Chinwag Live: When customer Service Goes Social - Guy Stephens, Capgemini

1. Guy Stephens London, 5 th October 2011 Chinwag: When customer service goes social

3. A world of sharing © 2011 Capgemini. All rights reserved. 90% Government target for superfast broadband penetration by 2015 14.8m iPad’s sold in first 12 months (5x more than analyst predictions) 45% iPhone Smartphone users download at least one app per week 60,000+ Apps built for iphone, Android & BB The combination of broadband connectivity, the explosion of hardware devices, apps and social networking has enabled users to define how, when and where they interact with brands, content & services 140m Tweets per day $119 billion M-Commerce predicted to reach this by 2015 700m Facebook users worldwide 1 billion Google searches a day

4. Life is real-time! © 2011 Capgemini. All rights reserved.

5. New currencies are emerging © 2011 Capgemini. All rights reserved.

7. A story about my washing machine © 2011 Capgemini. All rights reserved.

10. A different type of customer service is emerging © 2011 Capgemini. All rights reserved.

11. Different roles are emerging © 2011 Capgemini. All rights reserved. Creator Participant Prisoner Promoter Bystander Voyeur Passenger Listener Passerby Pundit Explorer

12. The Carphone Warehouse service ecosystem © 2011 Capgemini. All rights reserved.

13. The 'Complaint Prism' The Conversation Prism © 2011 Capgemini. All rights reserved.

14. What will customer service look like? © 2011 Capgemini. All rights reserved.

16. Knowing where your brick wall is © 2011 Capgemini. All rights reserved. “ With an open strategy, decision shifts from if you should be open... To how open you need to be to accomplish your overall strategic goals” [Charlene Li, Being open without giving away the store: The secret is a sandbox covenant]

18. More information © 2011 Capgemini. All rights reserved. About Capgemini