Business Disrupted: 20 Innovations That Could Forever Change Your Customer Experience Keith Farley October 2, 2017
and I feel fine. October 2, 2017
Change It s revolutionary Agricultural: Circa 10,000 BC Industrial: 1760-1840 Digital: 1960s Internet: 1982 Web: August 23, 1991 Social: July 2003 Mobile: June 29, 2007 Time Sir Tim Berners-Lee
Fly me to the moon Flat: 0.001 cm 1 fold: 0.002 cm 2 folds: 0.004 cm 10 folds: 1.024 cm 17 folds: 131 cm, or just over 4 feet 25 folds: 1100 feet (Empire State Building) 30 folds: 6.5 miles (planes fly) 40 folds: 7000 miles (satellites orbit) 45 folds: 250,000 miles (distance to the moon) 46 folds: The moon, and back.
Change Change Exponential growth Time Time
Trends & Foresights
How to look at innovation 1. Is this technology relevant to my business? 2. How could this technology impact my customers, my employees? 3. Could this technology make one of our core competencies more or less valuable? 4. Could a competitor use this technology to launch a new business model that would have a strategic advantage? 5. How could a new entrant use this technology to disrupt (or destroy) my business?
Trends & Foresights Millennial Generation Sharing Economy Wearable Tech Social 3D Printing Geo-Tracking Robotics Artificial Intelligence Big Data Decentralized Currency P2P Commerce User-Generated Content Live Streaming, Life Streaming Augmented Reality Virtual Reality Internet of Things (IoT) Life on Screens Keyless, Watchless, Walletless Society Nano-Tech, Health-Tech and IoU Anticipation, Automation Virtual Visits Biometrics in Security Self-Driving Cars Death of Privacy Personalization Drones
Crash course: Millennials Currently between the ages of 16 & 37. 50% of workforce by 2020. Waiting longer to get married, waiting longer to have kids. Had cell phones and internet in school. Me, Now and 40% prefer phone over car. Not freaked out by the upcoming slides.
Mutiny on the Bounty For many established companies, the leadership model rewards tenure and experience. In this model, Millennials, who represent the future customer-base, are at the bottom of the level of influence. The opposite is true for digital companies and startups... CEO Vice Presidents Middle Managers Supervisors Ronald Nelson, Avis - 65 Ryan Graves, Uber - 34 Employees
Ye Olde Inverted Pyramid We must invert the pyramid. It is critical for leadership to embrace the voice of Millennials the voice of the future. And, put customers at the top... Customers Employees CEO Employees Vice Supervisors Presidents Supervisors Middle Managers Middle Managers Vice Supervisors Presidents Vice Presidents Employees CEO
Sharing Economy
Wearable Tech
Social
3D Printing
Geo-Tracking Convenience vs. Privacy Relevance Safety Savings
Robotics
Artificial Intel (AI)
Big Data: Internal Effective CRM leads to predictive analytics Target shopper Jenny W., who is 23, lives in Atlanta and in March bought cocoa-butter lotion, a purse large enough to double as a diaper bag, zinc and magnesium supplements and a bright blue rug. Target knows there s an 87% chance that she s pregnant and that her delivery date is sometime in late August
Big Data: External
Decentralized Currency
P2P Commerce
User-Generated Content
From User-Generated Content to Generating Some Serious Cash 2017 Estimated Net Worth: $225M (Chrome-Plated Fiskar Karma Hybrid)
Live Streaming & Life Streaming From Periscope s website: Just over a year ago, we became fascinated by the idea of discovering the world through someone else s eyes. What if you could see through the eyes of a protester in Ukraine? Or watch the sunrise from a hot air balloon in Cappadocia? It may sound crazy, but we wanted to build the closest thing to teleportation. While there are many ways to discover events and places, we realized there is no better way to experience a place right now than through live video. A picture may be worth a thousand words, but live video can take you someplace and show you around.
Augmented Reality
Virtual Reality
Internet of Things (IoT) Less than 1% of the things in the physical world are currently connected, expected to grow 500% to 50 billion things by 2020. Source: Internet of Things Cisco
Don t Leave Home Without It
Keyless, Walletless, Watchless Society
Nano Tech, Health Tech and IoU
Anticipation, Automation
Virtual Visits
Biometrics in Security
Self-Driving Cars
Self-Driving Cars "One wants to drive a Porsche by oneself. An iphone belongs in your pocket, not on the road. Oliver Blume, Porsche CEO February 2016
The Death of Privacy?
The Birth of Personalization?
Big Brother, Big Bother, or Big Help?
One More Thing: Drones
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