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

Klantverwachting verandert

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Butler

Economy

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Klantverwachting verandert

Millenials &

Generatie Z

Social media

Social media

Bron: Global Web Index Q4, 2016, Internet gebruikers 16-64 in Nederland

Messaging apps

Messaging apps

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)

Amazon Alexa, Google Home & Apple HomePod

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Augmented Reality

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

Snapchat

Snapchat

Snapchat

Snapchat

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2. Be flexible

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WhatsApp

Betrokken partijen (intern)

Hoeveel denken jullie?

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

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