the changing role of customers in the digital age
TRANSCRIPT
fp-francotyp.com
F00.10 - Rev. 3.0
Monika Plum, FRANCOTYP-POSTALIA
The Changing Role of Customers in the Digital Age
Technology Seminar May 21th, 2012
fp-francotyp.com Monika Plum – WMX Europe Transformation Seminar May 2012
Sender
Recipient
Customers
Trends and Drivers in the Communication Market
Broadband Penetration
Social Media
Mobile Communication
EU-Data Protection Directive
EU-Service Directive
Green Initiatives
E-Government initiatives
New Communication Channels
Ageing
„Digital Characters“
Individualisation
Pull instead of push
„Usage“ instead of „Ownership“
Sender
Recipient
Customers
fp-francotyp.com Monika Plum – WMX Europe Transformation Seminar May 2012
Digital Characters in Germany*
Sources: *DIVSI Milieu Studie 2012**Austria Post/IFES 2011; VDBF 2010; EMSA UK 2011; Swiss Post 2011; EMA US 2010
Impact on Communication Market Shift from sender to recipient-driven modell (pull instead of push modell) Decline of physical mail, but growing communication market in total Individualisation – customisation SoMoLo: Social – Mobile - Local No single communciation strategy Need for multi-channel solutions
Consumers prefering paper invoices in %**
fp-francotyp.com Monika Plum – WMX Europe Transformation Seminar May 2012
Changing business modell for players in the postal market
Digitalisation as an opportunity, not as a threatTransform core business into the digital world
„Managing Trust“ is key asset of players in the postal market
Protecting privacy in the digital world Secure communication channels – physical, hybrid, digital E-identification services Secure payment options Developing multichannel-platforms
fp-francotyp.com Monika Plum – WMX Europe Transformation Seminar May 20125
Mail Communication 2.0: Multi-Channel Approach
Sender Recipient
Public authority
Citizen
CompanyComputer
Delivery Service
Consolidation
Consolidation
Delivery Service
Public authority
Citizen
Company
Physical
Hybrid
Fully Electronic
PostBase
fp-francotyp.com Monika Plum – WMX Europe Transformation Seminar May 20126
The Future Way of Mail CommunicationIntegrating the Analogue and Digital Postal World
Single access point for all mail communication needs: physical, hybrid and digital / secure electronic mail
FP Portal allows customers to individually manage their mail communication tailored to their needs
Multi-channel option keeps mail comunication revenues in the postal stream instead of diverting it totally to the digital world
fp-francotyp.com Monika Plum – WMX Europe Transformation Seminar May 20127
Thank you for your attention
Contact:
Dr. Monika PlumCorporate Strategy
Francotyp-Postalia GmbH
Tel: +49 3303 525 973Fax: +49 3303 53707 973
E-mail: [email protected]
Address: Triftweg 21-2616547 BirkenwerderGermany