Immersive Technologies for CRM Richmond Events Arcadia

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This presentation was developed for the Richmond Events HR conference on the Arcadia cruise ship

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Immersive Technologies for CRM Richmond Events Arcadia

  1. 1. Immersive Technologies and Customer Relationship Management<br />David Wortley FRSA<br />Director Serious Games Institute<br />dwortley@cad.coventry.ac.uk<br />
  2. 2. What makes a Good Relationship ?<br />What role can technology play ?<br />
  3. 3. Key Take Away Questions<br />What do we look for in our relationships ?<br />What are the key relationship challenges in the Digital Society ?<br />How do we find and keep partners ?<br />How can technology help ?<br />What is available today ?<br />What are the future opportunities and threats ?<br />
  4. 4. Is this what you’re looking for ?<br />To love and be loved for myself<br />To trust and be trusted<br />To be treated as an individual<br />To find someone easy to get on with<br />To be remembered<br />To have nice surprises<br />To understand and be understood<br />To be encouraged and challenged<br />Freedom to be myself and express myself<br />
  5. 5. Introduction to Immersive Technologies<br />
  6. 6. Immersive Technologies<br />Games<br />Virtual Worlds<br />Social Networks<br />Immersive Technologies engage our hearts, minds and wallets<br />
  7. 7. Games<br />
  8. 8. Virtual Worlds<br />
  9. 9. Social Networks<br />
  10. 10. Serious Social Networks<br />Help you find your partner on your doorstep<br />
  11. 11. Serious Social Networks<br />Social Networks have powerful political impact<br />
  12. 12. Serious Social Networks<br />Build communities of interest<br />
  13. 13. Impact of Digital Society<br />
  14. 14.
  15. 15. The Challenges<br />The world is changing very fast<br />People have many jobs in their lifetime<br />People will have many relationships in their lifetime<br />Customers and staff will demand more from relationships<br />People rely on their peers and networks more than “knowledge professionals”<br />Commercial relationships will be more personal and customer-managed<br />
  16. 16. Technology and Society<br />Transport<br />Information Processing<br />Machines were invented to fulfil tasks more efficiently,mechanically, reliably and predictably <br />
  17. 17. Technology and Society<br />Knowledge Professionals train for many years to deliver their skills and knowledge more efficiently, and effectively<br />
  18. 18. Technology and Society<br />The internet and digital media delivers current information and knowledge faster, more efficiently, and on demandbut what is missing ? <br />
  19. 19. Technology and Society<br />Human beings use intelligence, judgement, sensitivity, emotions, empathy and experience to deliver unique and personal experiences – differentiating us from machines<br />
  20. 20. Machines and Humans<br />Power, speed, efficiency, accuracy, stamina, capacity, availability, inflexible<br />Judgement, sensitivity, care, humanity, fallibility, creativity, versatility<br />
  21. 21. Humanising Technology<br />Humans<br />Machines<br />To love and be loved vs devoid of emotion<br />Personalisation vs one size fits all<br />Easy to use interfaces vs unnatural devices<br />Persistent history vs blank pages<br />Facilitated new discovery vs delivery of existing<br />Understanding & Wisdom vs Memorisation<br />Need to be Connected vs isolated<br />Motivation and challenge vs boring & repetitive<br />Creative expression vs standard responses<br />
  22. 22. Humanising Technology<br />Tamagotchi is technology which responds tohuman relationships<br />
  23. 23. Technology bringing a Human Touch<br />Yesterday<br />Today<br />Tomorrow ?<br />One size fits all<br />Intelligent<br />entertainment<br />
  24. 24. Immersive Applications are Humanising Technology<br />Delivering more control over our lives, our world andour relationships – giving us access to a global network – building personalised relationship with our technologies<br />
  25. 25. Immersive Technologies<br />Games<br />Virtual Worlds<br />Social Networks<br />Immersive Technologies deliver personalised experiences based on building “intelligent” relationships <br />
  26. 26. Some Examples<br />2010<br />1949<br />More speed, power, capacity, less cost PLUS ?<br />
  27. 27. Humanising Transport Technology<br />2010<br />1949<br />Using your car as a navigator, entertainer and mobile phone<br />
  28. 28. Serious Social Networks<br />Artificial intelligence, geo-location, profiling<br />
  29. 29. Our Relationship with Technology<br />To love and be loved<br />To trust and be trusted<br />Treats me as an individual<br />Easy to get on with<br />Remember everything about me<br />Every day brings new discoveries<br />Help me to understand<br />Encourage & challenge me<br />Help me to express myself<br />We will drive technology to empower us to shape our world and in the process the world will shape us<br />
  30. 30. Immersive Technology Applications Today<br />
  31. 31. Dating Direct<br />Technology facilitated relationship creation<br />
  32. 32. Facebook<br />Technology facilitated relationship management<br />
  33. 33. Amazon<br />Technology facilitated relationship management<br />
  34. 34. Barbie World<br />Technology facilitated social engineering ?<br />
  35. 35. Tesco<br />Self-Merchandising – shop of favourite goods<br />
  36. 36. Farmville<br />Building your own world with friends<br />
  37. 37. WeForest<br />Social Network Games which change our world<br />
  38. 38.
  39. 39. Avatar Creation<br />Realistic personalisation<br />
  40. 40. Shaping the Future - BOTS and Things<br />
  41. 41. The Internet of Things<br />Ubiquitous Sensor Networks<br />
  42. 42. Bots<br />BOTS – Intelligent Agents – shaping our personal world<br />
  43. 43. Collective Human Wisdom<br />“The Mechanical Turk”<br />Combining the power of humans and machines<br />
  44. 44. How will you manage your relationships ?<br />
  45. 45. Immersive Technologies and Customer Relationship Management<br />David Wortley FRSA<br />Director Serious Games Institute<br />dwortley@cad.coventry.ac.uk<br />

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