Today and the next few years

Today and the Next Few Years

Outline for Today

A Little History Some Technology A Lot of the Future (including the past few years of

the future)

Agricultural Revolution

Started out nice

Ended up changing everything

Printing Press

Started out nice

Ended up changing everything

Industrial Revolution

Started out nice

Ended up changing everything

Information Revolution

Started out nice

Will end up changing everything

The Past 20 Years

Since the early 1990’s, the world has been in a deflationary period

Driven by technology

The United States Since 2008

What is Not Going to Change

Inflation will not be a factor

What is Not Going to Change

Until employment problems are resolved

Economic Recovery? Some Housing Markets

are down 50% from 2005 prices

Even at 10% annual growth in prices, the housing market will not recover until after 2020

Pricing

How can a brand new pair of tennis shorts only cost $4

The Longest Soft Market Ever

Any signs of insurance premiums going up?

Maybe due to re-insurance rates

Enough with The Negative Waves

I See the Wrong Size Glass

The Web is NOT the Internet The Internet came first – the

pipes and stuff

The Web (WWW) was the first user interface for the Internet that had mass appeal

Mobile is the next great user interface and will dwarf the Web in both size and speed

Web 1.0, 2.0 and 3.0 Took 15 Years

Now The Internet is Everywhere

The Internet of Things There are more “Things”

connected to the Internet than People connected to the Internet

The Internet of Things

Smart toilets

Run automatic test on urine samples

The Internet of Things Smart concrete Tracks traffic Tracks stress in roads

and bridges to anticipate repairs

The Internet of Things Smart environment

The Internet of Things

Smart bath room mirror

With remote control

(NOTE TO ME – you were in Orlando Duke)

The Internet of Things

Smart mirror in retail store

You can do the same thing now using an XBox Connect system in your living room

The Internet of Things

Smart military exoskelton

The Internet of Things

Military tech always moves to the private sector

BTW – if you wonder if you will live to see the merger of man and machines, good news, you already have

The Internet of Things Of course, sometimes

we see the future wrong

This was Charlie Chaplin’s view of the Industrial Revolution man in the movie Modern Times

The Future is Already Here

Can you do this with your phone?

Over 1/3rd of Americans can today

NOTE: Please raise your hand if you don’t know what this is

Augmented Reality

Google Goggles

Camera app recognizes many buildings and shows you more information – with links – on phone as you are there

Augmented Reality Google Goggles

http://www.qrstuff.com/

Create Your Own QR Codes

QR Code Generator

Augmented Reality

Not limited to buildings

Maybe some privacy issues?

Augmented Reality Saves You $

Cloud Computing & Mobile

Cloud Computing & Mobile We are moving away from

software that exists on our hard drives to applications that exist both in the cloud and in our pockets.

We no longer expect to go to the software - we expect the software to come to us.

The future of software is in “everywhere apps” that aren’t tied to a single device, but rather to the end user - available on any platform the user prefers

Change that to Customer Service We are moving away from

customer service that exists at a specific location to service that exists both in the cloud and in our pockets.

We no longer expect to go to customer service- we expect the customer service to come to us.

The future of customer service is in “everywhere service” that aren’t tied to a single device, but rather to the end user - available on any platform the user prefers

2011 Digital Trends

The “New” Golden Rule of Business

Give your customers the ability to do what they can’t currently do but would want to do if they only knew it was possible

Golden Rule Corollaries

8. If it can be done, it will be done

10.If you don’t do it, someone else will

The Internet is VERY Important

But if the Web only influences 50% of Sales

And only makes 10% of sales

Where do the other 50% and 90% happen?

So, what’s so important about the web?

The Internet is VERY Important

Notice the TREND line

The Digital Divide

Where is Mobile Going

What Forrester Research Says Too many apps built today treat the smart phone as a little PC. That's the wrong way to

think about it. Mobile experiences make up for their interface limitations with knowledge.

When a phone knows where you are, what you're doing, your identity and history, and even potentially your attitudes -- based on what you've done in the past year and the past five minutes -- it can help predict and deliver what you want right now.

This is the context that makes mobile devices more intimate and completely different from traditional Web experiences.

What Forrester Research Says Rather than chase this technology, marketers should build a roadmap to integrate with

it in four stages.

1. Master the basics. Half the companies we interviewed for the report haven't gotten beyond the "help you find the nearest store" type apps. If you've got products or services to deliver, build up the data around those items to make it easier to deliver them based on context.

2. Layer in intelligence. Use data and context to create more engaging experiences, like reminding you when a flight is late and suggesting things to do while you wait.

3. Break from PC contexts. Create experiences that are distinctly un-Weblike, based on knowledge of who the customer is, her history, and her complete context (like who else is with her right now).

4. Embrace motion as a control mechanism. The most engaging apps right now respond to actions like shaking and bumping phones. What's the appropriate action for your customer?

What Forrester Research Says

If you compete based on cost in a slower-moving industry like insurance or business services, start with stage 1 and know where you're headed.

Focus on your consumers' pain points and behavior, not just on what information you can fling into a mobile app.

How Smart Phone Users Describe Their Phones

Pew Internet Project

83% of American Adults own a cell phone

42% of those own a smart phone

Which Phones Matter?

Apps vs. Mobile Web

Smart Phone Users Overwhelming prefer apps

Three Types of App Users

Repetitive Now Bored Now Urgent Now - Insurance Apps

Insurance App Features

Branding

Insurance App Features

Connections

Insurance App Features

Location Aware

Insurance App Features

Location in Claims App

Time Date in Claims App

Camera in Claims App

Insurance App Features

Social Media extended

Insurance App Features

Payments

Insurance App Features

Share forms

Insurance App Features

Get Quote

Insurance App Features

Location aware roadside assistance

Smart Phones vs. Tablets

There are 100 million smart phones in America

15 million tablets

Mobile Web vs. Mobile Website

Native Apps can use native phone features – GPS, camera, contact list, local data storage, do not require connection

Mobile Web Sites boost you Google ranking and are found in search

You need both

Can Your Business Learn from Amazon?

Jeff Bezo’s 3 Big Ideas

3. Digital4.Customer Service5. High Margin / Low Prices

Idea #1 – Digital AdvantagesBricks and Mortar

Stores Have Limits High fixed and variable

costs No real time metrics Slow pace of change Limited reach or territory

Limited space Limited product lines

Online Advantages

Small variable costs

Real time metrics Real time changes No physical limit on

reach – no territory Unlimited space Unlimited product lines

Idea #2 – Customer Service

Idea #3 – High Margin / Low Prices

Contact Us for More Information at…

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