HARNESSING THE POWER OF CONNECTION          Plugging into Generation “C”                      Brian Vellmure              ...
JUDGE A MAN                                                                 BY HIS                                        ...
a world where everyone                has access to anything or anyone from anywhere.                                   Wh...
CONNECTIONS
WE’RE INCREASINGLY CONNECTED                                        +4%               +70%   +58%   +4,377%            +67...
@BrianVellmure   http://www.brianvellmure.com
In 2008, the number of “things” connected to the internet          exceeded the number of people on the planet.          B...
WHAT HAPPENS WHEN WE CONNECT?
@BrianVellmure   http://www.brianvellmure.com
@BrianVellmure   http://www.brianvellmure.com
@BrianVellmure   http://www.brianvellmure.com
WHAT’S DIFFERENT?
SMARTER AND FASTER CONNECTIONS                      @BrianVellmure   http://www.brianvellmure.com
SMARTER & FASTER CONNECTIONSSMARTER AND FASTER CONNECTIONS                      @BrianVellmure   http://www.brianvellmure....
SMARTER AND FASTER CONNECTIONS                      @BrianVellmure   http://www.brianvellmure.com
INTERACTIONS ARE NOW ON STAGE FOR THE WORLD TO SEE    ... and respond to                      @BrianVellmure   http://www....
@BrianVellmure   http://www.brianvellmure.com
Binders full of women                        @BrianVellmure   http://www.brianvellmure.com
@BrianVellmure   http://www.brianvellmure.com
INTERACTIONS ARE ARCHIVEDFOR THE WORLD TO ANALYZE    ... and respond to                       @BrianVellmure   http://www....
IN SUMMARY             CONNECTIONS SUMMARY1. Smarter and faster connections leading to exponentialglobal connectedness2. M...
THE DIGITIZATION OF EVERYTHING
Portrait byPopeye Francom                 @BrianVellmure   http://www.brianvellmure.com
THE DIGITIZATION OF EVERYTHING   THE DIGITIZATION OF EVERYTHINGMEDIA         LOCATION                          BRAIN      ...
“Every industry that becomesdigital eventually becomesfree”                                                      Chris And...
THE DIGITIZATION OF EVERYTHING  If	  the	  typical	  worker	  in	  1982	      wanted	  to	        purchase	  something	  w...
THE DIGITIZATION OF EVERYTHING             Drop in DNA Sequencing CostHuge Drop in Cost of computing power - inverse of Mo...
WHAT DOES ALL OF THIS MEAN FOR THE    CUSTOMER EXPERIENCE?
Help me accomplish             Help me feelwhat I’m trying            good    to do                  @BrianVellmure   http...
INFINITE NEW PATHWAYS ARE OPENING UP                          @BrianVellmure   http://www.brianvellmure.com
Let’s rephrase the            question...                                    In a world where                             ...
NEW MANDATES AND OPPORTUNITIES       in a connected world
SPEED OF INNOVATION SURPASSINGCAPABILITIES OF TRADITIONAL ORGANIZATIONS                                       “Competitive...
SOURCE: IBM 2012 CEO Study   @BrianVellmure   http://www.brianvellmure.com
@BrianVellmure   http://www.brianvellmure.com
Deeper Customer Profiles Deeper customer insights (customer journey, more     intelligent customer clusters/segments)  New ...
KEY QUESTIONS
How will you leverage the collective intelligence of your networks to learn, analyze, innovate productand service offering...
THANK YOU.      Let’s continue the dialogue.   @BrianVellmure   brian@brianvellmure.com   http://www.brianvellmure.com
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Harnessing the power of connection

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Harnessing the power of connection

