Enhancing Customer Experience

Frances Hipple, Director of HACT Digital

TECHNOLOGY IS MORE THAN JUST A

DIGITAL WAY TO DO OLD THINGS

The Digital Workplace enables

new, more effective ways of

working; raises employee

engagement and agility; and

exploits consumer oriented

styles and technologies.

Gartner

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

Digital Engagement can save………

£744 per year through on-line shopping and utilities and

£444 per year through discounts or cashback sites

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

Data Analytics

Different Communication

methods for different people

Customer Segmentation

Tailored services

But……………..

Data in housing is bad and everyone

agrees we need to do something

about it

Now is the time to take action!

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

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

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

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

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

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/

Frances.Hipple@hact.org.uk Mobile: 07769 194416