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Customer Engagement in the Palm of your Hand

by Chris Dancy

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Keynote for Australian #LEADIT conference

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In the palm of your hand?
TwitterPodcastA unnatural interest of our industryService Desk Tech Number 1 1993Rocco & Lourdes Photo Bomb70’s-80’s Science Fiction Movie Fan
We are going to cover a lot of ground about 50 years of Mobility and SupportMobility changes support today we travel from supported devices to supported transhumantMake no mistake there is NOTHING as important as mobile. Cloud, Social, Gamification are cute, but mobility will define the rest of most of your career and if you want to understand the innovate you need to look away from machines and look to your own palm.
PRE SUPPORT, the world before we had a profession“Institutions will try to preserve the problem to which they are the solution.”-Clay Shirky
Signs & SymptomsHelp DeskCall CenterService DeskDesktop SupportCustomer CareCustomer Service CenterSupport Center
EngagementCustomers and EmployeesCustomers yesterday & today
TrendsTools evolved to need support,fire, sharpened stones, the wheel all the way to medical devices, communications and finally computers. Our devices evolved to need support.
"Great works are performed not by strength, but by perseverance." -Samuel Johnson“We are what we repeatedly do. Excellence, then, is not an act, but a habit.”-Aristotle Let’s do a little walk down memory LANE
Signs & Symptoms1998 – The BLACKBERRY1981 – The Osborn
Customers and EmployeesEveryone needed supportKnowledge is KINGSearching for information meant READINGSkills were learned by DOINGINSTALLING cards. Listening to machines, reading your gut feeling…think modem
Trends:Tech BubblePower Users Support and IT as a career
“Problems that don’t go away are facts”
Signs & SymptomsBy the end of the decade, both the blackberry and the laptop were near death, one being 10 years old the other 30 years oldOrganizations and societies go mainstream
Customers and EmployeesFirst sighting of the super user (wanna be tech)First teleconferenceFirst users to telecommuteFirst sightings of chat in the enterpriseRise of the Google doctor, Google lawyer and Google systems admin, this was WAY BEFORE AUTO-complete, boy are we getting lazy
Trends:Blocking Websites, web senseSecurity / Virus SoftwareRemovable devicesDesktop managementSocial Engineering
"We are not experiencing information overload, we are experiencing 'filter failure'” - Clay Shirky
Signs & SymptomsConsumerization - we are a little late, should have been working on this in 2008Cloud – The end of the file systemSocial- Over sharing, all the time but at workGamification – People as a Service
Signs & SymptomsPost PCPost SoftwareCommunity Sourcing Hyper SpecializationAmbient EventsBig Data – no single tool can analyzeTIP:When buying software for customers or internally, don’t fall for the same tricks we did when we bought “web apps”
POST SOFTWARERise of the APP StoreOver 300,000 mobile apps have been developed in three years.Rise of App Internet – George Colony Mobile Devices Become GOD LIKEPhoto, Video, Gyroscope, Audio, GPS, Proximity,It can see for you, it can hear for you, it senses you, it lights the way for you.APPS from the future todayWordLens- Translate your world real timeShazamm- Music, TV and MoviesMealSnap- CaloriesSonar – Who’s here? – Ambient Events
Heart RateBlood GlucoseMelAPP – Hyper SpecializationWhy google your symptoms when there is an app for that?
Osama Bin Laden, there’s an APP for that.
Bonnie Tyler from “Foot Loose” sang “Holding out for a Hero”, so what are the Industry Analyst doing for us.
These companies didn’t grow up with our ideas of support, they combine, CRM, Call Center, Social, Knowledge, Community, Help DeskIncident Management becomes Feedback Management, Engagement Platforms and Innovation Systems Our enterprise software isn’t a dinosaur it's fossil fuel. If you can celebrate a 20 year anniversary of your software,Don’t.The rise of headless tools is here….remember mobility gives your tools much greater resources than the web or PC ever could.
Customers and EmployeesTelecommuting becomes Work shifting – There is no need to squeeze ALL your work into 8 hoursProjects become Micro taskingCustomers become CommunitiesAge of the customerWisdom of the Crowd vs. Lynching Of The Crowd – RANT on #custserv people being entitled bratsPentagon looking for help and the MatrixEnterprise watches social mobility topple governments
2020 50 billion networked devices, 7 devices per person. More data in one day in 2011 than in the years between 1995 and 2000, We are facing SharepocalypseInstagram has more than a million users PER EMPLOYEE.A child today has access to more information than a physician just 15 years ago.
Trends:Information Democratization Meat SpaceQuantified SelfSerendipity – Search + Location + SocialMobility Meets Time Management (Video)Hyper Local Knowledge - Sonar , Noteleaf (Linkedin Meets Location), task based location alerts iOS 5Precognitive - MIT researchers can predict a person's future location using mobile data with 93.6% accuracyThe Semantic Web creates humanities first nervous system----- Meeting Notes (8/15/11 17:28) -----People sometimes wonder if I'm making this stuff up…..so let's look at the news from the past month
Quantified SelfFrom a pedometer to iphone that measures your sleep patters Electronic TattoosSwallow a doctor
God is not the name of God, but an opinion about Him. ~Pope Sixtus We are accelerating at a pace that we can’t comprehend Linear Growth versus Exponential Growth – can’t see exponential growth until it’s 1 minute awayYou would look like a GOD to someone from 1800, what will someone from 2050 look like to you? Prepare to support Gods
Signs & SymptomsPost DeviceRapture for Nerds - Trans humanism- We will merge with machines it’s a matter of evolutionWhat is Artificial intelligence, your eye glasses, your hearing aid, pacemakers?Natural selection will take care of those who don’t wish to mergeBIO INFO SYSTEMS: The size of a room to desk top in 25 years, in 25 years to size of your hand, another 25, blood cell.System Design – Digital cameras were designed on physical constraints that didn’t exist, very soon we will be unburdened from this type of thinking
Customers and EmployeesBiological supported itemsSocial Objects – The internet of things
Trends:Mood Augmented KnowledgeSingularity - 2029Filter Failure CollapseCreation.Next – 3D Printers that print printers, today we have printers that can print approximately 60% of their own materials, what happens when we get to 100%
Redefine all your metrics: True cost of opportunity vs. True cost of ownershipCreate a mobile App – Mobile RoadieStop going to WebinarsEliminate email – emailcharter.orgFind Your “C”, creator, consumer or curator Get to a class on this stuff, oh Melbourne and Sydney!
Thank you

