Digital disruption webinar oxford universityZoodikers
A webinar delivered at Said Business School, The University of Oxford, looking at digital transformation, social business, AI and much more.
Delivered to an audience of CMOs and CPOs, looking at how AI impacts all industries and business functions.
It's clear to almost everyone in business today that sales and marketing are both undergoing an artificial intelligence (AI) revolution, driven by a need to offer customers the ultimate personalised experience (CX).
This presentation was delivered to the members of the Hertfordshire Chamber of Commerce in October 2017.
In it, I look at the impact on all business functions, and the actions which companies can take today to survive and thrive.
Beyond the Buzz: How Sectors as Diverse as Logistics, Finance, Healthcare & M...Leah Kinthaert
In their report, “Predictions 2017: Artificial Intelligence Will Drive The Insights Revolution”, Forrester Research predicts that “insights-driven businesses will steal $1.2 trillion per annum from their less-informed peers by 2020”. Statista tells us that this year “the global AI market is expected to be worth approximately 7,35 billion U.S. dollars.”
I compiled a “best of” e-book for Informa Connect Learning from interviews with 34 pioneers on the topic of AI in marketing, healthcare, finance and maritime/logistics. From Wolfgang Lehmacher, Head of Supply Chain and Transport Industries of the World Economic Forum to Forbes 30 under 30 Domeyard Hedge Fund Partner, Christina Qi, the Global No. 1 Fintech, AI,
Blockchain & No. 2 InsurTech Influencer by Onalytica, Spiros Margaris to award winning scientist and entrepreneur, ReviveMed CEO and Co-Founder, Leila Pirhaji -
learn how 34 of the top artificial intelligence experts in the world are using AI to disrupt their industries, increase profits, drive efficiencies and in many cases - save lives.
The Fintech 100 includes leading 50 fintech
companies across the globe, and the most intriguing
50 ‘emerging stars’ – exciting new fintechs with bold,
disruptive and potentially game-changing ideas –
expanding on the success of last year’s list. Presented here strictly for academic purposes...
Business 4.0 - Adopting a digital transformation strategy to survive and thriveZoodikers
Presentation delivered in January 2018 to MBA Networking Club at Westminster Business School. Discusses how to adopt a digital transformation strategy to survive and thrive. Follow some of the conversation on Twitter via @katieeking
This document discusses List Services Corporation (LSC), a company that provides marketing automation, CRM, database, and digital services. It summarizes LSC's history since being founded in 1980 and acquiring other digital brands. It also introduces the PIE (Personalized Interaction Engine), which analyzes customer behavior across channels to provide insights. Finally, it describes LSC's capabilities around capturing customer data, mapping IP addresses to organizations, and using contextual advertising and keywords to target accounts.
Top 10 Digital Transformation Trends for 2017Daniel Newman
Digital transformation reshapes every aspect of business and successful transformation requires collaboration, planning, and inclusion across departments. New technologies like cloud computing, APIs, big data, IoT, AR/VR, and AI are driving transformation and changing roles and business models. To succeed, companies must embrace change, prioritize adaptability and innovation, provide excellent customer experiences, and break down silos between departments. Digital transformation is no longer optional but critical to remaining competitive in a rapidly changing business environment.
AI in Marketing: Guest lecture at Bournemouth university Zoodikers
Katie King is an expert on AI and its impact on marketing. She discusses how AI is advancing beyond just data analysis to generating data from sights and sounds through machine vision and speech recognition. AI will transform marketers by helping with segmentation, tracking, and keyword tagging to make planning and execution more efficient. While AI can aid content creation, human marketers are still needed for their creativity. New technologies like chatbots and autonomous retail robots powered by AI are also discussed. King emphasizes that to prepare for the future of work with AI, organizations need to focus on retraining, culture, and experimentation.
Digital disruption webinar oxford universityZoodikers
A webinar delivered at Said Business School, The University of Oxford, looking at digital transformation, social business, AI and much more.
Delivered to an audience of CMOs and CPOs, looking at how AI impacts all industries and business functions.
It's clear to almost everyone in business today that sales and marketing are both undergoing an artificial intelligence (AI) revolution, driven by a need to offer customers the ultimate personalised experience (CX).
This presentation was delivered to the members of the Hertfordshire Chamber of Commerce in October 2017.
In it, I look at the impact on all business functions, and the actions which companies can take today to survive and thrive.
Beyond the Buzz: How Sectors as Diverse as Logistics, Finance, Healthcare & M...Leah Kinthaert
In their report, “Predictions 2017: Artificial Intelligence Will Drive The Insights Revolution”, Forrester Research predicts that “insights-driven businesses will steal $1.2 trillion per annum from their less-informed peers by 2020”. Statista tells us that this year “the global AI market is expected to be worth approximately 7,35 billion U.S. dollars.”
I compiled a “best of” e-book for Informa Connect Learning from interviews with 34 pioneers on the topic of AI in marketing, healthcare, finance and maritime/logistics. From Wolfgang Lehmacher, Head of Supply Chain and Transport Industries of the World Economic Forum to Forbes 30 under 30 Domeyard Hedge Fund Partner, Christina Qi, the Global No. 1 Fintech, AI,
Blockchain & No. 2 InsurTech Influencer by Onalytica, Spiros Margaris to award winning scientist and entrepreneur, ReviveMed CEO and Co-Founder, Leila Pirhaji -
learn how 34 of the top artificial intelligence experts in the world are using AI to disrupt their industries, increase profits, drive efficiencies and in many cases - save lives.
The Fintech 100 includes leading 50 fintech
companies across the globe, and the most intriguing
50 ‘emerging stars’ – exciting new fintechs with bold,
disruptive and potentially game-changing ideas –
expanding on the success of last year’s list. Presented here strictly for academic purposes...
