david smith - global futures and foresight: part 1

What’s driving changeWhat s driving change

David SmithChief executive

Global Futures and Foresight© Global Futures and Foresight 2011

Global Futures& Foresight

Radio, Airplanes & X-Rays p y

"Radio has no future. Heavier-than-air flying machines are impossible. X ra s ill pro e to be aX-rays will prove to be a hoax." William Thomson, Lord Kelvin, British scientist, 1899

mathematician and physicist

"Th i thi t b di d i h i ”1824-1907

"There is nothing new to be discovered in physics now”Global Futures

& Foresight

Flying machinesy g"There will never be a bigger plane built "bigger plane built.

A Boeing engineer, after the first flight of the 247, a twin engine plane

A380that holds ten people.

1,000 seats

http://images.scripting.com/archiveScriptingCom/2005/01/18/380.jpgGlobal Futures

& Foresight

Turning the world upside downg p

1872 20021872 2002Global Futures

& Foresight

STRATEGIES FOR SUCCESS

post-recessionary strategiesrecessionary strategies• Market Share• Mergers and AcquisitionsMergers and Acquisitions• Cost reduction• Efficiencies

A ilit• Agility • Innovation• New Products & Services• New distribution• New business models• New participantsNew participants http://news.icm.ac.uk/wp-content/uploads/image/552-1215523032.jpg


Winning Strategiesg g

“The winners will be the companies who knew phow to identify opportunities in the

downturn.”Jim Davis, chief marketing officer, SAS

19331930 1932 Global Futures& Foresight

Winning Strategiesg g

“Great work comes from insight. … Insights are g ggoing to come in so many different ways.”

Laura Lang, CEO, Digitas USA, March 2008


Global Trends1. Global instability 2. Volatile worldwide

economy

11. Declining trust12. Cult of celebrity 13. Individualization14 A f b d3. Globalisation 2.0

4. Global warming 5. Energy, water and talent

shortages

14. Age of brands15. Social applications 16. Technological convergence17 Video everywhereshortages

6. Bio continues to grow 7. Ageing societies8. Unretirement

17. Video everywhere18. VOip & ipTV19. Virtuality20. Nano technology

9. Work-life blend10. Feminization11. Wealth, health and

h i

gy21. Digital 24/7 lifestyles22. Cashless society 23. Mobility & convenience

happiness12. Urbanization

24. Rise of the robots


The mother of invention


Six mega trends1. Globalization

Global business multi-regional local CSR

g

Global business, multi regional, local CSR

2. Energy and resourcesTowards a sustainable future

3 Climate change and environmental pollution3. Climate change and environmental pollution Finding solutions

4. TechnologyHealth, communications, food, energy, business models

5. New consumption patternsMoral economy, informed consumers and Asia

6. Changes in the world of work Talent, ageing, connected and mobile

http://csr‐news.net/main/2008/08/04/megatrends‐and‐the‐future‐of‐corporate‐social‐responsibility/Global Futures

& Foresight

UK Trends• Growing population, 10m more by 2020.• 80% of population growth from immigrants.80% of population growth from immigrants.• Muslims population 8% by 2030.• Ageing, 10m +65’s today double by 2050• Longer lifespan, 120 by 2020.g p , y• Sluggish economy• Persistent unemployment• Growing numbers of wealthy• Entrepreneurial city businesses• Low carbon economy• ‘Cloud’ - 80% CAGR to 2014.• Broadband speeds x10 by 2020.


Food Industry ChallengesFood Industry Challenges• Urbanisation• Food price

• Convenience• Value for money• Food price

• Health & Wellness• Diet Cycles• Fair Trade

• Value for money• Distribution• Transport costs• Food Provenance• Fair Trade

• Sustainability• Packaging• Ethics & Integrity

• Food Provenance • Future of CAP• Regulation• Globalisation• Ethics & Integrity

• Personalisation• Authenticity• Own label

• Globalisation• Big-brand C-stores• On-the-go food• Home delivery• Own label

• Fresh• Home delivery• Productivity


Changing worldChanging world

“The size of the world economy will tripleThe size of the world economy will tripleover the next four decades as emerging-market economies wield increasing power” g p

