Towards Future Proof Customer Relations

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Technology is changing customer relations rapidly. You see that technology is becoming invisible, technology is creating new experiences for customers, technology is democratizing the world and technology is making customer relations more transparant than ever. These evolutions have a big impact on doing business. In this presentation, I give guidelines for your customer strategy in the day after tomorrow. How to create a future proof customer strategy? It is build on 5 pillars: mobile first, data expertise, platform thinking, boundless experiences and customer collaboration.

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Towards Future Proof Customer Relations

  1. 1. About Steven Three time bestselling author (foto’s drie boeken) International keynote speaker Entrepreneur (logo’s, Nexxworks, Zembro, Snackbytes) www.stevenvanbelleghem.com
  2. 2. 1
 The impact of technology on customer behavior
  3. 3. Invisible for users Impact on users Sensors collecting data Behind the scenes robots WiFi everywhere Machine learning Data analytics Faster than real time service Just for you Personalization Automation of everyday life
  4. 4. Invisible for users Impact on users Sensors collecting data Machine learning Data analytics Autonomous vehicles use data, sensors and machine learning to create a fantastic user experience
  5. 5. Invisible for users Impact on users Sensors collecting data WiFi everywhere Data analytics Airports where you don’t need to wait for your luggage, automated traffic lights and parking control are just a few examples of new user experiences in smart cities thanks to invisible technologies
  6. 6. Invisible for users Impact on users WiFi everywhereData analytics Radiomaze uses existing WiFi signals to install an automated security system.
  7. 7. Invisible for users Impact on users WiFi everywhereData analytics Sensors collecting data
  8. 8. Bron: NCTA
  9. 9. The Internet of Everything is not about connecting products with the web, it is about creating a new customer experience Automated Personalized Faster than real time
  10. 10. Enhanced experiences More personalized service More accurate information available Easier interfaces Automated experience …
  11. 11. Evolution of customer experiences 1. Offline customer experience 2. Digital customer experience 3. Mixed reality experiences
  12. 12. Two huge markets: Virtual Reality and Mixed Reality Virtual reality is an entirely new virtual environment Mixed reality adds virtual information to the real world
  13. 13. Towards Mixed Reality Customer experiences Hier foto’s van Meta, Hololens en andere augmented reality toestellen (geen oculus of andere Virtual Reality spullen)
  14. 14. Impact of mixed reality on customer experience Customer House Customer Service Rep Visit Company HQ Top technical expert Add Mixed Reality Your top technical experts do not need to visit all the customers at home; they can advise multiple service reps via mixed- reality tools
  15. 15. New experiences thanks to automation visuals met robots, driverless cars, drones….
  16. 16. Technology is enabling consumers to become entrepreneurs by lowering entry barriers and giving them access to a network.
  17. 17. Physical products will soon transform into data met visuals met sensors, camera’s, smart devices….
  18. 18. We are entering a world of RADICAL TRANSPARENCY Health data will help you live a healthier life Map data will help you improve mobility Shopping data will result in truly personalized offers …
  19. 19. Leading towards changing CUSTOMER behavior Faster than real time Zero tolerance for digital failure Perfect information Intuitive user interfaces On-demand services Personalized offerings …
  20. 20. Mobile First Data Expertise Boundless Experiences Platform Thinking Participation 5 Pillars to make your Customer Relations Future-Proof
  21. 21. Mobile First Data Expertise Boundless Experiences Platform Thinking Participation
  22. 22. Mobile first is not about responsive design. It is NOT about a new device.
  23. 23. Mobile First Data Expertise Boundless Experiences Platform Thinking Participation
  24. 24. Marketing is becoming
 CONSUMER SCIENCE
  25. 25. Not just data capturing in the digital world anymore
  26. 26. Products are becoming digital and are starting to collect data. Products are coming to life!
  27. 27. Belgian fashion retailer JBC now tags all of its clothes with RFID chips. The generated data improve their logistical and purchasing processes. This technology is invisible to clients but the benefits are clear: faster and better in-store service
