Thinking DifferentlyMegan Neale

@NealeMegan

flo™

400+brands

14 > €1bn172000 colleagues

48CECs 700+advisors

8 regions€48bn t/o

60% outsourced50% self service

98 markets

1bnrelationships

2bn per day

le call customer service

Yesterday Today Tomorrow

Messaging Artificial intelligenc

eMobile first strategies

Peer to peer engagement

On demand service models

The fluid workforce &

sharing economy

TRUST is the currency of the new digital age

the digital shift is creating exponential relationship opportunities

LimitlessRelationships = Insight

Remove Boundaries

What

Why

How

Customers

ContactCentres

Rest of business

Friends / word of mouth

CorporateDigital Assets

Social Media

Operations

Digital

Ratings & reviews

High trustFinite

resources

Lowengagement

Customer Experience Now

NewWays of Working

NewTechnology

Digital People

Solution

The contact centre may not always the best place to help a customer

ServiceEcosystem

New waysof working

The creativity & ingenuity of human

talent is subdued by the mundane, repetitive, routine & uninspiring tasks that eat up 80%

of our daily lives

Artificial Intelligence

NewTech

Puttingcustomers

at the heart of a serviceecosystem

Customers

Friends

Social Media

Ratings & reviews

Paid peers on demand

Brand FansCustomers

helping customers

Rest of business

employees

Contact Centre

Partners / Suppliers

High engagementCorporate

DigitalAssets

Limitlessresourcing

High Trust

Thinking DifferentlyMegan Neale

@NealeMegan

flo™