About Steven

Three time bestselling author (foto’s drie boeken)

International keynote speaker

Entrepreneur (logo’s, Nexxworks, Zembro, Snackbytes)

www.stevenvanbelleghem.com

1 The impact of technology

on customer behavior

Invisible for usersImpact on users

Sensors collecting data

Behind the scenes robots

WiFi everywhere

Machine learningData analytics

Faster than real time service

Just for you Personalization

Automation of everyday life

Invisible for usersImpact on users

Sensors collecting data Machine learning

Data analytics

Autonomous vehicles use data, sensors and machine learning to

create a fantastic user experience

Invisible for usersImpact on users

Sensors collecting data WiFi everywhere

Data analytics

Airports where you don’t need to wait for your luggage,

automated traffic lights and parking control are just a few

examples of new user experiences in smart cities

thanks to invisible technologies

Invisible for usersImpact on users

WiFi everywhereData analytics

Radiomaze uses existing

WiFi signals to install an

automated security system.

Invisible for usersImpact on users

WiFi everywhereData analytics

Sensors collecting data

Bron: NCTA

The Internet of Everything is not about connecting products with the web, it is

about creating a new customer experience

Automated

Personalized

Faster than real time

Enhanced experiencesMore

personalized service

More accurate information available

Easier interfaces

Automated experience

…

Evolution of customer experiences

1. Offline customer experience

2. Digital customer experience 3. Mixed reality experiences

Two huge markets: Virtual Reality and Mixed Reality

Virtual reality is an entirely new virtual environment

Mixed reality adds virtual information to the real world

Towards Mixed Reality Customer experiences

Hier foto’s van Meta, Hololens en andere augmented reality toestellen (geen oculus of andere Virtual

Reality spullen)

Impact of mixed reality on customer experience

Customer House

Customer Service Rep Visit

Company HQ

Top technical expert

Add Mixed Reality

Your top technical experts do not need to visit all the customers at home; they can advise multiple service reps via mixed-

reality tools

New experiences thanks to automation

visuals met robots, driverless cars, drones….

Technology is enabling consumers to become entrepreneurs by lowering entry barriers and giving them access to a network.

Physical products will soon transform into data

met visuals met sensors, camera’s, smart devices….

We are entering a world of RADICAL TRANSPARENCY

Health data will help you live a healthier life

Map data will help you improve mobility

Shopping data will result in truly

personalized offers…

Leading towards changing CUSTOMER behavior

Faster than real time Zero tolerance for digital failure Perfect information Intuitive user interfaces On-demand services Personalized offerings …

Mobile First

Data Expertise

Boundless Experiences

Platform Thinking

Participation

5 Pillars to make your Customer Relations Future-Proof

Mobile First

Data Expertise

Boundless Experiences

Platform Thinking

Participation

Mobile first is not about responsive design.

It is NOT about a new device.

Mobile First

Data Expertise

Boundless Experiences

Platform Thinking

Participation

Marketing is becomingCONSUMER SCIENCE

Not just data capturing in the digital world anymore

Products are becoming digital and are starting to collect data.

Products are coming to life!

Belgian fashion retailer JBC now tags all of its clothes with RFID chips. The generated data improve their logistical and purchasing processes. This

technology is invisible to clients but the benefits are clear: faster and better in-store service

Fantastic story: Schindler, leader in the elevator market, wants to create the perfect 'passenger experience' for people in an elevator

Sensors help to make sure elevators are never out of order. They also help with predictive maintenance, which is a crucial step towards creating the

perfect passenger experience.

“By 2020, all our products will be connected with the web and with each other”

Hier beelden van hun telefoons, televisies, maar ook hun wasmachines, frigo’s, stofzuigrobots….

But make no mistake!

The winners will be the experts in data management!

A crucial data philosophy:

Return for the USER > Return for the Company

Mobile First

Data Expertise

Boundless Experiences

Platform Thinking

Participation

Making life fast, easy and fun for customers

Uber owes its success largely to the fact that you 'don't have to pay. Automating the hustle of payment is

probably the smartest thing Uber did.

Towards a fully automated and faster-than-real-time customer experience

“We’ll make sure that people won’t have to think about day to day operational tasks anymore. ”

Mobile First

Data Expertise

Boundless Experiences

Platform Thinking

Participation

It’s not just about building a product, it is also about building a platform to scale the product rapidly.

Zalando as the amazon web services of the retail industry

Platform thinking: Turning your brand into a service platform

Mobile First

Data Expertise

Boundless Experiences

Platform Thinking

Participation

Double participation

Customer Participation

Employee Participation

Mobile First

Data Expertise

Boundless Experiences

Platform Thinking

Participation

How would you rate your company on each of these pillars?

Mobile First

Data Expertise

Boundless Experiences

Platform Thinking

Participation

Cases of companies that are building their customer relations on these 5 pillars

Cases of companies that are building their customer relations on these 5 pillars Overused example: Uber

Mobile First

Data

Expertise

Boundless

Experiences

Platform

Thinking

Participation

Uber is mobile only

Using data to optimize routes + customer & driver selection

Push 1 button and the magic happens

Other companies can use the network, e.g. Home Depot

Drivers are often consumers

Cases of companies that are building their customer relations on these 5 pillars Technology example: Samsung

Mobile First

Data

Expertise

Boundless

Experiences

Platform

Thinking

Participation

Connecting all devices by 2020 and creating their own mobile product line

Driver in the IoT world, creating oil wells through data

Creating faster than real time customer applications

Other companies can tap into the smart home solutions

Development community using their platforms

Cases of companies that are building their customer relations on these 5 pillars Big corporate example: KBC Belgium

Mobile First

Data

Expertise

Boundless

Experiences

Platform

Thinking

Participation

Leading the market through mobile applications

Consumer science: real-life A/B test to create the best platforms

Extreme user-friendly websites and online tools

Created a start-up platform: start-it

Marketing campaigns to involve entrepreneurs and their customers in finding business opportunities

Cases of companies that are building their customer relations on these 5 pillars

Start-up example: Kiwi.ki: creating keyless entrance to houses and buildings

Mobile First

Data

Expertise

Boundless

Experiences

Platform

Thinking

Participation

Creating RFID badges to enter buildings or via Apple watch app

Understand the habits of people entering houses

Extremely convenient for users to enter houses

They want to connect all the doors to increase service possibilities

Users can use the platform to share access possibilities with third parties. Long-distance door control.

Not just impact on customers anymore,also need for impact on society

Towards Future proof-customer Relations.

Good luck!

If you enjoyed this deck, please share it with your

network.

Check out www.youtube.com/stevenvanbelleghem for

more ideas on the future of customer relations.

Towards Future-proof Customer Experiences

Steven Van Belleghem

Thank you Contact info steven