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Digital Marketing Live 2018 - C2MxEi: Connect to many, engage individuals - Rik Vera

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Tijdens deze inspirerende presentatie maakt Rik Vera duidelijk dat extreme klantgerichtheid de sleutel is tot het ontwikkelen van de juiste strategie voor de digitale wereld. Het gaat niet langer om B2B of B2C, want klanten beschouwen bedrijven hoe langer hoe meer als mensen. Rik verklaart dat het in de eerste plaats niet zozeer om producten of diensten gaat, maar om goede CEX, waarbij klantenverwachtingen overtroffen worden.

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Digital Marketing Live 2018 - C2MxEi: Connect to many, engage individuals - Rik Vera

  1. 1. Rik Vera 1 EXTREME CUSTOMER CENTRICITY IN AN AI WORLD
  2. 2. Inspiring organizations to act on their Day After Tomorrow
  3. 3. 3 Peter Hinssen Steven Van Belleghem Rik Vera @hinssen @stevenvBe @rikvera @nexxworks
  4. 4. rik@nexxworks.com
  5. 5. Rik Vera 5
  6. 6. Rik Vera 6 OF THE OLD NORMAL
  7. 7. RADICAL INNOVATION FOR THE AGE OF DISRUPTION www.nexxworks.com SOFTWARE IS EATING THE WORLD MARC ANDREESSEN A16Z
  8. 8. Rik Vera 8 OLD NORMAL MEETS NEW NORMAL
  9. 9. Rik Vera 9
  10. 10. Rik Vera 10 OLD NEWS
  11. 11. BUSINESSES GET TURNED UPSIDEDOWN
  12. 12. FIRST DIGITAL TSUNAMI
  13. 13. Rik Vera 13
  14. 14. Rik Vera 14
  15. 15. Rik Vera 15 FAST EASY FUN SIMPLE
  16. 16. 16 CUSTOMERS ARE THE BIGGEST DISRUPTERS
  17. 17. Rik Vera 17 WE WERE GIVEN SUPER POWERS
  18. 18. Rik Vera 18
  19. 19. 19 iPHONE IS LIKE HAVING YOUR LIFE IN YOUR POCKET
  20. 20. Rik Vera 20 TEST
  21. 21. Rik Vera 21 SMOMBIE
  22. 22. Rik Vera 22
  23. 23. Rik Vera 24 THE WORLD HAS FLIPPED
  24. 24. THE CIA MODEL
  25. 25. 26 2.0
  26. 26. 27 THE FAT WERE GETTING FATTER
  27. 27. Rik Vera 28 THENEWNORMAL
  28. 28. 29 3.0
  29. 29. Rik Vera 30
  30. 30. 4.0 31
  31. 31. VUCA WORLD 32
  32. 32. THE C.U.S.T.O.M.E.R.
  33. 33. Rik Vera 34 WE ARE THE SWIPE GENERATION
  34. 34. Rik Vera 35 ON DEMAND
  35. 35. Rik Vera 36 SELF CENTERED CONNECTED
  36. 36. Rik Vera 37
  37. 37. Rik Vera 38 URBAN
  38. 38. RADICAL INNOVATION FOR THE AGE OF DISRUPTION www.nexxworks.com
  39. 39. Rik Vera 40 NO MORE MIDDLE MAN
  40. 40. Rik Vera 41 TRIBAL
  41. 41. DO NOT TRY TO FORCE THEM 42
  42. 42. Rik Vera 43 WE ARE NEVER OFFLINE
  43. 43. Rik Vera 44 MINDFUL
  44. 44. WE GET LOST
  45. 45. Rik Vera 46 ETHICAL
  46. 46. Rik Vera 47
  47. 47. Rik Vera 48 RADICAL
  48. 48. 49
  49. 49. Rik Vera 50
  50. 50. 51 GET KODAKED
  51. 51. OR UBERIZE
  52. 52. Rik Vera 53
  53. 53. Rik Vera 54 BUILDING BLOCKS
  54. 54. Rik Vera 55 BUT DO NOT USE EXISTING PATTERNS
  55. 55. Rik Vera 56
  56. 56. Rik Vera 57 A STRATEGY FOR THE NEW NORMAL
  57. 57. Rik Vera 58
  58. 58. Rik Vera 59 MAKE MAXIMUM USE OF THE DIGITIZED WORLD
  59. 59. THE TREE FORMULA
  60. 60. TheTREE formula
  61. 61. Rik Vera 62 USE TECHNOLOGY
  62. 62. Rik Vera 64 FIND A RED OCEAN
  63. 63. Rik Vera 65 A RED OCEAN IS ALWAYS FULL OF FRUSTRATED CUSTOMERS
  64. 64. TAKE AWAY FRUSTRATIONS
  65. 65. Rik Vera 67 AND TO CREATE O
  66. 66. Rik Vera 68 ENGAGE CUSTOMERS
  67. 67. 69
  68. 68. Rik Vera 70 ENGAGED CUSTOMERS BECOME MARKETING AND SALES
  69. 69. Rik Vera 71 ENGAGED CUSTOMERS BECOME INFRASTUCTURE
