N Millard Clouds, Crowds And Customers


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Our guest speaker, Nicola Millard – Customer Experience Futurologist at BT, looks at how traditional business models are being challenged by both customers and employees as new technologies and new ways of collaboration emerge.

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  • What is Kulu Valley: video + slides/docs = visual messageKey differentiator: Makes creation and distribution of visual messages fast & simpleKulu Valley is a dynamic visual messaging solution which is changing the way employees engage with customers and colleagues.
  • N Millard Clouds, Crowds And Customers

    1. 1. Clouds, Crowds and Customers:<br />Doing Business as Unusual<br />Dr Nicola J. MillardCustomer Experience FuturologistBT Global Servicesnicola.millard@bt.com<br />
    2. 2. 4<br />38<br />3<br />13<br />5 months<br />Clouds, Crowds and Customers…<br />Generational change<br />Technological change<br />New Business Models<br />Organisational change<br /><ul><li>Baby boomers
    3. 3. Generation X
    4. 4. Generation Y
    5. 5. Millennials
    6. 6. Radio
    7. 7. Television
    8. 8. Mobile
    9. 9. Internet
    10. 10. Content
    11. 11. Monolithic
    12. 12. Networked
    13. 13. Devolved
    14. 14. Co-created </li></ul>Years to reach <br />50 million users:<br />“Without the emergence of new generation with new attitudes and beliefs, as well as a passion for using new technologies, neither the telegraph and telephone of the 19th century, nor the broadcast media of radio and television in the 20th century, nor even this century’s Internet and mobile communication technologies would be able to make any real difference.” <br />
    15. 15. I like to take time to make the right decisions in life<br />83%<br />I let my heart rule my head when it comes to making decisions <br />30%<br />Self-service is good as it puts me in control<br /> 58%<br />I’ve got a very good attention to detail<br />78%<br />I enjoy chatting for long periods of time with friends, family, colleagues<br />59%<br />I never have enough time to get everything done in life<br />53%<br />Customers are Changing<br />I want organisations to make it easier for me to do business with them<br />83%<br />1<br />0<br />1<br />2<br />3<br />4<br />5<br />2<br />
    16. 16. The Consumerisation of IT.<br />At work...<br />At home...<br />“24% of employees use their own technologies on corporate networks”, <br />Gartner, 2010.<br />
    17. 17. Are Millennials Changing the Shape of Future Work?<br />
    18. 18. Working in the Clouds.<br />91% of people want to work away from traditional work spaces, <br /> IBM, 2008. <br />
    19. 19. Mobile Device Capabilities in 2013.<br />Ability to watch and create full high-definition video content on the move<br />Storage to carry:<br /><ul><li> 80 HD movies
    20. 20. 250,000 music tracks </li></ul>Seamless roaming between range of high-bandwidth wireless networks<br />Easy, wireless synchronisation of media with other devices <br />Flexible displays and built-in projectors overcome device size limitations<br />Knowledge of location used to target information<br />7<br />Copyright - BT Global Services, 2010<br />
    21. 21. Mobile & Location Based Service Make Multi-Channel Integration More Important.<br /><ul><li>Outbound text and Apps for customer service have mushroomed
    22. 22. However, these do not always reassure consumers or improve service levels
    23. 23. Inaccurate information
    24. 24. Different data across channels
    25. 25. Gap between predicted and actual event
    26. 26. Smart Phone users use all channels more
    27. 27. Better enterprise wide info needed
    28. 28. Websites and Apps need to be designed for smart phones, including hyperlocality & integrated links to the call centre</li></ul>Copyright - BT Global Services/Avaya, 2010<br />
    29. 29. The Way That We Seek Advice is Changing.<br /><ul><li>56% of online consumers agree that their calls are more complex as simple transactions are automated.
