Superfast Business The Future of Digital Business 2014 Updated


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Superfast Business - offers fully funded support to help ambitious businesses in the South West with a focus on rural areas identify, maximise and profit from the opportunities that superfast broadband and new technologies present. They have a team of expert advisers, a programme of events on hot topics offering inspirational insights and practical solutions and access to IT specialists and knowledge.

The service is aimed at businesses who have heard superfast broadband is coming to their area or are already experiencing good connection speeds and fulfill ERDF eligibility criteria.

Register on their website today to see if your business is able to access the full support package and keep up to date with the latest technologies and information.

t: 0845 603 8593

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Superfast Business The Future of Digital Business 2014 Updated

  1. 1. Serco Internal The future is now Technology trends for business Lizzie Whitchurch @cosmic_lizzie Cosmic
  2. 2. Serco Internal What is superfast business programme? • Superfast Business is a European Funded programme of fully funded business support for SMEs • Delivered by Peninsula Enterprise, working with the Local Authorities & Connecting Devon & Somerset broadband rollout project
  3. 3. Serco Internal • Business advice and specialist support to help growth businesses maximise the opportunities of Superfast Broadband and associated technologies. • Benefits for businesses can include:  Competitive advantage through take-up and exploitation of SFBB  Increased productivity  Improve access to new markets and business opportunities  Increase competitive advantage for businesses in rural locations  More flexible and environmentally friendly working practices  Increased opportunity for innovation  Efficiency and timesaving • Eligibility criteria apply to businesses accessing the service Superfast Business Support
  4. 4. Serco Internal
  5. 5. Support Available – 12 hours of support
  6. 6. Serco Internal 1. Register on our website (which incorporates the Knowledge Hub). to unlock access to a range of resources and materials 2. Check your eligibility 3. Let us know what areas of ICT and technology you might be interested in 4. Talk to our Client Relationship Co-ordinator to check your eligibility and arrange an appointment with one of our dedicated Business Advisers Next Steps Developing an ICT strategy Developing your ICT network/ infrastructure Engaging new and existing customers Collaboration Client Relationship Management Systems Flexible working Moving your business to the Cloud Business Continuity
  7. 7. Serco Internal NwKQQ
  8. 8. Serco Internal • • twitter @superfastbiz • Facebook • join our LinkedIn group 'Superfast Business SW' • • 0845 603 8593 Stay up to date
  9. 9. Serco Internal The future is now… Technology trends for business
  10. 10. Serco Internal Boston Consulting report
  11. 11. Serco Internal
  12. 12. Serco Internal Business is Changing UK ?
  13. 13. Serco Internal Business with no change? 2012 Physical CDs - ½ million Downloads –183m
  14. 14. Serco Internal % of sales online 6% of UK Sales £2.6 billion 33% of UK Sales £2 billion – digital 17% - book revenues onlineFinancial Times subscriptions : 316k digital vs 286k print
  15. 15. Serco Internal What’s the future for business? • Social – A faster, rapid and two way conversation. • Information – ‘Big Data’ evolves towards wisdom • Cloud – The ‘everywhere’ access • Mobile – Becoming the primary computing device/platform
  16. 16. Serco Internal 1. Think Mobile
  17. 17. Serco Internal Mobile
  18. 18. Serco Internal Mobile Card reader And we can receive payments from cards…. 2.75% per swipe for Visa, American Express, MasterCard and Discover. No contracts, monthly fees or merchant accounts. Funds are deposited into bank account the next day.
  19. 19. Serco Internal Check-in • We can check in… • Facebook – Check-in to your business – Appears in friend’s feeds • And advertise alongside check- in – Discounts and deals • Foursquare – Check-in – Vouchers and deals
  20. 20. Serco Internal Google GogglesSearch by taking a photo through your mobile phone…..
  21. 21. Serco Internal Augmented Reality • Use your camera as a browser….
  22. 22. Serco Internal Engaging customers through Augmented Reality: L’Occitane, beauty manufacturer have embraced Augmented reality, using it within their printed brochures and in store for additional experiences and instant purchase
  23. 23. Serco Internal Create your own…and … tap-to-buy
  24. 24. Serco Internal Customers purchasing through Augmented Reality: Goertz shoe company, Germany have created a virtual shoe store for scanning, sizing and purchasing in store
  25. 25. Serco Internal Retaining customers through Augmented Reality: Mitsubushi have used AR to create support for installers replacing and repairing air conditioning units
  26. 26. Serco Internal Google Glass Google Glass The next consumer challenge – Google Glass:
  27. 27. Serco Internal Maintaining cars using Augmented Reality: BMW are researching the use of AR for car repairs to ensure consistency of skills levels for staff.
  28. 28. Serco Internal Is your business mobile friendly? •Your presence in databases is even more important – Wikipedia, TripAdvisor •Make sure your website works well on a range of mobile devices •Check you can accept payments – sales •Review your check-in options •Create augmented reality applications, mobile promotions, vouchers, deals Think mobile..
  29. 29. Serco Internal 2: Clouds for Everyone Cloud computing: Storing and accessing data and programs over the Internet instead of your computer's hard drive
  30. 30. Serco Internal The Cloud provides ‘on demand’ Stores your content in the cloud and wirelessly pushes all of it to your other devices that you are logged into…… Current estimate.. by the end of 2013, more than 75% of UK businesses will be using cloud services.
  31. 31. Serco Internal • You can replace… – Software – File storage – Email servers and exchange – Platforms With cloud technologies
  32. 32. Serco Internal • Replace capital costs with revenue costs • Flexible – scale up and down easily • Can reduce computer power and equipment • Highly secure • Great for backup and disaster recovery Key features
