The document discusses various trends related to digital disruption including the rise of social media, mobility, cloud computing, big data, and the digital customer. Key points made include that digital technology will radically change business, social media has changed communication and work, mobile devices now surpass PCs for internet access, and the cloud will drive 67% of enterprise IT spending by 2020. It also notes that digital transformation is the center of business strategy and effective customer experience requires digital transformation.

1. Deon Scheepers
Sr. Manager Operations – Africa
deon.scheepers@inin.com
Industry Trends & Best Practices

2. DIGITAL DISRUPTION

3. “The world is at an Inflection Point:
Digital technology will radically change
the way we do business.”
Dr. Didier Bonnet - Capgemini

4. More advancement in the last 15 years
than in the previous 40
Source: Nielson - Evolution of Content Discovery

5. Digital Disruption is already here!
None of these companies existed 20 years ago…

6. SOCIAL MEDIA

7. Where were you when it
all changed?
March 2006
February 2004

8. Social Media has changed the way we
Communicate & Work

9. Customers are EMPOWERED
Customers have a VOICE

10. Bad Customer Experience
“Bad Customer Experiences
are more Dangerous than ever”

11. MOBILE DRIVES THE
CONSUMERISATION OF IT

12. Mobile provides connectivity Any-time
Any-place, Any-device, Any-channel

13. In 2013, mobile phones overtook
PCs as the most common Web
access device Worldwide.
- Gartner

14. Percent of all website traffic worldwide was generated
through mobile phones
Source: Statista -2016
38.6%

17. “By 2019, requests for customer support
through consumer messaging apps will
exceed requests for customer support
through social media.”
Gartner_2016

18. THE CLOUD

19. “By 2020, 67% of enterprise IT
infrastructure and software spending
will be for cloud-based offerings.”
IDC_2016

21. Source: Ovum -2015

22. The Future is Increasingly Cloudy

23. BIG DATA
EVERYTHING IS INFORMATION

24. 31-billiondevices
connected to the
Internet by 2020

25. Data Generators are Increasing Rapidly

26. The Digital Transformation has only Started
Only 44% of the world population has internet access!
54% of the world left to go! Source: ITU - 2016

27. DIGITAL CUSTOMER

28. Industry Shifts; We have entered “The Age Of The Customer”
“The New Era of Business”

29. Shifting Consumer and Workforce Demographics:
• Baby-boomers OUT
• Digital-Millennials IN

31. The Digital Customer
The New Normal

33. Technology's Next Big Wave - Virtual Reality
$120 billion

34. Facebook – Changing the Social Experience
Social-media based Virtual Reality will:
1. Change how people communicate with each other
2. Watch content
3. Shop

35. DIGITAL CONTACT CENTRE

36. VIRTUAL REALITY:
Is this the future Agent?

37. Augmented Reality

38. Augmented Reality (AR) bridges
physical and digital worlds

39. CHATBOTS:
Is this the future Agent?

40. ChatBots & Virtual-Assistants:
The Next Frontier of Customer Service

42. “The global intelligent virtual assistant
market is forecast to be worth $5.1 billion
by 2022, up from - $600 million in 2014.”
- Transparency Market Research

43. “Automated analysis of social media channels,
CRM software, and personalized Chatbots that
recognise faces and voices will greatly reduce
the need for traditional call centres.”
Gartner_2016

44. Angry Comcast customer set up a Bot to auto-tweet
speed test results
Tired of complaining to your ISP over and over? Have a machine do it.

45. Your customers are already in the future

46. DIGITAL DISRUPTION

47. “Digital Transformation is not just a
Technology trend, it has also become the
centre of Business Strategy across all
Industries.”
- IDC (2015)

48. DIGITAL CUSTOMER

49. “Effective Customer Experience is only
possible through Digital Transformation.”
Microsoft_2016

50. Are you managing Change or
is CHANGE managing YOU?

51. Every business is at Risk of being Disrupted
Extinction – How safe is your Company?

52. Thank You
for Your Time
Deon Scheepers
Sr. Manager Operations – Africa
deon.scheepers@inin.com