Business 4.0 - Adopting a digital transformation strategy to survive and thriveZoodikers
Presentation delivered in January 2018 to MBA Networking Club at Westminster Business School. Discusses how to adopt a digital transformation strategy to survive and thrive. Follow some of the conversation on Twitter via @katieeking
This document discusses List Services Corporation (LSC), a company that provides marketing automation, CRM, database, and digital services. It summarizes LSC's history since being founded in 1980 and acquiring other digital brands. It also introduces the PIE (Personalized Interaction Engine), which analyzes customer behavior across channels to provide insights. Finally, it describes LSC's capabilities around capturing customer data, mapping IP addresses to organizations, and using contextual advertising and keywords to target accounts.
Top 10 Digital Transformation Trends for 2017Daniel Newman
Digital transformation reshapes every aspect of business and successful transformation requires collaboration, planning, and inclusion across departments. New technologies like cloud computing, APIs, big data, IoT, AR/VR, and AI are driving transformation and changing roles and business models. To succeed, companies must embrace change, prioritize adaptability and innovation, provide excellent customer experiences, and break down silos between departments. Digital transformation is no longer optional but critical to remaining competitive in a rapidly changing business environment.
AI in Marketing: Guest lecture at Bournemouth university Zoodikers
Katie King is an expert on AI and its impact on marketing. She discusses how AI is advancing beyond just data analysis to generating data from sights and sounds through machine vision and speech recognition. AI will transform marketers by helping with segmentation, tracking, and keyword tagging to make planning and execution more efficient. While AI can aid content creation, human marketers are still needed for their creativity. New technologies like chatbots and autonomous retail robots powered by AI are also discussed. King emphasizes that to prepare for the future of work with AI, organizations need to focus on retraining, culture, and experimentation.
Katie delivered a Keynote presentation at the first-ever AI Everything Summit in Dubai (May 2019), organised by the UAE National Programme for Artificial Intelligence, in partnership with Smart Dubai. The event was opened by Shaikh Ahmad Bin Saeed Al Maktoum, CEO and chairman of the Emirates Group.
The presentation focused on how to harness AI and maintain the competitive edge.
There is a huge amount of hype surrounding AI, as it’s in the Gartner phase of ‘peak of inflated expectation.’ By comparison, Katie shared the evidence and insights drawn from the extensive research she conducted for her new business book.
Using Artificial Intelligence in Marketing: How to Harness AI and Maintain the Competitive Edge, was published by Kogan Page in February 2019. It is essential reading for any 21st-century business executive. Katie shared these real-world examples, both successes and failures, as well as practical implementation strategies.
Predictive analytics uses data about customers to help brands better understand their customers and build stronger relationships with them. This allows brands to personalize their marketing, improve customer retention, and gain insights for new product development. The document discusses how predictive analytics provides benefits such as increasing brand awareness, shaping brand preference, cultivating brand influencers, and collaborating on product development. It also outlines four steps for brands to start adopting predictive analytics, such as promoting a cultural shift to more individual customer relationships and acquiring a better understanding of customer behavior through data analytics.
The benefits of a predictive online reputation management process, including a robust response mechanism, pay off in averting or smoothing any brand reputation crises. This whitepaper explains how to set up such a reputation management process.
Power to the People: Customer Care and Social MediaCognizant
The growth of social media, including Facebook and Twitter, offers many opportunities for businesses to connect with customers. Nonetheless, most companies still view social media as an extension of their traditional sales and marketing efforts; few are using social media to strengthen customer care and offer customers consistent, seamless and satisfying experiences.
Taking friction out of banking white paper - USNils Mork-Ulnes
In our white paper, ‘Taking the friction out of banking’ we research the threat from disruptive FinTech start-ups and look into designing for banking innovation with a focus on improving the digital experience for increasingly digitally-focused consumers.
Rail Revenue World Congress brings together experts implementing the most innovative projects, new revenue strategies and business plans that are helping to grow revenue and increase customer engagement.
No matter where your interest lies, we have content, networking and new partners for you to meet.
By bringing four events together under one roof, you get to choose the sessions most relevant for you to help your business grow revenues and implement new technologies and strategies to bring real innovation to your organisation.
Software is having an impact on everyone’s lives and we’re fascinated by its effect on user behavior. Building on our existing financial sector expertise, Beyond wanted to fully understand how people’s behavior is changing in one of the world’s oldest industries and what this change means for the future design of products and services in banking.
Taking friction out of banking white paper - UKNils Mork-Ulnes
In our white paper, ‘Taking the friction out of banking’ we research the threat from disruptive FinTech start-ups and look into designing for banking innovation with a focus on improving the digital experience for increasingly digitally-focused consumers.
The document discusses best practices for brands establishing themselves as publishers in the current media landscape. It finds that one-third of top global brands have created publishing platforms. There are three main types: core branding sites, content marketing hubs, and sponsored destinations. The most successful platforms use a blend of brand and user-generated content, have a strong visual style and editorial mandate, and engage their communities. The document analyzes various brand publishing platforms and rates them on metrics like audience value and brand value. It provides the example of Virgin's data-driven content strategy improving site engagement through personalized storytelling.
This document discusses several top digital marketing trends for 2021:
1. Artificial intelligence will be widely used for tasks like analyzing consumer behavior, product recommendations, and automating customer service through chatbots.
2. Programmatic advertising allows more targeted digital ad campaigns through real-time bidding automation.
3. Chatbots and conversational marketing are growing trends as consumers expect immediate, personalized responses from brands.
