Immersive Technologies for CRM Richmond Events Arcadia
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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

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 Immersive Technologies for CRM Richmond Events Arcadia Presentation Transcript

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