First We Do Things Differently, Then We Do Different Things

83
Global Futures & Foresight First we do things differently... David Smith Chief Executive Global Futures and Foresight Copyright © 2017 Global Futures and Foresight Limited

Transcript of First We Do Things Differently, Then We Do Different Things

Page 1: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

First we do things differently...

David SmithChief Executive

Global Futures and ForesightCopyright © 2017 Global Futures and Foresight Limited

Page 2: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

David SmithChief Executive

Global Futures and ForesightCopyright © 2017 Global Futures and Foresight Limited

...then we do different things

Page 3: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Innovation

48 Years

1810 1858Ezra Warner of Waterbury, Connecticut patented the first can opener

Page 4: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

New approach to advice & service• 72% say improving

customer experience is top priority.

https://www.forbes.com/sites/shephyken/2017/01/07/10-customer-service-and-customer-experience-cx-trends-for-2017/#5da3c68275e5

http://www4.avaya.com/cala/comms/cem-spa/assets/25/img/ch4-article3-image.jpgCompanies lose $62bn due to poor customer service (US).

Page 5: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Future of retail• Digital to unlock $3tn

in value over 10 years in the US.

• 20% to 25% of U.S. malls will close by 2022. Credit Suisse

http://time.com/money/4801225/malls-closing-2022-credit-suisse/ https://newsroom.accenture.com/news/retailers-and-consumer-goods-companies-could-unlock-2-95-trillion-in-value-over-the-next-decade-accenture-strategy-study-finds.htm

http://www.brianvellmure.com/wp-content/uploads/2014/07/future-of-retail-shooper-marketing.jpg

Page 6: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Crossover• Amazon launches

a shoppable social network.

...and now sees the value of stores.

http://www.businessinsider.com/how-amazon-spark-social-network-works-2017-7

http://www.futureland.ae/wp-content/uploads/2016/12/amazongo.jpg

Page 7: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Context for future advice• Engagement

technologies creates different virtual, physical & digital experiences.

• Technologies will bring personalisation and predictive analytics.

https://go.forrester.com/wp-content/uploads/Forrester-2017-Predictions.pdf

http://blog.neosperience.com/hs-fs/hub/411533/file-2255567076-jpg/digital_marketing_trends.jpg

Page 8: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Page 9: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

With change comes risk• Root causes of declines in public companies’:

• 60% strategic risks.• 30% operational risks. • 10% financial risks.

Source: Society of Actuaries (2013) : Enterprise Risk Management: Looking Forward0

"the assumptions on which the organization has been built and is being run no longer fit reality.“ Peter Drucker

Digital models account for disappearance of half of the Fortune 500 since 2000.

Source: World Economic Forum, 2016

Page 10: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

1. Globalisation2. Technology3. Demographics & people4. Energy and Transport5. Changes in work 6. Consumption7. Environment

Mega trends

http://csr-news.net/main/2008/08/04/megatrends-and-the-future-of-corporate-social-responsibility/

Page 11: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresightwww.watchblog.com Source:PopulationResearchBureauwww.prb.org

Global population growth

Page 12: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

“The size of the world economy will tripleover the next four decades as emerging-market economies wield increasing power”

“World GDP to double within two decades”

Page 13: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Global middle class• In 5 years, 400m

people added to middle class

• 2/3 of the 4.9bn people to come from Asia-Pacific.

http://hotelmarketing.com/index.php/content/article/10_things_you_need_to_know_about_the_future_of_tourism

http://s213.photobucket.com/user/bujin_photos/media/_MG_8043.jpg.html

Page 14: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Ageing populations

Percentage of Global population over 60

700m

1.9bn

Page 15: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Global wealth’s silver liningBy 2020.• 40% of

consumption from over 65’s.

• Spending power of $12tn.BNP Paribas

http://bruegel.org/2017/04/embracing-the-silver-economy/

Page 16: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Millenials• By 2020.

– Wealth of $24tn. – Due to inheritance, income

growth, & entrepreneurial activities.

• 87% say corporate success is not only financial.

https://www.ubs.com/global/en/wealth-management/chief-investment-office/features/millennials.html

http://unothegateway.com/wp-content/uploads/2016/12/millennials-in-charge-640x302.png

Page 17: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Global Urban Consumption• To 2030:

– 9 consumer groups generate 75% of growth.

