Presentatie @ NIMA Marketing Day 2017

1. De wirwar aan digitale kanalen
en technologische trends
Guido Smit

2. 2

3. 3
Agenda
Hoe de wereld verandert
Hoe ga je hiermee om?

4. 4
Hoe de wereld
verandert

5. Klantverwachting verandert
5
Butler
Economy

6. 6
Klantverwachting verandert
Millenials &
Generatie Z

7. Social media

8. Social media
Bron: Global Web Index Q4, 2016, Internet gebruikers 16-64 in Nederland

9. Messaging apps

10. Messaging apps

11. Social apps worden bots
11

12. Social apps worden bots
12
“84% van de tijd spendeert
men aan 5 verschillende apps”
ComScore (2016)

13. Amazon Alexa, Google Home & Apple HomePod
13

15. 15
Augmented Reality

16. Wearable technology
16

17. Blockchain & new currencies
17

18. We haven't seen anything yet
18

19. 19
Hoe ga je
hiermee om?

20. 20

21. 21
1. Experiment

22. Snapchat

23. Snapchat

24. Snapchat

25. Snapchat

26. 26
2. Be flexible

27. 27

28. WhatsApp

29. Betrokken partijen (intern)
Hoeveel denken jullie?

30. Betrokken partijen (intern)
14

31. Betrokken partijnen (intern)
1. Legal
2. Compliance
3. CISO
4. IT
5. Risk
6. Audit
7. Business Continuity Man.
8. SIM
9. Operational Risk Man.
10. Personal Banking
11. Advies & Service Center
12. Pers & PR
13. Marketing
14. Communicatie

32. Resultaten
13.000 conversaties p/maand
5-10 reactietijd (min)
+70 nps

33. 33
3. Stay consistent

34. 34
3 Chatbots

35. 35
38 Social media accounts

36. 36
77 websites

37. 37
4. Focus on relationships

38. 38
It starts with service

39. 39
Facebook webcare chatbot

40. 40
Digital disruptors about to be disrupted?
“Consumers’ hatred of
interruption is killing
online advertising”
Forrester Research (2017)

41. 41
5. Be aware of the Risk Of Inaction
“The risk of inaction has
now eclipsed the risk of action.”
Harvard Magazine (2016)

42. 42
Take aways to be responsive to change
Experiment
Be flexibel
Stay consistent
Focus on relationships
Be aware of the Risk Of Inaction