This white paper discusses how customer communications may change over the next 10 years, to the year 2025. It suggests that communications will become more personalized and contextual, delivered through many new devices. Customer expectations around communication frequency, style, and information availability will evolve significantly. Enterprise technology and infrastructure will need to change rapidly to integrate new channels, scale effectively, and implement upgrades within 90 days. While new technologies are adopted, old systems will also remain in use for many years. Businesses will need to structure themselves to communicate nimbly across hundreds of channels to meet evolving customer needs.
The document summarizes key trends from Mobile World Congress 2017 related to connectivity, cognition, and immersion in technology. Some of the major trends discussed include the rise of 5G and its impact on areas like smart cities and entertainment. Advanced biometrics, evolving voice assistants that integrate facial recognition and 1:1 communication, and voice-based biometrics for authentication in voice interfaces were highlighted as trends in connectivity. For cognition, machine learning as a service focused on 1:1 personalized predictions from user data was discussed. Plug and play solutions for IoT device development and smartphone augmentation through high-quality modular add-ons were also summarized.
Mobile connectivity continues to expand globally, with mobile subscriptions projected to reach 4 billion by 2018. While over half the world remains unconnected, mobile companies are focusing on connecting the next billion users in developing regions. This will require more affordable devices and data plans, as well as designs and software tailored for regions with unreliable power and lower literacy. Nokia's 105 phone exemplifies this approach with its low $20 price point, 35-day battery life, and data-efficient browser. As 3G and 4G networks spread, they will boost the capabilities of mobile users worldwide. However, connecting the remaining population will be an ongoing challenge.
The Five Biggest Retail Tech Trends In 2022Bernard Marr
The document outlines 5 of the biggest retail tech trends for 2022: 1) Cashierless shopping using cameras and sensors to automatically bill customers, 2) Experiential retailing using technology to enhance the in-store shopping experience, 3) Autonomous delivery services using drones and robots to deliver items, 4) Social and omnichannel commerce providing coordinated shopping experiences across online and offline channels, and 5) Resilient and secure retail using technology to improve security, trace supply chain disruptions, and build redundancy.
1. Windows 8 will continue to decline in popularity and Microsoft will release the next version of Windows earlier than planned in late 2014 or 2015 to regain market share.
2. Fewer companies will manufacture tablets as profit margins decrease, and tablets will not fully replace computers despite growing popularity due to most users not planning to use tablets as their primary device.
3. Tighter integration between the internet and TV will lead to a decline in cable and satellite subscriptions similar to what happened to newspapers as more people replace expensive TV services with connected devices and a la carte media options.
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
Will 2015 be the year of wearables? Will Apple Pay succeed? Why are enterprise apps getting more expensive and complex? What's happening with Big data? How should developers treat phablets?
Every year we analyse and summarise the key mobile trends for the following year and share with customers and partners. The main objective is to keep you up to date on what’s going on and give you insights into what these trends may mean for you. Last year our mobility predictions and UX/UI trend presentations were used in hundreds of workshops, lectures and jointly got more than 100,000 views on Slideshare.
The Top 10 Mobile Trends for 2015 are more exciting than ever as we are experiencing explosive growth in almost every area including mobile usage (apps and web), mobile commerce, payments, enterprise apps, Internet of Things, wearables, nearables (sensors) and invincibles, data driven mobile services (big data), mobility in healthcare, omni-channel retail and innovations in mobile application development.
In this edition, we're covering:
RISE OF THE MACHINES • THE PRIVACY PARADOX VISIONS OF EXPERIENCE • NEW CARD TRICKS • MADE TO ORDER • CLASSIC/REFINED, CONTEMPORARY/DEFINED
The document discusses predictions for digital and tech trends in 2017. It covers the growth of connected TV and over-the-top services, increasing cord-cutting, and new forms of media consumption like social video. Other predictions include the rise of artificial intelligence, voice assistants, and the internet of things. The internet of things is expected to grow significantly by 2020. Smart home products and Amazon Echo are also discussed as gaining more mainstream popularity. Virtual, augmented and mixed reality are predicted to surpass wearables in revenue. Finally, the document discusses a potential shift away from traditional mobile apps to instant apps.
The document summarizes key trends from Mobile World Congress 2017 related to connectivity, cognition, and immersion in technology. Some of the major trends discussed include the rise of 5G and its impact on areas like smart cities and entertainment. Advanced biometrics, evolving voice assistants that integrate facial recognition and 1:1 communication, and voice-based biometrics for authentication in voice interfaces were highlighted as trends in connectivity. For cognition, machine learning as a service focused on 1:1 personalized predictions from user data was discussed. Plug and play solutions for IoT device development and smartphone augmentation through high-quality modular add-ons were also summarized.
Mobile connectivity continues to expand globally, with mobile subscriptions projected to reach 4 billion by 2018. While over half the world remains unconnected, mobile companies are focusing on connecting the next billion users in developing regions. This will require more affordable devices and data plans, as well as designs and software tailored for regions with unreliable power and lower literacy. Nokia's 105 phone exemplifies this approach with its low $20 price point, 35-day battery life, and data-efficient browser. As 3G and 4G networks spread, they will boost the capabilities of mobile users worldwide. However, connecting the remaining population will be an ongoing challenge.
The Five Biggest Retail Tech Trends In 2022Bernard Marr
The document outlines 5 of the biggest retail tech trends for 2022: 1) Cashierless shopping using cameras and sensors to automatically bill customers, 2) Experiential retailing using technology to enhance the in-store shopping experience, 3) Autonomous delivery services using drones and robots to deliver items, 4) Social and omnichannel commerce providing coordinated shopping experiences across online and offline channels, and 5) Resilient and secure retail using technology to improve security, trace supply chain disruptions, and build redundancy.
1. Windows 8 will continue to decline in popularity and Microsoft will release the next version of Windows earlier than planned in late 2014 or 2015 to regain market share.
2. Fewer companies will manufacture tablets as profit margins decrease, and tablets will not fully replace computers despite growing popularity due to most users not planning to use tablets as their primary device.
3. Tighter integration between the internet and TV will lead to a decline in cable and satellite subscriptions similar to what happened to newspapers as more people replace expensive TV services with connected devices and a la carte media options.
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
Will 2015 be the year of wearables? Will Apple Pay succeed? Why are enterprise apps getting more expensive and complex? What's happening with Big data? How should developers treat phablets?
Every year we analyse and summarise the key mobile trends for the following year and share with customers and partners. The main objective is to keep you up to date on what’s going on and give you insights into what these trends may mean for you. Last year our mobility predictions and UX/UI trend presentations were used in hundreds of workshops, lectures and jointly got more than 100,000 views on Slideshare.
The Top 10 Mobile Trends for 2015 are more exciting than ever as we are experiencing explosive growth in almost every area including mobile usage (apps and web), mobile commerce, payments, enterprise apps, Internet of Things, wearables, nearables (sensors) and invincibles, data driven mobile services (big data), mobility in healthcare, omni-channel retail and innovations in mobile application development.