• Top 3 = 50%:1. Developed economies retirees.2. China’s working age pop’n.3. N.America’s working age.

McKinsey

http://www.mckinsey.com/global-themes/urbanization/urban-world-the-global-consumers-to-watch?cid=other-eml-alt-mgi-mck-oth-1603

https://assets.weforum.org/project/image/small_8ypi0X77vqfCQITGhYtQmBRytgOXrsyqSnUNvx-VHCo.jpeg

Page 18: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Automation revolution‘…happening 10 times faster and at 300 times the scale, or roughly 3,000 times the impact,’ of the Industrial Revolution.McKinsey

http://www.economist.com/news/special-report/21700761-after-many-false-starts-artificial-intelligence-has-taken-will-it-cause-mass

https://s.financesonline.com/uploads/2016/06/autom.jpg

Page 19: First We Do Things Differently, Then We Do Different Things

Global Futures& ForesightChange is coming

TECHNOLOGY & COMMUNICATIONS

Page 20: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Page 21: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Page 22: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Page 23: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Page 24: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Page 25: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

• 54% are very cynical about new technology, with consumers stating:

‘business growth or greed/money are the real impetuses behind innovation.’ Edelman

http://www.brandingstrategyinsider.com/2016/01/lies-and-the-declining-trust-in-brands.html#.VuloreIrLIU

http://www.ethandeceuster.com/wp-content/uploads/2016/06/sparkle.jpg

Demonstrating customer value is essential to any digital transformation.

Page 26: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Technological impact• By 2020 47% of revenue influenced by digital Forrester

• 87% believe digital tech will disrupt their industry.

Only 44% feel prepared. MIT Sloan

Page 27: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Consumers are more disruptive than businesses

• Consumers’ technology means they will constantly be faster at adapting than organisations.

https://www.digitalpulse.pwc.com.au/eight-trends-driving-digital-innovation-consumers-savvy-organisations/

https://www.google.co.uk/search?q=disruptive+consumers&espv=2&biw=1440&bih=775&source=lnms&tbm=isch&sa=X&ved=0CAcQ_AUoAmoVChMI0bvB0bSzyAIVSFsUCh3WmgIp#tbm=isch&q=consumers+technology&imgrc=4ogzWkRcNiyioM%3A

Page 28: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

A new economy

Digital tech – including automation- could render 40% of companies in the world today irrelevant in 10 years.

http://www.businessinsider.com/former-cisco-ceo-500-billion-connected-devices-by-2025-2015-11

http://chrisriddell.com/wp-content/uploads/2015/01/RC_BusinessDisruption.jpg

Page 29: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

First we do things differently

Page 30: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Then we do different things

Page 31: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

DisintermediationDigital Platforms• Music– itunes – Spotify

• Hotels– AirBnB

• Retail– Ebay, Amazon, Bought by many.

• Travel Agency– Trip Adviser – book hotels/not packages

• Lending/borrowing money– Zopa – direct to lender/cut out banks

• Insurance– Friendsurance & Guevara - P2P insurance

• Real Estate– Purplebricks, emoov, Tepilo, Zoopla

... And Uber for taxis of course

Page 32: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Three horizons

Page 33: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Horizon 1 Technologies maturing now

• Social• Telematics• Internet of Things• Wearables• Big data and analytics• Artificial Intelligence• AR and VR• Avatars• 3D printing• Blockchain• Zero UI

Page 34: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

A.I. interfaces replace

smartphones by 2020

Semantic searchnatural queries, past behaviour and multiple data points.

... and Smart Agents and Virtual Personal Assistants handle 40% of mobile interactions

Heralds the end of the Apps economy…

Page 35: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

The end of the smartphone era?

• 85% say wearable electronic assistants common in 5 yrs.

• Less need to touch a screen. • 50% say holographic screens

mainstream within 5 years.

http://www.kurzweilai.net/ai-will-replace-smartphones-within-5-years-ericsson-survey-suggests

https://cdn-images-1.medium.com/max/800/1*RDB7q2UG9KdBIANWiA0kgA.jpeg

Page 36: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Conversational commerce• By 2021 - Virtual

assistant installation exceeds 7.5bn.

