So, what will happen in 2015?

35% of British

couples will

meet online in

the near future

Elsa

Bear

Katniss

25%Prince Harry will

get engagedCertain baby

names will grow

in popularity

‘Mangles’ will be in vogue

25% of FTSE board

positions will be filled by

women

So, what will happen in 2015?

35% of British

couples will

meet online in

the near future

Elsa

Bear

Katniss

25%

-50%

Saxo Bank, has made it’s traditional gloomy

predictions for the year ahead, including

hacker attacks on e-commerce giants,

amazon losing 50% of it’s stock value, a UK

housing crisis and another icelandic eruption

2015

THE YEAR OF THE

REMARKABLE

CUSTOMER

EXPERIENCE

Xxxxxxxxxxxxx

Remarkable experiences can

be delivered through big

immersive events…

Xxxxxxxxxxxxx

…through technology that

brings your content to life…

Xxxxxxxxxxxxx

…or by simply making a process

easier or more streamlined

Source: http://www.huhmagazine.co.uk/8584/an-aerial-photograph-showing-just-how-huge-tokyo-really-is

2015

Hot

Topics

A different perspective

Drones are tapping into and expanding the

£600m aerial viewing market, currently

dominated by helicopters.

Could be anywhere up to 1 million commercial

drones in operation by end of 2015Deloitte

2014 Xmas holiday sales of GoPro cameras

were up 77% (YOY) in the US.

GoPro content published on YouTube in Q3

2014 was up 92% year over year.NPD Group

Phone screens are getting bigger

and more immersive

1920 x 1080 Full HD screen resolution

Wearables are moving off the wrist

Sales of smart clothing will go from

‘practically non-existent’ in 2014 to more

than 10 million in 2015Gartner

Ringly has recently generated

more than $5.1 million of funding

for it’s connected jewellery

Traditional sectors are embracing digital

There’s no need for cash, or wallets

Around 40m transactions are being

made every month on contactless cards

– triple the level of just a year ago.The Guardian

44% of consumers plan to switch

accounts if their current bank was

unable to offer mobile payments.Zapp

3D printing on the rise (but not at home)

By 2017…Deloitte estimates that

enterprise (rather than consumers) will

account for just under 90% of the value

of all 3D printers. (Deloitte Technology,

Media & Telecommunications

Predictions 2015)

Driverless cars are here (and on the road)

Knowing what you want before you do

Will we soon be cutting out the human?

In the UK, Deloitte and the University of Oxford predict that 10

million unskilled jobs could be taken over by robots (by 2035).

All of these developments will help

shape customer experience; a topic that

is very much in vogue…

Customer-centric companies gained

43% in performance in 2014 compared

to a 33.9% decrease for companies who

have neglected customer experience. Forrester’s Customer Index

A positive customer experience can :

• Improve customer satisfaction

• Increase loyalty

• Improve retention

Gartner has predicted that by 2017, 89%

of marketing leaders expect customer

experience to be their primary basis for

competitive differentiation

Customer experience is seen as the standout

imperative for 2015 and beyond, with 22%

saying it is the single most exciting opportunity

this year.Digital Trends Survey – Econsultancy

Customer-centric companies gained

43% in performance in 2014 compared

to a 33.9% decrease for companies who

have neglected customer experience. Forrester’s Customer Index

A positive customer experience can :

• Improve customer satisfaction

• Increase loyalty

• Improve retention

Gartner has predicted that by 2017, 89%

of marketing leaders expect customer

experience to be their primary basis for

competitive differentiation

Customer experience is seen as the standout

imperative for 2015 and beyond, with 22%

saying it is the single most exciting opportunity

this year.Digital Trends Survey – Econsultancy

Searches for the phrase ”customer experience jobs”

increased 40% from July 2013 to July 2014. Google Trends

UNDERSTANDING

CUSTOMER NEEDS

The key to delivering remarkable experiences?

10 NEEDS

FOR 2015

The average UK adult now spends more time using media or

communications (8 hours 41 minutes) than they do sleeping (8 hours 21

minutes – the UK average).

Ofcom 2014

In-vehicle technology was the top selling point for 39% of potential car

buyers. Only 14% put horsepower and handling at the top of their list

Accenture

I WANT TO FEEL

CONNECTED

Twitter #ownthemoment tool

DPD’s ‘Follow My Parcel’

function enables people to

see the progress of their

delivery in real-time

By 2017, 90% of the company’s

devices will be Internet-connectedBoo-Keun Yoon

Connect me Airbnb’s interactive map, “World of Belonging”,

shows how successfully the company has

fostered a global community of travellers

It was launched following the firm's record-

breaking New Year’s Eve which saw 550,000

travellers use the Airbnb app – 91,000 of which

were first time customers

75% of consumers like it when brands personalize

messaging and offers.Aberdeen Group

56% of consumers say they would be more inclined to use

a retailer if it offered a good personalised experience.O2 The Rise of Me-tail

94% of companies agree that personalisation “is critical to

current and future success.”EConsultancy

(HYPER)

PERSONALISATION

The Normal Factory store in

NYC 3D prints custom-made

earphones in store.

Hyper personalisationBrioni Mirror allows customers

to visualise their made-to-

measure look in store before

purchase.