In this edition, we're covering:
RISE OF THE MACHINES • THE PRIVACY PARADOX VISIONS OF EXPERIENCE • NEW CARD TRICKS • MADE TO ORDER • CLASSIC/REFINED, CONTEMPORARY/DEFINED
The document discusses predictions for digital and tech trends in 2017. It covers the growth of connected TV and over-the-top services, increasing cord-cutting, and new forms of media consumption like social video. Other predictions include the rise of artificial intelligence, voice assistants, and the internet of things. The internet of things is expected to grow significantly by 2020. Smart home products and Amazon Echo are also discussed as gaining more mainstream popularity. Virtual, augmented and mixed reality are predicted to surpass wearables in revenue. Finally, the document discusses a potential shift away from traditional mobile apps to instant apps.
I recently attended the 2016 Mobile World Congress event in Barcelona, Spain. With over 100,000 attendees and 2,200 participating companies there was a lot of breaking news and tech on display that has the potential to reshape industries.
With mobile representing a primary access point for consumers this event is becoming increasingly important for brand marketers.
This document covers:
• Key industry topics discussed at MWC
• Overviews of technology that will empower
consumers
• The latest technology focused on creating
immersive experiences
• How connected cars are evolving to become
mobile platforms.
Tom Edwards
Chief Digital Officer, Agency
Epsilon
Me Data - The Rising Opportunity for Self Optimization Apps Beyond
This document summarizes research on self-optimization apps that track personal data ("Me Data"). Key findings include:
- Users are largely unconcerned with data privacy and willing to share data publicly in exchange for benefits like performance tracking and visualization.
- Motivation for using these apps is mainly self-improvement through goals like better organization, knowledge, and behavior changes.
- Emerging opportunities exist for innovation in apps that optimize new lifestyle areas like productivity, travel, shopping and leisure using personal data.
- Developers should focus on effectively analyzing, storing and visualizing personal data as well as ensuring intuitive user interfaces and accurate, easy-to-use data collection.
CES 2019: From Consumer Electronics to Connected ExperiencesHavas
This year marked the 52nd year of CES– one of the most highly anticipated product launch platforms in our industry. With 2.9MM square feet of exhibition space, over 4,500 exhibiting companies flocked to Las Vegas to showcase their brands and products to consumers across every market. There were over 188,000 attendees from all over the globe, including our Havas digital strategy team, who curated the most meaningful insights and takeaways for our clients and colleagues.
Since the launch of smartphones circa 2007, the level of expectation from CES increases each year as marketers and media practitioners seek the next game-changing technologies. While it may not have been home to the next iPhone, Google or Amazon disruptor (yet), CES 2019 went beyond gadgets, robots, and cool toys.
Certain key themes have remained of top interest over the years, and they continue to build momentum in the marketplace: smart homes, voice, retail, IoT — all of which ladder up to connected experiences. Connected devices have given brands unparalleled access to consumers by shortening the distance between the consumer and what they want to engage with or buy. Conversely, they have increased the distance between brands and the consumers as multiple connections also bring the challenge of holding their attention. Connected devices and consumers enable richer opportunities for brands only when the right ecosystem powers that opportunity. Furthermore, consumers expect to get what they want in their immediate context, at their precise moment of need.
For brands, this change in the power dynamic has raised the importance of effectively and efficiently interacting with consumers across each touchpoint. To be able to distinguish themselves and drive long-term loyalty valuable consumers, they need to build a long-lasting authentic connection. This is dependent on their ability to maintain a consistent and always-on presence in front of their consumers with or without paid media dollars or exposure. In a world where marketing dollars continue to shrink, that is no small feat; however, the mandate is quite clear: To deliver the best digital marketing solutions, brands must simply find the maximum outcome from their investments. And it is with this mandate in mind that we navigated CES 2019 to draw inspiration from what was showcased on the floor and build meaningful themes for our clients and partners to share in the boardroom.
Over the course of three days, Carat was focused on how the latest technologies could be applied to current brand and business challenges. It is our goal to ground the innovations we saw in an understanding of human intelligence that prepares brands for today, tomorrow and the future.
Mobile World Congress 2019: 6 Key Factors that Will Change the PresentHavas
The document summarizes key developments from MWC 2019, including the rise of 5G connectivity, foldable screens, augmented reality, blockchain applications, and autonomous vehicles. 5G will enable faster speeds, lower latency, and more connected devices. It will power applications like downloading a full TV series in 60 seconds. Foldable and multi-screen phones were unveiled to enhance multitasking. Blockchain and AI will transform industries like music royalties management and predictive analytics. Autonomous vehicles and smart cities will benefit from 5G connectivity through remote control and optimized services.
The document provides predictions for technology trends in 2015 from an independent research report. It predicts that:
1) End-to-end service disruption will expand beyond transportation and lodging into new industries like retail, real estate, and healthcare.
2) The Internet of Things will evolve from "smart" devices that primarily track user data to more "intelligent" devices with context-aware applications that learn from data and provide recommendations with less user input.
3) Significant changes will occur in the payments industry as mobile technologies and peer-to-peer payment solutions gain traction.
The document discusses emerging technologies and how they can impact businesses. It presents the Dentsu Aegis Tech Matrix, which evaluates 11 key technologies based on their potential business impact and riskiness. Technologies like 360 video, augmented reality, voice AI and wearables are positioned as having potential for businesses to act on now, while artificial intelligence, facial recognition and self-driving cars are viewed as longer term "future bets" that require more groundwork. The document provides perspectives on each technology and how businesses can explore opportunities while also managing risks.
MWC 2015 - A Recap of the Key Announcements, Highlights and TrendsDMI
Mobile World Congress 2015 was the best and most exciting congress to date. It showed how mobility is transforming every industry, our infrastructure, society and our daily lives. This is a full recap covering all the key themes from this year; the big device launches, Internet of Things, wearables, personalised consumer experiences based on big data, 5G, AdTech, analytics, privacy and security, and more.
Let us know in the comments if we missed anything from the event that was important to you; is there a key trend, technology or company that you think should have been included?
VidCon 2015 Brightbox Press Release with PanasonicJoel Martin
Brightbox and Panasonic partnered to provide secure mobile device charging stations for attendees of VidCon 2015 using Brightbox's charging lockers. Over 40 Brightbox stations were installed throughout the convention center for the 20,000 attendees to use. The stations allow users to securely charge their devices without missing events. Brightbox and Panasonic aim to address the growing need for accessible mobile power as online video and social media increasingly rely on mobile devices.
2014 top mobile trends. Discover which trends are shaping what marketers will need to know in the coming months and years to take advantage of the mobile opportunity.
A must-read before finalizing your marketing plans
MWC 2014- key highlights, trends and announcementsDMI
The document provides a summary of key announcements and trends from MWC 2014. Samsung stole the show with new devices like the Galaxy S5 and wearables. Nokia announced new affordable Android phones. Wearables and IoT were major topics, with new devices from Samsung, Huawei, and Motorola. Beacon technology and mobile payments were demonstrated. Mobile advertising is evolving beyond banners with tools for attribution and optimization.
