Embed Size (px)
Citation preview
Alex Davis@alex_intuit [email protected]
Forming deep relationships with your clients in a digital age: How to beat the robots at the communication game
WiFi: QBConnect No password required#QBConnect
Get to know you
3
The impact of AIWe are about to the witness the next revolution
4
Machine Learning is a type of artificial intelligence (AI) which focuses on the creation of computer programs that can teach themselves to evolve and grow when exposed to new data
What is it?
5
Machine Learning
6
Exponential growth
Time
Num
bers
7
160,000,000
140,000,000
120,000,000
100,000,000
80,000,000
60,000,000
40,000,000
20,000,000
0 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013
Number of Device Owners (Smartphones and Tablet)
Num
ber o
f Dev
ice
Ow
ners
Source: Mobile/Tablets 3 month average ending June 2013
8
9
10
Disruption
11
Disruption
12
By 2017 all assessments to be marked by software
Proven increase in accuracy
Disruption
13
Oxford University predict 1 in 2 jobs are at risk
14
60% of primary school children will have jobsthat do not currently exist
15
However…..
16
The amount of bank tellers have doubledsince the ATM was introduced
17
• Can they share relevant information?
• Can they offer comparisons?
• Can they offer advice?
• Can they offer advice without context?
• Can they offer advice relating to our personal context?
• Can they connect with us?
Let’s put it to the test
18
“If robots will do everything, what will humans do?”
19
High volume, repetitive, predictable tasks
VSNovel situations, empathy, unknown context
20
The trusted advisor
Trusted advisor
Outcomes based
Experience based
Fact based
21
The trusted advisor
Trusted advisor
22
Needs and wants
Driven by
Problems and opportunities
The focus is on value
23
Problems and opportunities are personal
TODAY
VS
TOMORROW
RISKS
&
REWARDS
24
Rewards
… what could you do differently if you achieve?
…now will this make your life better?
Tomorrow
… what are you currently trying to achieve?
… what are your plans for?
Today
… tell me how you currently do…..
… What problems does this cause?
Examples….
Risks
… what things will get in the way?
.. What happens if you don’t make the change?
Exercise 1
25
NEEDS WANTS SOLUTION VALUE ACTION
So what?
26
Leading our clients out of the desert
Wants and needs
• I want to make more money
• I want more time
• I want to grow
• I want to save money
• I want to feel in control
Real-timeAccess any where Access any deviceMore accurate dataLess data inputNo back upsMore secureNo software updatesMinimal IT infrastructureConnect with other softwareGet better insightsShare information easily Collaborate Professional invoicingEasy to use
Exercise 2
27
How do the robots deal with fear?
Fear of change
• Loss of control
• Uncertainty
• Loss of face
• Concern about competence
• Past experiences
28
Novel situations, empathy,unknown context
Value driven – customer obsessed!Anticipate fear
Stats tell…. Stories sell
How to beat the robots at the communication game
Questions?
Access the presentation materials via: The QuickBooks Connect 2017 Conference App
orSlideshare at: http://www.slideshare.com/tag/QBCUK17
