Here is my slidedeck from the Chinwag event I was speaking at last night. I was trying to share my thoughts around the context in which customer service now takes place within an increasingly social landscape. Customer service is decentralising into the hands of people, and this move is underpinned by both empathy and benevolence. It is a world in which, as Clay Shirky writes in Cognitive Surplus: We are increasingly becoming one another’s infrastructure.

1. Guy Stephens London, 5 th October 2011 Chinwag: When customer service goes social

3. A world of information © 2011 Capgemini. All rights reserved. 90% Government target for superfast broadband penetration by 2015 14.8m iPad’s sold in first 12 months (5x more than analyst predictions) 45% iPhone Smartphone users download at least one app per week 60,000+ Apps built for iphone, Android & BB The combination of broadband connectivity, the explosion of hardware devices, apps and social networking has enabled users to define how, when and where they interact with brands, content & services 140m Tweets per day $119 billion M-Commerce predicted to reach this by 2015 700m Facebook users worldwide 1 billion Google searches a day

4. Life is real-time! © 2011 Capgemini. All rights reserved.

5. New currencies are emerging © 2011 Capgemini. All rights reserved.

7. A story about my washing machine © 2011 Capgemini. All rights reserved.

10. A different type of customer service is emerging © 2011 Capgemini. All rights reserved.

11. Different roles are emerging © 2011 Capgemini. All rights reserved. Creator Participant Prisoner Promoter Bystander Voyeur Passenger Listener Passerby Pundit Explorer

12. The Carphone Warehouse service ecosystem © 2011 Capgemini. All rights reserved.

13. The 'Complaint Prism' The Conversation Prism © 2011 Capgemini. All rights reserved.

14. What will customer service look like? © 2011 Capgemini. All rights reserved.

16. Knowing where your brick wall is © 2011 Capgemini. All rights reserved. “ With an open strategy, decision shifts from if you should be open... To how open you need to be to accomplish your overall strategic goals” [Charlene Li, Being open without giving away the store: The secret is a sandbox covenant]

18. More information © 2011 Capgemini. All rights reserved. About Capgemini