The 7 Biggest Technology Trends That Will Transform Telecoms In 2020Bernard Marr
Technology is changing the way telecommunications companies operate, the services they offer and the threats they face. These technologies require telecoms to adapt infrastructure, recruit new talent and build new processes. As we prepare to begin a new decade, here are the seven biggest technology trends that will transform telecoms in 2020.
In this special report, learn the 10 truths of mobile tagging with QR codes, 10 mobile website essentials, and the benefits of text message marketing. www.GoMobileMediaMarketing.com
Mobile World Congress 2014 - Key TakeawaysHavas Media
This year at the MWC, manufacturers, telcos and content providers all seemed to share a common goal: to bring technology and Internet access to every corner in the world. Beyond the bigger and better screens, faster processors, and integration of new functionalities in mobile devices, there was a notable shift in focus from high-end devices to less expensive and more accessible technology.
This document contains the five key areas of focus for 2014 in the mobile industry.
[ See live footage from Mobile World Congress at http://www.youtube.com/watch?v=_dyLKbZxMNo ]
The document discusses trends in content marketing and storytelling for 2017. It notes that the days of conventional brand storytelling are over due to everyone having the ability to create and share content. In 2017, brands will need to step back and let audiences shape their own stories through more personal, instant content like short videos and live streams. It also suggests that brands focus on storydoing rather than storytelling by focusing on human interactions and experiences with their brand. Live content is growing in popularity and brands will need to embrace more raw, unedited content styles to engage modern audiences.
1. The Internet of Things (IoT) involves connecting physical objects through sensors and networking capabilities. An estimated 6.4 billion IoT devices were in use worldwide in 2016, with that number expected to grow to over 20 billion by 2020.
2. Asian markets are important for IoT adoption, with close to one-third of all connected devices projected to be located in the region by 2020. Chinese manufacturers are developing consumer IoT products for homes, fitness, and more. Data from these devices can provide insights for improved products and services.
3. IoT is enabling new business models, like pay-as-you-drive insurance where activity data from smartwatches can lower premiums. Connected
Google is developing new technologies like Project Soli and Project Jacquard to advance interactions with small screen devices using hand gestures and smart fabrics. Citizen science projects are using crowdsourced data from devices like surfboards and beehives to study hard to access environments. Marketers are trying novel approaches like bringing whisky magazines to Instagram and using artificial intelligence in digital experiences to engage consumers.
This document provides a summary of SUDHEER KUMAR M's experience and qualifications. He has over 22 years of experience in business development, sales, marketing, and project management. He has managed large, international projects in water treatment and desalination. Currently, he works as a senior management executive providing strategic planning and project management expertise.
www.vivivonenergia.com: entra e naviga il portale dedicato al benessere e al suo mantenimento: istruzioni per alimentazione corretta, sana attività fisica e utilizzo corretto di integratori.
The student wanted to shadow a doctor for a mentor project but was unable to find a doctor to shadow. She volunteered at a hospital instead and joined a pre-med student organization. Through the organization, she shadowed a plastic surgeon and volunteered at the children's hospital. She struggled academically her first semester but found a mentor, Kari, through her mother. With Kari's help, she had an easier time completing her project requirements. She shadowed a pediatric cardiologist and found the experience reinforced that a career in medicine was right for her.
I recently attended the 2016 Mobile World Congress event in Barcelona, Spain. With over 100,000 attendees and 2,200 participating companies there was a lot of breaking news and tech on display that has the potential to reshape industries.
With mobile representing a primary access point for consumers this event is becoming increasingly important for brand marketers.
This document covers:
• Key industry topics discussed at MWC
• Overviews of technology that will empower
consumers
• The latest technology focused on creating
immersive experiences
• How connected cars are evolving to become
mobile platforms.
Tom Edwards
Chief Digital Officer, Agency
Epsilon
Me Data - The Rising Opportunity for Self Optimization Apps Beyond
This document summarizes research on self-optimization apps that track personal data ("Me Data"). Key findings include:
- Users are largely unconcerned with data privacy and willing to share data publicly in exchange for benefits like performance tracking and visualization.
- Motivation for using these apps is mainly self-improvement through goals like better organization, knowledge, and behavior changes.
- Emerging opportunities exist for innovation in apps that optimize new lifestyle areas like productivity, travel, shopping and leisure using personal data.
- Developers should focus on effectively analyzing, storing and visualizing personal data as well as ensuring intuitive user interfaces and accurate, easy-to-use data collection.
CES 2019: From Consumer Electronics to Connected ExperiencesHavas
This year marked the 52nd year of CES– one of the most highly anticipated product launch platforms in our industry. With 2.9MM square feet of exhibition space, over 4,500 exhibiting companies flocked to Las Vegas to showcase their brands and products to consumers across every market. There were over 188,000 attendees from all over the globe, including our Havas digital strategy team, who curated the most meaningful insights and takeaways for our clients and colleagues.
Since the launch of smartphones circa 2007, the level of expectation from CES increases each year as marketers and media practitioners seek the next game-changing technologies. While it may not have been home to the next iPhone, Google or Amazon disruptor (yet), CES 2019 went beyond gadgets, robots, and cool toys.
Certain key themes have remained of top interest over the years, and they continue to build momentum in the marketplace: smart homes, voice, retail, IoT — all of which ladder up to connected experiences. Connected devices have given brands unparalleled access to consumers by shortening the distance between the consumer and what they want to engage with or buy. Conversely, they have increased the distance between brands and the consumers as multiple connections also bring the challenge of holding their attention. Connected devices and consumers enable richer opportunities for brands only when the right ecosystem powers that opportunity. Furthermore, consumers expect to get what they want in their immediate context, at their precise moment of need.
For brands, this change in the power dynamic has raised the importance of effectively and efficiently interacting with consumers across each touchpoint. To be able to distinguish themselves and drive long-term loyalty valuable consumers, they need to build a long-lasting authentic connection. This is dependent on their ability to maintain a consistent and always-on presence in front of their consumers with or without paid media dollars or exposure. In a world where marketing dollars continue to shrink, that is no small feat; however, the mandate is quite clear: To deliver the best digital marketing solutions, brands must simply find the maximum outcome from their investments. And it is with this mandate in mind that we navigated CES 2019 to draw inspiration from what was showcased on the floor and build meaningful themes for our clients and partners to share in the boardroom.
Over the course of three days, Carat was focused on how the latest technologies could be applied to current brand and business challenges. It is our goal to ground the innovations we saw in an understanding of human intelligence that prepares brands for today, tomorrow and the future.
