Futurist

Strategy advisor

Author

@rossdawson

Profiting From Technology

Trends

Information

Interfaces

Social

Payments

Channels

Decisions

Organizations

Leadership

Information

Information accelerates

Flickr credit: kainet

Gigabit for all

Everything mobile

0% 10% 20% 30% 40% 50% 60% 70% 80%

India

Russia

Brazil

China

Germany

France

UK

USA

Australia

Japan

Source: Kleiner Perkins Caulfield Byers, as of Q2 2013

Global smartphone penetration

Smartphone penetration

Smartphone growth

Supercomputers in our hands

Soaring data

Source: IDC

Tracking your health

Data from everywhere

DNA storage

Interfaces

At your command

Seeing more

Immersed in virtual reality

Thought interfaces

Beyond videoconferencing

Interpreting emotions

Wearable computers

Social

Data from social media

Customer service on social media

Building communities

Learning and connection

Lending to your friends

Peer to peer insurance

Payments

Taking payments anywhere

The rise of mobile payments

Biometric authorization

The rise of digital currencies

Channels

Knowledge and information

Scalable relationships

Chat with humans

Automated chat

Customer service over video

Decisions

Automated advice

Online advisors

Advisor marketplaces

Personal connection

Organizations

Value is in networks

Ad-hoc

networks

The two layers of organizations…

Standardised

processes

Building unique organizations

Leadership

Flickr credit: Calsidyrose

The only way

you can control your destiny

is to be more flexible

than your environment

- The Law of Requisite Variety

Taking action

• Manage your portfolio of customer

communication channels

• Focus on creating value for customers from

data

• Engage on social media for value more than

marketing

• Help customers be more knowledgeable and

make better decisions

• Experiment and learn

• Establish governance for transformation

Manage your channel as a portfolio

Create value for customers from data

Support and enable communities

Help customers make better decisions

Experiment and learn

Governance for transformation

Benefits Risks/ Concerns Risks of NOT

taking action

Productivity and

efficiency

Productivity loss Reduced

competitiveness

Staff satisfaction

and engagement

Loss of control Harder to attract

talented staff

Access to

information and

processes

Information

reliability

Fragmentation of

information

Flexibility in work Systems security Unauthorized use of

technology

Interfaces

Information

Channels

Decisions

Organizations

Leadership

Social

Payments