January 4th 2011HSBC Holdings Plc

“World GDP to double within two decades” April 20th 2011pStandard Chartered


E7 to catch G7 in 2019Fi 1 E7 ld t k G7 b 2020

E7 double G7 by 2050Figure 1: E7 could overtake G7 by 2020

50000

60000

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G7 GDP

Convergence OvertakingCatch up

20000

30000

GD

P at

PPP

s (c

on G7 GDP E7 GDPG7 E7

Canada ChinaFrance, IndiaGermany BrazilItaly Mexico

0

10000

2000

2001

2002

2003

2004

2005

2006

2007

2008

2009

2010

2011

2012

2013

2014

2015

2016

2017

2018

2019

2020

2021

2022

2023

2024

2025

2026

2027

2028

2029

2030

yJapan RussiaUK IndonesiaUSA Turkey

20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20 20

Source: World Bank for 2000-8, PwC projections of actual GDP in 2009-10 and trend GDP thereafter

Source: PwC: January 2010 http://www.ukmediacentre.pwc.com/Content/Detail.asp?ReleaseID=3547&NewsAreaID=2


The great rebalancing• By 2014, Asia bigger than

USA and Europe combined

g g

USA and Europe combined. The Economist

• Profound innovations in:– product design– Market infrastructure– Value chains.Value chains.

http://uk.reuters.com/article/idUSTRE5A55F520091109

Source: McKinsey Quarterly, June 2010 http://www.mckinseyquarterly.com/newsletters/2010_06_30.htmGlobal Futures

& Foresight

Middle Class 2011 - 2030

Source: McKinsey – World Economic Forum

70 million becoming ‘Middle Class’ every yearGlobal Futures

& Foresight

CLIMATE CHANGE

Global warmingg• Average temperature 2100

1 8 t 4 d C l i hi h1.8 to 4 degrees Celsius higher.

• More frequent, intense & longer:floods droughts and heat waves– floods, droughts and heat waves.

• Africa, Asia and Latin America crop yields down by 20% - 40%.

http://www.groupedebruges.eu/pdf/feeding_the_future_booklet_final.pdfGlobal Futures

& Foresight

Food production innovationp• Food prices to triple by 2050.

International Food Policy Research Institute .

• Without climate change prices rise:– 40% for wheat– 60% for both rice and maize by 2050

• As the world population grows.

• With climate change:g– Wheat prices to rise 170% to 194%– Rice prices 113% to 121%– Maize to go up 148% to 153%.

Source: International Food Policy Research Institute ‘Climate change: Impact on agriculture and costs of adaptation’ November 2009 http://www.ifpri.org/publication/climate-change-impact-agriculture-and-costs-adaptation


New Polar sea route

Ice gone completely in summer within 10 yearsPen Hadow, Arctic Explorer


GLOBAL RESOURCES

Depletion of resourcesp

• Half the world’s population suffering water

Unabated climate change could cost the world 5% of GDP/year; if more dramatic predictions come to pass, the cost could be more than 20% of GDP.

Warming of 5.2o Celsius by 2100American Meteorological Society’s Journal of Climate May 2009

• Half the world s population suffering water shortage by 2025. World Bank

• India uses up/pollutes groundwater by 2020Bi f l t ith f d f l d/ t• Bio-fuels compete with food for land/water.One year of food or a tank of SUV fuel.

• 2oC temperature increase means a 12% to 20% fall in global food production by 2100.

• By 2050 we will be 9.2bn but eat like 13bn.• Global agriculture output must double in the g p

next 30 years to sustain population growth. World Bank estimates

According to Stanford University and Lawrence Livermore National Laboratory researchers


European sustainabilityp y• Need to:

– Use less energyUse less energy– Reduce carbon emissions

• By 2020, EU to reduce energy needs by 315 TWh (terawatt hour) per year315 TWh (terawatt hour) per year.

• Water scarcity.– Major constraint on food production.

M d ti l d t ti• More productive land not an option.– Only by clearing the world's rain forests.

http://www.publicservice.co.uk/feature_story.asp?id=15466

http://www.innovationeu.org/news/innovation-eu-vol2-1/0266-renewable-energy.htmlhttp://www.sweden.se/eng/Home/Society/Sustainability/Facts/Sustainable-living/


Increasing scarcity of key materials for many technologiesfor many technologies

Figures do not take into account new demand arising from new technologies

Source: LabNol ‘How Long Will Rare Metals Last?’ October 2009http://www.labnol.org/home/how-long-will-metals-last/10648/


CHANGING POPULATIONS

Global population growthp p g

www.watchblog.com Source: Population Research Bureau www.prb.org

The global population is expected to rise to 8bn in 2020 and 9.2bn in 2050Global Futures