4. Personalization through customized content, products, and communications is important for standing out to consumers.
Conversational Commerce: Why Consumers Are Embracing Voice AssistantsCapgemini
Conversational commerce, or consumer purchases made via voice assistants, is poised to revolutionize how consumers and brands interact. While still in the early stages, rapid adoption of voice assistants will drive significant investment and innovation in this area. As voice technology improves and more devices become enabled with voice assistants, consumers are using them more for a variety of tasks including making purchases. The research found that over a third of current voice assistant users have already made purchases such as groceries or clothing using their voice assistant. It also found that consumers see voice assistants becoming a dominant form of interaction within three years, with users expecting to spend six times more via voice assistants compared to today. Major retailers and brands have begun partnering with companies like Google
101 Digital Transformation Statistics (2016) Jake Hird
The document provides statistics related to digital transformation from various reports published in 2016. Some key findings include:
- Around 33-47% of companies have not fully embarked on digital transformation or do not have a comprehensive strategy.
- 50-55% of companies say developing new skills and changing culture are major challenges of digital transformation.
- Around 57-88% of companies cite that implementing new technologies such as cloud, mobile, and data analytics is critical to digital transformation efforts.
This 3-page document provides an executive summary of a report on how AI is transforming the customer experience. It discusses how AI will become ubiquitous in the next 5 years and profoundly shape interactions with companies through technologies like chatbots and augmented reality. It also outlines some of the key challenges AI poses for customer experience, such as new interaction models, information asymmetry, and the amplification of biases. The summary concludes by emphasizing the need for business leaders to establish principles to ensure AI is developed and applied in a customer-centric manner.
[Netcore] Ecommerce personalization benchmark report 2021Duy, Vo Hoang
[Netcore] Ecommerce personalization benchmark report 2021
A research study of 200 retailers and 600 consumers
An overwhelming 91% of shoppers would abandon an online retailer over a poor shopping experience. Many say it is crucial for retailers to personalize the experience to fit their preferences.
Loyalty Deciphered — How Emotions Drive Genuine EngagementCapgemini
Current loyalty approaches are broken. Brands spend billions on loyalty programs but fail to increase customer engagement. Our previous research showed that 90% of consumers have a negative perception of loyalty programs. In addition, over half (54%) of loyalty memberships have fallen inactive and over a quarter of consumers (28%) abandon loyalty programs without redeeming any points.
Many of today’s loyalty programs attempt to buy consumer loyalty through monetary rewards. The consumer might receive discounts or vouchers and, in return, organizations expect them to spend more or give up their data. Many organizations run these sorts of programs and achieve what looks like loyalty, at least on the surface.
But what does it really mean for a consumer to be loyal to a brand?
To uncover the true drivers of loyalty, we undertook a worldwide, cross-sector research program. We broadened our perspective—exploring beyond the mechanical and rational drivers associated with conventional loyalty programs. We explored loyalty from an emotional perspective to identify the drivers that brands can harness to build meaningful loyalty with consumers. We surveyed over 9,000 consumers and 500 executives, and we spoke to leading academics in the field. The Research Methodology at the end of this report provides further details.
We found that emotions play a far greater role in creating true loyalty than current approaches recognize. In this report we:
Explore how emotions are the main driver of loyalty.
Understand who emotionally engaged consumers are and what motivates them.
Assess the size of the prize for organizations with emotionally engaged consumers.
Recommend strategies for how organizations can make better emotional connections with consumers.
Hospitality companies are using cloud services and data from various sources like social media and sales to improve customer experience, gain insights, and make informed decisions. They are able to improve network operations, communication between employees and customers, and generate more revenue. CEOs are facing challenges to meet rising digital customer expectations around personalization, a single customer view, and mobile-first services.
This document proposes the need for a standardized "Check-in 2.0" system to improve upon current check-in technologies. It outlines some of the key limitations of current check-in methods like GPS, cellular location, Wi-Fi and ultrasound that make them inaccurate, battery inefficient, prone to fraud, and lacking a global standard. The document argues that a standardized approach is needed to drive adoption, ensure interoperability across devices, and fully realize the business opportunities of precise location-based mobile marketing. It proposes requirements for an ideal check-in standard including being automatic, precise, battery-friendly, low latency, cross-platform, inexpensive, easy to implement and secure.
Integrating Social Media in your business modelPieter Baert
An inspirational presentaties, given at an innovation event for professionals. It shows 5 scenario's to use Social Media in your business. Participants used these scenario's in the startup canvas.
The year 2021 will signal a turning point in marketing. Traditional marketing methods have already left a sour taste in the mouths of businesses. The pandemic has already wiped out traditional marketing and caused a substantial shift in consumer behaviour.The marketing seismic shift has already begun, almost like the emergence of a new age.
AI and Marketing: Robot-proofing Your JobCall Sumo
Artificial Intelligence (AI) provides marketers with deep knowledge of consumer, clients and delivers the right message to the right person at the right time. Here are more depth information how AC affects on Marketing.
Katie delivered a Keynote presentation at the first-ever AI Everything Summit in Dubai (May 2019), organised by the UAE National Programme for Artificial Intelligence, in partnership with Smart Dubai. The event was opened by Shaikh Ahmad Bin Saeed Al Maktoum, CEO and chairman of the Emirates Group.
The presentation focused on how to harness AI and maintain the competitive edge.
There is a huge amount of hype surrounding AI, as it’s in the Gartner phase of ‘peak of inflated expectation.’ By comparison, Katie shared the evidence and insights drawn from the extensive research she conducted for her new business book.
Using Artificial Intelligence in Marketing: How to Harness AI and Maintain the Competitive Edge, was published by Kogan Page in February 2019. It is essential reading for any 21st-century business executive. Katie shared these real-world examples, both successes and failures, as well as practical implementation strategies.
