Headlines
- We live in a tech savvy world.
- Clients can be affected by other brands, ie Google, Tesco, etc…
- No one really knows how many jobs will be taken by AI – reports conflict one another
BUT every job will have some form of automation.
- It is already part of our lives – train tickets, Costa are examples.
- Be careful of firms telling you they use AI when they don’t – they do so for marketing and fund-raising purposes.
- Human contact is now seen as a premium service.
- Data is the new oil, arguably more important – you should have a single source of Data and great integrations.
- Data is about: scale – need to have enough to be able to make decisions / quality – crap in means crap out / actionability – great if you have dashboards but so what.
- The elderly use voice activation more than the young.
- Don’t make the mistake of thinking the elderly do not use the internet.
- Customer experience is now more important than price.
- Is your technology for you or your client?
- At the centre of it all should be better customer experience.
Key challenges
- Knowing what technology is best for your business and clients.
- Joining up systems to support processes and become more efficient.
- Cost of implementation.
Conclusions/Solutions
- Human contact is now seen as a premium service.
- No clarity re AI replacing jobs as the many reports written on this subject differ.
- Most people use the Cloud but make sure you also have a back up.
- Use technology to optimise processes.
- Firms asked when they should begin – tomorrow and spend the money.
Expert: Alex Sbardella, GDR Creative Intelligence
Facilitator: Paul Miles, Silverback Consultancy
