future of telecom - how to create customer magic and why telco business models are broken
DESCRIPTION
Future of telecom, telcos, customer service, mobile, retail trends and related mobile payments technologies. Keynote by futurist Patrick DixonTRANSCRIPT
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Dr Patrick Dixon Chairman Global Change Ltd http://www.globalchange.com
Future Telecom how to create magic for your customers why existing business models are broken
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One word will dominate ALL
FUTURE !
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The future is aboutEMOTION
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ALL BIG TRENDS ARE RELATED !
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MOST DEBATES ABOUT TIMING !
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300 million move to cities in China and 475 million to cities in Africa by 2030
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Growth of Middle Class in Africa 250m people - $2 trillion by 2040
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• Global economy never stopped growing
• Impact on real estate in London / UK
WGP 1980-‐2013 (%,constant prices)
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Vietnam GDP 1985-‐2011
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>40% WDP by 2015� IMF - adjusted for Purchasing Power Parity
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$3.4 trillion !
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$2.4 trillion !
Reserves
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Big strategies often overtaken by events
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World can change faster than you can hold a board meeting
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What does she know? What can she see? SoWware bugs Roaming ?!
Data charges ?!
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CONVERGENCE OR
DIVERGENCE !
All real innovation is about doing things differently
to serve customers better
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Innovation Magic is Hard to Find
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“It may be smart, innovative,
astonishing, but does it really create magic for the customer?”
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Creating magic for clients often costs
NOTHING !
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Why old telco business models are bust
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Many in UK no longer watch live TV
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Tele-‐presence 20% growth pa $4.5 billion
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BUT video is unpopular at work
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Impact on bandwidth
•Global demand à 250 tbps 2016 •40-‐100 Jmes growth in next 10 years •More than 5% global power >1 trn KwHs •= 1 billion kw heaters for an hour
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How mobile will transform how people think
and feel about YOU
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Internet of Things !
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where is real benefit ?
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1.5m components tracked perfectly in Airbus supply chain
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Impact of retail and payments revolution on
vodafone future
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Global e-‐commerce $1.5 trillion 2014 12% of all retail is online in UK
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Mobile Magic Mobile influences $29bn of retail sales in UK 50% of all UK online sales are using mobile
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Fusion On-‐Off line social media
physical friends
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�Click to edit Master text styles
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Online / physical worlds become one in Brazil
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50% research online - buy in store 40% research in store - buy online
89% want digital information in store !
Buy online - deliver to store Buy in store - deliver at home
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1 trillion pages a month >50% revenues from mobile
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Why Google is under pressure and what it means for Vodafone
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"Perfection!," TripAdvisor Member, March 13, 2014 This was the most beautiful hotel. Delightful, perfect. We will stay again soon. "Terrible! TripAdvisor Member, Sept 10, 2013 Terrible place, rats, dirty, noisy - sick with food poisoning.
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Over 4000 road hauliers in EU
1.3bn home delivered e-‐com items in UK a year (+12% pa)
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Gold standard:10am orders for 3pm Delivery
10am orders for 3pm Delivery
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3000 Parcel Shops in UK in 12 months Chosen by up to 50% customers for
deliveries - help for local stores
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2m businesses use SQUARE in US
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bitcoin
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Bitcoin
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Google Mobile Wallet Monetise (mobile payments for banks) Square startup $3bn valuation
100 mobile payment plaborms launched in last 5 years but how many met real CUSTOMER needs ?
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CUSTOMER CHOICE 200 million payments globally !
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• Kenya -‐ 17m customers • $9bn pa -‐ >33% GDP • Tanzania 9m people • 35 nagon links via HomeSend Hub
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1.7bn phone users are unbanked
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Savings, payments, loans, insurance 400m will be newly banked by 2015
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33% of US smartphone users will use mobile banking in 2014
! 90% check balances 42% transfer between accounts 26% pay bills 49% users download bank apps
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• In UK alone.... • TransacCons >£600 billion pa • Credit card debt >£60bn • Average card interest rate 16% • 2% commissions worth £12bn
Payments
Doorway
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Free mobile devices calls / web / TV / games / pay Higher income model
2010 2013 2015
TelcoBank Magic
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• Zettabyte = 1024 Exabytes Exabyte = 1024 Petabytes Petabyte = 1024 Terabytes Terabytes = 1024 Gigabytes
BIG Data
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has only one purpose which is to
create “invisible” magic for customers
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• Home • Work • Online • Offline • Sales • Entertain • Phone • Mobile • Chat • Social web • Mobile
ONE CUSTOMER
MAGIC
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• 90% MicrosoW R&D
CLOUD•When all life in cloud, then device and connector don’t majer
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Aramco - 30,000 computers hit - files lost
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So how does Vodafone make
money in future? !
Start with amazing customer experience today - partner to create new models tomorrow
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•Individuals •Family •Clients •Investors •Community
Making Life Bejer !
Create magic for your customers
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Dr Patrick Dixon Chairman Global Change Ltd http://www.globalchange.com
Future Telecom how to create magic for your customers why existing business models are broken