This presentation was developed for the Richmond Events HR conference on the Arcadia cruise ship

1. Immersive Technologies and Customer Relationship Management David Wortley FRSA Director Serious Games Institute dwortley@cad.coventry.ac.uk

2. What makes a Good Relationship ? What role can technology play ?

3. Key Take Away Questions What do we look for in our relationships ? What are the key relationship challenges in the Digital Society ? How do we find and keep partners ? How can technology help ? What is available today ? What are the future opportunities and threats ?

4. Is this what you’re looking for ? To love and be loved for myself To trust and be trusted To be treated as an individual To find someone easy to get on with To be remembered To have nice surprises To understand and be understood To be encouraged and challenged Freedom to be myself and express myself

5. Introduction to Immersive Technologies

6. Immersive Technologies Games Virtual Worlds Social Networks Immersive Technologies engage our hearts, minds and wallets

7. Games

8. Virtual Worlds

9. Social Networks

10. Serious Social Networks Help you find your partner on your doorstep

11. Serious Social Networks Social Networks have powerful political impact

12. Serious Social Networks Build communities of interest

13. Impact of Digital Society

15. The Challenges The world is changing very fast People have many jobs in their lifetime People will have many relationships in their lifetime Customers and staff will demand more from relationships People rely on their peers and networks more than “knowledge professionals” Commercial relationships will be more personal and customer-managed

16. Technology and Society Transport Information Processing Machines were invented to fulfil tasks more efficiently,mechanically, reliably and predictably

17. Technology and Society Knowledge Professionals train for many years to deliver their skills and knowledge more efficiently, and effectively

18. Technology and Society The internet and digital media delivers current information and knowledge faster, more efficiently, and on demandbut what is missing ?

19. Technology and Society Human beings use intelligence, judgement, sensitivity, emotions, empathy and experience to deliver unique and personal experiences – differentiating us from machines

20. Machines and Humans Power, speed, efficiency, accuracy, stamina, capacity, availability, inflexible Judgement, sensitivity, care, humanity, fallibility, creativity, versatility

21. Humanising Technology Humans Machines To love and be loved vs devoid of emotion Personalisation vs one size fits all Easy to use interfaces vs unnatural devices Persistent history vs blank pages Facilitated new discovery vs delivery of existing Understanding & Wisdom vs Memorisation Need to be Connected vs isolated Motivation and challenge vs boring & repetitive Creative expression vs standard responses

22. Humanising Technology Tamagotchi is technology which responds tohuman relationships

23. Technology bringing a Human Touch Yesterday Today Tomorrow ? One size fits all Intelligent entertainment

24. Immersive Applications are Humanising Technology Delivering more control over our lives, our world andour relationships – giving us access to a global network – building personalised relationship with our technologies

25. Immersive Technologies Games Virtual Worlds Social Networks Immersive Technologies deliver personalised experiences based on building “intelligent” relationships

26. Some Examples 2010 1949 More speed, power, capacity, less cost PLUS ?

27. Humanising Transport Technology 2010 1949 Using your car as a navigator, entertainer and mobile phone

28. Serious Social Networks Artificial intelligence, geo-location, profiling

29. Our Relationship with Technology To love and be loved To trust and be trusted Treats me as an individual Easy to get on with Remember everything about me Every day brings new discoveries Help me to understand Encourage & challenge me Help me to express myself We will drive technology to empower us to shape our world and in the process the world will shape us

30. Immersive Technology Applications Today

31. Dating Direct Technology facilitated relationship creation

32. Facebook Technology facilitated relationship management

33. Amazon Technology facilitated relationship management

34. Barbie World Technology facilitated social engineering ?

35. Tesco Self-Merchandising – shop of favourite goods

36. Farmville Building your own world with friends

37. WeForest Social Network Games which change our world

39. Avatar Creation Realistic personalisation

40. Shaping the Future - BOTS and Things

41. The Internet of Things Ubiquitous Sensor Networks

42. Bots BOTS – Intelligent Agents – shaping our personal world

43. Collective Human Wisdom “The Mechanical Turk” Combining the power of humans and machines

44. How will you manage your relationships ?

45. Immersive Technologies and Customer Relationship Management David Wortley FRSA Director Serious Games Institute dwortley@cad.coventry.ac.uk