  1. 1. HARNESSING THE POWER OF CONNECTION Plugging into Generation “C” Brian Vellmure Executive, Analyst, Consultant, Speaker, Writer Customer Experience, Acquisition, & Retention Social Business CRM Future & Innovation@BrianVellmure http://www.brianvellmure.com
  2. 2. JUDGE A MAN BY HIS QUESTIONS RATHER THAN BY HIS ANSWERS - VOLTAIREIMAGE CREDIT: FastCoDesign.com - prototype for Google Glass @BrianVellmure http://www.brianvellmure.com
  3. 3. a world where everyone has access to anything or anyone from anywhere. What would you do to thrive?IMAGE SOURCE: URBEINGRECORDEDcom @BrianVellmure http://www.brianvellmure.com
  4. 4. CONNECTIONS
  5. 5. WE’RE INCREASINGLY CONNECTED +4% +70% +58% +4,377% +67%UNIQUES STATS: ComScore State of the Internet Q1 - 2012 @BrianVellmure http://www.brianvellmure.com
  6. 6. @BrianVellmure http://www.brianvellmure.com
  7. 7. In 2008, the number of “things” connected to the internet exceeded the number of people on the planet. By 2020, there will be more than 50 Billion “things” connected. Source: Dave Evans, CiscoBY THE WAY, IT’S NOT JUST PEOPLE CONNECTING @BrianVellmure http://www.brianvellmure.com
  8. 8. WHAT HAPPENS WHEN WE CONNECT?
  9. 9. @BrianVellmure http://www.brianvellmure.com
  10. 10. @BrianVellmure http://www.brianvellmure.com
  11. 11. @BrianVellmure http://www.brianvellmure.com
  12. 12. WHAT’S DIFFERENT?
  13. 13. SMARTER AND FASTER CONNECTIONS @BrianVellmure http://www.brianvellmure.com
  14. 14. SMARTER & FASTER CONNECTIONSSMARTER AND FASTER CONNECTIONS @BrianVellmure http://www.brianvellmure.com
  15. 15. SMARTER AND FASTER CONNECTIONS @BrianVellmure http://www.brianvellmure.com
  16. 16. INTERACTIONS ARE NOW ON STAGE FOR THE WORLD TO SEE ... and respond to @BrianVellmure http://www.brianvellmure.com
  17. 17. @BrianVellmure http://www.brianvellmure.com
  18. 18. Binders full of women @BrianVellmure http://www.brianvellmure.com
  19. 19. @BrianVellmure http://www.brianvellmure.com
  20. 20. INTERACTIONS ARE ARCHIVEDFOR THE WORLD TO ANALYZE ... and respond to @BrianVellmure http://www.brianvellmure.com
  21. 21. IN SUMMARY CONNECTIONS SUMMARY1. Smarter and faster connections leading to exponentialglobal connectedness2. Many digital interactions are on a stage for the worldto see (and respond to)3. Digital Interactions are archived for the world toanalyze
  22. 22. THE DIGITIZATION OF EVERYTHING
  23. 23. Portrait byPopeye Francom @BrianVellmure http://www.brianvellmure.com
  24. 24. THE DIGITIZATION OF EVERYTHING THE DIGITIZATION OF EVERYTHINGMEDIA LOCATION BRAIN CONTENT BIOLOGYBOOKS MANUFACTURING - 3D PRINTING MUSIC ECOLOGY MACHINES MOVEMENT INTERACTIONS @BrianVellmure http://www.brianvellmure.com
  25. 25. “Every industry that becomesdigital eventually becomesfree” Chris Anderson @BrianVellmure http://www.brianvellmure.com
  26. 26. THE DIGITIZATION OF EVERYTHING If  the  typical  worker  in  1982   wanted  to   purchase  something  with   compu;ng   power  of  an  iPad2,  it  would  have  cost  more  than  360  years  worth  of  wages. @BrianVellmure http://www.brianvellmure.com @BrianVellmure http://www.brianvellmure.com
  27. 27. THE DIGITIZATION OF EVERYTHING Drop in DNA Sequencing CostHuge Drop in Cost of computing power - inverse of Moore’s Law But remember, everything is becoming digitized, even our DNA @BrianVellmure http://www.brianvellmure.com
  28. 28. WHAT DOES ALL OF THIS MEAN FOR THE CUSTOMER EXPERIENCE?
  29. 29. Help me accomplish Help me feelwhat I’m trying good to do @BrianVellmure http://www.brianvellmure.com
  30. 30. INFINITE NEW PATHWAYS ARE OPENING UP @BrianVellmure http://www.brianvellmure.com
  31. 31. Let’s rephrase the question... In a world where everyone HAS access to anything or anyone from anywhere, how WILL you compete?IMAGE SOURCE: URBEINGRECORDEDcom @BrianVellmure http://www.brianvellmure.com
  32. 32. NEW MANDATES AND OPPORTUNITIES in a connected world
  33. 33. SPEED OF INNOVATION SURPASSINGCAPABILITIES OF TRADITIONAL ORGANIZATIONS “Competitive Intensity has more than doubled in the last 40 years” “Big companies are losing their leadership position at an increasing rate” “Greater access to information and choices boost consumer power” “Winning companies are barelyholding on, while losers experiencerapidly deteriorating performance” “Brand disloyalty is increasing among consumers, particularly the younger generation” @BrianVellmure http://www.brianvellmure.com
  34. 34. SOURCE: IBM 2012 CEO Study @BrianVellmure http://www.brianvellmure.com
  35. 35. @BrianVellmure http://www.brianvellmure.com
  36. 36. Deeper Customer Profiles Deeper customer insights (customer journey, more intelligent customer clusters/segments) New frontiers of intelligent recommendations for customers and agents Amplifying Digital AdvocacyLeveraging the power of the crowd (Crowdsourcing) Creating and nurturing the power of connected communities @BrianVellmure http://www.brianvellmure.com
  37. 37. KEY QUESTIONS
  38. 38. How will you leverage the collective intelligence of your networks to learn, analyze, innovate productand service offerings, serve your customers better, and encourage them to advocate on your behalf? How will you aggregate digital interactions into your customer profiles, and use it to serve them better?How can you engage with your prospects and customers more effectively at each touchpoint in the customer journey? @BrianVellmure http://www.brianvellmure.com
  39. 39. THANK YOU. Let’s continue the dialogue. @BrianVellmure brian@brianvellmure.com http://www.brianvellmure.com

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