Paul Taylor discusses the need for businesses to serve the connected customer. He notes that people now check their mobile phones 150 times per day but rarely use them to talk. Taylor advocates embracing disruption, having a flexible vision and roadmap, securing buy-in from executives, giving guidelines rather than policies, allowing failure, and killing projects quickly. He also discusses how customers will adapt easily to online relationships, and that virtual or robotic relationships are not a fantasy. Businesses must ensure their people have the tools to serve connected customers.

1. SERVING
THE
CONNECTED
CUSTOMER
PAUL TAYLOR
INNOVATION COACH BROMFORD

2. A TYPICAL PERSON CHECKS THEIR
MOBILE 150 TIMES PER DAY. BUT RARELY
USES IT TO TALK TO PEOPLE

3. @PAULBROMFORD
GET SOCIAL
EMBRACE
DISRUPTION

4. KEEP REPEATING THIS: ALIGN YOUR
STRATEGY AND BUSINESS GOALS IT
MAY
NEED
REVIEWING
HAVE
A
FLEXIBLE VISION KEEP REVISITING IT
SECURE BUY-IN FROM EXECUTIVES
AND MIDDLE MANAGERS HAVE A
CLEAR PROJECT ROADMAP BUT BE
PREPARED TO GO OFF-ROAD GIVE
PEOPLE GUIDELINES NOT POLICY
AGREE RESOURCES AND THE TOOLS
FOR
THE
JOB
FAILURE
IS
OK
KILL THINGS QUICKLY

5. 27% OF GLOBAL EXECS SAY
DIGITAL TRANSFORMATION IS “A
MATTER OF SURVIVAL”

6. WE NEED TO (STOP) TALK(ING)
ABOUT #SOCIALMEDIA

7. OUR FUTURE CUSTOMERS
ARE PERMANENTLY
CONNECTED
THE I-POTTY – FROM SWIPE TO WIPE

8. THE MULTIPLICITY OF SCREENS:
25% OF YOUNG ADULTS ARE CONNECTING
FROM 4+ DEVICES EACH WEEK

9. SHE LOVES SNAPCHAT, VINE, INSTAGRAM,
HAIR SALON AND WHATSAPP
SHE’S NOT ON TWITTER OR FACEBOOK

10. SHE LOVES WORLD OF WARCRAFT ,
PINTEREST , RUNS A BLOG ON DEMENTIA
AND HAS 5,000 TWITTER FOLLOWERS

11. THE NEW WORLD: PROJECTS
THAT ARE SAFE TO FAIL AND
QUICK TO KILL

12. @PAULBROMFORD
NOT
SO
#FUTURETECH

13. THIS IS ME IN
#INDONESIA IN 2O13
#WEARABLETECH
#QUANTIFIEDSELF

14. CUSTOMERS WILL ADAPT TO AN
ONLINE RELATIONSHIP VERY
EASILY – WHATEVER THEY SAY

15. DO OUR PEOPLE HAVE THE
TOOLS TO DO THE JOB?

16. THE VIRTUAL OR EVEN ROBOTIC
RELATIONSHIP IS NOT A FANTASY

17. WE CAN
START
USING
SOCIABLE
ROBOTS
TO REDUCE
THE NEED
FOR
HUMANS

18. OR CONTINUE GIVING CUSTOMERS
“HUMAN BY DEFAULT”
IF WE CAN AFFORD TO

19. @PAULBROMFORD
CONNECTED
CUSTOMER
SERVICE

20. ALIGN BUSINESS GOALS
FLEXIBLE VISION
SECURE BUY-IN
PROJECT ROADMAP
GUIDELINES NOT POLICY
TOOLS FOR THE JOB
FAILURE IS OK – KILL THINGS
QUICKLY

21. #WONGA – THE BEST
MONEY LENDING SERVICE
IN THE UK (SAY 90% OF
THEIR CUSTOMERS)

22. AMAZON #INNOVATION
COMPARING YOUR CUSTOMER
ONLINE EXPERIENCE TO THE BEST

23. MAKE EVERY DUMB
TOUCHPOINT SMART

24. 90% OF ALL INTERNET TRAFFIC IN
2017 WILL BE VIDEO
#DEATHOFTHECALLCENTRE?

25. DIGITAL GIVES US AN OPPORTUNITY TO
MAKE DIFFICULT LIVES EASIER AND
BRING THE DISCONNECTED TOGETHER

26. IT’S SIX MINUTES TO MIDNIGHT ON THE DIGITAL
DOOMSDAY CLOCK
START SERVING
THE CONNECTED
CUSTOMER
THANKS
PLEASE CONNECT ON
LINKEDIN
GOOGLE+
TWITTER
PAUL TAYLOR
INNOVATION COACH BROMFORD