Take Hold of Your Future - Creating Extraordinary Customer Experience
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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.

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

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