Robotics: A brave new world?

Darryl Beckford

Director of Digital Experience at KCOM

@Darryl_Beckford

Who we are

Our goal is to make life easier and better

for every customer

We help our customers create greater

value from the way they interact,

collaborate and connect with what matters

to them

We’re the experience integrator for an

unpredictable world

Our business

We help UK Enterprises to re-imagine and

re-architect their IT and communications

infrastructures to become more

customer-centric, agile and efficient.

We help households and businesses across

Hull and East Yorkshire communicate better

and live their lives in the digital age.

More than 130,000

customers in

Hull and East

Yorkshire

Personalisation

Who is your ideal customer?

16 60Age

Purchases

Music

Voice Service

Written

Communication

Social Media

Loyalty

Lifetime value

£1000 £1000

66%

Why should we personalise?

23%

66% 70%

20%

Waitrose “Pick Your Own

offers” scheme, allowed

shoppers to personalise

offers for them for both in

store and online sales.

Sales increased by

20%.

Personalisation

accounts for 23% of

the customer

experience

66% of UK consumers

believe brands are

using out-of-date

information

about them

66% of customers expect

you to know their personal

information and service

history when they reach

out for support

Nearly 70% of shoppers

will revisit a clothing

store because of

personalization

http://www.cirrusresponse.com/blog/every-contact-centre-strategy-will-underpinned-personalised-customer-experiencehttp://www.digitalstrategyconsulting.com/intelligence/2017/10/brands_failing_to_use_customer_data_for_personalised_experiences.phphttps://www.nanorep.com/best-customer-service-experience-exampleshttps://www.brotherspark.co.uk/retail-personalisation-examples/https://www.springboardretail.com/hubfs/PDF%20Files/Retail%20Report%20Apparel%20Personalization.pdf

Robotics

During sex robots are so

intelligent they will be able to

get away with cheating by

LYING to their human

partnersThe Sun

Humanity will live in a ‘hellish

dystopia’ as robots take over billions

of jobs leaving people to lead

meaningless and miserable lives,

claims scientistDaily Mail

Robots Can Now Read

Better Than Human, Putting

Millions of Jobs at RiskNewsweek

Robots to ‘replace human

pilots’ sending aviation into

MELTDOWNDaily Star

Robot working in a supermarket

FIRED after a week as it scares

human customers.Mirror

Robots and the News

This is NOW!

4th Industrial revolution

?Mechanization,

water power,

steam power

Mass production,

assembly line,

electricity

Computer and

automation

1st 2nd 3rd 4th

Where robotics meets personalisation

Automating the

Customer Experience

How can robotics aid personalisation?

Biometrics Virtual Assistant RPA

Before RPA

After RPA

The same three phases?

Select Partner

and run proof

of concept

Deploy widely and

benefit from cost

and time efficiency

Use time and

capacity to offer

personalised

experience

What next?

Summary

> Automation and robotics is not new: it has been improving our lives for years

> Robotics finds time with which you can personalise your service

> RPA is one method. It removes repetition and reduces errors

> To accelerate RPA, find a partner to help you run a small “Proof of concept”

> Use PoC success to justify a wider rollout

> Have a “Robot advocate” in the business

> Come and talk to us, and attend our webinar

A different kind of partner

> The freedom to think differently

> Broadest legacy experience combined

with cutting edge expertise

> Extensive customer, technology and

digital integration experience

Large enough to make the difference,

small enough to be agile

Thank you

Darryl Beckford

Director of Digital Experience at KCOM

@Darryl_Beckford

Join KCOM and NICE for a live webinar on the 8th March 2018 at 12:00 GMT

Fourth industrial revolution:

Transforming the contact

centre.

To register simply visit:

https://engagecustomer.com/webinars/