5. We are in the age of Living Services.
Don’t forget they are listening to us.
Watching.
And taking notes.
6. Home is where your Mobile is.
1. Digital Home Fatigue.
2. Beyond the Phablet.
3. The Quantified Self.
4. You are The Interface.
5. In Conversation with Objects.
6. Living Arrows.
7. Invisible Money.
8. Grudge Buys.
9. To Serve or Not to Serve.
14. To Serve or Not To Serve?
It’s better to be interesTED than
interesTING. #NMHOPTech
Editor's Notes
It’s that time of year again when everyone prognosticates about their vision of the trends that are going to be happening in the coming year. One of the things to keep in mind when looking at the future trends, is that they are not future trends –they are happening right now, already impacting your business and in some cases your everyday life. The changes are happening at breakneck pace, and because we’re in the middle of what’s going on, we don’t see the changes as they are occurring.
We are going to snap through this session with a few tech phrases and the thought processes powering them and the changes guaranteed to occur in our industry.
Reference Steve Jurvetsen’s Tweet.
To execs accustomed to thinking of their biz as bricks and mortar rather than Data, Trends and Experience that work best when they collaborate, many emerging technologies have the zany novelty of a goofball comedy show.
BUT throw in REDUCE COSTS and leasing VELOCITY BOOST and the game changes…
Defined as “An economic model where creation, ownership and access are shared between people and corporations.” The COLLABORATIVE ECONOMY is here.
Brands like Airbnb, Uber, Lyft, TaskRabbit, Zipcar, LendingClub…have introduced a whole new economic model that has major implications for how consumers are interacting with each other.
The collaborative economy is cooperation between products, ideas and people and is just another step in the social revolution.
Take a quick look at a typical routine morning…
Sleep Report Card, Argus, Weather, LiveStream Morning Show, EasilyDo, Dropbox, Tripcase, Thumbtack, Swarm, Uber, Wave, Shazaam, Munchery…
Apps must be more adept at things that have eluded them before:
Before it was about society controlling consumer behavior as well as computers controlling consumers. This image is a ZiggyStardust/ClockWork Orange mashUp abusrdly illustrates how “The Man” used to elicit and control consumer behaviors.
Now and tomorrow, it’s about understanding customer behavior based on rich data from LISTENING SERVICES and transforming this data into a beautiful, personalized response to their needs. This intelligence will be stronger though alliances with third parties through…OPEN PLATFORMS.
Mapping the CUSTOMER JOURNEY Blah-blah-blah-blah: Journey Maps may be old news to you now, but they are strong bones upon which new ideas stand tall.
Moments Matter – Take advantage of every experience the customer has with your brand no matter what the interaction is and what device it’s happening on. OLD NEWS, but moments do matter when technology allows us to reach our customers at any stage along the customer journey. And now it’s all about MICRO MOMENTS.
Old Business Will Become New
The connectivity of things radically shapes people’s lives and expectations. Brands must deliver services that are contextually aware, learn about us, maintain relevance in our lives and meet our evolving needs
Change will beget change - Digital innovation does not happen on it’s own nor without consequences. For radical departures from convention, watch for gaps in between ideas, but be we know that hyped developments often struggle to adapt to existing systems and economic reality. These truths are where the need for Open Platform and Data Sharing becomes supremely evident.
Home is where your mobile phone is…let’s talk about that iva DIGITAL HOME FATIGUE.
The Connected home with ability to track and monitor our usage with appliances and infrastructure for a better home lifestyle is misleading. As we move through the next emerging trend cycle, prepare to hear more about the Distributed Home, where elements of the home get smarter and more accessible via mobile.
Startups are the most disruptive players in the distributed home.
Their devices are often focused on solving a single problem; NEST protect re-imagines the smoke alarm, AUGUST the smart lock and Philips HUE is a wireless lighting system. The SMARTPOSER strip allows you to control appliances from your smartphone. REMOTELY and AT&T’s DIGITAL LIFE allow you to do just that…remotely manage your home with cameras and mobile control.
These technologies are becoming increasingly used by consumers to determine where they want to call home.
Reviews and ratings and online discussions are influencing decisions that business owners may not even be aware of.
