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Future of Telecom - how to create customer magic and why telco business models are broken
 

Future of Telecom - how to create customer magic and why telco business models are broken

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Future of telecom, telcos, customer service, mobile, retail trends and related mobile payments technologies. Keynote by futurist Patrick Dixon

Future of telecom, telcos, customer service, mobile, retail trends and related mobile payments technologies. Keynote by futurist Patrick Dixon

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    Future of Telecom - how to create customer magic and why telco business models are broken Future of Telecom - how to create customer magic and why telco business models are broken Presentation Transcript

    • Dr Patrick Dixon Chairman Global Change Ltd http://www.globalchange.com 
 Future Telecom how to create magic for your customers why existing business models are broken
    • ! One word will dominate ALL FUTURE
    • The future is about EMOTION
    • ! ALL      BIG      TRENDS      ARE      RELATED   ! ! ! ! ! ! ! MOST    DEBATES    ABOUT    TIMING  
    • 300 million move to cities in China and 475 million to cities in Africa by 2030 ! ! ! ! ! ! ! ! ! !
    • Growth of Middle Class in Africa 250m people - $2 trillion by 2040 !
    • • Global economy never stopped growing • Impact on real estate in London / UK WGP  1980-­‐2013  (%,constant  prices)
    • Vietnam  GDP  1985-­‐2011  
    • >40%  WDP  by  2015 — IMF - adjusted for Purchasing Power Parity
    • $3.4  trillion   !
    • $2.4  trillion   ! Reserves  
    • ! Big strategies often overtaken by events ! World can change faster than you can hold a board meeting
    • • Click  to  edit  Master  text  styles 17
    • 20
    • 22
    • What  does  she  know?   What  can  she  see?   SoWware  bugs   Roaming  ?!   Data  charges  ?!
    • !25
    • ! CONVERGENCE OR DIVERGENCE ! All real innovation is about doing things differently to serve customers better
    • Innovation Magic is Hard to Find
    • ! “It may be smart, innovative, astonishing, but does it really create magic for the customer?” !
    • ! Creating magic for clients often costs NOTHING !
    • Many  in  UK  no  longer  watch  live  TV
    • 95%  EU  bandwidth  soon  video   Days  of  charging  for  calls  /  SMS  nearly  over  
    • Tele-­‐presence  20%  growth  pa      $4.5  billion    
    •  BUT  video  is  unpopular  at  work
    • Impact  on  bandwidth •Global  demand  à  250  tbps  2016   •40-­‐100  Jmes  growth  in  next  10  years   •More  than  5%  global  power  >1  trn  KwHs   •=  1  billion  kw  heaters  for  an  hour
    • How mobile will transform how people think and feel about YOU
    • Internet of Things ! ! ! ! where is real benefit ?
    • 1.5m components tracked perfectly in Airbus supply chain
    • ! Impact of retail and payments revolution on vodafone future
    • ! Global  e-­‐commerce  $1.5  trillion  2014   12%  of  all  retail  is  online  in  UK
    • Mobile Magic Mobile influences $29bn of retail sales in UK 50% of all UK online sales are using mobile
    • !59 Fusion   On-­‐Off  line     social  media   physical  friends
    • —Click to edit Master text styles
    • !61 ! Online / physical worlds become one in Brazil ! 50% research online - buy in store 40% research in store - buy online 89% want digital information in store ! Buy online - deliver to store Buy in store - deliver at home
    • 1  trillion  pages                            a  month        >50%  revenues  from  mobile   !
    • Why Google is under pressure and what it means for Vodafone
    • "Perfection!,"  TripAdvisor Member, March 13, 2014 This was the most beautiful hotel. Delightful, perfect.We will stay again soon. 
 
 "Terrible! TripAdvisor Member, Sept 10, 2013 Terrible place, rats, dirty, noisy - sick with food poisoning.
    • Over  4000  road  hauliers  in  EU 1.3bn  home  delivered  e-­‐com   items  in  UK  a  year  (+12%  pa)
    • Gold  standard:
 10am  orders  for  3pm  Delivery
 10am orders for 3pm Delivery
    • 67 3000 Parcel Shops in UK in 12 months Chosen by up to 50% customers for deliveries - help for local stores
    • 69 2m  businesses  use     SQUARE     in  US
    • bitcoin 70 Bitcoin  
    • Google Mobile Wallet Monetise (mobile payments for banks) Square startup $3bn valuation 100  mobile  payment  plaborms   launched  in  last  5  years  but  how   many  met  real  CUSTOMER  needs  ?
    • CUSTOMER  CHOICE   200  million  payments  globally !
    • 73
    • ! Kenya  -­‐  17m  customers   $9bn  pa  -­‐  >33%  GDP   Tanzania  9m  people   35  nagon  links  via  HomeSend  Hub  
    • 75 1.7bn  phone   users  are   unbanked
    • Savings,  payments,  loans,  insurance 400m  will  be  newly  banked  by  2015 76
    • 77 33%  of  US  smartphone  users  will  use   mobile  banking  in  2014 ! 90% check balances 42% transfer between accounts 26% pay bills 49% users download bank apps
    • 78 • In  UK  alone....   • TransacCons  >£600  billion  pa     • Credit  card  debt  >£60bn   • Average  card  interest  rate  16%   • 2%  commissions  worth  £12bn Payments Doorway
    • Free mobile devices calls / web / TV / games / pay Higher income model 2010                                                  2013                                  2015                                                     TelcoBank Magic
    • • Zettabyte = 1024 Exabytes
 Exabyte = 1024 Petabytes
 Petabyte = 1024 Terabytes
 Terabytes = 1024 Gigabytes BIG Data ! has only one purpose which is to create “invisible” magic for customers
    • • Home • Work • Online • Offline • Sales • Entertain • Phone • Mobile • Chat • Social web • Mobile ONE CUSTOMER MAGIC
    • • 90%  MicrosoW  R&D   CLOUD • When  all  life  in   cloud,  then   device  and   connector   don’t  majer  
    • Aramco - 30,000 computers hit - files lost
    • So how does Vodafone make money in future? ! Start with amazing customer experience today - partner to create new models tomorrow
    • •Individuals •Family •Clients •Investors •Community Making  Life  Bejer     ! Create  magic  for  your  customers
    • Dr Patrick Dixon Chairman Global Change Ltd http://www.globalchange.com 
 Future Telecom how to create magic for your customers why existing business models are broken