Paul Taylor discusses the need for businesses to serve the connected customer. He notes that people now check their mobile phones 150 times per day but rarely use them to talk. Taylor advocates embracing disruption, having a flexible vision and roadmap, securing buy-in from executives, giving guidelines rather than policies, allowing failure, and killing projects quickly. He also discusses how customers will adapt easily to online relationships, and that virtual or robotic relationships are not a fantasy. Businesses must ensure their people have the tools to serve connected customers.
4. KEEP REPEATING THIS: ALIGN YOUR
STRATEGY AND BUSINESS GOALS IT
MAY
NEED
REVIEWING
HAVE
A
FLEXIBLE VISION KEEP REVISITING IT
SECURE BUY-IN FROM EXECUTIVES
AND MIDDLE MANAGERS HAVE A
CLEAR PROJECT ROADMAP BUT BE
PREPARED TO GO OFF-ROAD GIVE
PEOPLE GUIDELINES NOT POLICY
AGREE RESOURCES AND THE TOOLS
FOR
THE
JOB
FAILURE
IS
OK
KILL THINGS QUICKLY
5. 27% OF GLOBAL EXECS SAY
DIGITAL TRANSFORMATION IS “A
MATTER OF SURVIVAL”
24. 90% OF ALL INTERNET TRAFFIC IN
2017 WILL BE VIDEO
#DEATHOFTHECALLCENTRE?
25. DIGITAL GIVES US AN OPPORTUNITY TO
MAKE DIFFICULT LIVES EASIER AND
BRING THE DISCONNECTED TOGETHER
26. IT’S SIX MINUTES TO MIDNIGHT ON THE DIGITAL
DOOMSDAY CLOCK
START SERVING
THE CONNECTED
CUSTOMER
THANKS
PLEASE CONNECT ON
LINKEDIN
GOOGLE+
TWITTER
PAUL TAYLOR
INNOVATION COACH BROMFORD