Engage 2013 - Using video to connect with customers and employees

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This session will show how contemporary video technologies are changing the game both in the office and beyond.


  • 1. Using video to connect with customers and employees. Scott Jansen Principal Architect Mike Kasal Solutions Architect

2. Psychology of Collaboration 3. Psychology of Collaboration 55% of communication is non verbal Tone 38% Is done by our tone of voice. 7% Related to the words and content Visual Content Barbour and Koneya (1976) 4. Polling Question Do you use video in your daily life? (Work or Home) No, we do not have any plans to do so Yes, but we need some help on how to get started View Result www.avtex.com/engage 5. Importance of User Experience The customer experience should be a reflection of everything that makes up your brand not just the products or services, but its attitudes, values and key differentiation. - Harley Manning, Vice President, Research Director for Customer Experience at Forrester Research 6. Importance of User Experience 86% of consumers will pay more for a better customer experience. - RightNow Customer Experience Impact Report 2011 89% of consumers began doing business with a competitor following a poor customer experience. - RightNow Customer Experience Impact Report 2011 7. Key Collaborative Productivity Platforms 1 Billion 300 Million 30 50 Million 100 Million 500 Million 20 Million 1 Billion 8. Key Collaborative Productivity Platforms YouTube 1 Billion unique users/month 100 hours/minute6 Billion hours watched/month 70% outside of US Reaches more US Adults (18-34) than Cable 9. Social Media and the User Experience 1 Share = 6 views 45% Increase in Conversion 10. Polling Question Will Video impact how your company reaches its customers? No, will continue down with our current methods Yes, but we need some help on how to get started View Result www.avtex.com/engage 11. Who is using social networking sites? % of Internet Users within each group who use social network sites 70% White, non Hispanic 75% Black, non Hispanic 80% Hispanic Pews Research Centers Internet & American Life Project Spring Tracking Survey, April 17th May 19th, 2013 Margin of Error +/- 2.5% 89% 18 29 78% 30 49 60% 50 64 43% 65+ 67% No High School Diploma 72% High School Grad 73% Some College 72% College+ 75% Less than $30,000 / yr 72% $30,000 $49,000 74% $50,000 - $74,999 71% $75,000+ 74% Urban 71% Suburban 69% Rural 70% Men 74% Women 72% Internet Users 12. Social Media Consumption http://www.edelmandigital.com/2011/05/16/social-media-mapping-apac-%E2%80%93-facebook-marches-on/ 13. How web video powers global innovation Rise of web video is driving a worldwide phenomenon Called Crowd Accelerated Innovation A self-fueling cycle of learning that could be as significant as the invention of print. However, to tap into its power, organizations will need to embrace radical openness. http://www.ted.com/talks/chris_anderson_how_web_video_powers_global_innovation.html TED Nonprofit devoted to Ideas Worth Spreading. Goal: Bring together people from three worlds: Technology, Entertainment, Design. TED conferences bring together the world's most fascinating thinkers and doers, who are challenged to give the talk of their lives (in 18 minutes or less). 14. Polycom CloudAXIS 15. Microsoft The Home Media Hub with more than 28 Mil users Video & Voice for 280M Loyal UsersLync Room System 16. WebRTC 17. Vidyo WebRTC is an open source project focused on embedding real-time voice, text and video communications capabilities within Web browsers. A web page that uses WebRTC can replace an installed application for two way video communication. Visit www.webrtc.org to learn more. - http://www.vidyo.com/ 18. Connecting According to research group Internet World Stats, about 16 percent of Africa's population is online, compared with 28 percent in Asia, 43 percent in Latin America and the Caribbean and 79 percent in North America. - www.mailtribune.com 19. Project Loon http://www.wired.com/gadgetlab/2013/08/googlex-project-loon/all/#! While 2.7 billion people are already online, the number is increasing by less than 9 percent annually, a rate that Zuckerberg said was too slow. Two-thirds of the world's population still has no Internet access. - Reuters.com 20. Polling Question Is there hesitation with using video in your company? No, we love it Yes, but there is an appetite for it Result www.avtex.com/engage 21. Video ATM http://www.digitaltrends.com/gadgets/banks-launch-atms-with-human-tellers/ 22. Real World Application 23. Video is Now 24. Thank You!