  33. 33. Serco Internal • Cloud computing is not about • your hard drive. That’s local storage and computing. Working off your hard drive is how the computer industry functioned for decades. • having a dedicated hardware server in residence. Storing data on a home or office network does not count as utilizing the cloud.
  34. 34. Serco Internal Cloud computing
  35. 35. Serco Internal Starts at £3.30 a month
  36. 36. Serco Internal
  37. 37. Serco Internal Google includes apps such as: • Gmail for Business • Google Calendar • Google Docs • Google Cloud Connect • Google Hangout • Google Sites • Google Video • £3.30/user/month
  38. 38. Serco Internal Starts at £6.50
  39. 39. Serco Internal Office 365
  40. 40. Serco Internal 3. Be Social
  41. 41. Serco Internal In the UK? • 31,415,640 Facebook users • Average age 40 • 10,000,000 Twitter users • Average age 37
  42. 42. Serco Internal Video – becoming so important • Product descriptions, visualisations • Expert analysis, talks • Case studies, testimonials Becoming significant in Search Results YouTube Education • iTunes U •Major universities •Khan Academy •You Tube Democracy What’s new in Social Media?
  43. 43. Serco Internal How much Klout do you have?
  44. 44. Serco Internal Use social media for sales •Listening for social cues – Listening for your brand and reputation • Listen to hashtags for mention of needs # • Check social media search terms – Check out your reputation • Check SERPs of your phrases • Check review sites • Ready crisis management plan
  45. 45. Serco Internal Hashtag ideas • Sector specific • #windpower • #climatechange • Geographic specific • #ivybridge • #devon • Campaign specific • #greenenergy • Media specific • #journorequest • #prrequest
  46. 46. Serco Internal Use social media for sales •Broadcasting your messages • Broadcast your brand and reputation • Let people know what you are doing • Engage in consumers conversations • Become interested and interesting • Link back to your website
  47. 47. Serco Internal
  48. 48. Serco Internal
  49. 49. Serco Internal Owned Content Video, blogs, photos ‘Tradigital’ E-news Forums Digital magazines Traditional Media Press Social networks Facebook Twitter YouTube LinkedIn Website Responsive design Mobile enabled Content first strategy
  50. 50. Serco Internal • What content? • Video – for sales and marketing • Product descriptions, visualisations • Expert analysis, talks • Case studies, testimonials Becoming significant in Search Results Pre sales – research Post sales - support Content first strategy
  51. 51. Serco Internal Creating video content for customer retention: Sony Xperia have created a YouTube channel of all their support and advice guides.
  52. 52. Serco Internal Creating communities Keeping customers through community building: River Cottage have created a community that has 36,000 subscribers actively engaged… Revenue from customers that are engaged in a company's community is 19 % higher on average than from those that aren't. Source: A Big Payoff from Online Company Communities
  53. 53. Serco Internal Don’t ignore social media • Use listening tools for sales opportunities and reputation management • Broadcast, but link back to your website & measure your success • Create a ‘content first’ strategy. Create content and use many times • Look at video as an engagement tool
  54. 54. Serco Internal The power of e-news
  55. 55. Serco Internal E-newsletters • Currently - 50,000 subscribers • Has taken 5yrs to build • Segmented – Equine – Shooting – Farming
  56. 56. Serco Internal E-news is measurable • 168,000 email subscribers • Biweekly • Current open rate ± 28% • ROI on each email activity is ± £10,000 for products in the email
  57. 57. Serco Internal
  58. 58. Serco Internal Gather customers emails religiously • 3-4 stories • Keep it simple • Keep it visual Always link back to website Builds loyalty and advocacy Creates 7 touch points for new sales
  59. 59. Serco Internal E-newsletters • Segment for different audiences • Measure each e-newsletter and review success • Keep the content simple • Always link back to website • Measure journey on website from click (Analytics)
  60. 60. Serco Internal Design CRM around customer experiences
  61. 61. Serco Internal •A CRM system – A central CRM system for • Enquires, leads • Customer sales • Customer service handling – Can provide reports – Use data to provide forecasting – Be a mine of intelligence – Accessible from anywhere for all staff to input and use
  62. 62. Serco Internal
  63. 63. Serco Internal
  64. 64. Serco Internal Customer experience mapping exercise
  65. 65. Serco Internal Information is getting bigger
  66. 66. Serco Internal • We are creating 2.5 billlion GB of data every day • In the last 2 years we have created 90% of the data on the planet
  67. 67. Serco Internal • Information is big - Big Data. • More things on the internet than people • How can we make the most of this? Collate info & use this to predict future client behaviour? Big Data
  68. 68. Serco Internal The Internet of things
  69. 69. Serco Internal
  70. 70. Serco Internal • Recent research • 12 % of organisations have a big data strategy • 21 % say they don't know enough about big data. • A separate study • 29 % of organisations are 'analytically challenged’ • 67 % of business leaders saying that analytics made their companies more competitive. • These studies demonstrate that it's not only a lack of skills but a widespread lack of understanding about the value it can bring.
  71. 71. Serco Internal Predictive Analytics Want to predict who your customers will be? Predictive Analytics can help do that…. • Tesco– can predict the exact day customers will return and the amount they will send within £10 for around 20% of their customers • issues100m personalised coupons at checkout. PA has increased redemption rates x 4 times. • Mobile phone company – have successfully predicted mobile subscribers that are 10x more likely than average to cancel • HP – PA models generate ‘flight risk’ score for all employees. Estimates $300m savings
  72. 72. Serco Internal LA Police Review 13 million past crimes to predict current behavior
  73. 73. Serco Internal •Mobile •Cloud •Social •Big data Discussion
  74. 74. Serco Internal 0845 094 6108 Further information