enhancing customer experience - chcymru.org.uk · enhancing customer experience frances hipple,...
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![Page 1: Enhancing Customer Experience - chcymru.org.uk · Enhancing Customer Experience Frances Hipple, Director of HACT Digital. TECHNOLOGY IS MORE THAN JUST A DIGITAL WAY TO DO OLD THINGS](https://reader034.vdocument.in/reader034/viewer/2022042310/5ed73dcad37f9f58ca6a87f9/html5/thumbnails/1.jpg)
Enhancing Customer Experience
Frances Hipple, Director of HACT Digital
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TECHNOLOGY IS MORE THAN JUST A
DIGITAL WAY TO DO OLD THINGS
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The Digital Workplace enables
new, more effective ways of
working; raises employee
engagement and agility; and
exploits consumer oriented
styles and technologies.
Gartner
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Why Digital?
By Post £12.10
Face to Face £10.53 – 14.00
By phone £3.39 - £5.00
Online £0.05 - £0.17p
Sources SOCITM & PWC
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Digital Engagement can save………
£744 per year through on-line shopping and utilities and
£444 per year through discounts or cashback sites
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What is happening out there?Big Data &
Analytics
Mobile
Working
The Cloud
Social
Media
How can I use
technology to...
Improve service?
Manage costs?
control operations?
Enable my staff?
Internet of
things
Internet
Transactions
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Data Analytics
Different Communication
methods for different people
Customer Segmentation
Tailored services
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But……………..
Data in housing is bad and everyone
agrees we need to do something
about it
Now is the time to take action!
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Increasing costs and frustrating business
Inconsistent data
High integration costs
Reliance on poor quality
tech provider service
Inability to manage
simple data queries
Higher costs around merger,
rationalisation
Poor quality
performance indicators
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Internet of things
Smart Locks
Never issue lost keys again
First time entry for contractors
Auditable access to voids
Monitor for abandoned tenancies and Illegal
subletting
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AI >>>>> Advanced Personalisation
“The more advanced techniques move beyond traditional rule-based algorithms to create
systems that understand, learn, predict, adapt and potentially operate autonomously”
Gartner
Repairs
Take self service repair to the next level – self diagnosis repairs
Customer Insight
Handle the millions of data points expected to generated from sensors, phones and
social networks
Create service offers tailored to individual needs and desires
Automate all this and free up staff time to the truly complex and compassion based tasks
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Bots, Intelligent Agents, Headless Interfaces
Replace Tunstall with a voice
controlled device
Let tenants use natural language to
interact with your AI
Not just for supporting older people this
is the next step for channel shift
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Graphene
Million times thinner than human hair
Harder than diamond, stronger than steal
Ultra thin, lightweight batteries – that last far longer
Ultra light sensor with low power consumption
Electric planes?
Low cost water desalination
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Further Read
Graphene:
http://www.graphene.manchester.ac.uk/
Bots/Intelligent Agents:
http://innovationlaunchpad.org/technology/i-have-seen-the-future-the-future-is-bots/
[email protected] Mobile: 07769 194416