The digital divide lynette koh

Bridging the Digital Divide

Transformation &

New Technologies

Every connection is a new opportunity™

New Technologies

Lynette Koh

Pitney Bowes (Asia Pacific)

Digital Divide

• Definition

• Implications to Post

May 7, 2013 PBI Internal use only 2

• New Technologies

Definition

Global

• Industrialized nations vs.

Social

• Within country

Democratic

• Usage of ICT vs. those


• Industrialized nations vs. developing nations

• Within country

• Information rich vs. poor

• Usage of ICT vs. those cannot & do not

“For in the 21st century, the capacity to communicate

will almost certainly be a key human right.

Eliminating the distinction between information rich

and information poor countries is also critical to

eliminating economic and other inequalities between

North and South, and to improving the quality of life


North and South, and to improving the quality of life

of all humanity.”

-Nelson Mandela

Out of the world population of ??,

how many are internet

7 Billion


how many are internet users?

As of June 30, 2012

2.4 Billion

34%

Facts & Figures




Staggering growth in Asia


Implications to Posts

Gen X Gen Y

Entertainment,

Content,


Gen X Gen Y Content,

Communication

80% used last month*

* 2010 study by Fiserv

Trends in communications

• almost any communication

can be done digitally

• digital costs less

• convergence of

communications media Cost

Security


communications media

formats

• increase in collaboration

• sharing of consumer

knowledge

Complexity

Cost

• Growing importance of declaring, tracking, and managing

preferences

• The Speed and Scale of Communications Has Changed — the

Need for “Now”

Trends in communications


• Consumer Power — Communications Control Shifts from

Sender to Receiver

• The Internet Has Evolved from Mass Broadcast Media to

Personalized Conversations

• Print Advertising and Direct Mail to Internet Advertising

(Including Direct E-mail)

The landscape has changed …permanently

The digital evolution will accelerate …


Will digital

become

Mainstream?

Which do you think your Post belong to?

Global Player

Regional diversifier


diversifier

Service provider

Traditionalist

Accenture Study


Survey audience: what do you think your

Post belong to?


Suggested Considerations for transforming in the Digital Age

You can’t simply apply digital technology to a closed

domestic network and expect it to transform the

business.


USO

Platforms &

ecosystems


Redefine:

PRIVACY,

SECURITY,

IDENTITY

Respect the

Consumer

Some New Technologies

Digital Mailbox


Smartlockers

E-commerce

Predictive Marketing


Digital Mailbox


Smartlockers

E-commerce




Source: 2012 InfoTrends


Estimated 2B paperless transactional documents in the US alone by 2015

= 7% of all transactional documents


Source: InfoTrends

Open Platform to Succeed



Digital Mailbox


Smartlockers

E-commerce



The Market Players




Digital Mailbox


Smartlockers

E-commerce



Facilitating Convenience

• Highly intelligent, multi-carrier, multi-site transportation management.

• Establish shipping rules by package size and weight

or recipient, or let senders choose based on other

factors.


factors.

• Handle all carriers through a single system - Work

with more than 200 of the most common LTL carriers or

use specialty carriers with custom rules and rates.

• Automate completion of documents required to ship

materials classified as hazardous by governmental

agencies.

Facilitating Convenience

• Domestic vs. Global

• Cross Border Fully landed Costs

• Prohibited Goods listing

•


• Classification Engine


Digital Mailbox


Smartlockers

E-commerce


Using Layering Technology

• Proponents of Direct Marketing

Right person


Right message

Right Time

Every customer is unique


Each Customer Relationship is not a straight path


A customer is more than a name and address


FemaleBetween 15 and 25 years of age

FemaleAge 22Buenos Aires, ArgentinaMarried

Female

Age 22

Buenos Aires, Argentina

Married with 3 children

Online consumer

Rents appartment

Owns 5 year old Toyata

Existing customer of one product

No life insurance

Part time job

Lives 5 minute drive time from my

branch/store

Match profile of my best customer

Prefers email correspondance

Customer interactions are no longer one flavor

Mail

Call Center Store

SMS

Social


Web

Mail Social

Media

Customer Preference

Successful relationships are based on integrated customer interactions


Source: Forrester Research, Inc

Do you meet customer needs at every stage of the relationship?

• Talk to them personally.

• Make every message

relevant.

• Communicate with them the


• Communicate with them the

way they prefer—web, text,

email, mail.

• Manage the conversation

across multiple interactions

• Learn from every interaction

Understand your customers and prospects better

• Integrate and cleanse data to get a more complete

view of each customer and prospect

• Model consumer behavior to improve sales,

marketing and other outreach efforts


– Predictive analytics and modeling software

– Profiling and segmentation software

– Location intelligence software

• Find new prospects who match

your most profitable customers

Conclusion

“The only thing constant in this world is change.”

by Heraclitus


Thanks for listening….

Questions?

Every connection is a new opportunity™

Questions?

Lynette Koh

Pitney Bowes (Asia Pacific)

Business

The digital divide lynette koh