  28. 28. Fantastic story: Schindler, leader in the elevator market, wants to create the perfect 'passenger experience' for people in an elevator
  29. 29. Sensors help to make sure elevators are never out of order. They also help with predictive maintenance, which is a crucial step towards creating the perfect passenger experience.
  30. 30. “By 2020, all our products will be connected with the web and with each other” Hier beelden van hun telefoons, televisies, maar ook hun wasmachines, frigo’s, stofzuigrobots….
  31. 31. But make no mistake! The winners will be the experts in data management!
  32. 32. A crucial data philosophy: Return for the USER > Return for the Company
  33. 33. Mobile First Data Expertise Boundless Experiences Platform Thinking Participation
  34. 34. Making life fast, easy and fun for customers
  35. 35. Uber owes its success largely to the fact that you 'don't have to pay. Automating the hustle of payment is probably the smartest thing Uber did.
  36. 36. Towards a fully automated and faster-than-real-time customer experience
  37. 37. “We’ll make sure that people won’t have to think about day to day operational tasks anymore. ”
  38. 38. Mobile First Data Expertise Boundless Experiences Platform Thinking Participation
  39. 39. It’s not just about building a product, it is also about building a platform to scale the product rapidly.
  40. 40. Zalando as the amazon web services of the retail industry
  41. 41. Platform thinking: Turning your brand into a service platform
  42. 42. Mobile First Data Expertise Boundless Experiences Platform Thinking Participation
  43. 43. Double participation Customer Participation Employee Participation
  44. 44. Mobile First Data Expertise Boundless Experiences Platform Thinking Participation How would you rate your company on each of these pillars?
  45. 45. Mobile First Data Expertise Boundless Experiences Platform Thinking Participation Cases of companies that are building their customer relations on these 5 pillars
  46. 46. Cases of companies that are building their customer relations on these 5 pillars Overused example: Uber Mobile First Data Expertise Boundles s Experien ces Platform Thinking Participa tion Uber is mobile only Using data to optimize routes + customer & driver selection Push 1 button and the magic happens Other companies can use the network, e.g. Home Depot Drivers are often consumers
  47. 47. Cases of companies that are building their customer relations on these 5 pillars Technology example: Samsung Mobile First Data Expertise Boundles s Experien ces Platform Thinking Participa tion Connecting all devices by 2020 and creating their own mobile product line Driver in the IoT world, creating oil wells through data Creating faster than real time customer applications Other companies can tap into the smart home solutions Development community using their platforms
  48. 48. Cases of companies that are building their customer relations on these 5 pillars Big corporate example: KBC Belgium Mobile First Data Expertise Boundles s Experien ces Platform Thinking Participa tion Leading the market through mobile applications Consumer science: real-life A/B test to create the best platforms Extreme user-friendly websites and online tools Created a start-up platform: start-it Marketing campaigns to involve entrepreneurs and their customers in finding business opportunities
  49. 49. Cases of companies that are building their customer relations on these 5 pillars Start-up example: Kiwi.ki: creating keyless entrance to houses and buildings Mobile First Data Expertise Boundles s Experien ces Platform Thinking Participa tion Creating RFID badges to enter buildings or via Apple watch app Understand the habits of people entering houses Extremely convenient for users to enter houses They want to connect all the doors to increase service possibilities Users can use the platform to share access possibilities with third parties. Long-distance door control.
  50. 50. Not just impact on customers anymore,
 also need for impact on society
  51. 51. Towards Future proof-customer Relations. Good luck!
  52. 52. If you enjoyed this deck, please share it with your network.
  53. 53. Check out www.youtube.com/stevenvanbelleghem for more ideas on the future of customer relations.
  54. 54. Towards Future-proof Customer Experiences Steven Van Belleghem
  55. 55. Thank you Contact info steven

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