Predictive analytics uses data about customers to help brands better understand their customers and build stronger relationships with them. This allows brands to personalize their marketing, improve customer retention, and gain insights for new product development. The document discusses how predictive analytics provides benefits such as increasing brand awareness, shaping brand preference, cultivating brand influencers, and collaborating on product development. It also outlines four steps for brands to start adopting predictive analytics, such as promoting a cultural shift to more individual customer relationships and acquiring a better understanding of customer behavior through data analytics.
The benefits of a predictive online reputation management process, including a robust response mechanism, pay off in averting or smoothing any brand reputation crises. This whitepaper explains how to set up such a reputation management process.
Power to the People: Customer Care and Social MediaCognizant
The growth of social media, including Facebook and Twitter, offers many opportunities for businesses to connect with customers. Nonetheless, most companies still view social media as an extension of their traditional sales and marketing efforts; few are using social media to strengthen customer care and offer customers consistent, seamless and satisfying experiences.
Taking friction out of banking white paper - USNils Mork-Ulnes
In our white paper, ‘Taking the friction out of banking’ we research the threat from disruptive FinTech start-ups and look into designing for banking innovation with a focus on improving the digital experience for increasingly digitally-focused consumers.
Rail Revenue World Congress brings together experts implementing the most innovative projects, new revenue strategies and business plans that are helping to grow revenue and increase customer engagement.
No matter where your interest lies, we have content, networking and new partners for you to meet.
By bringing four events together under one roof, you get to choose the sessions most relevant for you to help your business grow revenues and implement new technologies and strategies to bring real innovation to your organisation.
Software is having an impact on everyone’s lives and we’re fascinated by its effect on user behavior. Building on our existing financial sector expertise, Beyond wanted to fully understand how people’s behavior is changing in one of the world’s oldest industries and what this change means for the future design of products and services in banking.
Taking friction out of banking white paper - UKNils Mork-Ulnes
In our white paper, ‘Taking the friction out of banking’ we research the threat from disruptive FinTech start-ups and look into designing for banking innovation with a focus on improving the digital experience for increasingly digitally-focused consumers.
The document discusses best practices for brands establishing themselves as publishers in the current media landscape. It finds that one-third of top global brands have created publishing platforms. There are three main types: core branding sites, content marketing hubs, and sponsored destinations. The most successful platforms use a blend of brand and user-generated content, have a strong visual style and editorial mandate, and engage their communities. The document analyzes various brand publishing platforms and rates them on metrics like audience value and brand value. It provides the example of Virgin's data-driven content strategy improving site engagement through personalized storytelling.
This document discusses several top digital marketing trends for 2021:
1. Artificial intelligence will be widely used for tasks like analyzing consumer behavior, product recommendations, and automating customer service through chatbots.
2. Programmatic advertising allows more targeted digital ad campaigns through real-time bidding automation.
3. Chatbots and conversational marketing are growing trends as consumers expect immediate, personalized responses from brands.
4. Personalization through customized content, products, and communications is important for standing out to consumers.
Conversational Commerce: Why Consumers Are Embracing Voice AssistantsCapgemini
Conversational commerce, or consumer purchases made via voice assistants, is poised to revolutionize how consumers and brands interact. While still in the early stages, rapid adoption of voice assistants will drive significant investment and innovation in this area. As voice technology improves and more devices become enabled with voice assistants, consumers are using them more for a variety of tasks including making purchases. The research found that over a third of current voice assistant users have already made purchases such as groceries or clothing using their voice assistant. It also found that consumers see voice assistants becoming a dominant form of interaction within three years, with users expecting to spend six times more via voice assistants compared to today. Major retailers and brands have begun partnering with companies like Google
101 Digital Transformation Statistics (2016) Jake Hird
The document provides statistics related to digital transformation from various reports published in 2016. Some key findings include:
- Around 33-47% of companies have not fully embarked on digital transformation or do not have a comprehensive strategy.
- 50-55% of companies say developing new skills and changing culture are major challenges of digital transformation.
- Around 57-88% of companies cite that implementing new technologies such as cloud, mobile, and data analytics is critical to digital transformation efforts.
This 3-page document provides an executive summary of a report on how AI is transforming the customer experience. It discusses how AI will become ubiquitous in the next 5 years and profoundly shape interactions with companies through technologies like chatbots and augmented reality. It also outlines some of the key challenges AI poses for customer experience, such as new interaction models, information asymmetry, and the amplification of biases. The summary concludes by emphasizing the need for business leaders to establish principles to ensure AI is developed and applied in a customer-centric manner.
[Netcore] Ecommerce personalization benchmark report 2021Duy, Vo Hoang
[Netcore] Ecommerce personalization benchmark report 2021
A research study of 200 retailers and 600 consumers
An overwhelming 91% of shoppers would abandon an online retailer over a poor shopping experience. Many say it is crucial for retailers to personalize the experience to fit their preferences.
Loyalty Deciphered — How Emotions Drive Genuine EngagementCapgemini
Current loyalty approaches are broken. Brands spend billions on loyalty programs but fail to increase customer engagement. Our previous research showed that 90% of consumers have a negative perception of loyalty programs. In addition, over half (54%) of loyalty memberships have fallen inactive and over a quarter of consumers (28%) abandon loyalty programs without redeeming any points.
Many of today’s loyalty programs attempt to buy consumer loyalty through monetary rewards. The consumer might receive discounts or vouchers and, in return, organizations expect them to spend more or give up their data. Many organizations run these sorts of programs and achieve what looks like loyalty, at least on the surface.
But what does it really mean for a consumer to be loyal to a brand?