Customer Engagement in the Palm of your Hand Presentation Transcript

Customer Engagement
In The Palm of Your Hand
CHRIS DANCY
@SERVICESPHERE
Customer Engagementin the Palm of Your Hand
Pangaea
One World of Support
Signs & Symptoms
Help Desk
Call Center
Service Desk
Desktop Support
Customer Care
Customer Service Center
Support Center
Engagement
Tools complexity evolves
The worlds oldest profession is born – User Support
Trends
Welcome to The Dawn
1980-2000
Signs & Symptoms
Type writers
Copiers
Terminals
Telephones
Laptops
Pagers
Engagement
Tech Bubble
Power Users
Support as a Profession
Trends
End Times
2000-2010
Signs & Symptoms
Age of the laptop
Age of the Feature Phone
Mainstream Organizations and Societies
Engagement
Web sense
Virus / Security
Removable devices
Desktop management
Social Engineering
Trends
This is the Future
2010-2015
Signs & Symptoms
- Consumerization
- Cloud
- Social
- Gamification
Signs & Symptoms
- Post PC
- Post Software
- Community Sourcing
- Hyper Specialization
- Ambient Events
- Big Data
Big Data
More than 168 million emails are sent
695,000 status updates and 510,040 comments are published on Facebook
Google serves more that 694,445 search queries
370,000+ minutes of voice calls done by Skype users
20,000 new posts are published on Tumblr
13,000+ hours of music streaming flows from Pandora
More than 13,000 iPhone apps are downloaded
6,600 images are published on Flickr
600 videos (about 25 hours of content) are uploaded to YouTube
Engagement
2020 50 billion networked devices, 7 devices per person.
More data in one day in 2011 than in the years between 1995 and 2000
Instagram has more than a million users PER EMPLOYEE.
A child today has access to more information than a physician just 15 years ago.
Trends
Information Democratization
Meat Space
Quantified Self
Serendipity
Mobility Meets Time Management
Hyper Local Knowledge
Precognitive News & Events
The semantic web creates humankinds first nervous system
Trends
God’s SLA
2025-2050
Signs & Symptoms
Post Device
Trans humanism
Biological Information Systems
System Design
Engagement
Mood Augmented Knowledge
Singularity
Filter Failure Collapse
Creation.Next - 3D Printer
Trends
Five Things
To Do When You Return To Work
Redefine your metrics.
Create a mobile App
Stop going to webinars
Eliminate Email.
Find Your “C”
Christopher Dancy
ServiceSphere
@servicesphere
chris@servicesphere.com

Customer Engagement in the Palm of your Hand

by Chris Dancy

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Customer Engagement in the Palm of your Hand Presentation Transcript