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Dr Patrick Dixon Chairman Global Change Ltd Fellow, Centre for
Management Development, London Business School
TakeHoldofYourFutureHowtoCreateMagicforCustomers
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One word will dominate ALL
FUTURE
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The future is aboutEMOTION
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10
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PeopleEatOutMore
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People love visiting Cities and Offices
EXPERIENCE
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Teleworking Only 2.5% of US workers are exclusively
home-based
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Tele-presence 20% growth pa $4.5 billion
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!16 New Market = Trust = Deal
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!20
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WHODOYOUTRUSTFOR
INFORMATION
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Whenitcomestocustomerexperience,mostpeopletrustopinionofcompletestrangermorethananycorporatemarkeFng
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Pop-uppagesPaidlisFngsSMSadvertsYouTubeAds
AutoplayVideosFillformtogainaccess
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29
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Up to 70% of sales of new convenience stores from
people who live
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90% all global data
generated in last 2 years
BigDataandLiNleData
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Little Data often matters
most
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Big Data = PatternLittle Data = Person
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missing you
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Night Flight or Day Flight Going out or coming home? work, food,
drink, chat, party, unwind,
dark, quiet, sleep, leave
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Micro-Data
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RETAILMAGIC
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Converging in price, quality, experience and appearance
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AcrossEU,10grocerscapture50%ofsales
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MegaChains
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MegaHotels
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MegaBrands
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500,000 unique stays / night in 57,000 cities
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FocusonExperience
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Rest-Reading
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We are only in first hour of first day of
eCommerce
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e-commercehits>$1.5trn
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Most online sales will be MOBILE
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FusionOn-Offline
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LocaFonMarkeFng
REALLYMATTERS
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Talking to customers on journey of life
Death of traditional marketing
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MOBILE
TRAVEL
MOBILE SMART TRAVEL
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MobilePaymentsandTickeFng
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Room Key
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SMSWiFiPassword
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RFIDaddresstags-likeFindPhone
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InstantAlerts/Updates
egTripitGateChanges
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Over4000roadhauliersinEU
1.3bnhomedeliverede-comitemsinUKayear(+12%pa)
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Goldstandard:10amordersfor3pmDelivery
10amordersfor3pmDelivery
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CreaJngatouchof
Magic foryourCustomers
BeNerCustomerExperience
Oaenthesmallestthings,Fmelyandpersonal,havegreatestimpact
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Body Level One
Body Level Two
Body Level Three
Body Level Four
Body Level FiveDr Patrick Dixon
Chairman Global Change Ltd
globalchange.comKeynoteSlides
15millionvisitors6millionvideoviews
http://globalchange.com