A monumental consideration in today’s consumer choices that impacts multifamily is connectivity availability. Do I want to live somewhere if my iphone doesn’t work or the wifi is spotty?
Technologies like WIREDSCORE evaluates buildings for the quality of their internet connectivity and confers ratings that prospective tenants in commercial and residents in multifamily can use as a guide.
For the property manager, an advisory function assists when the common resident complaint becomes “Our connectivity stinks – FIX IT.”
WiredScore which grew out of a consumer’s frustration with his home, work space and hotel becomes the MightyMouse of saving the day.
We’ll quickly touch on these 9 ideas to obtain an idea of where and why tomorrow’s best ideas may arise.
As modern communications technology devices have miniaturized, they have become more difficult to interact with…even with the “PHABLET”. As nifty as responsive design and docusigning for documents might be, it’s doubtful that a lease (with 13 separate addenda) signing wiill occur on a smartphone. The lack of space on screen-based displays provides a clear opportunity for screenless displays to fill the gap.
Full-sized keyboards can already be projected onto a surface for users to interact with, without concern over whether it will fit into a pocket.
Evoking fond memories of the early Star Wars films, holographic images can now be generated in three dimensions; in 2013, MIT’s Media Lab reported a prototype inexpensive holographic color video display with the resolution of a standard TV.
So what’s the application to MultiFamily Operations and Technology?
Commercial developers and architects are already employing immersive “EXPERIENTIALISM” tools into design and construction, imagine the implications on leasing and pre-leasing to new apartment homes and those ready for a total repositioning.
3D visualization makes for better development projects and cost controls because design flaws can be spotted and fixed in advance. 3D Visualization enables residents and prospective residents to see how they would fit into a space and adapt it to suit their requirements customizing their home selection experience. Visualization might not allow for physical touching an experience, but it can certainly allow for seeing, feeling, smelling, hearing and if you’ve got the right brand of cookies baking in the leasing office…tasting their new apartment home.
Screenless display may also be achieved by projecting images directly onto a person’s retina, not only avoiding the need for weighty hardware, but also promising to safeguard privacy by allowing people to interact with computers without others sharing the same view. By January 2014, one start-up company had already raised a substantial sum via Kickstarter with the aim of commercializing a personal gaming and cinema device using retinal display. In the longer term, technology may allow synaptic interfaces that bypass the eye altogether, transmitting “visual” information directly to the brain
Until we get to that point, various companies have made significant breakthroughs in the field, including Virtual Reality Headsets like OCULUS VR, Bionic Contact Lenses, and Hologram-like videos without the need for moving parts or glasses.
The Quantified Self movement has existed for many years as a collaboration of people collecting continual data on their everday activities in order to make better choices about their health and behavior. With today’s Internet of Things (ioT), Tweeting your pics of your favorite coffee has a much wider impact. It leads “Big Brother” to predictive analytics and Branded Personalization.
Smartphones contain a rich record of people’s activities including who they know (contact lists, social networking apps), who they talks to (call logs, text logs, emails), where they go (GPS, wi-fi & geotagged photos) and what they do (apps we use, accelerometer data)
Using this data, and specialized machine-learning algorithms, detailed and predictive models about people and their behaviors can be built to help with urban planning, personalized medicine, sustainability and medical diagnosis…and apartment home preferences.
For example, teams at Carnegie Mellon utilize smartphone data to predict the onset of depression by modeling changes in sleep behaviors and social relationships over time. In another example, the LIVEHOODS project, large quantities of geotagged data created by people’s smartphones (using software such as Instagram and Foursquare) and crawled from the Web have allowed researchers to understand the patterns of movement through urban spaces. ULI’s Fall annual meeting included sessions where multifamily Developers and Architects are utilizing data in creating different flow patterns and layout of apartment buildings, common area amenities and unit types, creating a more customer-friendly and ease of use approach to apartment communities.
BEACONS and Sensors have become cheap and increasingly ubiquitous as more manufacturers include them in their products to understand consumer behavior – removing the need for expensive market research. For example, cars can record every aspect of a person’s driving habits, and this information can be shown in smartphone apps or used as big data in urban planning or traffic management. As the trend continues toward extensive data gathering to track every aspect of people’s lives, the challenge becomes how to use this information optimally, and how to reconcile it with privacy and other social concerns.
