Take Hold of Your Future - Creating Extraordinary Customer Experience

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Keynote for MITIE on global trends and ways to enhance client experience. Presentation by Futurist speaker Patrick Dixon.

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Take Hold of Your Future - Creating Extraordinary Customer Experience

  1. 1. Dr Patrick Dixon Chairman Global Change Ltd Fellow, Centre Management Development, London Business School 
 Take  Hold  of  Your  Future   Create  a  touch  of  magic  for  your  Clients   !
  2. 2. Fresh thinking in a changing world
  3. 3. Monkeys on diet live longer • After 20 years - 80% alive v 50% on normal calories • Less cancer, diabetes, heart disease, strokes, brain decay 12
  4. 4. Slow or no ageing is a reality • Rockfish, Turtles, some Whales ! • No signs of getting old
  5. 5. 1  week                                            every  4  
  6. 6. The future is about EMOTION
  7. 7. Would recommend you to a friend ? !
  8. 8. ! Understand your client’s wider world
  9. 9. 300 million move to cities in China and! 475 million to cities in Africa by 2030 ! ! ! ! ! ! ! ! ! !
  10. 10. >40% WDP by 2015 — IMF - adjusted for Purchasing Power Parity
  11. 11. 4 couples to produce a great-grand child
  12. 12. Real Impact of Global Economy on their business
  13. 13. WGP  1980-­‐2013  (%,constant  prices)
  14. 14. US  GDP  1980-­‐2013     (%,constant  prices)  
  15. 15. EU  GDP  1980-­‐2013     (%,constant  prices)  
  16. 16. Vietnam  GDP  1985-­‐2011  
  17. 17. $3.4trillion   !
  18. 18. $2.4  trillion   !
  19. 19. • ! $2.3  trillion  US  +  $65bn  per  month   ! ! Expect  relaxed   views  about   INFLATION    
  20. 20. 34 ! SUDDEN ! EVENTS
  21. 21. • Type  to  enter  text
  22. 22. 40
  23. 23. • Click  to  edit  Master  text  styles 41
  24. 24. !43
  25. 25. • Type  to  enter  text
  26. 26. • Click  to  edit  Master  text  styles
  27. 27. Shale gas 33% US supplies 3.3m US jobs $468bn pa + more oil produced than Saudi by 2020 ! 200 years global supply Up from 60 years in 5 years
  28. 28. 120,000 terawatts of sunlight /day
 7,000 times total power use QUEBEC  from  ARIZONA   MOSCOW  from  SAHARA
  29. 29. Germany  Power  Surplus ! • In  June  2013   • Electricity  prices  became  nega?ve  -­‐  minusEU150  /  MWhr  !!
  30. 30. ! AGILE Create outstanding client experience with flexible, dynamic leadership that anticipates client change
  31. 31.                
  32. 32. ! RESPOND FAST ! & ! VERY PERSONAL
  33. 33. Digital Control
  34. 34. ! FOCUS ON REAL ! UNMET NEED
  35. 35. Rebalancing Air Conditioning Save  30-­‐50%  energy  -­‐  payback  4  years    
  36. 36. ! BE DIVERGENT ! All true innovation means doing things differently in a tightly integrated way to serve customers better
  37. 37. !64
  38. 38. ! Creating magic for clients often costs NOTHING
  39. 39. USE your EYES
  40. 40. !67
  41. 41. CREATE SURPRISE Lesson from Retail: Mobile influences $29bn of retail sales in UK 50% of all UK online sales are using mobile
  42. 42. Over  4000  road  hauliers  in  EU 1.3bn  home  delivered  e-­‐com   items  in  UK  a  year  (+12%  pa) DELIVER EARLY
  43. 43. ADD TOUCH OF GENIUS
  44. 44. — Click to edit Master text styles !71
  45. 45. ! Inspire with higherc PURPOSE Star Awards
  46. 46. •Individuals •Family •Clients •Investors •Community •WiderWorld ! Making  Life  Bejer     !
  47. 47. Dr Patrick Dixon Chairman Global Change Ltd 
 Take  Hold  of  Your  Future   globalchange.com   ! ! Slides  and  Videos  -­‐  15  million  visitors   !
  48. 48. ! The Magic of Business ! Share an amazing experience as a customer ! What does it mean for MITIE ? !

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