• Could bots be the future commerce platform?– Conversational

commerce?

https://www.forbes.com/sites/rachelarthur/2017/07/19/conversational-commerce-ebay-ai-chatbot/#464040d81efbhttps://betanews.com/2017/05/19/digital-assistants-outnumber-people/

http://68.media.tumblr.com/2cbe391b009d24c729bc800688ac42c0/tumblr_inline_o5ubq0y4Hv1roucwv_500.png

Page 37: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

“When you put on the goggles, it’s different from anything I have ever experienced in my life,”

Mark Zuckerberg

Page 38: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

“When you put on the goggles, it’s different from anything I have ever experienced in my life,”

Mark Zuckerberg

Page 39: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

“When you put on the goggles, it’s different from anything I have ever experienced in my life,”

Mark Zuckerberg

Page 40: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Zero UI: computing without screens

• 50% of paid searches could be voice activated by 2020.

• New user experiences need:‒ A new set of design principles. ‒ A new marketing paradigm. ‒ Understanding are customers

involved at all stages.

https://www.mediapost.com/publications/article/301084/half-of-paid-searches-voice-activated-by-2020.html

Page 41: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Next phase of mobile

• AR and VR could form a $150bn market, disrupting mobile by 2020.

• 1.3bn mobile AR apps by 2019.

http://techcrunch.com/2015/04/06/augmented-and-virtual-reality-to-hit-150-billion-by-2020/http://www.wareable.com/ar/13-billion-mobile-ar-apps-in-use-by-2019-1015

http://www.overdigital.com/wp-content/uploads/2012/08/augmented_reality2.png

Page 42: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Mobility in everything

• By 2020 40% of wearables are forecast to have evolved into a viable alternative to smartphones.

https://wtvox.com/2015/06/consumers-expect-wearables-to-provide-full-healthit/?utm_source=dlvr.it&utm_medium=twitter

https://www.bbvaopenmind.com/en/internet-of-things-opportunities-and-challenges/

Page 43: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Ambient tech• By 2025• The global wearable

market to reach $22.3bn.

• By 2028 – 1 bn AR and VR.

http://www.businesswire.com/news/home/20170227005663/en/Enterprise-Wearable-Market-Reach-22-Billion-2025http://www.networkworld.com/article/3181889/consumer-electronics/how-ar-and-vr-can-reach-a-billion-users-before-2028.html

Page 44: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Internet of Things• Links people, process,

data and objects.

• £12tn value by 2022.• 100 x consumer data.

http://www.cisco.com/web/about/ac79/docs/innov/IoE_Economy_Insights.pdf

https://developer.ibm.com/bluemix/2015/11/23/future-of-cognitive-computing/http://sloanreview.mit.edu/article/if-you-think-big-datas-challenges-are-tough-now/

Channels a blend of AR, VR, online, IoT, haptic and physical

Page 45: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Social becomes architecture• Social media could form

new retail platforms.• Adviser, search engine

and booking agent.• Personalise the

experience based on your circumstances.

http://www.readwriteweb.com/archives/the_future_of_the_internet_is_converged_services.php

https://static01.nyt.com/images/2017/04/13/fashion/13STORE/13STORE-master768.jpg

Page 46: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

The mobile customer in context• Where am I?• What do I want?• Who’s around me?• Where am I going?• What would help me?

– Where– What– Who

Page 47: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Data• By 2020

– Digital universe grows to 507zb.

• The data-as-a-service business model is on the horizon.

https://www.meritalk.com/articles/year-2025-an-age-of-machine-learning-and-data-on-demand/http://www.digitalistmag.com/executive-research/bring-your-robot-to-work

https://2s7gjr373w3x22jf92z99mgm5w-wpengine.netdna-ssl.com/wp-content/uploads/2016/03/shutterstock_streaming_data_diagram_-Toria.jpg

The speed of analytics to multiply 30-fold by 2030. SAP

http://www.forbes.com/sites/bernardmarr/2016/03/15/17-predictions-about-the-future-of-big-data-everyone-should-read

Page 48: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Data is the life-blood of commerce• 50% say they don’t

have the digital skills they need.