Predictive Intelligence Benchmark Report found that there is a 12-25% increase in sales if the transactional message includes personalized product recommendations.
The connected consumer is constant. As the global consumer becomes more connected , we don’t care what device they’re using. Care that they are connected. And…are you?
The ability to control a computer using only the power of the mind is closer than you might think. Brain-computer interfaces, where computers can read and interpret signals directly from the brain, have already achieved clinical success in allowing quadriplegics, those suffering ‘Locked-in syndrome’ or people who have had a stroke to move their own wheelchairs or even drink coffee from a cup by controlling the action of a robotic arm with their brain waves. In addition, direct brain implants have helped restore partial vision to people who have lost their sight.
Recent research has focused on the possibility of using brain-computer interfaces to connect different brains together directly. Researches at Duke University last year reported successfully connecting the brains of two mice over the internet (into what was termed a “brain net”) where mice in different countries were able to cooperate to perform simple tasks to generate a reward.
In 2013, scientists at Harvard reported they were able to establish a functional link between the brains of a rat and a human with a non-invasive, computer-to-brain interface.
Other research projects have focused on manipulation or directly implanting memories from a computer into the brain. In mid-2013, MIT researches successfully implanted a false memory into the brain of a mouse. In humans, the ability to directly manipulate memories might have an application in treatment of post-traumatic stress disorder, while in the longer term, information may be uploaded into human brains in the manner of a computer file.
Source: Global Agenda Council of Emerging Technologies, Annual Meeting of New Champions 2014
Let’s jawbone about he Smartification of objects: where everything from pill bottles, BLUE Luggage and SMART ASS ceiling fans are quietly talking to one another about us. Bio-based technology, Gestural innovation like PRIMESENSE-the company behind the Microsoft KiNECT sensor that’s powered over 20 million devices.
Screens are out and SKIN IS IN.
Think iPhone Touch ID fingerprint. Think ARGUS. Think FITBIT.
Complete tasks with less friction. Many of the actions we currently need to initiate will fade away as technology predicts our habits, routines and behaviors. This allows brands to get out of the practice of catering to basic tasks and instead focus on higher value interactions with customers. Human data is being measured in unexpected ways: derma
Why type a password or stand in a checkout line when you can use your fingerp.rint or retina?
You are the Interface. Think log into your computer using your thoughts. InteraXon’s, MindWave
Generation moth: kids are drawn to touchscreens like moths to a lam
Think of invisible interface as an “and” and not an “or”.
Many technologies are closed ecosystems – you can’t use the data anywhere else. Open systems and the ability for people to build emerging standards will be critical for the sustainable growth of technologies.
Huge implications to Social Behavior are Guaranteed. When and where is it acceptable to wear your google glasses…rude?
There are other objects we communicate with now and will in Tomorrowland.
These virtually invisible devices include earbuds that monitor heart rate, sensors worn under clothes to track posture, a temporary tattoo that tracks health vitals and haptic shoe soles that communicate GPS directions through vibration alerts felt by the feet.
Success factors include device size, non-invasiveness and the ability to measure multiple parameters and provide real-time feedback that improves user behavior.
Adoption also depends on social acceptability as regards to privacy.
Concerns abound around wearable devices using cameras for facial recognition and memory assistance. Assuming these challenges can be managed, analysts project hundreds of millions of devices in use by 2016.
The applications to medical are many and varied: Google Glass has already used by oncologists to assist in surgery accessing medical records, xrays, charts and other visual information accessed by voice commands.
Haptic shoes are currently proposed for helping blind people navigate. I imagine an application to MultiFamily in keeping track of employees while on site – maybe service personnel out on property or leasing agents alone in an apartment home with a prospective resident. Think haptic shoes inserts communicating location or google glasses assisting in leasing and also showing work activity in maintenance/repair situations.