& Foresight

Islamic populationp p• Global population increases by 2.5 bn from 2005 to 2050• Muslim countries will contribute 1 75 bn people (70%)Muslim countries will contribute 1.75 bn people. (70%). • In 2005, Muslims represented 24% of world population. • This will rise to 33% in 2050 and 37% by 2100.

http://www.freeworldacademy.com/globalleader/population.htmGlobal Futures

& Foresight

Halal markets• Travel• Tourism

• Real Estate

$2.7 trillion today $30 trillion by 2050 1

• Tourism• Hospitality• Portals

W b it

• Transportation• Warehousing• Industrial Parks

• Web sites• Banking• Insurance

I t t

• Health• Cosmetics• Fashion

• Investments• Capital Markets• Development

• Shopping• Theme Parks• Food

Today a product issue – tomorrow a supply chain issue

1 - According to a research study conducted by JWT and AMR in 2009


Workforce• By 2050... the EU labour force to fall

by 68 million workersby 68 million workers

• India - only major economy whose workforce will grow over 20 years.

• China – graduates grow from 99m in 2009 to 195m in 202 – DOUBLE.

Net gain of million people needed to fill the EU gap. (Population shortfall in the EU)


URBANISATIONURBANISATION

Urbanization

1950 - 2030 Global Futures& Foresight

$40 trillion infrastructure challengegWater Power Road and Rail Air/ seaport Total

North America $3 62 $1 53 $0 94 $0 43 $6 52North America $3.62 $1.53 $0.94 $0.43 $6.52Latin/South America $4.97 $1.44 $1.01 $0.06 $7.48

Europe $4.52 $1.08 $3.12 $0.43 $9.15Asia / Oceania $9.04 $4.23 $2.11 $0.51 $15.89Other (MENA) $0.46 $0.72 $0.62 $0.16 $1.96

Source: Cohen & Steers Global Infrastructure Fund 2009 http://www.cohenandsteers.com/downloads/14/fundguide.pdf


Urbanization

grm

ing

cal f

arVe

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Smart Cities VSmart CitiesGlobal Futures

& Foresight

CHANGING PEOPLE

Ageing populationsg g p p

Percentage of Global population over 60 Global Futures& Foresight

Life expectancy climbingp y g• Men born in 1985 can expect

to live to 91 …all existing gprojections are too low.

• Upper forecast - 97.Cass Business School - 2009

• Those with access to advanced technologies can

t h lth lif b dexpect a healthy life beyond 120 years Institute for Alternative Futures


And we’re living longer livesg g Human life expectancies have the

potential to reach 500 or possiblypotential to reach 500, or possibly even 1000.

“The first person to live to 1,000 might , gbe 60 already” Dr. Aubrey de Grey B.A., M.A.

and Ph.D., University of Cambridge, Cambridge UKCambridge, UK. Born 20th April 1963 -


Obesityy

By 2015, approximately 2.3 billion adults will be overweight and more than 700 million will be obese. (The World Health Organisation)(The World Health Organisation)


Too few kids


Women take control• Earning and learning more than men.• Global earning power of women to reach• Global earning power of women to reach

$18tn by 2014. (World Bank)

• Women control $15tn – 70% of global consumer spend by 2015. (BCG)consumer spend by 2015. (BCG)

• More UK women under-35 research financial products online than men.

• 2m self-employed women in this decade2m self employed women in this decade (2010-2020) November 2009 report.

• 40% Coutts’ female clients gained their wealth through salarywealth through salary.

Source: Rohit Talwar, Fast FutureSource:The Centre for Economics and Business Research (CEBR)

Source: Wealth Bulletin, September 14th 2009 http://www.wealth-bulletin.com/wealth-business/advisers/content/1055164840/


CO S SCONSUMERS

Drivers of the consumer shift1. Better educated (more savvy).2. Declining disposable income3. Transparency – of pricing and

operations afforded by the internet.4. Social media penetration.5 D d f li d d t5. Demand for personalized products.6. Lower barriers to entry in eading to

increased competition.7 Smart technology7. Smart technology8. 24/7 society.9. Trust in business. (or lack of)10 The rise of Green10.The rise of Green.11.Service differentiation now key.

http://www.frankwbaker.com/advcon.htm


Ethical consumerism

Roughly 40% of food is wasted• Roughly 40% of food is wasted. Brian Halweil of the Worldwatch Institute

• Trend toward ethical consumerism,” J Lö k C l b d Rh i ldJens Lönneker, Cologne based Rheingold

• Consumers looking to brands they can trust – depth to their stories.

