innovaciónE s n e c e s a r i o c a m b i a r ?

C AS O KODAK

First digital camera ever built. It was created in

December 1975 by an engineer at Eastman

Kodak named Steve Sasson, now regarded as

the inventor of the digital camera.

C AS O KODAK

First digital camera ever built. It was created in

December 1975 by an engineer at Eastman

Kodak named Steve Sasson, now regarded as

the inventor of the digital camera.

En esos 37 años

la tecnología digital

cambio la fotografía

dramáticamente.

2012 QUIEBRA / BANKRUPT

OTROS E J EMPLOS

Sony no apostó a un Walkman digital y dejó el camino

libre para el ipod.Blockbuster se rio de Netflix en sus early-days.

Blockbuster quebró.

OTROS E J EMPLOS

APPLE

En 1984 Apple presenta la Macintosh;

una movida que revolucionó la

industria de la computación.

Primeros años de los 80s:

Steve Jobs visita XEROX

- Graphic User Interface or GUI.

- Mouse.

- Apple estaba en pleno Desarrollo

de Lisa – iba a ser la siguiente gran

idea después de la Apple II.

- Invirtieron millones de USD en el

proyecto.

Jobs:

“I want to abandon the Lisa

and develop the GUI instead”

Executive:

“but Steve, if we do that,

we’ll blow up our own business.”

Jobs:

“better we should blow it up

than someone else.”

WAY NE G RE TZKY

“Un buen jugador de

hockey juega donde el

disco esta.

Un gran jugador de

hockey juega donde el

disco va a estar"

S TEVE J OB S

“Vuela tu propio

negocio antes de que

alguien más lo haga”

“No juegues donde el

mercado esta, juega donde

el mercado

va a estar“

TendenciasTecnológicas

TEC NOLOG ÍAS EMERG ENTES

Expectactions

Innovation

Trigger

Peak of Inflated

ExpectationsTrough of

DisillusionmentSlope of

Enlightenment

Plateau of

Productivity

Plateau will be reached in:

Less than 2 years 2 to 5 years 5 to 10 years More than 10 years Obsolete before plateau

Gartner’s 2014 Hype Cycle for Emerging Technologies Maps

TENDENC IAS – PL ATAFORMAS DE MENS A J ER ÍA

Active Millennial usage reach of the most popular

mobile messaging apps worldwide as of 3rd quarter 2014.

Most popular global mobile messenger apps.

TENDENC IAS TEC H - PRÓXIMOS 1 0 AÑOS / NE X T 1 0 Y RS

http://www.huffingtonpost.com/2015/05/12/futurists-next-10-years_n_7241210.html

https://hbr.org/2015/01/the-tech-trends-you-cant-ignore-in-2015

AUGMENTED REALITY

Hologramas.Hololens Microsoft.

GoogleGlasses.

Google.

IA

Embedded.Personalized medicine.

Artificially intelligent

assistants.

IOT

conectado.Autos. Robots.

Home Health.

NUEVAS INTERFACES

Brain-Network.Transmision de

Pensamientos.

Emociones. Sentimientos.

Recuerdos.

IMPRESORAS 3D

Ropa impresa.Printers will print

clothing at very

low cost.

WEARABLES

Vestir tech.Wearable mobile

devices will blanket

the world.

Todo

Darwinian

A d a p t a r s e a l c a m b i o n o e s u n a

e l e c c i ó n ; e s u n r e q u i s i t o

p a r a l a s u p e r v i v e n c i a .

CustomerExperience

DO YOU CONSIDER CX CRITICAL

TO YOURS SUCCESS?

7 out of 10 business leaders claim

that customer experience is now

critical to their success1.

1 Forrester 2 Peter Shankman

Today, 88%2 of all businesses believe that

they deliver “excellent” customer experience.

Unfortunately, only 8% of their customers

believe the same thing.

DARWINIAN C U S TOMER E XPER IENC E

¿ Q u é p a s a h o y c o n l a a t e n c i ó n

a l c l i e n t e ?

Tendenciasespecificas

TENDENC IAS

GPS

In 2014, 36% of global consumers are

willing to share their current location with

retailers via GPS – that's almost double

the number who were in 2013.

36%

TENDENC IAS

MOBILE FIRST

By the end of 2015

Smartphones are climbing the podium of

customer choice when it comes to

customer care.

Forrester.

of the global population

will own a smartphone.

For these smartphone users, mobile will

increasingly define how they communicate,

shop and engage with brands.

42%

TENDENC IAS

SPEAK TO ME

Voice recognition will see the beginning of

the end for Interactive Voice Response

(IVR) frustrations.

TENDENC IAS

SELF-SERVICE

Machine-learning and natural language

processing is reinventing our view of self-service.

A new generation of virtual agents will emerge

this year; virtual agents that can learn from

terabytes of data to provide contextual, relevant

responses instantly and with the same accuracy

as a live agent in a call center.

The year that self-service gets smart.

Toda la

L o s s e n t i m i e n t o s d e c l i e n t e

diferenciala hace latecnología?

ES TU DIO

53% de los sujetos, al recibir un excelente servicio de atención

se le dispararon los mismas reacciones cerebrales que cuando

se sienten amados.*

*American Express Service Study, September 2013

Cuando hablamos de Customer Service,

no es acerca de los que los clientes piensan.

Un excelente servicio es acerca de los sentimientos.

1,620consumidores fueron evaluados en condiciones de laboratorio,

63% dijo que sintieron aumentar su ritmo cardiaco al pensaracerca de un excelente servicio al cliente.

j w e r b a @ a t e n t o . c o m . a r

@ j u l i a n w e r b a