To uncover the true drivers of loyalty, we undertook a worldwide, cross-sector research program. We broadened our perspective—exploring beyond the mechanical and rational drivers associated with conventional loyalty programs. We explored loyalty from an emotional perspective to identify the drivers that brands can harness to build meaningful loyalty with consumers. We surveyed over 9,000 consumers and 500 executives, and we spoke to leading academics in the field. The Research Methodology at the end of this report provides further details.
We found that emotions play a far greater role in creating true loyalty than current approaches recognize. In this report we:
Explore how emotions are the main driver of loyalty.
Understand who emotionally engaged consumers are and what motivates them.
Assess the size of the prize for organizations with emotionally engaged consumers.
Recommend strategies for how organizations can make better emotional connections with consumers.
Hospitality companies are using cloud services and data from various sources like social media and sales to improve customer experience, gain insights, and make informed decisions. They are able to improve network operations, communication between employees and customers, and generate more revenue. CEOs are facing challenges to meet rising digital customer expectations around personalization, a single customer view, and mobile-first services.
This document proposes the need for a standardized "Check-in 2.0" system to improve upon current check-in technologies. It outlines some of the key limitations of current check-in methods like GPS, cellular location, Wi-Fi and ultrasound that make them inaccurate, battery inefficient, prone to fraud, and lacking a global standard. The document argues that a standardized approach is needed to drive adoption, ensure interoperability across devices, and fully realize the business opportunities of precise location-based mobile marketing. It proposes requirements for an ideal check-in standard including being automatic, precise, battery-friendly, low latency, cross-platform, inexpensive, easy to implement and secure.
Integrating Social Media in your business modelPieter Baert
An inspirational presentaties, given at an innovation event for professionals. It shows 5 scenario's to use Social Media in your business. Participants used these scenario's in the startup canvas.
The year 2021 will signal a turning point in marketing. Traditional marketing methods have already left a sour taste in the mouths of businesses. The pandemic has already wiped out traditional marketing and caused a substantial shift in consumer behaviour.The marketing seismic shift has already begun, almost like the emergence of a new age.
AI and Marketing: Robot-proofing Your JobCall Sumo
Artificial Intelligence (AI) provides marketers with deep knowledge of consumer, clients and delivers the right message to the right person at the right time. Here are more depth information how AC affects on Marketing.
iProspect's Future Focus 2018: The New Machine RulesiProspect
It's time to Focus on the Future. Based on interviews with over 250 global advertisers, we address the biggest trends you need to master in order to be prepared for The New Machine Rules. Download your copy now: http://bit.ly/2AirbwR
Powered by AI: Communications and Marketing in the Algorithm AgeMSL
MSL partnered with research firm Toluna to survey 1,846 marketing and communications leaders from Brazil, China, France, Germany, India, Italy, Poland, UK and US. We partnered with our colleagues at sister agency Publicis.Sapient who are experts in counselling companies and brands on the AI revolution.
The Future of the Contact Center: Key Predictions for 2019Calabrio
With every new year comes an opportunity for businesses to surprise and delight customers. And 2019 will be no different. Companies will continue to look for ways to engage customers during every touchpoint on their journey and, in the process, will become wiser to their changing and growing demands. However, in the coming year, it’s imperative that businesses adapt to show customers that they are, in fact, listening. When businesses find the right balance between people and technology, expand how they view data, listen to their customers and meet them wherever they are—they will succeed
CX Summit 2020 Keynote: Drive CX to the top of your organisations agenda with...Catherine Hills
How can I make thishappen in my org?
Information covered:
* COVID and e-commerce case study - is e-commerce saving lives?
* Product development, service delivery and go to market
* Customer services and support
* Technology delivery and enablement
* Employee experience and org culture
* Ethics and governance
* Inclusion and diversity
This PDF provides a comprehensive exploration of the evolving landscape of sales lead generation, highlighting key trends and predictions. It covers topics such as AI-powered solutions, social media dominance, video content, data privacy, and the integration of emerging technologies. A valuable resource for businesses looking to stay ahead in the world of lead generation.
This document discusses several top digital marketing trends for 2021:
1. Artificial intelligence will be widely used for tasks like analyzing consumer behavior, product recommendations, and automating customer service through chatbots.
2. Programmatic advertising allows more targeted digital ad campaigns through real-time bidding automation.
3. Chatbots and conversational marketing are growing trends as consumers expect immediate, personalized responses from brands.
4. Personalization through customized content, products, and communications is important for standing out to consumers.
The newsletter discusses the growth of online education and marketing analytics. It notes that the global eLearning market is expected to grow from $35.6 billion in 2011 to $51.5 billion in 2016. Drivers of this growth include budget constraints, the need to train dispersed workforces quickly, and changing demographics. Marketing analytics is also in high demand as it allows companies to improve marketing ROI through data-driven decision making. The newsletter explores these topics through several articles and cases.
In recent years AI and ML capabilities have advanced exponentially, blurring the line between fantasy and reality, thus creating an unparalleled market opportunity for whoever can bring the technology to eager consumers.
Today there is an abundance of demand for more intelligent and human-like behavior and technology on the market, and now we have concrete ways to fill that demand. Everybody’s playing, but only some will strike it rich.
This edition is an exploration on how to incorporate AI to products and services in a very real and organic way. Dive in and let’s take a look!
Discover the top 5 revolutionary digital marketing trends that are breaking the mold and shaping the future of the industry. From AI-powered personalization to immersive experiences in the Metaverse, stay ahead of the competition with these cutting-edge strategies.