PURPOSEhttp://pennalternativefuels.com/content/innovative-local-farming-key-global-hunger-fight-group-says

http://www.greenerpackage.com/green_marketing/interpack%E2%80%99s_eye_sustainabilityGlobal Futures

& Foresight

Online consumer

Not just another channelj• More than half of online buyers across Europe say they find

products on the Web that they can't find elsewhere. Forrester.

Source: Cnet,http://news.cnet.com/business-tech/?keyword=e-commerce


Online Shopping is Greenpp g“If deliveries completely replaced shopping in “distant stores” thereshopping in distant stores there might be a 80% to 90% reduction in carbon emissions.” George Monbiot in his 2007 book, Heat.

http://carnbikes.files.wordpress.com/2008/07/online_shopping.jpg

http://www.triplepundit.com/2009/05/is‐the‐warehouse‐model‐the‐future‐for‐grocery‐stores/


Business Models

Premise underlying re-inventiony g• Reconfigured relationships.

M h b i d l• Mash-up business models.• Consumer increasingly powerful.• Innovation is a key differentiatorInnovation is a key differentiator.• Convenience & Quality expected.

http://media.economist.com/images/20050402/1405LD1.jpg


Social computing led innovationp g• 70’s and 80’s technology led. • 80’s and 00’s marketing led• 80 s and 00 s marketing led. • Social computing led innovation.

Forrester

Driven by:Driven by:• Empowered customers & employees.• IT and Marketing, jointly power era.

Financial outperformers are 57% more likely than underperformers to use collaborative and social

Source: Forrester,http://blogs.forrester.com/cio/2010/02/the-new-era-of-social-innovation.html

underperformers to use collaborative and social networking tools


Social media - enterprise collaborationp

• 80% of executives worldwide say enterprise-wide collaboration is the key to success. Global Survey Enterprise Collaboration

• 90% emphasized innovation and growth over cost savings.

http://www.aventis.edu.sg/blog/Index.php?paged=2

25% of execs and IT decision‐makers dread collaboration because of the time and energy it wastes

http://www.sbr.com.sg/information‐technology/news/singapore‐firms‐embrace‐social‐media‐enterprise‐collaboration

because of the time and energy it wastes.


Social networksDoing business networks• Global relationships• Learning

g

Learning• Sourcing ideas• Co-creation• Recruitment• Building relationships• Community engagement• Community engagement• Networked business modelsOver 2 billion people in top 40 Social Networks

Source: The GFF Pulse expert panel survey Global Futures& Foresight

Value creation shifting from employees to outside the enterpriseto outside the enterprise

• Organizations outnumbered by the resources provided by their network.

• Business value from the social world. • Significant trends such as:Significant trends such as:

– Crowdsourcing– Open and social supply chains– Open innovation– Open innovation– Social media marketing– Social CRM

‘Social business’ will greatly amplify and

http://www.dachisgroup.com/2010/08/six-social-business-trends-to-watch/

Social business will greatly amplify and transform what an organization does.


Innovation Networks• You can’t know it all

or have all the best ideasor have all the best ideas• Ford spent $8bn on R&D

in 2005 and lost $17bn in 2006

L t t P t & G bl did• Learn to connect - Procter & Gamble did– For every P&G researcher 200 more existed outside.– Built an external development network of 3m– Launch time halved and innovation rate up 75%


Facebook - new media channel

“We have the most powerful distribution mechanism th t h b t d i ti ”that has been created in a generation” Mark Zuckerberg

Within five years he expects facebook to make billion and billions of dollars from turning the tv news film and musicbillions of dollars from turning the tv, news, film and music

industries upside down.Global Futures

& Foresight

Facebook Credits• July 1st Facebook Credits mandatory for games & apps.

F b k t k 30% i i– Facebook take a 30% commission.

• Facebook social gaming market - $3bn.

• Payvment on Facebook• Payvment on Facebook. – 60,000 retailers in its social store.

– 400 new retailers added every day.00 e eta e s added e e y day

• Credits bigger than PayPal & Google?

