deon scheepers

Deon Scheepers

Sr. Manager Operations – Africa

deon.scheepers@inin.com

Industry Trends & Best Practices

DIGITAL DISRUPTION

“The world is at an Inflection Point:

Digital technology will radically change

the way we do business.”

Dr. Didier Bonnet - Capgemini

More advancement in the last 15 yearsthan in the previous 40

Source: Nielson - Evolution of Content Discovery

Digital Disruption is already here!

None of these companies existed 20 years ago…

SOCIAL MEDIA

Where were you when it

all changed?

March 2006

February 2004

Social Media has changed the way we

Communicate & Work

Customers are EMPOWERED

Customers have a VOICE

Bad Customer Experience

“Bad Customer Experiencesare more Dangerous than ever”

MOBILE DRIVES THECONSUMERISATION OF IT

Mobile provides connectivity Any-timeAny-place, Any-device, Any-channel

In 2013, mobile phones overtook PCs as the most common Web access device Worldwide.

- Gartner

Percent of all website traffic worldwide was generated through mobile phones

Source: Statista -2016

38.6%

“By 2019, requests for customer support

through consumer messaging apps will

exceed requests for customer support

through social media.”

Gartner_2016

THE CLOUD

“By 2020, 67% of enterprise IT

infrastructure and software spending

will be for cloud-based offerings.”

IDC_2016

Source: Ovum -2015

The Future is Increasingly Cloudy

BIG DATAEVERYTHING IS INFORMATION

31-billion devices

connected to the

Internet by 2020

Data Generators are Increasing Rapidly

The Digital Transformation has only Started

Only 44% of the world population has internet access!

54% of the world left to go!Source: ITU - 2016

DIGITAL CUSTOMER

Industry Shifts; We have entered “The Age Of The Customer”

“The New Era of Business”

Shifting Consumer and Workforce Demographics:

• Baby-boomers OUT• Digital-Millennials IN

The Digital Customer

The New Normal

Technology's Next Big Wave - Virtual Reality

$120 billion

Facebook – Changing the Social Experience

Social-media based Virtual Reality will:1. Change how people communicate with each other2. Watch content3. Shop

DIGITAL CONTACT CENTRE

VIRTUAL REALITY:Is this the future Agent?

Augmented Reality

Augmented Reality (AR) bridges physical and digital worlds

CHATBOTS:Is this the future Agent?

ChatBots & Virtual-Assistants:The Next Frontier of Customer Service

“The global intelligent virtual assistant

market is forecast to be worth $5.1 billionby 2022, up from - $600 million in 2014.”

- Transparency Market Research

“Automated analysis of social media channels,

CRM software, and personalized Chatbots that

recognise faces and voices will greatly reduce

the need for traditional call centres.”

Gartner_2016

Angry Comcast customer set up a Bot to auto-tweet speed test results

Tired of complaining to your ISP over and over? Have a machine do it.

Your customers are already in the future

DIGITAL DISRUPTION

“Digital Transformation is not just a

Technology trend, it has also become the

centre of Business Strategy across all

Industries.”

- IDC (2015)

DIGITAL CUSTOMER

“Effective Customer Experience is only

possible through Digital Transformation.”

Microsoft_2016

Are you managing Change or

is CHANGE managing YOU?

Every business is at Risk of being Disrupted

Extinction – How safe is your Company?

Thank You

for Your Time

Deon Scheepers

Sr. Manager Operations – Africa

deon.scheepers@inin.com