Es necesario innovar? Que pasa si mi empresa sigue haciendo las cosas siempre igual?

1. innovaciónE s n e c e s a r i o c a m b i a r ?

2. CASO KODAK
First digital camera ever built. It was created in
December 1975 by an engineer at Eastman
Kodak named Steve Sasson, now regarded as
the inventor of the digital camera.

3. CASO KODAK
First digital camera ever built. It was created in
December 1975 by an engineer at Eastman
Kodak named Steve Sasson, now regarded as
the inventor of the digital camera.
En esos 37 años
la tecnología digital
cambio la fotografía
dramáticamente.
2012 QUIEBRA / BANKRUPT

4. OTROS E JEMPLOS
Sony no apostó a un Walkman digital y dejó el camino
libre para el ipod.
Blockbuster se rio de Netflix en sus early-days.
Blockbuster quebró.

5. OTROS E JEMPLOS

6. APPLE
En 1984 Apple presenta la Macintosh;
una movida que revolucionó la
industria de la computación.
Primeros años de los 80s:
Steve Jobs visita XEROX
- Graphic User Interface or GUI.
- Mouse.
- Apple estaba en pleno Desarrollo
de Lisa – iba a ser la siguiente gran
idea después de la Apple II.
- Invirtieron millones de USD en el
proyecto.
Jobs:
“I want to abandon the Lisa
and develop the GUI instead”
Executive:
“but Steve, if we do that,
we’ll blow up our own business.”
Jobs:
“better we should blow it up
than someone else.”

7. WAYNE GRETZKY
“Un buen jugador de
hockey juega donde el
disco esta.
Un gran jugador de
hockey juega donde el
disco va a estar"

8. STEVE JOBS
“Vuela tu propio
negocio antes de que
alguien más lo haga”
“No juegues donde el
mercado esta, juega donde
el mercado
va a estar“

9. Tendencias
Tecnológicas

10. TECNOLOGÍAS EMERGENTES
Expectactions
Innovation
Trigger
Peak of Inflated
Expectations
Trough of
Disillusionment
Slope of
Enlightenment
Plateau of
Productivity
Plateau will be reached in:
Less than 2 years 2 to 5 years 5 to 10 years More than 10 years Obsolete before plateau
Gartner’s 2014 Hype Cycle for Emerging Technologies Maps

11. TENDENCIAS – PL ATAFORMAS DE MENSA JERÍA
Active Millennial usage reach of the most popular
mobile messaging apps worldwide as of 3rd quarter 2014.
Most popular global mobile messenger apps.

12. TENDENCIAS TECH - PRÓXIMOS 10 AÑOS / NEXT 10 YRS
http://www.huffingtonpost.com/2015/05/12/futurists-next-10-years_n_7241210.html
https://hbr.org/2015/01/the-tech-trends-you-cant-ignore-in-2015
AUGMENTED REALITY
Hologramas.
Hololens Microsoft.
GoogleGlasses.
Google.
IA
Embedded.
Personalized medicine.
Artificially intelligent
assistants.
IOT
conectado.
Autos. Robots.
Home Health.
NUEVAS INTERFACES
Brain-Network.
Transmision de
Pensamientos.
Emociones. Sentimientos.
Recuerdos.
IMPRESORAS 3D
Ropa impresa.
Printers will print
clothing at very
low cost.
WEARABLES
Vestir tech.
Wearable mobile
devices will blanket
the world.
Todo

13. Darwinian
A d a p t a r s e a l c a m b i o n o e s u n a
e l e c c i ó n ; e s u n re q u i s i t o
p a r a l a s u p e r v i v e n c i a .
Customer
Experience

14. DO YOU CONSIDER CX CRITICAL
TO YOURS SUCCESS?
7 out of 10 business leaders claim
that customer experience is now
critical to their success1.
1 Forrester 2 Peter Shankman
Today, 88%2 of all businesses believe that
they deliver “excellent” customer experience.
Unfortunately, only 8% of their customers
believe the same thing.
DARWINIAN CUSTOMER EXPERIENCE

15. ¿ Q u é p a s a h o y c o n l a a t e n c i ó n
a l client e ?
Tendencias
especificas

16. TENDENCIAS
GPS
In 2014, 36% of global consumers are
willing to share their current location with
retailers via GPS – that's almost double
the number who were in 2013.
36%

17. TENDENCIAS
MOBILE FIRST
By the end of 2015
Smartphones are climbing the podium of
customer choice when it comes to
customer care.
Forrester.
of the global population
will own a smartphone.
For these smartphone users, mobile will
increasingly define how they communicate,
shop and engage with brands.
42%

18. TENDENCIAS
SPEAK TO ME
Voice recognition will see the beginning of
the end for Interactive Voice Response
(IVR) frustrations.

19. TENDENCIAS
SELF-SERVICE
Machine-learning and natural language
processing is reinventing our view of self-service.
A new generation of virtual agents will emerge
this year; virtual agents that can learn from
terabytes of data to provide contextual, relevant
responses instantly and with the same accuracy
as a live agent in a call center.
The year that self-service gets smart.

20. Toda la
L o s s e n t i m i e n t o s d e c l i e n t e
diferencia
la hace la
tecnología?

21. ESTUDIO
53% de los sujetos, al recibir un excelente servicio de atención
se le dispararon los mismas reacciones cerebrales que cuando
se sienten amados.*
*American Express Service Study, September 2013
Cuando hablamos de Customer Service,
no es acerca de los que los clientes piensan.
Un excelente servicio es acerca de los sentimientos.
1,620 consumidores fueron evaluados en condiciones de laboratorio,
63% dijo que sintieron aumentar su ritmo cardiaco al pensar
acerca de un excelente servicio al cliente.

22. j w e r ba @ a t e n t o . c o m . a r
@ j u l i a n w e r ba