

ARE THE RESULT

OF TWO FORCES

THE DIGITISATION

OF EVERYTHING

+

LIQUID EXPECTATIONS

v2010s

LIVING SERVICES

WE’VE COME A LONG WAY

LIVING?• They constantly learn more about our needs, intents,

preferences, and change in real time.

• They are very proximate to us in the environment- think

wearables and nearables.

• They will affect our lives in profound ways.

HOW WILL LIVING

SERVICES CHANGE

OUR LIVES?

• Automation of low maintenance decisions and actions

• Long term learning from what we do

• Powered by data and analytics

• Collected from sensor rich objects and interactions via

everyday services

• Think about environments not industries

OUR HOMES

OUR BODIES

OUR FAMILIES

OUR EDUCATION

OUR WORK

OUR TRANSPORT

OUR FINANCES

OUR SHOPPING

THE IMPACT ON SERVICES

THE VISIBLE IS GOING

INVISIBLE

PHILLIPS & EMOTIV

REGAINING CONTROL

THE UBER SWITCH

• Payments vanish into the cloud

• Taxis will become invisible

• But the answer to “where is my cab” becomes visible

• And user data aggregated to predict service

12

VISIBILITY BUT AT THE RIGHT MOMENT

• Tickets

• Payment

• Boarding passes

PROBLEMS DISAPPEAR

• Remote diagnostics alert issues before the

user knows

• Simple repair at a distance

• Or dispatch teams to resolve

• This is happening for consumers already…

• Tesla

• And will revolutionise insurance

CUTTING PROCESS

• “Approval in principle” for mortgages

• Over half the questions removed

• Now 91% completion rate

• Decision time days to seconds

• Telephone support halved

• 9/10 blind test rating

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FOR THE HARRY POTTER

GENERATION

• Sensors

• Immersive displays

• Learning systems

• Gesture control

Mercedes

= MAGIC

MEANWHILE….

THE INVISIBLE IS

BECOMING VISIBLE

19

DATA CAN BE

REVELATORY FOR USERS

20

MAKING

BILLS FUN

PREDICTING

YOUR HEALTH

22

AND AT WORK

25

27

Not everything should

disappear

29

THANK YOUMARK CURTIS

CHIEF CLIENT OFFICER

@FJORDMARK