cultivating innovation in the workplace 080316 (2)
TRANSCRIPT
![Page 1: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/1.jpg)
Thinking Differently
Megan Neale@NealeMegan
flo™
![Page 2: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/2.jpg)
400+brands
14 > €1bn 172000 colleagues
48CECs 700+advisors
8 regions€48bn t/o
60% outsourced
50% self service
98 markets
1bnrelationships
2bn per day
![Page 3: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/3.jpg)
le call customer service
Yesterday Today Tomorrow
![Page 4: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/4.jpg)
MessagingArtificial
intelligenceMobile first strategies
Peer to peer engagement
On demand service models
The fluid workforce & sharing economy
TRUST is the currency of the new digital age
![Page 5: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/5.jpg)
![Page 6: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/6.jpg)
the digital shift is creating exponential relationship opportunities
![Page 7: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/7.jpg)
LimitlessRelationships = Insight
Remove Boundaries
What
Why
How
![Page 8: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/8.jpg)
Customers
ContactCentres
Rest of business
Friends / word of mouth
CorporateDigital Assets
Social Media
Operations
Digital
Ratings & reviews
High trustFinite
resources
Lowengagement
Customer Experience Now
![Page 9: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/9.jpg)
NewWays of Working
NewTechnology
Digital People
Solution
![Page 10: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/10.jpg)
The contact
centre may not
always the best
place to help
a customer
ServiceEcosystem
New waysof working
![Page 11: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/11.jpg)
The creativity &ingenuity of human
talent is subdued by the mundane, repetitive, routine & uninspiring tasks that eat up 80%
of our daily lives
Artificial Intelligence
NewTech
![Page 12: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/12.jpg)
Putting
customers
at the heart
of a service
ecosystem
Customers
Friends
Social Media
Ratings & reviews
Paid peers on demand
Brand FansCustomers
helping customers
Rest of business
employees
Contact Centre
Partners / Suppliers
High engagementCorporate
DigitalAssets
Limitlessresourcing
High Trust
![Page 13: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/13.jpg)
![Page 14: Cultivating innovation in the workplace 080316 (2)](https://reader035.vdocuments.mx/reader035/viewer/2022070605/58f07fc81a28ab23308b45c9/html5/thumbnails/14.jpg)
Thinking Differently
Megan Neale@NealeMegan
flo™