Harnessing the power of connection

HARNESSING THE POWER OF CONNECTIONPlugging into Generation “C”

@BrianVellmure http://www.brianvellmure.com

Brian Vellmure Executive, Analyst, Consultant, Speaker, Writer

Customer Experience, Acquisition, & Retention Social Business CRM Future & Innovation

JUDGE A MAN BY HIS

QUESTIONS

@BrianVellmure http://www.brianvellmure.comIMAGE CREDIT: FastCoDesign.com - prototype for Google Glass

RATHER THAN BY HIS

ANSWERS

- VOLTAIRE

@BrianVellmure http://www.brianvellmure.comIMAGE SOURCE: URBEINGRECORDEDcom

a world where everyone

has access to anything or anyone from anywhere.

What would you do to thrive?

CONNECTIONS

+4% +58% +4,377% +67%

UNIQUES STATS: ComScore State of the Internet Q1 - 2012

+58%+70%

WE’RE INCREASINGLY CONNECTED

BY THE WAY, IT’S NOT JUST PEOPLE CONNECTING

In 2008, the number of “things” connected to the internet exceeded the number of people on the planet.

By 2020, there will be more than 50 Billion “things” connected. Source: Dave Evans, Cisco

WHAT HAPPENS WHEN WE CONNECT?

WHAT’S DIFFERENT?

SMARTER AND FASTER CONNECTIONS

SMARTER & FASTER CONNECTIONS

FOR THE WORLD TO SEE

INTERACTIONS ARE NOW ON STAGE

... and respond to

Binders full of women

FOR THE WORLD TO ANALYZE

INTERACTIONS ARE ARCHIVED

... and respond to

1. Smarter and faster connections leading to exponential global connectedness

2. Many digital interactions are on a stage for the world to see (and respond to)

3. Digital Interactions are archived for the world to analyze

IN SUMMARYCONNECTIONS SUMMARY

THE DIGITIZATION OF EVERYTHING

Portrait by Popeye Francom

CONTENT

BIOLOGY

MANUFACTURING - 3D PRINTING

ECOLOGY

MOVEMENTMACHINESINTERACTIONS

LOCATION

“Every industry that becomes digital eventually becomes

free”

Chris Anderson

If the typical worker in 1982 wanted to purchase

something with compu;ng power of an

iPad2, it would have cost more than 360 years worth of wages.

Drop in DNA Sequencing CostHuge Drop in Cost of computing power - inverse of Moore’s

LawBut remember, everything is becoming digitized, even our

WHAT DOES ALL OF THIS MEAN FOR THE CUSTOMER EXPERIENCE?

Help me accomplish

what I’m trying to do

Help me feel good

INFINITE NEW PATHWAYS ARE OPENING UP

@BrianVellmure http://www.brianvellmure.comIMAGE SOURCE: URBEINGRECORDEDcom

In a world where everyone

HAS access to anything or anyone

from anywhere,

how WILL you compete?

Let’s rephrase the question...

NEW MANDATES AND OPPORTUNITIESin a connected world

SPEED OF INNOVATION SURPASSING CAPABILITIES OF TRADITIONAL ORGANIZATIONS

“Competitive Intensity has more than doubled in the last

40 years”

“Brand disloyalty is increasing among consumers, particularly the younger

generation”

“Big companies are losing their leadership position at an

increasing rate”

“Winning companies are barely holding on, while losers experience rapidly deteriorating performance”

“Greater access to information and choices boost consumer power”

SOURCE: IBM 2012 CEO Study @BrianVellmure http://www.brianvellmure.com

New frontiers of intelligent recommendations for customers and agents

Deeper Customer Profiles

Amplifying Digital Advocacy

Deeper customer insights (customer journey, more intelligent customer clusters/segments)

Leveraging the power of the crowd (Crowdsourcing)

Creating and nurturing the power of connected communities

KEY QUESTIONS

How will you aggregate digital interactions into your customer profiles, and use it to serve them better?

How will you leverage the collective intelligence of your networks to learn, analyze, innovate product

and service offerings, serve your customers better, and encourage them to advocate on your behalf?

How can you engage with your prospects and customers more effectively at each touchpoint in the

customer journey?

THANK YOU.Let’s continue the dialogue.

@BrianVellmure

http://www.brianvellmure.com

brian@brianvellmure.com

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