Our needs are fundamentally not changing, but how we meet those needs are radically shifting. Join this innovation workshop to look at the current consumer trends and how that is changing customer expectations. Explore in lively group discussions, how businesses can anticipate better, come up with radical innovation before consumers get bored or find another product or service that better meets their needs. BrandLove will also present their top trends for 2018 that they believe will change how consumers will want experience brands in the future.

1. Future proof your customer experience.

2. Lean into the future. Imagine your customer of 2025, 2030 and what
they will demand from you.

3. get to know
each other

4. Chantel Botha
Innovator
Instigator
Challenger
Magician
chantel@brandlove.co.
za
083 603 2849
@chantelbot
This is me

5. presentation
agenda
page
05
This session is about you
Introductions.
Warm-up exercise.
Your challenges.
Identify the trends that have an impact on
your business.
Develop practical plans and responses.
How are we going to respond?
01 02
0304
Embrace/fear the Future
Your fears about the future.
Our collective learnings.
Your customer of the future.
What do they need from you?
The top trends that are shaping their
behavior.
What’s happening to clients

6. by all of you
Introductions.

7. by all of you
Warmup.

8. by all of you
Challenges in
your role.

9. by all of you
Your fears about
future
disruption.

10. by all of you
Identify the
trends you think
will disrupt.

11. coffee break
next session at 10:30 am

12. by all of you
Imagine your
customer of 2030

13. Experiences today
are fraught with
page
013
Across interactions, life stage of
relationship of the brand and
channel.
Inconsistency
Most experiences cannot be
remembered as they make no
impression or are disappointing.
Bland
Experiences lack human warmth and
are disconnected.
Disconnected
Made at the time of sale or
awareness.
Breaking promises

14. the
reason why experiences suck
page
014
No pride
Because people are just doing a job, they
are not bursting with pride for the brand
they dedicate their lives to.
Not designed
As companies grow, experiences are not
designed to scale.
Purpose disconnected
From the process. People are not
passionate about the products and the
problems they solve for customers.
Emotional autopilot
In work environments, not al emotions are
welcomed. It is easier to disconnect, go on
autopilot and not bring my heart to work.
This prevents authentic, connected
experiences from happening.

15. Your customer of the
future will demand
page
015
Personalised experiences
“Fit for me”They will want experiences and products to be
highly functional.
Convenient experiences
“As I choose” Need driven experiences
“Meets my hierarchy of needs in my order
of importance”
Functional experiences

16. The human
needs
page
016
01
Certainty
“If you do what you’ve always done, you’ll get what
you’ve always gotten.”
04
Significance
“It’s what you practice in private that you will be
rewarded for in public.”
02
Variety
“A real decision is measured by the fact that you’ve
taken a new action. If there’s no action, you haven’t
truly decided.”
05
Growth
“Leaders spend 5% of their time on the problem &
95% of their time on the solution. Get over it &
crush it!”
03
Connection and love
“Success is doing what you want to do, when you
want, where you want, with whom you want, as
much as you want.”
06
Contributing beyond oneself
“Life is a gift, and it offers us the privilege,
opportunity, and responsibility to give something
back by becoming more.”
TONY ROBBINS

17. Certainty.
PAST
Stable job
Education
Savings
Corporate culture
Own car
Own house
FUTURE
Charged device batteries
Payment service
Aibnb
Uber
Fiverr
Gig economy

18. Variety.
PAST
Holidays
Cheating on your spouse
FUTURE
Games
Virtual Reality
Human robot relationships
Multiple jobs
Multiple employers at the same time

19. Significance.
PAST
Title
Hierarchy
Education levels
Inheritance & lineage & breeding
Achievements & innovations had to be
big, not many people got a chance,
now anyone can write a book, make a
TV show
FUTURE
Email
Social Media (likes & validation)
Citizen reporting
Complaints on social media
Writing articles, books
Making youtube videos

20. Connection
& love.
PAST
Letters, postcards, telegrams
High school sweetheart
Hobbies
Belong to a social club
Sports
Gym
Family watched TV
FUTURE
Whatsapp
Facebook
Hangouts & Zoom
LinkedIn and Facebook groups
Gaming community
VR Porn
Each person on their own device
watching what they want

