Trends ONLINE STRATEGIES Time to market Shift of control Web 2.0 Data driven Linking people Virtual cooperation From outside to inside Customers as source of inspiration Consumer as supplier Customer support Autmating customer interaction Convergence of media Multi-channel contact Intelligent routing Location based services 24/7 Focus on Customer engagement Social computing Full self service Peer-to-peer reviews Consistent information in all channels Consistent customer experience Cost reductions (margins under pressure) Marketing/communicatie campaigns Product launches Branding Gaming influences Consumer as expert © 2007 - Atos Consulting - Gijsbert van der Sleen – gijsbert.vandersleen@atosorigin.com Prosumers User generated content