2016 SERVICE

A Future ServiceWorkshop

If it can happen in kenya

REVOLUTIONARY FACTORS AFFECTING SERVICE

Smart TechnologyFirst Fully Mobile Customers

M- CommerceVideo

Gen y , I-Gen Customers, Ageing UK

= Fragmentation and Need for speed

Renewal Move–on Up Sell

Introduction to Service

and adaptation

Mid Servi

ce Revie

ws

ServiceReview and Evaluation

Pre – AllocationAmbition Assessment

Service Cycle

Three Customer Profiles

1 2 3 Three Customer Deals

Predictive Profiling

Collaborative Learning via Bromford Connect

The 2016 Sign Up

Mobile as window to BromfordMobile as window to customer

Resolution by social collaboration

The 80/20 becomes the 90/10

LOW LEVEL COMPLAINTSLOW LEVEL ARREARS VISITS

LOW LEVEL SKILLS + SUPPORTLOW LEVEL ASB

PHYSICAL INTERVENTIONS REPLACED

Ease of Payment and Mobile Commerce

Intuitive voice, video and sms integrated within customer journey

The Home That Always Worked

M powered homes

M powered customers

GEO-MAPPED COMMUNITIESGEO-MAPPED CUSTOMERS

NETWORKED NEIGHBOURHOODS

Volunteer community managers

W11

HYPER LOCAL COMMUNICATIONS

discussion