cultivating innovation in the workplace 080316 (2)
TRANSCRIPT
Thinking Differently
Megan Neale@NealeMegan
flo™
400+brands
14 > €1bn 172000 colleagues
48CECs 700+advisors
8 regions€48bn t/o
60% outsourced
50% self service
98 markets
1bnrelationships
2bn per day
le call customer service
Yesterday Today Tomorrow
MessagingArtificial
intelligenceMobile first strategies
Peer to peer engagement
On demand service models
The fluid workforce & sharing economy
TRUST is the currency of the new digital age
the digital shift is creating exponential relationship opportunities
LimitlessRelationships = Insight
Remove Boundaries
What
Why
How
Customers
ContactCentres
Rest of business
Friends / word of mouth
CorporateDigital Assets
Social Media
Operations
Digital
Ratings & reviews
High trustFinite
resources
Lowengagement
Customer Experience Now
NewWays of Working
NewTechnology
Digital People
Solution
The contact
centre may not
always the best
place to help
a customer
ServiceEcosystem
New waysof working
The creativity &ingenuity of human
talent is subdued by the mundane, repetitive, routine & uninspiring tasks that eat up 80%
of our daily lives
Artificial Intelligence
NewTech
Putting
customers
at the heart
of a service
ecosystem
Customers
Friends
Social Media
Ratings & reviews
Paid peers on demand
Brand FansCustomers
helping customers
Rest of business
employees
Contact Centre
Partners / Suppliers
High engagementCorporate
DigitalAssets
Limitlessresourcing
High Trust
Thinking Differently
Megan Neale@NealeMegan
flo™