deon scheepers
TRANSCRIPT
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?
