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Customers of the Future - ISE Conference 4th Dec 2018

T
Tudor Price

This document discusses how digital technologies like social media, AI, IoT, and mobility have changed the way people shop, vote, live, and travel. It contrasts digitally competent organizations that are infrastructure reliant versus digital natives that are vision led and have minimal infrastructure. Four generations of customers are described from product-focused to belonging-focused. Health use cases are compared between institution-led therapy models versus people-led prevention models.

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We have changed... 4.0 Customer Citizen Generation
the way we SHOP
We have changed the way we VOTE
the way we LIVE
the way we TRAVEL
Where human evolution meets technology revolution
AI IoT Big Data Mobility Connectivity
What has changed? 4.0 Customer Citizen Generation
Social Media GIVING YOU A VOICE
Social Media CREATING INFLUENCERS
Adverts 1x Influencer 3x Advocate 7x
How digital disruption works... 4.0 Customer Citizen Generation
Digitally Competent v Digital Native Transform the model Process led Infrastructure reliant Staff change management Customer change management Shareholder driven Terrified by complexity Re-invent the model Vision led Minimal infrastructure New teams A new customer experience Customer value driven No fear of complexity
How we got here... 4.0 Customer Citizen Generation
Customer 3.0 Customer 1.0 Customer 2.0 Customer 4.0 Probably the best lager in the world! Any colour as long as its black! The best coffee for the best you! Airbnb is about belonging.
Rules of 4.0 Value Agile Purpose Authentic
Use Case - Health 4.0 Customer Citizen Generation
Digitally Competent v Digital Native Institution led Therapy and Illness focus Deep medical expertise Language of professionals People led Prevention focussed Health and lifestyle experience Language of healthy living

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Customers of the Future - ISE Conference 4th Dec 2018