Alex Davis@alex_intuit [email protected]
Forming deep relationships with your clients in a digital age: How to beat the robots at the communication game
WiFi: QBConnect No password required#QBConnect
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
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