Forming deep relationships with your clients
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Forming deep relationships with your clients
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Forming deep relationships with your clients
- 1. Alex Davis @alex_intuit alex_davis@intuit.com Forming deep relationships with your clients in a digital age: How to beat the robots at the communication game WiFi: QBConnect No password required#QBConnect
- 2. Get to know you
- 3. 3 The impact of AI We are about to the witness the next revolution
- 4. 4 Machine Learning is a type of artificial intelligence (AI) which focuses on the creation of computer programs that can teach themselves to evolve and grow when exposed to new data What is it?
- 7. 7 160,000,000 140,000,000 120,000,000 100,000,000 80,000,000 60,000,000 40,000,000 20,000,000 0 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Number of Device Owners (Smartphones and Tablet) NumberofDeviceOwners Source: Mobile/Tablets 3 month average ending June 2013
- 8. 8
- 9. 9
- 10. 10 Disruption
- 11. 11 Disruption
- 12. 12 By 2017 all assessments to be marked by software Proven increase in accuracy Disruption
- 13. 13 Oxford University predict 1 in 2 jobs are at risk
- 14. 14 60% of primary school children will have jobs that do not currently exist
- 15. 15 However…..
- 16. 16 The amount of bank tellers have doubled since the ATM was introduced
- 17. 17 • Can they share relevant information? • Can they offer comparisons? • Can they offer advice? • Can they offer advice without context? • Can they offer advice relating to our personal context? • Can they connect with us? Let’s put it to the test
- 18. 18 “If robots will do everything, what will humans do?”
- 19. 19 High volume, repetitive, predictable tasks VS Novel situations, empathy, unknown context
- 20. 20 The trusted advisor Trusted advisor Outcomes based Experience based Fact based
- 22. 22 Needs and wants Driven by Problems and opportunities The focus is on value
- 23. 23 Problems and opportunities are personal TODAY VS TOMORROW RISKS & REWARDS
- 24. 24 Rewards … what could you do differently if you achieve? …now will this make your life better? Tomorrow … what are you currently trying to achieve? … what are your plans for? Today … tell me how you currently do….. … What problems does this cause? Examples…. Risks … what things will get in the way? .. What happens if you don’t make the change? Exercise 1
- 25. 25 NEEDS WANTS SOLUTION VALUE ACTION So what?
- 26. 26 Leading our clients out of the desert Wants and needs • I want to make more money • I want more time • I want to grow • I want to save money • I want to feel in control Real-time Access any where Access any device More accurate data Less data input No back ups More secure No software updates Minimal IT infrastructure Connect with other software Get better insights Share information easily Collaborate Professional invoicing Easy to use Exercise 2
- 27. 27 How do the robots deal with fear? Fear of change • Loss of control • Uncertainty • Loss of face • Concern about competence • Past experiences
- 28. 28 Novel situations, empathy, unknown context Value driven – customer obsessed! Anticipate fear Stats tell…. Stories sell How to beat the robots at the communication game
- 29. Questions?
- 30. Access the presentation materials via: The QuickBooks Connect 2017 Conference App or Slideshare at: http://www.slideshare.com/tag/QBCUK17
Editor's Notes
- Who am I …. What about you
- More than 5 years, 10 years, 15 years, 25 years
- I have a prediction. Imagine contacting an Insurance / Utility Due to AI but more specifically Machine Learning
- Not just a decision tree Now interact with it Human behaviour
- Software is fed data, uses algorythms and predictions or results.
- Doubles over a period of time and then doubles again… and so on. Wembley – 1 cubic millimeter after 30 seconds and doubles every 30 seconds. 25 minutes, after 22 minutes there is 3 feet of water.
- What happened in 2007? WHAT IS THE NEXT IPHONE
- IBM billions of dollars Watson employs 10,000 people. Last year 6 billion invested , 2020 47 billion VR, software is getting a personality, it has a gender and we say please…. HOW ARE WE SEEING EFFECTS
- Machines can be trained and then learn – Diangosing colon cancer in seconds No professional intervention
- 6 million people with the disease and no cure Neurologist expensive (£300) and time consuming so people don’t do it. Tremors, breathiness and weakness indicators 98% accurate.
- Fokuko Mutual using Watson analyses medical certificates, hospital stays and surgeries 30% more efficient saving 1.2 Million per year
- Examining board in Australia years 3 to 9. Analyse all content and compare to past papers and marks. TEACHERS HAVE MORE TIME WIDER IMPLICATIONS
- Job Titles get more and more elaborate .. we are trying to express value Financial Insight Managers, Profit Accelerators, Growth Coach
- The paradox
- So let’s look at what our robot friends can and can’t do
- What is the weather like in London, What is the average temp in London. Do I need an umbrella today, can I have a barbeque tonight, DO THEY KNOW US Play , make me laugh.
- You will not beat the robots if on left.
- The true difference anticipate, understand specific Problems, Opportunities, Needs and Wants. They forsee issues and understand personal fear.
- Trusted advisors understand personal value
- You will find cards on your chairs. Mark each with Today / Tomorrow etc. Please place one killer question on each.
- Remember – Needs and Wants are driven by Problems and Opportunities Do not miss any out. They are linked.
- Put 2 wants and needs on cards and write features below HOW ABOUT FEAR
- Hey Siri.. Should I be worried about brexit…. Should I be worried about Trump.. ID or rank their reason and discuss the value to them. Use case studies for success, hold their hand, someone who can support at the firm, run 2 systems together, focus on how the world of business is changing – BlockBusters etc, start with small changes (eg mobile app)
- Remember… in 5 years time, we will not be able to tell the difference Knowledge is no longer power – Fastest growing firm in Top 100 (72nd) employs 50 software developers Why did you start your firm – why are you hear… to help your clients succeed. FINAL thought – find your bicycle.