Consumer Disruption: How Technology is Reshaping Human Behavior and Interaction (and what you should...

Consumer Disruption:How Technology is Reshaping Human Behavior and Interaction

Brian Vellmureinnovantage

http://www.brianvellmure.com@BrianVellmure

http://www.brianvellmure.com


“The number of Americans going online to an information service or directly to the Internet has more than doubled in the past year, but most consumers are still feeling their way through cyberspace. Few see online activities as essential to them, and no single online feature, with the exception of E-Mail, is used with any regularity… Among those who currently use their modems, the study detected a decided softness in attitudes toward online activities and a fragile pattern of use. Only 32% of those who go online say they would miss it ‘a lot’ if it were no longer available.” Source: Internet use in America by the Center For The People & The Press. Issued on October 16, 1995

@BrianVellmure http://www.brianvellmure.comBrian Vellmure



We’ve gone from that to THIS!

IMG credit: PATRICK SEMANSKY/AP





Checks Facebook from smartphone14 times / dayChecks their cell phone 150 times / day

The AVERAGE Smartphone Owner




9% of US adults have admitted

using their smartphone DURING sex

57% of women would rather give up sex than their

smartphone for a week



The lines separating physical from digital increasingly blurred

Looking Ahead


Images: Beth McIntyre

In the next decade or so, the computing

power currently contained in your

smartphone will likely be reduced to the size

of a spinning coin




Images: Beth McIntyre

In 2023, Smartphone sized devices will likely be able to

stream the equivalent of 50 simultaneous

Telepresence sessions




"We are honored to be recognized by Intel, a leader in innovative solutions," said Dr. Yadav. "This is a testament to the extraordinary efforts of the CardioMEMS team to generate precise, timely, actionable information to address the tremendous burden heart failure places on the U.S. healthcare system and on patients suffering from this debilitating disease...”




“We’ll be able to record, playback and analyze our entire lives by

2020”

- Dave Evans, Cisco Chief Futurist



“No digital communication

is secure”




Connecting Everything

People, Devices, and Entities...

... are all nodes in a network. Friction

around value exchange is being

reduced@BrianVellmure http://www.brianvellmure.comBrian Vellmure




The potential reach of every interaction is

exponential in a networked

world



SimultaneousExponential

GrowthCurves

Biotechnology

Bioinformatics

Computational Systems

Networks and Sensors

Artificial Intelligence

RoboticsDigital

Manufacturing

Medicine

Nanomaterials

Nanotechnology




Our lives are increasingly being conducted in the digital realm

Rapid shift from big, crude, and manual, to intelligent, granular, and automatic.

Anything digital can be recorded, archived, analyzed.

The trajectory of these changes is exponential




Evolving Customer Behavior


Speed




Access



“The data set is increasing in size, people are getting more friends, and with the advent of mobile, people are online more frequently. It’s not that I look at my news feed once at the end of the day; I constantly pull out my phone while I’m waiting for my friend or I’m at the coffee shop. We have five minutes to really delight you.”

-Facebook’s chief technology officer, Mike Schroepfer in MIT Technology Review




B2B buyers complete between 50-75% of the buying process before contacting a sales rep

Consumers check an average of 10.4 sources of information prior to making

a purchase





What will they find?

What will they do?




Customers increasingly

prefer self service



http://www.brianvellmure.comBrian Vellmure

Source: IBM 2013 Global C-Suite Study



Back to the Basics


“We often think the internet enables you to do new things...

... But people just want to do the same things they’ve always done”

- Evan Williams



@BrianVellmure http://www.brianvellmure.com

Help me accomplish

what I’m trying to do

Help me feel good



“I actually think most people don't want Google to answer their questions.

They want Google to tell them what they should be doing next.”

- Eric Schmidt, 2010

Image Credit: DigitalReasoning.com


More intelligentsystems



Image Credit: Extremetech.com

Deep Learning





The human brain still has incredibly more processing

capacity and capability than

the largest supercomputers



Learning from Others

Summary


Increased Digital Connectedness




Sense and Respond

Capabilities Increasingly

Critical




Customers want the same things

they always have

There is a narrowing window of time to capture attention

and offer a compelling value

proposition

IMG credit: http://www.klausenrique.com/connected.html



http://www.klausenrique.com/connected.html

http://www.klausenrique.com/connected.html

Key Imperatives


Understand customers more deeply




Continue to understand more about customer journey

Recognize that journeys are not

linear but dynamic.

Distributed across channels in

different patterns




Shape and create their playground

Allow them to interact as they

choose

Create value at every step



Action Items


INVEST

Capture, Merge, Analyze broader, more unstructured

data sets.




INVEST

Cultivating a customer

experience focused culture




Encourage teaming across touchpoints and

functionsIMG credit: Glen Grant, U.S. Antarctic Program, National Science Foundation.)




Translating data into insights

INVEST




Operationalizing insights into valuable recommendations and

responses

INVEST



Thank you. Let’s Discuss.Brian Vellmureinnovantage

http://www.brianvellmure.com@BrianVellmure



Consumer Disruption: How Technology is Reshaping Human Behavior and Interaction (and what you should...

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Transcript of Consumer Disruption: How Technology is Reshaping Human Behavior and Interaction (and what you should...