• Only 30% of the value in data has been captured.

https://hbr.org/2017/07/nearly-half-of-companies-say-they-dont-have-the-digital-skills-they-needhttp://www.business-standard.com/article/international/data-storage-demand-to-multiply-four-fold-by-2025-117070500271_1.html

https://ncit.s3.amazonaws.com/s3fs-public/styles/main-image/public/service/photo/data-analytics-img.jpg?itok=yXca3DgC

Page 49: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Data implications‘By 2027 a significant proportion of personal income is likely to derive from the data people generate.’ Nicole Immorlica, Microsoft

http://www.forbes.com/sites/kevinmurnane/2016/12/07/future-tech-seventeen-microsoft-researchers-on-the-technology-of-2017-and-2027/#7a744a7c160e

http://blogs-images.forbes.com/teradata/files/2014/11/monetize1.jpg?width=960

An economy based on generating data through daily living results in a redistribution of wealth

Page 50: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Data implications• Shifts how consumers find

products.• Create opportunities for

‘trusted advisers’.• Armed with data insights,

consumers become ‘immune’ to traditional marketing.

http://www.afr.com/business/media-and-marketing/big-data-will-shift-the-way-consumers-find-products-says-deloittes-john-hagel-20160731-gqhz24

http://j-arellano.com/wp-content/uploads/2016/05/trusted-advisor.jpg

3 billion more people online 2016-2020

Page 51: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Digital transformations’ achilles heel?• Only 25% of companies

treat cyber-risk as a significant risk.

• Data breaches expected to total $2.1tn in 2019.

• Brand trust could easily be destroyed.

http://www.digitalistmag.com/executive-research/future-of-cybersecurity-trust-as-competitive-advantage

https://betanews.com/wp-content/uploads/2015/08/Broken-trust-600x397.jpg

Page 52: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

3D PrintingThe next trillion $ industry

• Airbus - 3D printed planes by 2050. • First “printed homes” built. • Commercial buildings will follow.• Transform manufacturing, insurance, pharmacy

distribution, logistics, retailing, food, surgery …

Source: Futurist Speaker, http://www.futuristspeaker.com/2012/05/transforming-the-future-of-the-insurance-industry/?goback=%2Egde_145854_member_118622940

Page 53: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

3D printed merchandise• 3D printers:

– Lowe’s uses technology to offer items no longer produced.

• Eg: door knobs and fixtures,

https://www.constellationr.com/content/nrf16-store-strikes-back

http://si.wsj.net/public/resources/images/BN-ID899_LOWES3_E_20150429135714.jpg

Page 54: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Unmanned Autonomous Vehicles

Page 55: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Transport options of the future

• It could be 10 times cheaper to take electric robo-taxis than to own a car by 2030.

http://bit.ly/2rB2Th9

https://media.treehugger.com/assets/images/2011/10/robo_taxi_passengers.jpg

Page 56: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Horizon 2 Technologies maturing within 10 years

• Holographics• Automation• Unmanned Autonomous Vehicles• Cognitive computing• Parallel Computing• Instant language translation• Haptic technology• Humanoid Robots• Vocal health diagnostics via ‘devices’• Next generation neuropharmacology

Page 57: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

New co-workers

Acroid 1 Shakira 2 Clooney 1

Page 58: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Decentralized Autonomous Corporations

• Fully automated companies.

• Raise huge sums of money without traditional intermediaries.

http://qz.com/695499/is-the-future-of-business-a-company-without-workers-managers-or-a-ceo/

https://webonanza.files.wordpress.com/2016/07/hands_code.jpg?w=529&h=332&crop=1

The ROI of an automated organisation could be 3-10 times the cost.

http://bit.ly/2rIJRoS

Page 59: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Horizon 3 Emerging technologies of 10yrs+

• Quantum computing• Prescriptive analytics• Smart dust• Programmable material• Neuroprosthetics• Brain-to-computer interfaces• Brain-to-brain interfaces• Geoengineering• Microscale 3D printing• Anti ageing interventions

Page 60: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Page 61: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Customer experience• 86% of marketers say

they will own the end-to-end customer experience by 2020.

