Deon Scheepers
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The document discusses various trends related to digital disruption including the rise of social media, mobility, cloud computing, big data, and the digital customer. Key points made include that digital technology will radically change business, social media has changed communication and work, mobile devices now surpass PCs for internet access, and the cloud will drive 67% of enterprise IT spending by 2020. It also notes that digital transformation is the center of business strategy and effective customer experience requires digital transformation.
Deon Scheepers
- 1. Deon Scheepers Sr. Manager Operations Africa deon.scheepers@inin.com Industry Trends & Best Practices
- 3. The world is at an Inflection Point: Digital technology will radically change the way we do business. Dr. Didier Bonnet - Capgemini
- 4. More advancement in the last 15 years than in the previous 40 Source: Nielson - Evolution of Content Discovery
- 5. Digital Disruption is already here! None of these companies existed 20 years ago
- 6. SOCIAL MEDIA
- 7. Where were you when it all changed? March 2006 February 2004
- 8. Social Media has changed the way we Communicate & Work
- 9. Customers are EMPOWERED Customers have a VOICE
- 10. Bad Customer Experience Bad Customer Experiences are more Dangerous than ever
- 11. MOBILE DRIVES THE CONSUMERISATION OF IT
- 12. Mobile provides connectivity Any-time Any-place, Any-device, Any-channel
- 13. In 2013, mobile phones overtook PCs as the most common Web access device Worldwide. - Gartner
- 14. Percent of all website traffic worldwide was generated through mobile phones Source: Statista -2016 38.6%
- 17. By 2019, requests for customer support through consumer messaging apps will exceed requests for customer support through social media. Gartner_2016
- 18. THE CLOUD
- 19. By 2020, 67% of enterprise IT infrastructure and software spending will be for cloud-based offerings. IDC_2016
- 22. The Future is Increasingly Cloudy
- 23. BIG DATA EVERYTHING IS INFORMATION
- 24. 31-billiondevices connected to the Internet by 2020
- 25. Data Generators are Increasing Rapidly
- 26. 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
- 27. DIGITAL CUSTOMER
- 28. Industry Shifts; We have entered The Age Of The Customer The New Era of Business
- 29. Shifting Consumer and Workforce Demographics: Baby-boomers OUT Digital-Millennials IN
- 31. The Digital Customer The New Normal
- 33. Technology's Next Big Wave - Virtual Reality $120 billion
- 34. Facebook Changing the Social Experience Social-media based Virtual Reality will: 1. Change how people communicate with each other 2. Watch content 3. Shop
- 36. VIRTUAL REALITY: Is this the future Agent?
- 38. Augmented Reality (AR) bridges physical and digital worlds
- 39. CHATBOTS: Is this the future Agent?
- 40. ChatBots & Virtual-Assistants: The Next Frontier of Customer Service
- 42. The global intelligent virtual assistant market is forecast to be worth $5.1 billion by 2022, up from - $600 million in 2014. - Transparency Market Research
- 43. 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
- 44. 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.
- 45. Your customers are already in the future
- 47. Digital Transformation is not just a Technology trend, it has also become the centre of Business Strategy across all Industries. - IDC (2015)
- 48. DIGITAL CUSTOMER
- 49. Effective Customer Experience is only possible through Digital Transformation. Microsoft_2016
- 50. Are you managing Change or is CHANGE managing YOU?
- 51. Every business is at Risk of being Disrupted Extinction How safe is your Company?
- 52. Thank You for Your Time Deon Scheepers Sr. Manager Operations Africa deon.scheepers@inin.com