Alex Davis@alex_intuit alex_davis@intuit.com

Forming deep relationships with your clients in a digital age: How to beat the robots at the communication game

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Get to know you

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The impact of AIWe are about to the witness the next revolution

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Machine Learning is a type of artificial intelligence (AI) which focuses on the creation of computer programs that can teach themselves to evolve and grow when exposed to new data

What is it?

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Machine Learning

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Exponential growth

Time

Num

bers

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160,000,000

140,000,000

120,000,000

100,000,000

80,000,000

60,000,000

40,000,000

20,000,000

0 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013

Number of Device Owners (Smartphones and Tablet)

Num

ber o

f Dev

ice

Ow

ners

Source: Mobile/Tablets 3 month average ending June 2013

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Disruption

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Disruption

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By 2017 all assessments to be marked by software

Proven increase in accuracy

Disruption

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Oxford University predict 1 in 2 jobs are at risk

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60% of primary school children will have jobsthat do not currently exist

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However…..

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The amount of bank tellers have doubledsince the ATM was introduced

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• Can they share relevant information?

• Can they offer comparisons?

• Can they offer advice?

• Can they offer advice without context?

• Can they offer advice relating to our personal context?

• Can they connect with us?

Let’s put it to the test

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“If robots will do everything, what will humans do?”

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High volume, repetitive, predictable tasks

VSNovel situations, empathy, unknown context

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The trusted advisor

Trusted advisor

Outcomes based

Experience based

Fact based

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The trusted advisor

Trusted advisor

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Needs and wants

Driven by

Problems and opportunities

The focus is on value

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Problems and opportunities are personal

TODAY

VS

TOMORROW

RISKS

&

REWARDS

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Rewards

… what could you do differently if you achieve?

…now will this make your life better?

Tomorrow

… what are you currently trying to achieve?

… what are your plans for?

Today

… tell me how you currently do…..

… What problems does this cause?

Examples….

Risks

… what things will get in the way?

.. What happens if you don’t make the change?

Exercise 1

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NEEDS WANTS SOLUTION VALUE ACTION

So what?

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Leading our clients out of the desert

Wants and needs

• I want to make more money

• I want more time

• I want to grow

• I want to save money

• I want to feel in control

Real-timeAccess any where Access any deviceMore accurate dataLess data inputNo back upsMore secureNo software updatesMinimal IT infrastructureConnect with other softwareGet better insightsShare information easily Collaborate Professional invoicingEasy to use

Exercise 2

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How do the robots deal with fear?

Fear of change

• Loss of control

• Uncertainty

• Loss of face

• Concern about competence

• Past experiences

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Novel situations, empathy,unknown context

Value driven – customer obsessed!Anticipate fear

Stats tell…. Stories sell

How to beat the robots at the communication game

Questions?

Access the presentation materials via: The QuickBooks Connect 2017 Conference App

orSlideshare at: http://www.slideshare.com/tag/QBCUK17