This presentation discusses important digital trends for successful digital businesses. It begins by noting the dramatic growth in internet users globally. It then outlines several key digital tendencies businesses should be aware of including voice search, chatbots, WhatsApp business messaging, micro-moments, augmented reality, live videos, leveraging data and analytics, and engagement-based emails. Maintaining close awareness of digital trends is important for customizing customers' experiences and adapting to emerging technologies.
The Rise of the Chief Digital Officer in 2015Nick Benson
From CDO to CEO:
What’s Driving the Chief Digital Officer to CEO Carer Path?
For fast-growing companies, the Chief Digital Oficer is emerging as the new “it” positon. Gartner predicts that 25% of busineses wil have a CDO by 2015.
The document discusses strategies for creating effective notifications and triggers to drive user actions and engagement. Some of the strategies mentioned include leveraging a sense of achievement, urging caution with time-based triggers, boosting self-esteem, gently nudging users with courage, building curiosity, increasing expectations with habit loops, and amusing users with group offers. The goal is to motivate users through subtle persuasion rather than hard selling.
1) Digital assistants like Alexa and Siri will become the new gatekeepers between brands and consumers as they control the information consumers receive.
2) For marketers, success will depend on learning how to market not just to consumers but to the machines to ensure brands are relevant and delivered in responses.
3) Only the most hyper-relevant brands that truly understand individual consumer needs and behaviors will be able to ensure their brand is the one the digital assistant selects and delivers to the consumer.
Putting the Experience in Digital Customer ExperienceCognizant
As the digital revolution has gained momentum, it has become widely understood that the “digital customer experience” is the key to engage with, delight and monetize customers in the modern world. However, only a miniscule number of companies believe their customers’ current digital experience qualifies as “excellent,” our primary research reveals.
AI & Machine Learning in Digital Marketing.docxWoospers
At Woosper, we harness the power of AI and Machine Learning to revolutionize marketing strategies. Our advanced technologies enable personalized customer experiences, real-time campaign optimization, and precise audience targeting. This data-driven approach enhances engagement, boosts conversions, and maximizes ROI, giving your business a competitive edge in the digital landscape.
The document discusses how artificial intelligence is being widely applied in the retail industry, with 45% of retailers planning to use AI through chatbots and digital assistants to enhance customer experience, and outlines examples of retailers like Taco Bell, H&M, eBay, Anker, and Kia that have launched chatbots to provide customer service, product recommendations, and a personalized shopping experience. ComCap also shares its perspectives on AI applications in retail with over 250 financial investors and 100 strategic investors globally.
The document discusses the "Mobile Mind Shift" where consumers now expect to access any information or service on their mobile devices instantly. It notes that companies must serve customers in "micro mobile moments" by fulfilling their needs in the moment through their phones. The rise of mobile devices and apps has changed consumer behavior and expectations. Companies must map customer journeys through these micro moments and engage customers across online and offline channels to drive sales and loyalty. Failing to meet mobile expectations opens opportunities for other companies to disrupt existing businesses.
The document is from Paul Harlington of TUI Group's procurement department and discusses spend visibility in procurement. It covers introducing himself and his role, maintaining flexibility in procurement strategies, doing thorough research and analysis, making strategic make-versus-buy decisions, and using a minimum viable product approach to evaluate new projects and suppliers.
This document discusses sustainable procurement and its relationship to sustainability. It defines sustainable procurement as procurement that has the most positive environmental, social, economic and cultural impacts over the entire lifecycle. It affects procurement departments internally and customers, suppliers, local communities and society externally. Implementing sustainable procurement brings internal and external effects, raises business ethics issues and can have financial impacts. The document argues that the path of sustainable procurement should not fragment into many individual versions but instead focus on standardization, compliance, stakeholder engagement and measurement to drive change towards greater sustainability.
Odesma conducted a survey of over 40 procurement professionals on their organization's readiness for Brexit. The survey found:
- Respondents had mixed views on whether their organizations had begun Brexit preparations or considered it a risk.
- Procurement was seen as important for Brexit planning but involvement varied.
- Functions likely to be affected included procurement, and growth prospects were seen as uncertain.
- Brexit may require procurement team capability and skills changes and could disrupt procurement globally.
- Over 50% of respondents expected price inflation from potential tariff changes.
Clusters provides data-driven customer segmentation services to help clients grow their business. Their segmentation methodology involves mapping the market into distinct customer segments, developing targeting strategies for each segment, and implementing a feedback loop to continuously measure and improve performance. A case study describes how Clusters helped a major Hollywood studio increase box office returns for a new family comedy/drama film by refining its targeting from broad demographic groups to specific customer segments with distinct motivations, barriers, and messaging preferences.
This document discusses digital transformation and provides strategies for organizations to achieve a digital advantage. It begins by outlining IBM's vision for digital transformation and some common challenges organizations face. These include lack of clarity on cloud strategies, not knowing where to start or which cloud provider to use, and cultural and skills barriers. The document then discusses how to assess digital transformation maturity and provides examples of how IBM has helped clients transform areas like contact centers and application development. Finally, it outlines common success factors for digital transformation, such as focusing on user outcomes, crafting a compelling vision, and challenging organizational culture.
Charles Taylor plc is an insurance services company established in 1884 with 1,800 employees across 28 countries. The company provides management, adjusting, and support services to the insurance industry. Technology is both enabling change in the insurance sector and is a core part of Charles Taylor's programs to drive change through new solutions like machine learning, blockchain, and automation. Successful change requires embracing new technologies, overcoming barriers to adoption, and having leadership that brings together business and technology.
The Department for Education in the UK sought to transform its outdated technology systems and processes. It started in 2014 with dysfunctional technology, low team morale, and a need to modernize. Over the next two years, through establishing true partnerships with experts, focusing on re-skilling staff, and creating a strong brand and belief in the transformation, it upgraded its entire technology stack. This included moving systems to the cloud to gain mobility. Lessons included establishing partnerships takes time and being willing to change course. By 2016 it had transitioned from a trailing to leading edge in technology.