• Only 5% of marketers say they can adapt and predict the customer journey.

http://www.business2community.com/customer-experience/86-marketers-will-customer-experience-2020-heres-need-know-01589610#c6M8IdTpewB4DURA.97http://www.the-future-of-commerce.com/2016/07/11/personalization-marketing-strategy/

https://pixabay.com/en/matrix-network-data-exchange-1013612/

Page 62: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Positive CX essential

89% of consumers will jump straight into the arms of a competitor when they have a negative experience.

https://medium.com/brand-experience/whitepaper-the-future-of-retail-2710ec75f088#.1subdpem9

http://d3olfrdxinh85x.cloudfront.net/wp-content/uploads/5-tips-for-communicating-with-unhappy-customers.jpg

Page 63: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Data and trust

https://www.cognizant.com/perspectives/return-on-trust-the-new-business-performance-indicator

2/3 of consumers believe their date is valuable and most expect some value in exchange.

Page 64: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Consumer care experience

82% of Asian execs expect on-demand customer service to be available by 2020.

https://www.eiuperspectives.economist.com/strategy-leadership/service-demand/infographic/service-demand-infographic

http://www.cleverbusinesswebsites.co.uk/images/resources/business-thinking/Customer_Service_today_adn_future.jpg

Page 65: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Social customer engagement• Of Social Media:

– 63% of Millennials use it to update brand knowledge.

– 46% for online purchases. – 86% of B2B use it during the

purchasing process.• Social main channel for

engaging customers by 2020.

https://www.entrepreneur.com/article/241268http://www.digitalistmag.com/executive-research/live-business-live-customer-experiences-for-the-digital-economy

http://www.business2community.com/customer-experience/86-marketers-will-customer-experience-2020-heres-need-know-01589610#Ev8EqUXkCqQcPt6P.99

http://cdn.rightoninteractive.com/wp-content/uploads/2014/09/customer-engagement.png

Page 66: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Distributed social video• By 2019

– 85% of net traffic via video

– 50% of commerce via mobile.

https://www.forbes.com/sites/steveolenski/2017/05/15/with-mikmak-latest-move-brands-can-expedite-path-to-purchase-instagram-snapchat/#44611fa445ee

Page 67: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Social VR• 75% to use

social VR apps at least once a week.

• Fusing of the online and physical.

https://www.fastcompany.com/40421014/survey-two-thirds-of-people-want-vr-to-be-social

http://img.sxsw.com/2015/spg_images/IAP43701.pnghttps://vrscout.com/news/facebook-oculus-avatars-social-vr/

Page 68: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

AI to shape customer interactions• Only 28% of UK CEOs

considering the impact of AI on their businesses.

• By 2025 AI could be powering 95% of all customer interactions.

http://pwc.to/2jxcRuMhttp://contact-centres.com/ai-will-power-95-customer-interactions-2025-says-servion/

http://www.itnewsafrica.com/wp-content/uploads/2017/02/artificial_intelligence_benefits_risk-300x225.jpg

Page 69: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Personalisation• 89% of millennials

want personalistion when they visit stores.

• Only 18% see it from retailers today.

http://banknxt.com/59119/happy-miles/http://www.slideshare.net/FITCH_design/retail2020-pdf

http://cached.imagescaler.hbpl.co.uk/resize/scaleWidth/450/offlinehbpl.hbpl.co.uk/news/TIC/Eventprofs_Chat_Personalisation-20160519095727201.jpg

New models and markets

Page 70: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Value based pricing• Payment according

to use and circumstances, rather than flat-rate pricing, becoming the norm.– i.e Netflix and Spotify.

https://marketingweek.imgix.net/content/uploads/2015/06/Product_personalisation.png?auto=compress,format,&crop=faces,entropy,edges&fit=crop&q=60&w=980&h=600

Page 71: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Flexible models

• By 2019, 50%+ of all industries will price & package their offerings as services with flexible pricing models.

http://bit.ly/2qQUZ2J

http://www.avestatechnologies.com/img/business-model.jpg

Page 72: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Sharing economy• By 2025:

– UK’s 5 key sharing economy sectors grow from £7bn to £140bn

http://bit.ly/29bVFYK

https://www.thersa.org/globalassets/images/blogs/sharing-economy-group-people-graphic-600.jpg

X20

Page 73: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Tomorrow’s consumer: an algorithm

• Business algorithms will be making the offers, while consumer algorithms will be making the buying decisions.

http://www.linkedin.com/today/post/article/20130708113252-17102372-the-consumer-of-the-future-will-be-an-algorithm

http://www.xcubelabs.com/blogs/wp-content/uploads/xSoMoBi2-01-copy.png

Page 74: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Post sales service ripe for automation• 60% of contact centre

leaders believe calls will fall over 5 years.

