Post on 21-Apr-2017
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
Invisible for usersImpact on users
Sensors collecting data
Behind the scenes robots
WiFi everywhere
Machine learningData analytics
Faster than real time service
Just for you Personalization
Automation of everyday life
Invisible for usersImpact on users
Sensors collecting data Machine learning
Data analytics
Autonomous vehicles use data, sensors and machine learning to
create a fantastic user experience
Invisible for usersImpact 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
Invisible for usersImpact on users
WiFi everywhereData analytics
Radiomaze uses existing
WiFi signals to install an
automated security system.
Invisible for usersImpact on users
WiFi everywhereData analytics
Sensors collecting data
Bron: NCTA
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
Enhanced experiencesMore
personalized service
More accurate information available
Easier interfaces
Automated experience
…
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
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
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
Health data will help you live a healthier life
Map data will help you improve mobility
Shopping data will result in truly
personalized offers…
Leading towards changing CUSTOMER behavior
Faster than real time Zero tolerance for digital failure Perfect information Intuitive user interfaces On-demand services Personalized offerings …
Mobile First
Data Expertise
Boundless Experiences
Platform Thinking
Participation
5 Pillars to make your Customer Relations Future-Proof
Mobile First
Data Expertise
Boundless Experiences
Platform Thinking
Participation
Mobile first is not about responsive design.
It is NOT about a new device.
Mobile First
Data Expertise
Boundless Experiences
Platform Thinking
Participation
Marketing is becomingCONSUMER SCIENCE
Not just data capturing in the digital world anymore
Products are becoming digital and are starting to collect data.
Products are coming to life!
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
Fantastic story: Schindler, leader in the elevator market, wants to create the perfect 'passenger experience' for people in an elevator
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.
“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….
But make no mistake!
The winners will be the experts in data management!
A crucial data philosophy:
Return for the USER > Return for the Company
Mobile First
Data Expertise
Boundless Experiences
Platform Thinking
Participation
Making life fast, easy and fun for customers
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.
Towards a fully automated and faster-than-real-time customer experience
“We’ll make sure that people won’t have to think about day to day operational tasks anymore. ”
Mobile First
Data Expertise
Boundless Experiences
Platform Thinking
Participation
It’s not just about building a product, it is also about building a platform to scale the product rapidly.
Zalando as the amazon web services of the retail industry
Platform thinking: Turning your brand into a service platform
Mobile First
Data Expertise
Boundless Experiences
Platform Thinking
Participation
Double participation
Customer Participation
Employee Participation
Mobile First
Data Expertise
Boundless Experiences
Platform Thinking
Participation
How would you rate your company on each of these pillars?
Mobile First
Data Expertise
Boundless Experiences
Platform Thinking
Participation
Cases of companies that are building their customer relations on these 5 pillars
Cases of companies that are building their customer relations on these 5 pillars Overused example: Uber
Mobile First
Data
Expertise
Boundless
Experiences
Platform
Thinking
Participation
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
Cases of companies that are building their customer relations on these 5 pillars Technology example: Samsung
Mobile First
Data
Expertise
Boundless
Experiences
Platform
Thinking
Participation
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
Cases of companies that are building their customer relations on these 5 pillars Big corporate example: KBC Belgium
Mobile First
Data
Expertise
Boundless
Experiences
Platform
Thinking
Participation
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
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
Boundless
Experiences
Platform
Thinking
Participation
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.
Not just impact on customers anymore,also need for impact on society
Towards Future proof-customer Relations.
Good luck!
If you enjoyed this deck, please share it with your
network.
Check out www.youtube.com/stevenvanbelleghem for
more ideas on the future of customer relations.
Towards Future-proof Customer Experiences
Steven Van Belleghem
Thank you Contact info steven