Anders Sorman-Nilsson

How do you design frictionless customer experiences where customers can seamlessly navigate between digital and analogue touchpoints?

This is the main question Anders explores in this thought-provoking keynote. Emerging technologies such as Artificial Intelligence, Virtual Reality and the Internet of Things are enabling more and more brands to become truly ’seamless’.

This presentation will provide you with fascinating case studies and best practices from smart brands that understand how intelligent technologies can amplify customer service, create compelling customer experiences, remove friction and transform our lives.

THIS BESPOKE TAILORED PRESENTATION WILL PROVIDE:

• A futurephile’s guide to creating seamlessness for your brand and organization

As some organisations careen recklessly into the digital future and others are left behind by remaining steeped in the ways of old, thought leaders are coming to realise there is an important middle ground. Most often that’s where your customers and clients want you to be, the place where digital and analogue converge – the ‘digilogue’. In the digilogue it is understood that digital satisfies a customer’s mind while analogue soothes the heart.

KNOWING WHERE THIS PLACE IS DEMANDS:

1. An understanding of the parts of your business that simply cannot be allowed to go digital
2. An intimate knowledge of the customer experience, of the touch points that thrill them, that speak to their hearts and not their heads
3. An understanding of how your organisation tells its story to its public
4. A recognition of the artisanal skill, or customer service, that keeps customers coming back

Every business must know where its middle ground lies, where the old-school artisan meets the efficiency and power of the future. This customised presentation will help your people find where that place is.

Waves of change are rolling towards us and you’d better be prepared. But how do you spot the waves, or identify what’s going on in the market? How do you sense the direction of the currents, or establish what it means for your business? And how do you best position yourself so you’re not washed away, or choose a market position and ride the wave?

The WAVES OF CHANGE THREATENING EVERY BUSINESS ARE:

1. Digital Disruption – managing the tension between the analogue and digital touch points
2. Media Madness – realising that every company must think like a media company
3. Data Driven Dominance – working out how to turn data into competitive knowledge

THIS KEYNOTE WILL PROVIDE YOU WITH THE FOLLOWING FORESIGHTS:

• Which new markets you should target, and how to identify and engage them
• How to step back and deconstruct your own business model to identify new, non-traditional partnerships
• How to sort through the data storm to turn customer insight into intelligent and strategic business assets
• How to build innovation strategy that disrupts your competitors