Mobile World Congress 2019: 6 Key Factors that Will Change the PresentHavas
The document summarizes key developments from MWC 2019, including the rise of 5G connectivity, foldable screens, augmented reality, blockchain applications, and autonomous vehicles. 5G will enable faster speeds, lower latency, and more connected devices. It will power applications like downloading a full TV series in 60 seconds. Foldable and multi-screen phones were unveiled to enhance multitasking. Blockchain and AI will transform industries like music royalties management and predictive analytics. Autonomous vehicles and smart cities will benefit from 5G connectivity through remote control and optimized services.
The document provides predictions for technology trends in 2015 from an independent research report. It predicts that:
1) End-to-end service disruption will expand beyond transportation and lodging into new industries like retail, real estate, and healthcare.
2) The Internet of Things will evolve from "smart" devices that primarily track user data to more "intelligent" devices with context-aware applications that learn from data and provide recommendations with less user input.
3) Significant changes will occur in the payments industry as mobile technologies and peer-to-peer payment solutions gain traction.
The document discusses emerging technologies and how they can impact businesses. It presents the Dentsu Aegis Tech Matrix, which evaluates 11 key technologies based on their potential business impact and riskiness. Technologies like 360 video, augmented reality, voice AI and wearables are positioned as having potential for businesses to act on now, while artificial intelligence, facial recognition and self-driving cars are viewed as longer term "future bets" that require more groundwork. The document provides perspectives on each technology and how businesses can explore opportunities while also managing risks.
MWC 2015 - A Recap of the Key Announcements, Highlights and TrendsDMI
Mobile World Congress 2015 was the best and most exciting congress to date. It showed how mobility is transforming every industry, our infrastructure, society and our daily lives. This is a full recap covering all the key themes from this year; the big device launches, Internet of Things, wearables, personalised consumer experiences based on big data, 5G, AdTech, analytics, privacy and security, and more.
Let us know in the comments if we missed anything from the event that was important to you; is there a key trend, technology or company that you think should have been included?
VidCon 2015 Brightbox Press Release with PanasonicJoel Martin
Brightbox and Panasonic partnered to provide secure mobile device charging stations for attendees of VidCon 2015 using Brightbox's charging lockers. Over 40 Brightbox stations were installed throughout the convention center for the 20,000 attendees to use. The stations allow users to securely charge their devices without missing events. Brightbox and Panasonic aim to address the growing need for accessible mobile power as online video and social media increasingly rely on mobile devices.
2014 top mobile trends. Discover which trends are shaping what marketers will need to know in the coming months and years to take advantage of the mobile opportunity.
A must-read before finalizing your marketing plans
MWC 2014- key highlights, trends and announcementsDMI
The document provides a summary of key announcements and trends from MWC 2014. Samsung stole the show with new devices like the Galaxy S5 and wearables. Nokia announced new affordable Android phones. Wearables and IoT were major topics, with new devices from Samsung, Huawei, and Motorola. Beacon technology and mobile payments were demonstrated. Mobile advertising is evolving beyond banners with tools for attribution and optimization.
The 7 Biggest Technology Trends That Will Transform Telecoms In 2020Bernard Marr
Technology is changing the way telecommunications companies operate, the services they offer and the threats they face. These technologies require telecoms to adapt infrastructure, recruit new talent and build new processes. As we prepare to begin a new decade, here are the seven biggest technology trends that will transform telecoms in 2020.
In this special report, learn the 10 truths of mobile tagging with QR codes, 10 mobile website essentials, and the benefits of text message marketing. www.GoMobileMediaMarketing.com
Mobile World Congress 2014 - Key TakeawaysHavas Media
This year at the MWC, manufacturers, telcos and content providers all seemed to share a common goal: to bring technology and Internet access to every corner in the world. Beyond the bigger and better screens, faster processors, and integration of new functionalities in mobile devices, there was a notable shift in focus from high-end devices to less expensive and more accessible technology.
This document contains the five key areas of focus for 2014 in the mobile industry.
[ See live footage from Mobile World Congress at http://www.youtube.com/watch?v=_dyLKbZxMNo ]
The document discusses trends in content marketing and storytelling for 2017. It notes that the days of conventional brand storytelling are over due to everyone having the ability to create and share content. In 2017, brands will need to step back and let audiences shape their own stories through more personal, instant content like short videos and live streams. It also suggests that brands focus on storydoing rather than storytelling by focusing on human interactions and experiences with their brand. Live content is growing in popularity and brands will need to embrace more raw, unedited content styles to engage modern audiences.
1. The Internet of Things (IoT) involves connecting physical objects through sensors and networking capabilities. An estimated 6.4 billion IoT devices were in use worldwide in 2016, with that number expected to grow to over 20 billion by 2020.
2. Asian markets are important for IoT adoption, with close to one-third of all connected devices projected to be located in the region by 2020. Chinese manufacturers are developing consumer IoT products for homes, fitness, and more. Data from these devices can provide insights for improved products and services.
3. IoT is enabling new business models, like pay-as-you-drive insurance where activity data from smartwatches can lower premiums. Connected
Google is developing new technologies like Project Soli and Project Jacquard to advance interactions with small screen devices using hand gestures and smart fabrics. Citizen science projects are using crowdsourced data from devices like surfboards and beehives to study hard to access environments. Marketers are trying novel approaches like bringing whisky magazines to Instagram and using artificial intelligence in digital experiences to engage consumers.
This document provides a summary of SUDHEER KUMAR M's experience and qualifications. He has over 22 years of experience in business development, sales, marketing, and project management. He has managed large, international projects in water treatment and desalination. Currently, he works as a senior management executive providing strategic planning and project management expertise.
www.vivivonenergia.com: entra e naviga il portale dedicato al benessere e al suo mantenimento: istruzioni per alimentazione corretta, sana attività fisica e utilizzo corretto di integratori.
The student wanted to shadow a doctor for a mentor project but was unable to find a doctor to shadow. She volunteered at a hospital instead and joined a pre-med student organization. Through the organization, she shadowed a plastic surgeon and volunteered at the children's hospital. She struggled academically her first semester but found a mentor, Kari, through her mother. With Kari's help, she had an easier time completing her project requirements. She shadowed a pediatric cardiologist and found the experience reinforced that a career in medicine was right for her.
These 10 dog collars are described as cool options for canine companions. Various styles are highlighted that can add personality and protection for walks and playtime. Safety and comfort were likely considerations in selecting these collar choices.
TORI Global is a consulting firm that specializes in strategic transformation to drive business benefits and efficiency. They develop and implement strategies and solutions to help clients achieve transformational change and enhanced performance. TORI takes a collaborative and disciplined approach to change management, using proven methodologies to ensure transformations are designed, implemented, and measured precisely to deliver quantifiable benefits and meet defined targets and outcomes. Their portfolio of offerings scales from project management to enterprise-wide transformation and cultural change.
Brittany reflects on her purpose and career path. She believes her hands were made to help and heal people. Though she once pictured being a surgeon, volunteering at a hospital with child life specialists made her realize she wants a career working with children. She is grateful to the child life specialists and her mentor for their influence and support in helping her evaluate her options and choose a career that allows her to make a positive impact on kids.