• 40% say it may fall to zero over the next 10 years. McKinsey

https://www.mckinsey.it/idee/winning-the-expectations-game-in-customer-care

https://www.mycustomer.com/sites/default/files/styles/banner/public/artificial%20intelligence%20customer%20service.jpg?itok=ImIZQ8r2

Page 75: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

The rise of the trusted advisor• Convergence of advanced

analytics and context-specific data.

• Proactive recommendations, supporting the client’s goals.

http://techonomy.com/2016/12/a-future-of-trusted-advisors-loyalty-to-the-customer-not-customer-loyalty/

http://lakeforestgroup.com/wp-content/uploads/2016/11/Trusted-Advisor.jpg

Not just meeting expressed needs.

Page 76: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Advice subscription packages• A monthly fee acts as a

gateway to a more direct and personal advice service.

• A paid-for starter service is not that far-fetched –consider Netflix.

http://citywire.co.uk/new-model-adviser/news/why-a-monthly-fee-will-make-more-people-pay-for-advice/a991131

https://lemonstand.com/resources/ls2-production-website/images/subscriptions/FlexibleSubscriptionBillingPlans.png?1498688505

Page 77: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Sales (advice) as a Service• Pepper (a robot)

starts a conversation and assist you in buying products.

• In 2020, the first stores could open with this service.

http://www.the-future-of-commerce.com/2016/09/28/in-2020-customer-experience-will-look-like-this/

https://i.ytimg.com/vi/kCFYw8mIqcc/maxresdefault.jpg

Page 78: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Self service• Many customers will pay

more for convenience.– 20% according to HBR

study.• 70% of consumers

expect self-service for handling questions and complaints.

https://www.salesforce.com/blog/2017/05/self-service-future-customer-service.htmlhttps://www.fastcompany.com/3013177/why-the-future-of-customer-service-is-self-service

https://media.licdn.com/mpr/mpr/AAEAAQAAAAAAAAhWAAAAJDc1OWI3MzMzLTkyMTAtNGI2Zi1iNDIxLTY0YTJiMGI4ZmJkNA.jpg

Page 79: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Proactive XS is the new black• Leverage the IoT and

predictive analytics.• Increase customer

satisfaction by ensuring service levels are met.

• Machine learning to provide contextual and effective customer service.

http://www.digitalistmag.com/customer-experience/2017/06/12/proactive-customer-service-is-new-black-05138987

https://www.mycustomer.com/sites/default/files/styles/banner/public/istock_hong_li_social_service.jpg?itok=zZAWnA9g

Page 80: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Proactive advice• Faster than real-time• 51% of consumers expect

that by 2020 companies will anticipate their needs and make relevant suggestions.

https://www.salesforce.com/blog/2016/12/consumers-want-more-personalized-marketing.html

https://c1.sfdcstatic.com/content/dam/blogs/us/August2015/fast.jpg

Page 81: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Digital consumers equal disruption

• Digital models account for disappearance of half of Fortune 500 since 2000.

• We need to be able to learn blindingly fast and produce with agility.

Source: World Economic Forum, 2016, Bloomberg, 2014,

http://robllewellyn.com/wp-content/uploads/2016/02/digital-business-model-1024x597.jpg

Page 82: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

Future business models

‘Future winners will actively disrupt current business models, including their own.’

WEFhttps://www.weforum.org/agenda/2015/06/whats-the-future-of-pharmaceuticals/

Page 83: First We Do Things Differently, Then We Do Different Things

Global Futures& Foresight

If you want to get ahead – you need to look ahead

( +44 7932 408901

( [email protected]

Imagine itThank you

www.linkedin.com/in/dasmithwww.thegff.com

davidsmithgffgfftvhttp://elm.neworldiq.com

Available at www.thegff.com