A presentation made at the ISE Innovation Conference in Calais on the 4th Dec 2018.

1. We have changed...
4.0
Customer
Citizen
Generation

2. … the way we
SHOP

3. We have changed
… the way we
VOTE

4. … the way we
LIVE

5. … the way we
TRAVEL

6. Where human evolution meets
technology revolution

7. AI
IoT
Big Data
Mobility
Connectivity

8. What has changed?
4.0
Customer
Citizen
Generation

9. Social Media
GIVING YOU A VOICE

10. Social Media
CREATING INFLUENCERS

11. Adverts
1x
Influencer
3x
Advocate
7x

12. How digital disruption works...
4.0
Customer
Citizen
Generation

13. Digitally
Competent v
Digital
Native
● Transform the model
● Process led
● Infrastructure reliant
● Staff change management
● Customer change
management
● Shareholder driven
● Terrified by complexity
● Re-invent the model
● Vision led
● Minimal infrastructure
● New teams
● A new customer
experience
● Customer value driven
● No fear of complexity

14. How we got here...
4.0
Customer
Citizen
Generation

15. Customer 3.0
Customer 1.0 Customer 2.0
Customer 4.0
“Probably
the best
lager in the
world!”
“Any colour
as long as it’s
black!”
“The best
coffee for
the best
you!”
“Airbnb is
about
belonging.”

16. Rules of 4.0
Value Agile
Purpose Authentic

17. Use Case - Health
4.0
Customer
Citizen
Generation

18. Digitally
Competent v
Digital
Native
● Institution led
● Therapy and Illness focus
● Deep medical expertise
● Language of
professionals
● People led
● Prevention focussed
● Health and lifestyle experience
● Language of healthy living