The document discusses new corporate governance norms introduced in the Companies Act 2013 that require Indian companies to establish internal financial controls, a risk management policy, an internal audit function, and outlines related responsibilities of management, directors, and auditors as well as penalties for non-compliance. It also provides an overview of Spire Advisors Pvt Ltd, a firm that assists companies with complying with the new regulatory requirements through risk management services.
TORI helps companies formulate and communicate an IT infrastructure strategy that is optimally aligned with business goals. TORI's experts ensure IT systems are strategically designed and implemented through services including enterprise strategy, architecture, and engineering. The benefits are rapid decision making, cohesive system implementation, optimal technology alignment, and efficient infrastructure.
TORI Global is a consulting firm that helps financial services firms improve their control frameworks and governance. They assess clients' existing controls and designs new control models using technology to monitor controls across business lines. TORI's professionals can help clients establish controls as a core competency, benchmark controls against standards, and ensure controls address regulatory requirements. TORI implements bespoke technology solutions to facilitate real-time control execution and evidence controls are properly performed.
This short document promotes the creation of Haiku Deck presentations on SlideShare and encourages the reader to get started making their own presentation. It contains 4 photo credits from various photographers and the message "Inspired? Create your own Haiku Deck presentation on SlideShare! GET STARTED".
Sreedevi Patnala outlines what matters most to her, including the well-being of others, honesty, friendship, a sense of achievement, and synergy. Specifically, she cites caring for family and friends, financial stability, individuality, commitment to work, overcoming challenges, helping others, and a drive for continuous learning and progress as most important from both a personal and professional perspective.
The document summarizes 10 trends that will shape the telecom sector by 2020:
1) Rise of cloud services and decentralized computing requiring reliable connectivity. Cloud computing market size is expected to grow to $241 billion by 2020.
2) Smartphones will have trans-flexive displays, real-time focusing cameras, and micro-batteries lasting 1000 times longer than current batteries. Phones may be separate from wearable screens.
3) Wireless infrastructure investments in TD-LTE macrocells and small cells will grow at 15% CAGR reaching $13 billion by 2020, with 1 billion subscriptions generating $230 billion in revenues.
4) Mobile traffic is expected to grow 33 times from 2010
A forecast of the needs of future business communications users, based on research by Martin Geddes and Dean Bubley. We address the questions: What are the future communications needs of workers? How and where do people work?
This document contains predictions across several digital marketing disciplines for 2015, including digital industry trends, digital advertising, mobile industry, mobile advertising, and social media marketing. Some of the key predictions summarized are:
1) Mobile-first design and usage will be essential as mobile internet access surpasses desktop. Wearables and IoT adoption will increase significantly.
2) Data-driven strategies will drive growth through more effective marketing. Programmatic buying will continue to increase for video and native ads.
3) Mobile apps will be used more for enterprise tools and communication. "Phablets" will drive 30% of mobile traffic. Video consumption on mobile will surge 50%.
4) Beacon technology will see
If 2014 was the year of mobile, 2015 is most definitely the year of Rich Media.
Mobile ad spend is expected to increase 77%, in 2015. We will see sophisticated and creative collaboration in 2015, as content creators build audiences that rival those of pop stars and brands grasp just how powerful mobile can be. In order for brands to get the most ROI for their mobile advertising spend, they need to invest in Rich Media, to create immersive experiences, transforming their level of engagement with consumers.
In FreshDigitalGroup’s “Rethink 2015,” we take an in-depth look at the following Rich Media predictions in addition to forecasts for digital, mobile and social industries.
The document discusses major digital trends predicted for 2015, according to consultants. These include:
- Omni-channel communication, with marketing happening across all channels from one central location.
- Intelligent automation of marketing efforts through triggers, follow-ups, and personalization.
- Increased use of semantic web technologies and semantic search enabling new ways of searching and understanding user intent.
- Growing use of mobile devices for eLearning through more digestible on-the-go content.
- Data visualization and its importance in interpreting the growing volume of available data.
- Electronic payments shifting to use of mobile wallets and near field communication technology.
Digitalization causes major changes in each industry, affecting our personal and professional lives. As this is a phenomenon of global magnitude with a major impact on companies and consumers alike, herewith are explained the trends of digitalization in 2017.
The document outlines 12 trends that will shape digital marketing in 2015. It discusses trends that marketers should prepare for now, such as optimizing image strategies to drive conversion rates higher, opening up APIs and data to allow for faster innovation, and improving mobile commerce experiences. It also discusses longer term trends to start thinking about, such as how sensors will be used in "smart" products, recognizing the value of consumer data, and ensuring automated marketing maintains a human touch. The document provides details and examples for each trend.
Mobile spending is expected to hit $18 billion in 2014 and reach $41.9 billion by 2017. Various digital, mobile, and social media predictions are provided. It is predicted that mobile devices, advertising, and industries will continue to grow substantially in 2014.
Mobile spending is expected to hit $18 billion in 2014 and reach $41.9 billion by 2017. Various digital, mobile, and social media predictions are provided. It is predicted that mobile devices, advertising, and industries will continue to grow substantially in 2014, with an increasing focus on areas like mobile video, wearables, data analytics, and personalized cross-channel experiences.
By 2020, the global telecom industry will see significant growth and changes driven by several key trends:
1. Cloud services will grow substantially, transforming data centers and driving the need for reliable connectivity.
2. Smartphones will become more integrated into daily life and vehicles, with improved cameras, displays, and battery life.
3. Wireless networks will require substantial investment to handle growth in mobile traffic and the rise of technologies like TD-LTE and M2M connectivity.
4. Mobile data traffic will increase 33 times between 2010-2020, requiring network upgrades to avoid congestion.
The 5 Biggest Financial Services Tech Trends In 2022Bernard Marr
Financial services firms have undergone some tumultuous few years while digitization and the adoption of technology innovations have been accelerated. Here we look at the five biggest tech trends in the financial services sector.
Top Digital Strategic Predictions for 2017 and BeyondDuy, Vo Hoang
Digital business innovation is creating widespread disruption with both direct and secondary effects. By 2020, 100 million consumers will shop using augmented reality, interacting in more virtual ways. Business models will be transformed by mundane technologies like search and blockchain. Secondary effects of digital changes, like changes to transportation from self-driving cars, will often prove more disruptive than initial changes. Digital strategists must consider both direct and indirect consequences of new technologies.
This paper examines five emerging technologies that are likely to have the greatest impact on the future of customer experience. Organisations need to constantly develop innovative ways to create value for customers. These technologies can offer companies the tools to differentiate their brands in the future.
It’s time to switch from a System of Records to Systems of Engagement!
With #SystemsOfEngagement you can accelerate your revenue growth, powered by modern apps, smart devices and analytics, thus engaging in one lifetime conversation with your customers.
In this presentation from Sriram Jayaraman, Director of Technology, Aditi Technologies, you will learn how organizations can create a compelling experience to accelerate growth while building a long term relationship with your customers.
