De wirwar aan digitale kanalen en technologische trends
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Transcript of De wirwar aan digitale kanalen en technologische trends
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De wirwar aan digitale kanalen
en technologische trends
Guido Smit
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Agenda
Hoe de wereld verandert
Hoe ga je hiermee om?
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Hoe de wereld
verandert
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Klantverwachting verandert
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Butler
Economy
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Klantverwachting verandert
Millenials &
Generatie Z
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Social media
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Social media
Bron: Global Web Index Q4, 2016, Internet gebruikers 16-64 in Nederland
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Messaging apps
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Messaging apps
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Social apps worden bots
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Social apps worden bots
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“84% van de tijd spendeert
men aan 5 verschillende apps”
ComScore (2016)
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Amazon Alexa, Google Home & Apple HomePod
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Augmented Reality
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Wearable technology
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Blockchain & new currencies
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We haven't seen anything yet
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Hoe ga je
hiermee om?
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1. Experiment
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Snapchat
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Snapchat
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Snapchat
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Snapchat
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2. Be flexible
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Betrokken partijen (intern)
Hoeveel denken jullie?
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Betrokken partijen (intern)
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Betrokken partijnen (intern)
1. Legal
2. Compliance
3. CISO
4. IT
5. Risk
6. Audit
7. Business Continuity Man.
8. SIM
9. Operational Risk Man.
10. Personal Banking
11. Advies & Service Center
12. Pers & PR
13. Marketing
14. Communicatie
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Resultaten
13.000 conversaties p/maand
5-10 reactietijd (min)
+70 nps
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3. Stay consistent
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3 Chatbots
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38 Social media accounts
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77 websites
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4. Focus on relationships
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It starts with service
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Facebook webcare chatbot
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Digital disruptors about to be disrupted?
“Consumers’ hatred of
interruption is killing
online advertising” Forrester Research (2017)
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5. Be aware of the Risk Of Inaction
“The risk of inaction has
now eclipsed the risk of action.”
Harvard Magazine (2016)
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Take aways to be responsive to change
Experiment
Be flexibel
Stay consistent
Focus on relationships
Be aware of the Risk Of Inaction
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