1. 2016 SERVICE
A Future Service
Workshop

2. If it can happen in kenya

3. REVOLUTIONARY FACTORS AFFECTING
SERVICE
Smart Technology
First Fully Mobile Customers
M- Commerce
Video
Gen y , I-Gen Customers, Ageing UK
= Fragmentation and Need for speed

4. Renewal
Move–on
Up Sell
Introduction
to Service
and
adaptation
Mid
Servic
e
Revie
ws
Service
Review
and Evaluation
Pre – Allocation
Ambition
Assessment
Service Cycle

5. Three Customer Profiles
1 2 3
Three Customer Deals

6. Predictive
Profiling

7. Collaborative Learning via Bromford
Connect

8. The 2016 Sign Up

9. Mobile as window to Bromford
Mobile as window to customer

10. Resolution by social collaboration
The 80/20 becomes the 90/10

11. LOW LEVEL COMPLAINTS
LOW LEVEL ARREARS VISITS
LOW LEVEL SKILLS + SUPPORT
LOW LEVEL ASB
PHYSICAL INTERVENTIONS REPLACED

12. Ease of Payment and Mobile
Commerce

13. Intuitive voice, video and sms integrated
within customer journey

14. The Home That Always Worked

15. M
powered
homes
M
powered
customers

16. GEO-MAPPED COMMUNITIES
GEO-MAPPED CUSTOMERS

17. NETWORKED NEIGHBOURHOODS
Volunteer community managers

18. W11

19. HYPER LOCAL
COMMUNICATIONS

20. discussion