The document discusses the trend of "omni-colleagues," where companies are re-integrating human employees into digital interfaces and customer experiences. It notes that while companies had been moving towards more automated and robotic customer service, replacing human interactions was not working. Specifically:
- Companies are emphasizing their employees as "colleagues" rather than "staff" to build camaraderie between employees and customers. Some services now rate and review individual employees.
- Companies are providing digital tools to employees but also training them in social skills to have more meaningful interactions with customers.
- Moving forward, companies will look to equip employees to take meaningful actions for users through digital tools, making employees "omni-
The document discusses the trend of "omni-colleagues," where companies are reintegrating human employees into digital customer experiences. Some key points:
- Companies are moving away from trying to replace all human interaction with automated systems and realizing that humanized customer service is important.
- Employees are being referred to as "colleagues" rather than "staff" to emphasize teamwork between employees and customers.
- Customers can now rate individual employees, like drivers on Lyft.
- Companies are providing digital tools to employees but also training them in social skills to better help diverse customers.
- Looking forward, companies will evaluate employees not just on speed but quality of customer interactions.
In this Digital Darwinian era, The mobile app development trade has already picked up its speed between millennials and their handsets to amass an area and ease their modus vivendi.
Similar to Customer_Communications_in_2025 whitepaper (20)
3. WHITEPAPERICLASSIFICATION:PUBLIC
Table of Contents
Introduction___________________________________________________________________ 4
Consumer technology will change radically__________________________________________ 5
Customer expectations will experience profound and varied changes.___________________ 6
Customers expectations around information availability will evolve______________________ 7
Enterprise technology and infrastructure will experience massive changes________________ 8
Technology accretion accelerates while old technologies remain________________________ 9
Structuring a business to communicate effectively___________________________________ 10
The regulatory constraints of 2025_________________________________________________11
Taking control of 2025, right now!________________________________________________ 12
4. Customer Communications in 2025 | 4
WHITEPAPERICLASSIFICATION:PUBLIC
10 years isn’t as far away as it used to be
At the rate technology evolves, 10 years seems like a long time off. A decade from now, we might
expect thousands of contextually-driven, ultra-personalized messages to reach our customers at exactly
the time they are needed. Certainly they will be delivered through all sorts of new devices, many
integrated into cars, clothes, glasses or other interesting places. These devices may use new types of
quantum processors and new memory that makes today’s fastest technology look like a clunky 1990’s
PDA. And all of this new technology will be applied to improve customer communication.
Some communication may be managed by a variety of helpful services, devices, bots and social
networks. We may expect communications that are information rich, but not intrusive. We will expect
them to be useful. We will expect filters that get us the right information at the right time. We will
expect them to be secure and private. We expect them to be delivered on constantly improving devices
that are bigger, smaller, faster, and smarter. And yet all of this new communication should not take more
time from our days, just as self-driving cars, smart elevators, and self-cleaning clothes each add a bit of
time back to our busy schedules.
While it may seem a long time off, 10 years is not so far that the choices you make now won’t impact
you then. If you consider the impact of 10 years across common technology refresh cycles, it is only a
few upgrades away.
Today, people in your company are considering investments in technology that will absolutely affect
your ability to communicate in 2025. Some of these choices will improve your communications in 2025.
Others will not.
Many companies are planning investments in Customer Experience—or “CX”—initiatives that are led
by marketing in an effort to strengthen customer relationships. Other companies want to delay critical
infrastructure upgrades “until next year”—every year for the next 10 years. Your decisions today matter.
As you consider how you will communicate in the future, let’s think about those decisions in terms of
consumer technology, customer expectations, information availability, enterprise technology, technology
accretion, business structure and regulatory constraints. This whitepaper explores how communication
could be in 2025 from these perspectives, and offers some guidelines in how to best position yourself
for the future.
1
Based on historical update cycles for commonly used technologies, including Microsoft Windows,
Microsoft Office, iOS, iPhone, Android, Samsung Galaxy, and others.
Number of upgrade
cycles in a 10-year period
5. Customer Communications in 2025 | 5
WHITEPAPERICLASSIFICATION:PUBLIC
Consumer technology will change radically
Over the next 10 years, personal and corporate communications will change in many ways that are
shaped by new types of consumer technology. The essential need to connect with people and handle
transactions will not change much, but the devices we use, the frequency of switching touch points, and
the etiquette of these communication channels will change quite a bit.
Today’s smart devices have screens, speakers, microphones, NFC capabilities, fingerprint readers, Wi-
Fi, Bluetooth, lights, gyroscopes, location, moisture, light, motion, and other sensors. These sensors
constantly become cheaper, more powerful, and more tolerant to environmental extremes, enabling the
creation of new devices that send new types of information. By 2025, this information could be used to,
for example, share experiences with friends with striking realism. And it will generate a lot of data for
corporations to store, manage, and mine to connect with customers in new ways and realize new value.
Today, we communicate via paper-based mail, smart phones, tablets, and desktop and laptop computers
across a variety of third-party services, social networks, and business networks. Consumers have been
experimenting with wearable fitness trackers for a few years. The early adopters are already sharing
immersive 3D experiences. Many of us are on Snapchat, Instagram or Periscope and engaging in new
image and video communications. In 10 years, there will be new social networks along with more apps
and connected devices. The information exchanged will flex to best fit these channels and the context
within which they are used.
As we consider future communications, it is not far fetched to imagine that the average consumer will
have five or more personal, connected devices. Several of these devices will always be available. And
the Internet of Things (IoT) will likely add additional sensors that communicate with these devices.
There will be new services that bridge people, devices, and data across new media. The form factor and
capabilities of the devices we use will impact how people communicate as well as what they consider to
be important.
As you imagine your place in the world of 2025, you need to imagine a business that is friendly to
new types of technology. You cannot escape concerns of privacy and security, but you will not survive
with restrictive policies that favor slow adoption. Technology is moving faster than the 12-month
budget planning cycle, so you need a business that is built to absorb new technologies on their release
schedules.
6. Customer Communications in 2025 | 6
WHITEPAPERICLASSIFICATION:PUBLIC
Customer expectations will experience profound
and varied changes.
There is no reason to believe that consumers won’t have busy lives in 2025. With devices that send and
receive messages all day, consumers will want to manage the noise level. And, there is no reason that
individual consumers will start to tolerate a one-size-fits-all approach to communication. Once you have
a smartphone, there’s no going back to the Nokia 9700! Customers will want to be in control of the
frequency and intensity of the interactions they have with companies.
People will still use water and electricity in 2025, but no one will want to receive a haptic feedback
notification each time someone turns on a light or runs the tap. For most consumers, a once-a-month
bill will be sufficient. And while there will be more connected refrigerators, who wants to be notified
each time a yogurt hits its expiration date? A consumer might appreciate a warning that a red sock has
slipped in with the whites on laundry day, but they don’t want to know when the spin cycle began in
their laundry machines. In 2025, people won’t tolerate oversharing. Some services just don’t warrant a
high level of mindshare.
