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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™
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