By 2020 Facebook could be the internet for manyBy 2020 Facebook could be the internet for many


attraction + attention = engagement = £


Who distributes your brand?y

Are you “Likeable” ?Are you Likeable ?Global Futures

& Foresight

New business models• More people who call – worse

the service becomesthe service becomes.• Re-design the call centre as an

internet forum.• More people involved - problem

solved better and faster. • The intelligence for solving g g

moves into the community. • Increases value and decreases

costcost.


Disintermediation• Music

– itunes – Individual songs/not albumsg• Travel Agency

– Trip Adviser – book hotels/not packages• Lending/borrowing money

– Zopa – direct to lender/cut out banks• Real Estate

– Findaproperty, Tesco Estate AgencyAd ti i d PR• Advertising and PR– Tweets, blogs, Youtube, Flickr, SN’s etc.

• Insurance– Social Networks self insure?– Social Networks self insure?

Part of the rise in people taking control and not relying on others. Global Futures

& Foresight

TECHNOLOGYTECHNOLOGY

Disruptive technologiesp g• Nano• Genetic Engineeringg g• Social Networks• Mobile broadband• Electronic media• Interactive displays• Internet II• Jamming• Large Glass displays• Large Glass displays• The Grid• Virtual real worlds• HologramsHolograms• Humanoid robots


Technology and Communicationsgy‘For a list of all the ways technology has failed to improve the

quality of life, please press three.’Alice Kahn.

• Growth of the Internet• Cloud services• Social Networks• Avatars & the 3D world• Mobile devices• mpayments• Voip/ipTV • Robots• Robots


Internet access a Human RightgA United Nations report said on 3rd June 2011 that

disconnecting people from the internet is a human rightsdisconnecting people from the internet is a human rights violation and against international law

http://www.wired.com/threatlevel/2011/06/internet-a-human-right/Global Futures

& Foresight

UK online in 2010• £ 100bn UK internet economy (7.2% of GDP)• 60% driven by consumption60% driven by consumption• To grow 10% pa• 19m of 26m households Internet connected.• 33% access internet on their phone.33% access internet on their phone.• 25m people members of Facebook.• Time online grew 65% in past 3 years.• 62% adults (32m) bought online in 2010.62% adults (32m) bought online in 2010.• John Lewis online sales up 36% in in 2010.• Half of travel booked online• 38m have accessed ebay

http inside:// .123-reg co uk archives getting. . / / -the-rest-of-britain-online

38m have accessed ebay• 7m have sold on ebay

Source: Boston Consulting Group: October 2010 “The connected kingdomGlobal Futures

& Foresight

Where people would elect to live if universal connectivity gave them the power to choosechoose.

http://newsroom.orange.co.uk/image/997/

Source: Orange, http://newsroom.orange.co.uk/media/uploads/connectivity%20brochure.pdf Global Futures

& Foresight

New era of mass communication• Today's Internet has 1.9 bn users.• World population is 7 bn people• World population is 7 bn people. • By 2020 Internet will have 5 bn users.

National Science Foundation in the U.S for one predicts

• Connecting 3 billion people• Mostly in emerging markets

– 26% of global economic activity– Half of businesses can’t get online.– Africa – 1 internet connection/1,000 pc’s the Other 3 Billion

http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=96642http://networks.silicon.com/webwatch/0,39024667,39193696,00.htmhttp://www.siliconrepublic.com/news/article/11665/comms/telecoms-industry-sees-opportunity-in-tough-times


Connected world• Internet traffic will quadruple to 966

exabytes per year in 2015 Ciscoexabytes per year in 2015. Cisco

Up 400% in 4 yearsp y• 2014 to 2015 traffic up 200 exabytes.• More than Internet IP traffic in 2010.More than Internet IP traffic in 2010.• 1 zettabyte of internet traffic by 2015

– A trillion gigabytes.

Source: ITP, June 2011 http://www.itp.net/585110‐cisco‐predicts‐15b‐connected‐devices‐by‐2015

1,000,000,000,000,000,000,000 bytes = 10007 bytes = 1021 bytes


Surrounded by technologyy gy• 15bn connected devices by 2015.

&• Integrates physical & virtual world.

• Objects sense their environment and communicate its statuscommunicate its status.

• Tools to understanding complexity.

• Ubiquity creates new models.Ubiquity creates new models.