Some telecom consumers (especially parents of teenagers) want to see a record of all text messages
sent each month. Others are happy with a summary statement. And others don’t even care that much
and prefer a single tweet or SMS-sized notification with just the amount and date of a deduction. In
2025, the possibilities will expand, and successful communicators will learn those preferences and act
accordingly.
In any case, individual consumers have wildly different expectations for communications. Consumers
have a wide range on their preference for the amount of detail that is available to them on bills
and other statements. Some banking customers feel comforted to receive a confirmation for every
transaction. Certain consumers prefer long, sortable lists of transactions. Others prefer a more graphical
presentation of information.
In 2025, unhappy customers will take their bad experiences viral faster than ever. They’ll turn a corporate
communication failure into a new meme that pervades hundreds of social networks and billions of
potential customers just by shouting something from their brand new 360-degree 3D videocasting
device.
As you build your business to communicate 10 years down the road, consider how you will manage to
communicate with the right frequency, intensity, and style. The technology will be there to communicate
across all of the channels constantly. Considerate businesses that resist the temptation to over-
communicate will create the strongest bonds with customers.
7. Customer Communications in 2025 | 7
WHITEPAPERICLASSIFICATION:PUBLIC
Customers expectations around information
availability will evolve
By 2025, devices may be so varied that communication will fully become a utility, instantly available
and automatically optimized for the desired display method. Before indoor plumbing technology was
popularized, to get fresh water, every home had a bucket that had to be filled at a well in the center of
town. Today’s envelopes, text messages and emails are like those buckets, in that they are carriers and
storage devices for information. As more businesses and social networks share information, the sensible
solution is to view information as an on-demand utility.
When much of the same information can be accessed in different ways, customers will expect all
information to be available on any channel, even retroactively. Consumers won’t tolerate maintaining
many separate personal archives to track their
interactions for 10, or even 100, different devices,
services, sensors or social networks. The business
and social networks, apps, and corporate systems
will be expected to get any information out to any
form factor at any time from the client’s very first
interactions.
This market shift will create a need for a major
overhaul of what we consider to be archiving today.
Today, we archive communications, which are
discreet and fairly easy to identify. But, as devices
fragment, social networks expand, and consumers
change context frequently, the burden to re-create
or reformat will fall on your company rather than
the consumer. The archiving landscape will undergo
the most profound change of any infrastructure
technology in the coming decade. This change will
largely be unnoticed by the consumers—supposing it is done well.
Archive systems will move from redisplaying things, to displaying only things that were created in the
past, to providing more. In 2025, consumers may expect their vendors to show them what would have
been displayed in a different form factor. In 2015, it’s not excusable to just show a PDF as a “digital
communication,” as this burdens the consumer with scrolling around the communication in a way
that is frustrating. Communication systems will need to be flexible enough in how they assemble
communications to display old information in ways that best fit the new devices, social network formats,
and customer expectations.
In order to succeed in 2025, businesses must be able to provide information as a utility, making it
available to clients in the right format, at the right time. This will require systems that have easy access
to data, an ability to reformat that data, create the right communication, adapt to the best design, and
deliver it to the right channel in an optimized format. Almost all enterprises are facing choices in the next
36 months that will affect their ability to effectively make information available to clients in 10 years. If
you add 36 months to a common 7-year storage requirement for communications, you’re already into
2025.
In order to succeed in 2025,
businesses must be able to provide
information as a utility, making
it available to clients in the right
format, at the right time. This
will require systems that have
easy access to data, an ability to
reformat that data, create the right
communication, adapt to the best
design, and deliver it to the right
channel in an optimized format.
8. Customer Communications in 2025 | 8
WHITEPAPERICLASSIFICATION:PUBLIC
Enterprise technology and infrastructure will
experience massive changes
In 2015, any company that delivers communication from a technology infrastructure created from
disconnected silos already is at a serious disadvantage. By 2025, firms that do not constantly refresh
communication technology and approaches will quickly find themselves not communicating at all,
because they will have closed their doors and be nothing more than a footnote in Wikipedia.
In order to reach so many people, each one using a variety of devices, the technology will need to be
easily integrated to other data sources, rapidly upgradable, and highly scalable.
To deliver this, the business culture of 2025 will not have the patience for 12-month budget planning
cycles. Opportunities will arise and vanish in less than 90 days with competition from aggressive firms.
As a result, software and service vendors will have to move to high availability models that reduce the
implementation time to zero. This isn’t only for bits and bytes technology, but the visual skills, content
skills, and knowledge of the nuances of all of the channels. Many SaaS and just-in time versions of
software will support these rapid changes. But left unmanaged, these can cause even more project-
based silos than the older methods.
From
12-month
budget
planning
cycle...
Zero tolerance for communication errors
Rapidly upgradable and highly scalable
Easily integrated and flexibile
Implementation time to zero
... to less than than
90 days planning
cycle
The business will have to rapidly integrate communication to new devices and social networks. New
social networks will need to be adopted right when they spring up—not after a “wait and see”
period—to ensure that the brand participates early on in every opportunity and at a low entry price. This
will need to be balanced with a long-term support strategy that actively manages the slow accretion of
subscription-based solutions. In order to do this, companies will have to ensure that the business is built
to handle this level of flexibility, while having zero tolerance for communication errors.
9. Customer Communications in 2025 | 9
WHITEPAPERICLASSIFICATION:PUBLIC
Technology accretion accelerates while old
technologies remain
Everyone gets excited when new channels are added. Consumers get excited to have short names on
new platforms. People flock to new channels as soon as they appear. Facebook, Twitter, Instagram,
Pinterest, and Snapchat set records for the speed at which they were adopted. But nobody gets excited
about removing technology from a portfolio. In fact, many businesspeople get hostile about removing
old channels from the mix, even if they are underperforming, difficult to maintain, or rarely used.
As the above graphic shows, a social media platform catching on can go from no users to a critical channel
with 50 million users in less than a month. This favors a business that can react quickly, assembling the right
communication team to execute well in the new channel, without gaffes, errors or breaches.
While new channels are added with increased frequency, other channels will never leave. Today, some
major corporations still have tape backup systems, fax-based communication procedures, and unsupported
machines with no spare parts. Old channels often survive for 10 to 15 years after their useful life, because
they are on the budget and not causing harm. In 2005, any of you would have predicted that paper-based
billing would be gone by now. In 2015, paper is still a critical channel for many corporate processes and
consumer transactions for reasons of both preference and regulations.
By 2025, XML may be perceived as dated as COBOL is today, but both will probably still be supported by
millions of applications around the world. As you build systems, ensure that your old data is accessible by
your new systems, and your ability to communicate will expand beyond the limitations of your weakest
system.
While the number of channels will increase, the budget to execute will likely remain constant. The businesses
of today that will be successful communicators are already nimble when it comes to adding the new
communication channels their clients, prospects and employees are using. This requires you to consider
technologies that readily convert legacy formats to useful data and content.