  70. 70. Rik Vera 72 CREATE AN ECOSYSTEM (BECOME A KNOWLEDGE BROKER)
  71. 71. Rik Vera 73
  72. 72. RADICAL INNOVATION FOR THE AGE OF DISRUPTION www.nexxworks.com
  73. 73. Rik Vera 75 CATEGORY KINGS
  74. 74. Rik Vera 76 NEW NORMAL SURFING THE WAVE OLD NORMAL ON THE BEACH
  75. 75. THE NEXT WAVES
  76. 76. 78 STRATEGY FOR THE DAY AFTER TOMORROW
  77. 77. Rik Vera 79 TODAY TOMORROW DAY AFTER TOMORROW TIME ATTENTION BUDGET TALENT VALUE CREATION 93% 7% 0% 70% 20% 10% DESIGN YOUR OWN DAY AFTER TOMORROW BUSINESSMODEL
  78. 78. iPHONE OF THE NEXT DECADE
  79. 79. Rik Vera 81 3D PRINTING
  80. 80. Rik Vera 82 AUGMENTED REALITY
  81. 81. Rik Vera 83 VIRTUAL REALITY
  82. 82. Rik Vera 84 BLOCKCHAIN IS THE NEW INTERNET BLOCKCHAIN
  83. 83. big data artificial intelligence robotisation
  84. 84. DATA VOLUMES WILL CONTINUE TO GROW
  85. 85. AI AND MACHINE LEARNING TOP TRENDS
  86. 86. ALGORITHM MARKETS WILL EMERGE
  87. 87. Rik Vera 89
  88. 88. AI WILL EXPONENTIALLY IMPROVE ALL COMPLEX PROCESSES OF AN INDUSTRY Rik Vera 90
  89. 89. Rik Vera 91MARKETING
  90. 90. Rik Vera 92 GET OUT OF THAT CHAIR
  91. 91. 93 TAKE THAT BOARD AND FIND THAT WAVE WHILE IT IS STILL SMALL
  92. 92. OPEN MARKET NO SPECIALISTS YET LOW HANGING FRUIT LIMITED ENTRY COSTS
  93. 93. Rik Vera 95 ALGORITHMS ALREADY INFLUENCE WHO WE TALK AND LISTEN TO WHERE WE GO WHAT WE BUY WHAT WE PAY WHO WE VOTE FOR
  94. 94. Rik Vera 96
  95. 95. Rik Vera 97 SELLING THE SAME PRODUCTS THE SAME WAY TO THE SAME TYPE OF CUSTOMERS USING THE SAME CHANNELS IN 2025 ABSOLUTELY NOT
  96. 96. RADICAL INNOVATION FOR THE AGE OF DISRUPTION www.nexxworks.com
  97. 97. Rik Vera 99
  98. 98. Rik Vera 100 NO PRODUCTS, SERVICE OR SOLUTION IT IS ABOUT CEX
  99. 99. Rik Vera 101 CEXPERIENCE BAD CEX JUST CEX GOOD CEX < CEX = CEX >CEX
  100. 100. THE MOST RECENT BEST EXPERIENCE AT COMPANY A IS THE NEW MINIMUM FOR COMPANY B Rik Vera 102
  101. 101. Rik Vera 103
  102. 102. THE NEW CUSTOMER 104
  103. 103. Rik Vera 105
  104. 104. Rik Vera 106 THE CUSTOMER IS KING
  105. 105. Rik Vera 107 NO LONGER B2B B2C H2H
  106. 106. 108 KNOW ME
  107. 107. 109 HAVE 1 CONVERSATION
  108. 108. 110 MAKE IT MATTER
  109. 109. Rik Vera 111 TURN OPERATIONS INTO AI TO THE MAX
  110. 110. Rik Vera 112 LEARNS FROM MISTAKES EXPONENTIAL NOT EMOTIONAL EXCELLENT AT OPERATIONS
  111. 111. Rik Vera 114 NO LONGER B2B B2C AI2H
  112. 112. Rik Vera 115 PEOPLE WILL HELP ROBOTS
  113. 113. Rik Vera 116 HUMANS BRING EMOTIONS
  114. 114. RIK VERA Marketing Automation A Museum in the Digital Age FINAL CONCLUSIONS 117
  115. 115. Rik Vera 118 c2MxEi
  116. 116. Rik Vera 119 ACT 5.0
  117. 117. 120 5.0
  118. 118. 121 4.0
  119. 119. 122 3.0
  120. 120. 123 2.0
  121. 121. 124 1.0
  122. 122. THE CIRCLE MODEL
  123. 123. Rik Vera 126 ACT OUTSIDE IN
  124. 124. Rik Vera 127 EXTREME CUSTOMER CENTRIC MODEL
  125. 125. Rik Vera 128 EXCITING TIMES
  126. 126. 129
  127. 127. ‘SOMETIMES PEOPLE REMEMBER WHAT YOU SAY. SOMETIMES PEOPLE REMEMBER WHAT YOU DO. BUT THEY ALWAYS REMEMBER HOW YOU MAKE THEM FEEL’. Maya Angelou Author, Poet & Playwright 130
  128. 128. ‘SOMETIMES PEOPLE REMEMBER WHAT YOU SAY. SOMETIMES PEOPLE REMEMBER WHAT YOU DO. BUT THEY ALWAYS REMEMBER HOW YOU MAKE THEM FEEL’. Maya Angelou Author, Poet & Playwright 131 Thank you
  129. 129. rik@nexxworks.com

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