HARNESSING THE POWER OF CONNECTIONPlugging into Generation “C”
@BrianVellmure http://www.brianvellmure.com
Brian Vellmure Executive, Analyst, Consultant, Speaker, Writer
Customer Experience, Acquisition, & Retention Social Business CRM Future & Innovation
JUDGE A MAN BY HIS
QUESTIONS
@BrianVellmure http://www.brianvellmure.comIMAGE CREDIT: FastCoDesign.com - prototype for Google Glass
RATHER THAN BY HIS
ANSWERS
- VOLTAIRE
@BrianVellmure http://www.brianvellmure.comIMAGE SOURCE: URBEINGRECORDEDcom
a world where everyone
has access to anything or anyone from anywhere.
What would you do to thrive?
CONNECTIONS
@BrianVellmure http://www.brianvellmure.com
+4% +58% +4,377% +67%
UNIQUES STATS: ComScore State of the Internet Q1 - 2012
+58%+70%
WE’RE INCREASINGLY CONNECTED
@BrianVellmure http://www.brianvellmure.com
@BrianVellmure http://www.brianvellmure.com
BY THE WAY, IT’S NOT JUST PEOPLE CONNECTING
In 2008, the number of “things” connected to the internet exceeded the number of people on the planet.
By 2020, there will be more than 50 Billion “things” connected. Source: Dave Evans, Cisco
WHAT HAPPENS WHEN WE CONNECT?
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@BrianVellmure http://www.brianvellmure.com
@BrianVellmure http://www.brianvellmure.com
WHAT’S DIFFERENT?
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SMARTER AND FASTER CONNECTIONS
SMARTER & FASTER CONNECTIONS
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SMARTER AND FASTER CONNECTIONS
@BrianVellmure http://www.brianvellmure.com
SMARTER AND FASTER CONNECTIONS
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FOR THE WORLD TO SEE
INTERACTIONS ARE NOW ON STAGE
... and respond to
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@BrianVellmure http://www.brianvellmure.com
Binders full of women
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@BrianVellmure http://www.brianvellmure.com
FOR THE WORLD TO ANALYZE
INTERACTIONS ARE ARCHIVED
... and respond to
1. Smarter and faster connections leading to exponential global connectedness
2. Many digital interactions are on a stage for the world to see (and respond to)
3. Digital Interactions are archived for the world to analyze
IN SUMMARYCONNECTIONS SUMMARY
THE DIGITIZATION OF EVERYTHING
Portrait by Popeye Francom
@BrianVellmure http://www.brianvellmure.com
THE DIGITIZATION OF EVERYTHING
@BrianVellmure http://www.brianvellmure.com
THE DIGITIZATION OF EVERYTHING
MEDIA
CONTENT
BOOKS
MUSIC
BIOLOGY
MANUFACTURING - 3D PRINTING
BRAIN
ECOLOGY
MOVEMENTMACHINESINTERACTIONS
LOCATION
“Every industry that becomes digital eventually becomes
free”
Chris Anderson
@BrianVellmure http://www.brianvellmure.com
@BrianVellmure http://www.brianvellmure.com
THE DIGITIZATION OF EVERYTHING
If the typical worker in 1982 wanted to purchase
something with compu;ng power of an
iPad2, it would have cost more than 360 years worth of wages.
@BrianVellmure http://www.brianvellmure.com
THE DIGITIZATION OF EVERYTHING
@BrianVellmure http://www.brianvellmure.com
Drop in DNA Sequencing CostHuge Drop in Cost of computing power - inverse of Moore’s
LawBut remember, everything is becoming digitized, even our
DNA
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WHAT DOES ALL OF THIS MEAN FOR THE CUSTOMER EXPERIENCE?
@BrianVellmure http://www.brianvellmure.com
Help me accomplish
what I’m trying to do
Help me feel good
@BrianVellmure http://www.brianvellmure.com
INFINITE NEW PATHWAYS ARE OPENING UP
@BrianVellmure http://www.brianvellmure.comIMAGE SOURCE: URBEINGRECORDEDcom
In a world where everyone
HAS access to anything or anyone
from anywhere,
how WILL you compete?
Let’s rephrase the question...
NEW MANDATES AND OPPORTUNITIESin a connected world
SPEED OF INNOVATION SURPASSING CAPABILITIES OF TRADITIONAL ORGANIZATIONS
“Competitive Intensity has more than doubled in the last
40 years”
“Brand disloyalty is increasing among consumers, particularly the younger
generation”
@BrianVellmure http://www.brianvellmure.com
“Big companies are losing their leadership position at an
increasing rate”
“Winning companies are barely holding on, while losers experience rapidly deteriorating performance”
“Greater access to information and choices boost consumer power”
SOURCE: IBM 2012 CEO Study @BrianVellmure http://www.brianvellmure.com
@BrianVellmure http://www.brianvellmure.com
@BrianVellmure http://www.brianvellmure.com
New frontiers of intelligent recommendations for customers and agents
Deeper Customer Profiles
Amplifying Digital Advocacy
Deeper customer insights (customer journey, more intelligent customer clusters/segments)
Leveraging the power of the crowd (Crowdsourcing)
Creating and nurturing the power of connected communities
KEY QUESTIONS
@BrianVellmure http://www.brianvellmure.com
How will you aggregate digital interactions into your customer profiles, and use it to serve them better?
How will you leverage the collective intelligence of your networks to learn, analyze, innovate product
and service offerings, serve your customers better, and encourage them to advocate on your behalf?
How can you engage with your prospects and customers more effectively at each touchpoint in the
customer journey?
THANK YOU.Let’s continue the dialogue.
@BrianVellmure
http://www.brianvellmure.com