10. Customer Communications in 2025 | 10
WHITEPAPERICLASSIFICATION:PUBLIC
Structuring a business to communicate effectively
With incredible pressure from the potential of a communication error going viral, the organizations who
lead in 2025 will be built with communication as a fundamental strength. Let’s consider the roles within
your business that will impact communication:
• Artistic designers will optimize communications for all of the popular form factors, maintaining
the image of the brand across hundreds of potential channels.
• Data scientists will be constantly looking for possible gaps in the customer experience,
proactively recommending changes to product and service owners.
• Lawyers, regulators, and executives will need to instantly approve go-to-market plans that
will often include over 100 separate communication channels.
• IT and technology teams will have to ensure 100% availability and 100% quality across all of
the internal and external technology components.
• Sales, support and service staff will have to work with clients and prospects to get the right
information to their customers instantly.
• Chief Experience Officers will manage a portfolio of thousands of touchpoints. They will need
to see the big picture of the entire possible customer journey as well as individual interactions.
• Executives will support the concept of communication as a critical part of the customer
experience, which will be the chief differentiator in 2025.
All of these roles will need direct access to critical communication technology. Today, there are often
multiple handoffs, several redundant steps, confusing processes, and many opportunities for error. In
2015, smart choices will allow the right people to have the right level of participation. It is critical to
choose technology that maximizes the efforts of every team member while minimizing the software-
specific training required.
11. Customer Communications in 2025 | 11
WHITEPAPERICLASSIFICATION:PUBLIC
New concepts, such as Customer Experience Management, will change how communication is measured.
Communications can no longer be separated into cost centers and profit centers, because the operational
communications cannot be left to undermine lifetime customer value in order to save a few cents on
delivery. Every communication will need have its impact measured on the entire customer experience.
Other concepts, like Customer Journey Mapping will allow executives to view an entire enterprise-
wide communication portfolio easily, while allowing them to move down to the most in-depth single
communications. This capability, combined with data science, will help focus the attention on the right
elements of the rapidly changing communication portfolio.
In 2025, speed will be the critical key performance indicator (KPI). The businesses that can rapidly
synthesize messages will have the strongest relationships with their clients. Businesses can pave the way
by choosing technology that easily allows all of the stakeholders an easy way to design, approve, monitor,
and deliver communications to a variety of output channels.
The regulatory constraints of 2025
With all of the communication possibilities, businesses will most certainly have a complex mix of
regulations to follow. As communication channels grow, product and service owners will be focusing
on better messaging. Regulators may put incredible amounts of force to slow down transactions or
interactions on new channels. When new channels spring up, it is important to engage in a way that uses
the channel’s strengths, while staying within the regulatory confines of the business.
Personal data security will be a powerful regulatory force as an increasing number of touch points
exponentially increases the chance of a breach that could negatively impact a customer or prospect’s life.
Technology exists today to ensure privacy, but it is not commonplace in many services because it affects
ease of use and increases the costs of delivery.
Finance, insurance, healthcare and telecommunication companies will strive to keep up with regulations on
core aspects of the very services they provide in addition to regulations requiring clarity and consistency in
communication. With communication form factors tending towards the smaller and faster, simple updates
to complex terms and conditions will become staggeringly difficult to realize. It is hard not to imagine that
consumers will have to go to multiple channels to conduct business, make purchases, research benefits,
and understand terms of service. By 2025, regulatory agencies may likely require cross-channel consistency
standards to prevent consumer frustration.
For example, if a new microblogging channel takes off that sells insurance for devices on the network,
the entire terms and conditions probably need to be available on a channel that supports display of that
information. This combines with the need for powerful archive capabilities that will archive items that were
available to the user on a variety of channels, but that the user neglected to review. Of all the possibilities
for exciting business and social networks, none would successfully launch if they used front-facing cameras
and ocular direction sensing technology to ensure you completely read the terms of service.
Business structured to communicate across multiple channels without organizational silos will better be
able to meet regulatory challenges. By ensuring that all critical IT systems can move data and content up
to the communication design process, communications can be pushed to the correct formatting utility,
ultimately delivered to the customer, while being effectively captured, stored and reported to regulatory
agencies.
12. Customer Communications in 2025 | 12
WHITEPAPERICLASSIFICATION:PUBLIC
Taking control of 2025, right now!
In order to thrive in 2025, businesses will have to approach communication as an interdisciplinary
competence. The technology choices made today should be considered in the light of the future of
communication from many perspectives. The communication projects of 2025 depend on the choices
you make in 2015.
Start by creating an organization that is centered around customer experience, understanding that the
customer is impacted by every interaction with your brand. Many of these interactions are beyond your
control, so you need a business that respects the data, time and privacy of your customers. Consider
how new technologies in the area of Customer Experience Management, Customer Engagement
Management, and Customer Journey Mapping can combine with your Business Intelligence and Data
Analytics investments to deliver powerful results in the short term.
Your communication team will be executing broadly across a wide array of devices, networks and other
factors instantly in order to build and maintain a strong, positive reputation. Your line-of-business teams
will change communications constantly. As you expand globally, you will have to manage localized
messages, local languages and local calendars in the context of a global brand.
It won’t be easy to communicate in 2025. You will have to manage a dizzying matrix of ownership over
content, data and compliance aspects of customer communication. You will have to always support the
latest technology, along with some old technology. You will balance regulatory constraints with service
innovation. But, with the right attitude and perspective, this is possible. And it’s easier if you start today.
After all, the future is only a few upgrade cycles away.
https://www.flexiant.com/2015/02/17/disruptive-technologies-offer-service-providers-significant-revenue-
opportunities/
• https://en.wikipedia.org/wiki/Microsoft_Office_2013 (Jan 29, 2013)
• https://en.wikipedia.org/wiki/Microsoft_Office_2010 (june 15, 2010)
• https://en.wikipedia.org/wiki/IPhone_5
• https://en.wikipedia.org/wiki/IPhone_6
• https://en.wikipedia.org/wiki/Android_version_history
• https://en.wikipedia.org/wiki/IOS_8
• https://en.wikipedia.org/wiki/Samsung_Galaxy_S5
• https://en.wikipedia.org/wiki/Samsung_Galaxy_S6
• https://en.wikipedia.org/wiki/List_of_Microsoft_Windows_versions
Writing credits to Scott Draeger M-EDP, with assistance from Antoine Hemon-Laurens, Priskus
Guentensperger, Andrew Hellard and Laurent Ghio.
GMC Software helps companies communicate with their customers and employees. GMC Software empowers
organizations to create stronger engagements with timely and relevant communications. A Neopost Digital Company,
GMC Software provides the means for business users to develop contextual, highly individualized communications across
all channels that span the entire customer journey. A leader in customer communications, GMC Software supports
thousands of clients and partners in banking, insurance, healthcare and service providers around the world.