This document discusses the shared responsibilities in cloud computing between cloud service providers and customers. It explains that in an on-premises environment, the customer manages all aspects of the infrastructure including applications, data, servers, storage, and networking. However, with cloud models like IaaS, PaaS and SaaS, there is a division of responsibilities where the provider manages more of the infrastructure and the customer retains control over applications and data. The document outlines specific responsibilities for security controls like identity and access management, application controls, and physical security that are shared across customer and providers depending on the cloud model. It stresses the importance of contractual agreements that define privacy, compliance, risk management, auditing and exit strategies for customers
The document summarizes a presentation given to IT departments about common problems they face and ways to address them. It identifies that IT departments often develop a "blame culture" that causes stress. It then describes eight common personality types found in IT, such as the "empty suit" and "scary sys admin". Finally, it recommends actions like implementing a no-blame culture, providing career development through training, and prioritizing employee satisfaction over short-term skills needs.
The document discusses how cybersecurity is changing, with governments reacting to increased cyber threats and attacks. It notes several examples of recent cyber incidents and attacks both internationally and closer to home. The document examines what governments and suppliers are doing in response and questions where security needs to go next.
1. The document discusses AstraZeneca's IT strategy and transformation to a world-class IT function, including insourcing a large portion of its IT work.
2. AstraZeneca's IT transformation focused on improving customer service, simplifying processes, supporting business goals, and delivering projects faster while significantly reducing IT costs from $1.75 billion in 2013 to a projected $915 million in 2017.
3. Metrics show improvements in critical outages, incident response times, project delivery times, backups, and customer satisfaction as AstraZeneca's IT function shifted from being far from world class to exceeding industry benchmarks.
The document discusses how Internet of Things (IoT) technologies will impact computerized maintenance management systems (CAFM) in the future. It describes how IoT will allow facilities and assets to be continuously monitored, enabling predictive maintenance and more efficient workflows. Key stakeholders in this transition include equipment providers, IT teams, facility managers, on-site staff, maintenance contractors, and CAFM software providers. The future state enabled by IoT is outlined for each stakeholder group.
An intelligent building approach was adopted for 5 Broadgate, UBS's new London headquarters building, to improve occupant experience and operational efficiency. Key systems such as BMS, lighting controls, security, and sustainability features were integrated on a single secure network. The specification detailed aspirations for each operational function down to individual deliverables. User experience was considered through a day-in-the-life narrative highlighting intelligent features. Continuous monitoring of building performance will automatically record and report data to further optimize operations over time.
1) The document discusses how connecting buildings and devices to the Internet of Things (IoT) can change businesses and create new opportunities through services like remote maintenance, energy reporting, and facility management.
2) It notes that while products may already be "smart," connecting them allows accessing data to provide services, conduct analytics, and create new revenue streams. This "servitization" transforms businesses from product sales to solutions.
3) The talk encourages collaborating with other companies to take advantage of opportunities in connected buildings and smart cities, as no single company can address this transformation alone. Mobility, analytics, security and other technologies will be crucial enablers.
The document discusses how fundamental human needs relate to the workplace. It identifies six core human needs - achievement, status, security, autonomy, purpose, and belonging - and discusses how management methods, tools/technology, and physical places in offices can help fulfill these needs. The goal of this approach, called a "Living Office", is to generate a mutually reinforcing "engine of prosperity" for both individuals and organizations through better meeting human needs at work.
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1. Digital Disruption –
the next wave
How prepared are CPOs - and their
fellow board members - to deal with
the next wave of digital disruption?
2. Introduction: @katieeking
Managing Director of Zoodikers
Consulting. MBA
Director of Transformation – Digital
Leadership Associates
Co-founder of AI in FM
TEDx speaker
Chairperson of PRCA’s South
East/E.Anglia Group
Regularly called on to commentate on
social media for BBC TV and radio
Spoken and moderated at high-profile
industry events
2
10. Deloitte: many leaders unprepared
to deal with future of work
Deloitte's latest Human Capital Trends report: many leaders unprepared to
deal with the future of work.
The UK’s HR and business leaders are not prepared to manage a digitised
workforce.
Just 16% of leaders feel ready to manage a workforce consisting of both
people and artificial intelligence (AI).
This is despite the implementation of robotics and AI in many of the
businesses surveyed. Of the leaders that responded, 42% said robotics,
cognitive and AI technologies were already in operation in their workplaces.
Anne-Marie Malley, UK human capital leader at Deloitte, said organisations
needed to prepare themselves for the workplace of the future. “Technology is
advancing at an unprecedented rate and is rewriting the rules of work,” she
added.
10
11. Industry analyst Gartner’s
predictions
Smart machine technologies will be the most disruptive class of technologies
over the next 10 years, including smart robots, autonomous cars and smart
workplaces.
11
13. James Dyson
Interview in The Times
Plans for a new university
£2.5bn investment in AI,
robotics and battery technology
that he hopes will propel his firm
into pole position in “the fourth
industrial revolution”
Help to make post-Brexit Britain
as innovative and fast- growing
as the “tiger” economies of Asia
13
15. AI is here today
When Facebook shows me ‘relevant’ posts
When Google auto-suggests search entries
Apple Siri – voice activation. She uses machine-learning technology to get
smarter and better able to predict and understand our natural-language
questions and requests
Tesla self-driving cars
15
16. AI chatbots: the next
shift in customer service
According to IBM, 65 percent of millennials prefer interacting with bots to
talking to live agents
The rising popularity of mobile messaging apps and the need for 24/7 service
has made chatbots a hit with the e-tailers. Brands are using chatbots for
improving customer experience, to offer recommendations and services, and
to automate the purchase process
The most popular chatbot platforms include Facebook Messenger,
WhatsApp, WeChat, and Slack. Top brands like Uber and Burberry have
been successfully engaging and acquiring new customers with one-to-one
chat experience using chatbots
16
17. The changing face of retail
Retail management survey: 45%
of retailers intend to begin using AI
within three years to enhance the
customer experience
What if real-time weather data,
footfall and sales were used to
merchandise a store each day.