22 billion devices by 2020 ‘I t t f ‘thi ’

Source(1): Forbes 2010 http://www.forbes.com/2010/03/20/internet‐connectivity‐personalization‐technology‐cio‐network‐sensors.html?boxes=Homepagechannels

Source(2): eLearnSpace, 2010 http://www.elearnspace.org/blog/2010/03/19/the‐internet‐of‐things‐2/

‘Internet of ‘things’Global Futures

& Foresight

Online on the move• Mobile Internet is ramping up

faster than desktop Internet did:faster than desktop Internet did:• Smartphone outsell:

– Basic Cell Phones in 2011. Morgan Stanley

– PC’s in 2010.• Mobile App & Search users

doubled 2009 to 2010doubled 2009 to 2010.

Source: Hard Knox Life, ‘Changing consumer landscape creates a $50 billion digital opportunity,’ June 2010http://www.hardknoxlife.com/2010/06/08/changing-consumer-landscape-creates-a-50-billion-digital-opportunity/

http://gigaom.com/2010/04/12/mary-meeker-mobile-internet-will-soon-overtake-fixed-internet/


Mobile data


Unstructured Data• 85% of business comms is email.

• Unstructured data is 80% of allUnstructured data is 80% of all company information. To rise to 90%.

• Every 5.5 years data managed by enterprises will grow by a factor of 10enterprises will grow by a factor of 10. (According to an IDC estimate)

“Personal data is the new oil of the

http://www.mastermind-solutions.com/images/data-conversion.jpg

e so a data s t e e o o t einternet and the new currency of

the digital world”Maglena Kuneva

http://www.busmanagement.com/article/Issue‐12/IT‐Management/Managing‐the‐Data‐Explosion/

http://news.zdnet.co.uk/itmanagement/0,1000000308,39287196,00.htm

Maglena KunevaEuropean Consumer Commissioner


Engaging through technologyg g g g gy

• Telepresence market to be $worth $4.7 billion in 2014.

• As organisations cut:– Travel costsa e costs– Carbon footprint– Increase productivity

(Winter Green Research, Techcast).

Video Conferencing / TelepresenceSource: TMC News, August 2009 http://www.tmcnet.com/channels/telepresence/articles/62985-telepresence-market-reach-

47-billion-2014-report.htmSource: Venture Beat, March 2010 http://venturebeat.com/2010/03/04/virtual-events-keep-growing-and-even-comdex-makes-

a-comeback-online/

g p


Engaging with technologyg g g gy• Speech recognition and artificial

intelligence (AI) enable naturalintelligence (AI) enable natural user interface:– Gesture– Speechp– Look

• Virtual assistants to serve as secretaries tutors salespeoplesecretaries, tutors, salespeople.

• Almost all routine work (TechCast)

The keyboard and mouse are deadGlobal Futures

& Foresight

Engaged in virtual reality g g yBy 2019 • 3D virtual reality displays3D virtual reality displays, • Embedded in glasses and

contact lenses. P i i t f f• Primary interfaces for communication with other persons, computers, the Web,

d i t l litand virtual reality. (Kurzweil)

• Linking our senses directly with other people’s senses or with machines.


Engaging with artificial intelligence

• Artificial Intelligence’s - we will interact with them like humansinteract with them like humans.

• e-technology advanced:– Fewer human interactions– More strategic focus.

• Face & voice recognition that identifies emotional changesidentifies emotional changes.

24 hours a day, 7 days a week online and available

Source: http://www.supplymanagement.co.uk/EDIT/Featured_articles_item.asp?id=16394

y, y


Even more realistic technologygyBy 2015• Complete three-dimensionalComplete three dimensional

holographic displays. IBM

• Touchable Holograms.By 2020By 2020 • Haptic interfaces allow users to

feel virtual objects.• Illusion of touching surfaces.

• Could revolutionise how we interact with customer support agents andwith customer support agents and service personnel.

Source: Softpedia 2009 http://news.softpedia.com/images/news2/What‐Is‐Haptics‐and‐How‐Does‐It‐Feel‐2.jpghttp://www.innovations‐report.com/html/reports/information_technology/report‐29643.html


New communication channels

Clooney 1

Acroid 1 Shakira 2 Global Futures& Foresight

2020… face to face still in vogueg

Hiroshi Ishiguro 2 0 Hiroshi IshiguroHiroshi Ishiguro 2.0 Hiroshi Ishiguro


What’s changing?g gEverything and everybody

• Economies• Populations• PeoplePeople• Planet• Places• TechnologyTechnology• Work• Business models

I P t II ’ll l k t h tIn Part II we’ll look at what we can do about all this change


Imagine itImagine itIf you want to get ahead – you need to look aheady g y

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