At Yves Saint Laurent counters, makeup

artists like Armando Ramos use Google

Glass to record makeup applications. Here

he works on Carol Koehli, who will receive

a video that she can follow at home

Oscar creates personalised insurance plans for

customers based on their fitness data (gathered

from wearable fitness trackers)

As time and technology advance, customer

service delivery – with the continuing emergence

and convergence of service channels – is

becoming increasingly complex. Yet, from the

customers’ perspective, service should appear

seamless, and seem effortless, across channels.Business2Community

MAKE IT

SEAMLESS

If you search for a restaurant on your

desktop computer, Google Now on your

mobile device can show you how to get to

that restaurant. If you are reading a news

article on your tablet, Google Now might

let you know on your phone if there's a

related article available.

The seamless journeyMacy’s mobile customers can

see if they’re preferred item is in

stock in their nearest Macy’s

store thanks to a partnership

with Google.

40% of UK adults are

interested in using a

device that tracks heart

rate, blood pressure

and movement.Mintel Consumer Trends 2015

4 in 10 millenials are interested in

co creating with companiesHavas Prosumer Report

EMPOWERMENT

Nike+ has created short, personalised

animated films based on users’ fitness data

from 2014 and is encouraging them to

“Outdo You in 2015”

Marriott offers GoPro cameras to its

Caribbean and Latin American customers to

document their holiday experiences,

encouraging the resulting footage to be

shared on social media.

40% of people will abandon a web page if it

takes more than three seconds to load

Econsultancy

42% of consumers expect a response on

social media within one hour, and 32% think

it should be within 30 minutes.Edison

Google processes over 40,000 search

queries every secondInternet Live Stats

IMMEDIACY

EatFirst delivers just cooked healthy

meals to your door in 15 mins.

Bud Light Button gets deliveries of beer to

Washington DC customers in under an hour.

mrporter.com offers customers same day

delivery of outfits from the film Kingsman

17% of all retail Internet sales to be collected

by customers in 2015. Up from 15% in 2014Mintel

Half of all UK adults use VOD services with

16-24yr olds currently consuming over 35%

of their content via on-demand or streaming

services Ofcom

LIFE ON DEMAND

Transport for London processed

10,000 orders at its click-and-collect

stations within first 10 months of

offering the service

Guests at the Dylan Hotel in Amsterdam

can have garments delivered to their

room to try on and then purchase, or

return, within one hour

76% of UK adults pay attention to the ethical

and green credentials of products, including

manufacturing and distribution processes, as

well as the reputation of companies or brands Consumer Trends 2015, Mintel

77% of Gen Z consumers (those born

between 1995-2009) believe businesses

should make ‘doing good’ a part of their

business.Salt Communications

Companies will increasingly be forced to apologise, admit

their mistakes and show a contrite human face, ensuring

they consult their customers on their products, promotional

campaigns and products. Mintel

PROVE YOUR

WORTH

Uber partnered with Mothers Against Drink

Driving to show the state of California how

incidents of drink driving had fallen since Uber

was introduced to the market.

Showing worthAlthough tobacco sales made CVS,

the drugstore chain, $2bn annually,

it chose to stop selling tobacco

products in September 2014.

Showing worth

Pepsico has

launched Drinkfinity

in Brazil, a reusable

water bottle, to

address growing

concerns around

sustainability. The

water can be

flavoured with

branded fruit-pods.

76% of TV buyers would be interested in a TV with the ability to wirelessly stream

content from other devices (28% would even pay more for this feature)

23% of UK fashion consumers say that an option to deliver to a store to try on before

purchasing would encourage them to buy from one online retailer over anotherMintel

ADDED VALUE

Give the MyFT app access to your calendar,

and it will highlight important articles about the

people and companies with whom you are

about to meet.

Whimsy, the spontaneous travel app, finds the best offbeat

locations to travel to at the best price. Customers needn’t worry

about the seasons – the app only shows you locations that won’t

have adverse weather conditions.

Samsung’s “Look At Me” mobile app helps

children on the autism spectrum make better

eye contact and improve their facial

recognition abilities through smartphones and

tablets.

Birdseye teamed up with food blogger, Katie

Bryson, for their “Mix up Your Menu”

campaign to bring inspiring and easy recipe

ideas to time-starved families.

According Cohn & Wolfe just 3% of

Americans, Brits, Italians, Swedes, Spanish,

and French people say they believe "big

businesses are very honest and transparent.

In Germany, it’s only 1%.Fast Company

29% would opt in to emails and other

messages, compared with 51% who say they

would not opt out. However, if a brand wants

to share information with ‘carefully selected

companies’ that will send offers, only 18% say

they would tick the box to receive emails fast.MAP

Consumers are willing to share their personal

data with brands, so long as the virtual

handshake fulfils three fundamental values;

transparency, relevance and convenience.

84 per cent of 18-34 year olds are happy to

share their personal data with brands by

registering and logging into sites with their

identities from social networks.Gigya

INTEGRITY

In December 2014, Comcast was sued

by two US residents for surreptitiously

turning their home wireless routers into

public WiFi hotspots.

Has received just under 175,000 ‘right to be

forgotten’ requests, covering 600,000 websites,

since the ruling came into force in summer

KLM meet and seat…

Life moves at an increasingly breakneck

speed, causing people to squeeze more

into busy schedules and leaving them

wanting to see and do things that they

aren’t able to experience within the

confines of their calendars. They’re

seeking experiences that enrich their lives

as “stuff” doesn’t always cut it anymore. Mintel

WOW ME

Ralph Lauren will be opening the Polo

Bar near its flagship store in NYC.

To bring to life the benefits of

their smart thermostat, Nest

created a special ski lift perfectly

warmed for cold skiers.

THANKS FOR

LISTENING