Could positions in the store be
formalised in the data set, too?
Could store tracking be used to
analyse where people are
browsing, and then add this into
the mix, too?
17
18. Accenture: AI and
financial services
18
AI will be the main way that banks interact with their customers within
the next three years.
Banks such as RBS are increasingly using chatbots to answer
customer queries.
Many, perhaps ironically, felt that AI would help banks create a more
human-like customer experience.
"The big paradox here is that people think technology will lead to
banking becoming more and more automated and less and less
personalised, but what we've seen coming through here is the view
that technology will actually help banking become a lot more
personalised," said Alan McIntyre, head of the Accenture's banking
practice
19. AI’s impact on procurement:
augment, not replace
CBR Magazine:
The development of big data has the potential to transform predictive
algorithms from useful add-ons to essential tools.
With the combination of big data and advanced algorithms, the buyer could
take on a more advanced role in risk management, using AI-powered data to
carry out more intelligent supplier audits.
Using AI would also allow for real-time monitoring of all suppliers and not
simply monthly, quarterly, or annual reviews limited to top suppliers only as is
often the case in global businesses.
Procurement has a bright future. Rather than anticipating a hostile takeover
from the machines, procurement professionals should invest time in
familiarising themselves with the technologies of tomorrow. AI, big data and
new forms of production will lead to a greater diversity of roles and
responsibilities. Moreover, improved access to key supply chain intelligence
will put procurement professionals in a better position to advise key
operational functions.
19
20. AI’s impact on procurement:
augment, not replace
One technology promising to revolutionise both the production and
procurement process is 3D printing. In the future, anything a company can
print by themselves on a 3D printer will no longer need to be externally
procured. Analysts expect that the current global market for printers,
materials and services of 5.2 billion USD in 2015 will grow to $20.2 billion by
2019. Buyers of the future will therefore not be responsible for procuring
spare parts but also bulk materials for their 3D printing systems.
20
21. AI’s impact on sales
and marketing
AI for CRM will be the game changer in the way you do business with your
customers.
It will empower your employees with super human skills, they will never forget
to act on that promise
They will always impress your customer with pro-actively contacting them
with a potential product issue and they will offer you exactly the products and
services they were looking for at the right moment in time
21
22. 22
80% of marketing
leaders say AI will
revolutionise marketing
by 2020
But only…
AI’s impact on sales
and marketing
23. AI’s impact on HR
A survey of HR executives by IBM found that 46% believe AI will transform
their talent acquisition capability and 49% believe it will transform their payroll
and benefits administration
Views of 10 HR leaders:
1. AI will automate screening and reduce bias
2. AI will reduce errors and improve compliance
3. AI will augment corporate training
4. AI will increase adoption of metrics and analytics
5. AI will enhance candidate assessment
6. AI will automate candidate outreach
7. AI will streamline employee onboarding
8. AI will improve workplace learning
9. AI will reveal new insights on talent
10.AI will show the value of the human touch
23
24. How can you prepare?
The right mindset
Clear mid and long term business strategy
Control your own agenda
Training: closing the skills gap
Hiring/attracting the right people
Social Selling
Funding: e.g. Innovate UK or Crowdfunding
Evaluating
Staying safe
24
25. 25
Social Business: Our 6
point plan to ensure
success:
1. Plan and segment your audience
2. Find the right channel
3. Devise a social media strategy
4. Build profile and differentiate
5. Nurture relationships
6. Encourage them to buy
26. 26
1. Marketing
segmentation
Your
audiences
Business
objectives
Marketing
objectives
Perceptions
to create in
3, 6, 9
months
Messages
to convey
INFLUENCE
THEM
Existing
customers
Retention and
cross selling
Increase value
Communicate
NPDs and
wider range
Twitter/ LinkedIn
PR
Blogs
Networking
Practitioners Secure new
partnerships
Educate LinkedIn groups
Case studies
Social media
Awards
Potential
customers
Attract new
and repeat
custom
Educate Webinars
Newsletters
Social media
27. 27
2. Find the right channel
Your
audiences
What do they
read?
Which social
platforms?
Groups on
LinkedIn
Events Key topics of
interest
Existing
customers
Practitioners
Potential
customers
We will work with you to complete our influencer matrix in month one
28. A few words about millennials;
today’s customers are in charge
Millennials are one of the largest generations in history and are about to move
into their prime spending years
How is this digitally-savvy tribe any different from other generations?
For starters, they want more. And they want it now.
As consumers, they are used to compelling content and intense experiences.
They expect instant replies, casual exchanges, and personalized approach.
Anytime, anywhere.
They trust existing instant messaging platforms.
28
30. Let AI do the grunt
work
30
It’s estimated that the average B2B sales rep spends one-third of their work day
actually selling.
AI frees sales reps to spend more time selling. AI brings leverage to the sales
professional.
Any task that can be done by following a template today can be done by a
machine tomorrow. When AI is applied in a meaningful way, sales agents free up
time for the high-leverage, non-linear aspects of their job: selling and
communicating with potential customers, negotiating and strategizing how they
will close key deals.