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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About Steven Three time bestselling author (foto’s drie boeken) International keynote speaker Entrepreneur (logo’s, Nexxworks, Zembro, Snackbytes) www.stevenvanbelleghem.com
1 The impact of technology on customer behavior
Automation of everyday life Faster than real time service Just for you Personalization Impact on users Invisible for users Machine learning Behind the scenes robots Data analytics Sensors collecting data WiFi everywhere
Autonomous vehicles use data, sensors and machine learning to create a fantastic user experience Impact on users Invisible for users Sensors collecting data Machine learning 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 Impact on users Invisible for users Data analytics Sensors collecting data WiFi everywhere
Radiomaze uses existing WiFi signals to install an automated security system. Impact on users Invisible for users Data analytics WiFi everywhere
Impact on users Invisible for users Data analytics WiFi everywhere Sensors collecting data
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
Automated experience More personalized service Enhanced experiences More accurate information available Easier interfaces …
Evolution of customer experiences 1. Offline customer experience 2. Digital customer experience 3. Mixed reality experiences
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
Towards Mixed Reality Customer experiences Hier foto’s van Meta, Hololens en andere augmented reality toestellen (geen oculus of andere Virtual Reality spullen)
Impact of mixed reality on customer experience Your top technical experts do not need to visit all the customers at home; they can advise multiple service reps via mixed- reality tools Company HQ Customer House Customer Service Rep Visit Top technical expert Add Mixed Reality
New experiences thanks to automation visuals met robots, driverless cars, drones….
Technology is enabling consumers to become entrepreneurs by lowering entry barriers and giving them access to a network.
Physical products will soon transform into data met visuals met sensors, camera’s, smart devices….
We are entering a world of RADICAL TRANSPARENCY Shopping data will result in truly personalized offers Health data will help you live a healthier life Map data will help you improve mobility …
Leading towards changing CUSTOMER behavior Faster than real time Zero tolerance for digital failure Perfect information Intuitive user interfaces On-demand services Personalized offerings …
5 Pillars to make your Customer Relations Future-Proof Participation Platform Thinking Boundless Experiences Data Expertise Mobile First
Participation Platform Thinking Boundless Experiences Data Expertise Mobile First