SOURCE: World Economic Forum
Wearables are influencing fashion designers and fashion will affect technology. Fashion leaders such as Tory Burch will be introducing a line of “jewelry like the pendant above as well as bracelets…
There is an inherent need for fast and more contextually relevant interaction with the customer. Developers are moving away from mobile apps, and toward MICRO-MOMENTS delivered across families of devices that personalized to anticipate unique customer needs. What better way to understand how best to know your customer than to have them “wear you” IN THE SKIN or close to it.
Micro-moments require a deep understanding of what a customer wants and how and where they want that critical information delivered. They are informed by aggregated local, historical, and operational context which requires real-time data integration with internal data. Wearables enable extreme personalization through the gathering of unique as your DNA information.
.As the digital and physical worlds blend in meaningful ways, developers must think hard about how to take advantage of micro-moment LIVING ARROWS joining what’s happening in the physical world aiming for the target bullseye of personalized customer engagement.
Fashion wearables like a FITBIT, are working with sources like Trip-Advisor, Wattpad, Shazaam and grocery store beacons. All of these singular sources are working together – speaking to one another- to create unique events and present product options based on individualized consumer data and it’s imperative that they work together. We must move from numbers keeping score to numbers that drive better actions.
SOURCE: David Walsmsley, Head of Mulitchannel at Marks & Spencer
How do they work together? They’ve got to share information.
“Teams that have already invested in open and comprehensive APIs will be well positioned to support micro-moments, but others will struggle to adapt.”
Data = relevance & experience = relevance. Data’s where you start. Experience is where you end.
SOURCE: Forrester, Jeffrey Hammond
The transformation of money will affect commerce at every level.
I’m buying BITCOUINs, leaving CHANGETIPS+, using USING and anticipating my APPLE WATCH.
Traditional gatekeepers of financial transactions are being bypassed..
It’s not just about what we pay with, but how we pay.
Weary of Wallets” – PAYPAL WALLET, iGARANTi, SQUARE, COIN - are making mobile payments more mainstream and instinctual for younger consumers. (and Baby Boomers like the one talking).
Are you ready to accept rent that way?
Insurance.
Ugh. huge inconveniences and little added benefit. Users typically “get it and forget it”. Only interacting with the provider when something bad has happened.
But as your mobile device becomes the central command station with the ability to survey and track devices and behavior, the insurance industry has a huge opportunity to capitalize on the resulting data. The connect home will be able to detect risks from possible theft to the impact of water damage in flooding. The connected car will be able to survey the acute realities of accidental damage. Wearables and quantified self innovations could translate fitness and wellness goals into insurance breaks and benefits. Insurance will shift to prevention over treatment.
Incorporating things we need and pairing our direct actions with how to positively influence those Grudge Purchases such as insurance and mitigating Risk. Make it personal, and fun. Flo does, the Gecko does and everybody say it with me as the duck would, “AFLAC”!
In the question, “To Serve Or Not To Serve”, TED rules.
Listening designing empowers people and doesn’t abandon customer service.
Pushing products equates to NOISE. Noise that gets tuned out. Products need to aid, empower, educate and delight the consumer. One global car manufacturer has achieved this with a digital platform to help drivers become more environmentally friendly.
Transform your brand from a commodity to loyal partners supportive in living a meaningful life.
Ponder Self-service kiosks. Quick for some tasks, efficient for the impatient, fun for Gamers. But People are getting lost in translation. Organizations have approached this disruption in the customer journey solely from an economic perspective, forgetting to put people first. Instead of feeling freedom, customers often end up feeling frustrated and abandoned. The self-checkout experience has caused widespread annoyance that whole articles and blogs were devoted to offering tips for how to use supermarket self check-outs more efficiently.
The way your brand listens and behaves matters more than how it looks.
“It’s more important to be interesTED than interesTING.”
Adidas miCOACH is a service now supported by a product: SMARTRUN is a sensor-enabled watch that gives runners personalized, real-time coaching during workouts REDBULL is a passionate publishing empire that just happens to sell a beverage. CORT accesses a SMARTDESK that tells you when it’s time to get up and walk around, or when to take a drink of water.
Think NMHC’s Launchpad…it’s a mashUp of a large stage, a targeted hungry- maybe skeptical- audience and an accelerator of startups introducing new ideas, technology and smart growth.
Working together across open platforms…the possibilities are endless.