    30. 30. 64% say they would rather use the phone than a website FAQ to sort out problems</li></ul>“In this self-service era, it is critical to recognize that satisfaction with a company’s web site and voice response system are not as powerful in generating or reinforcing consumer loyalty as the core human touch points”, <br />Strativity Group, 2009.<br />Copyright - BT Global Services/Avaya, 2010<br />
    31. 31. The Networked Expert.<br />“The complexity of enquiries now is amazing – especially now in a time of financial uncertainty. With complexity comes longer calls and higher expertise.<br />Contact centres, especially, have never been viewed for what they’re becoming”<br />CIO, UK Retail Bank.<br />Copyright - BT Global Services, 2010<br />
    32. 32. Social Learning.<br />
    33. 33. Content Creation at Light Speed – Kulu Valley.<br />Self-publish & distribute in minutes ; change in minutes<br />No software install - web browser only (also works on mobile devices)<br />Web Browser<br />Slides / collateral + video<br />Internal / external<br />Visual message<br />Internal & external communications: view anywhere<br />Record anywhere: desktop, studio, events <br />
    34. 34. Only 25% agree<br />Most of the online recommendations I read on the internet are not very useful<br />31% agree <br />I trust the content on customer forums, it's unbiased and reliable <br />51% agree <br />I trust the content on a customer forum more than an organisations' website<br />Only 24% agree<br />I trust the content on an organisation's website or forum, it's unbiased and reliable<br />83% agree <br />I use reviews of products and services on the internet to check quality<br />37% agree <br />I contribute to online forums, online reviews e.g. Trip Advisor etc<br />Customers Bypassing Organisations.<br />Copyright - BT Global Services/Avaya, 2010<br />
    35. 35. Helping other consumers with problems with their products and services<br />20% say it would really add value<br />Customer Collaboration - Online Forums are Popular.<br />Copyright - BT Global Services/Avaya, 2010<br />
    36. 36. How BT is Networking Customers.<br />BT.com/help & forums<br /><ul><li>4,655 messages posted
    37. 37. 376 ratings from other users
    38. 38. 76.5 full days spent online reading over 155k messages and helping our customers</li></ul>BT Viewpoint Business Blogs <br />You Tube<br />UK Consumer and Technical Forums<br />
    39. 39. Total Transparency.<br />16<br />Customers’ thirst for updates reflected in the numbers:<br />Great response from customers:<br />RichieJones Now that is transparency!! RT: @BTCare: Service restoration now underway but may take some time. See pic: http://bit.ly/gw07ZE<br />CallMeKallam @MangaUK The exchange is in Gerrard Street, but I believe that caters for the West End. Follow @BTCare for info, they're good chaps.<br />Over 15,000 views<br />rscales@BTCare not affected by today’s problems but if I was I’d find your updates really useful, keep it up!<br />RadioTaxisGroup @BTCare Thanks for update - we've 19 radio aerial sites + 3000 taxis radio network is out we're using mobile phones to keep going.<br />
    40. 40. Networking experts: @BTCare & @BTBusiness.<br />A cheaper, easier and quicker channel for talking to customers than voice - “it’s more convenient than calling and waiting in a queue… it’s fast … and it’s a more personal service”, <br />@BTBusiness Customer.<br />Thanks to Dr Simon Thompson.<br />Copyright - BT Global Services, 2010<br />
    41. 41. New Ways of Forming Communities.<br />Hierarchies, budgets, processes, rules, controls.<br />Anarchic, Passionate,<br />Motivated,<br />Fluid,<br />Co-operating.<br />“Collective Intelligence is the capacity of human collectives to engage in intellectual cooperation in order to create, innovate, and invent.”Levy, Surowiecki &Tovey.<br />
    42. 42. Thank You<br />Dr Nicola J. MillardCustomer Experience FuturologistBT Global Servicesnicola.millard@bt.com<br />Twitter: @DocNicola<br />Blog on BT Viewpoint:<br />http://www.blog.bt.com/viewpoint<br />