21. Growth.
PAST
Library
Books
University & Formal education
Parents
Bosses
Audio tapes
FUTURE
Coursera
Podcasts
Audio books
Apps for self-development
YouTube

22. Contribution.
PAST
Soup Kitchen
Church
Missionary projects
FUTURE
Crowdfunding
Socials projects
Environmental awareness groups
Individual campaigns & sharing of
convictions on social media

23. What consumers want
So what is happening in terms of what customers demand from us as
product and service providers? More importantly what do people want from
the brands that they love more than some others in this age of choice?

24. Consumer
wants
page
024
More important that being in control is not
being out of control.
Control
Current research shows that kids grow up
with the lowest confidence levels ever.
Brands who give customers confidence will
win.
Confidence
Just talk to consumers in a uncomplicated
connected manner. Have a relationship not a
one night stand.
Communication
Humans need connection, I believe the
experiences that are connected are the ones
that will be last and be chosen over and over.
Connection
Brands that conserve and use resources
wisely will be preferred.
Conservation
People will choose simple, elegant solutions.
Un-Complicated

25. What matters most
to people
page
025
Time
Memories
Achievements

26. Empower
Empower lifestyle and choices.
Enrich
Enrich their lives.
Lasting memories
Prolong great experiences.
Aspire to this
Waste time
Don’t waste their time.
Block achievements
Don’t stand in the way of their achievements.
Avoid this
F*ckup memories
Don’t f*ckup their memories.

27. • Design for the future
• Play different scenario’s
• Adapt
• Renew diverse skills
How

28. Trends that shape us
And the experiences consumers will demand

30. Automation.
Self-driving cars
01

31. Automation.
Home
automation
01

32. 01
Automation
• People may become lazy
• Get very reliant on technology
• Have more time to focus on things
that really matter
• Roads and homes become safer

33. Artificial
intelligence.
Voice activation
Facial
recognition
02

34. Artificial
intelligence.
Voice activation
Facial
recognition
02

35. 02 Artificial
Intelligence
• Demand convenience
• Want instant feedback
• Conversational commerce will be
more personal and feel like they are
getting great service
• Real people may have a hard time
keeping up with this

36. Robotics.
Integrated
robotics
03

37. Robotics.
Integrated
robotics
03

38. Robotics.
Integrated
robotics
03

39. 03 Robotics
• Really scared and low trust
• Time saving
• Access to information that they did
not have before
• Super convenient
• Not deal with human emotions
unless they choose to

40. Biology.
Medical
advances
04

41. 04 Biology
• Access to information to empower
better health decisions
• Ability to have personalized
solutions
• Better lifestyle
• Super humans
• Longevity
• Immortality

42. Virtual
Reality.
Medical
advances
05

43. 05 Virtual
Reality
• Confidence and control to the user
• Choice of experiences
• Experiences that cannot be matched
in real life

44. Wearables.
Watches
Rings
06

45. 06
Wearables
• Convenience
• Fashion & looks
• Save time
• Safety

46. Old School.
Craftsmanship
07

47. 07 Old School
• Anchoring feeling of nostalgia and
care
• Focus on the me, though healthy
food choices
• Sense of belonging and connection

48. People
skills.
08
The future of
work

49. 08 People
skills
• Retraining of people
• Unemployment
• Depression
• Boredom
• Insignificance
• Opportunity to be creative

50. Summary
BrandLove Trends that matter
page
050
Automation
Self driving cars, Home
automation.
01
AI
Voice activation
Self-learning systems.
02
Robotics
Mechanical and software
robots that autonomously
complete tasks.
03
Biology
Medical advances.
04
VR
Virtual reality applications in
learning or entertainment
05
Wearables
Technology wearables are
getting smaller and smaller.
06
Old School
Yearning for the past, vintage,
authentic experiences.
Craftsmanship.
07
People skills
The future of work and people
skills.
08

51. by all of you
Lean into the
future and
prepare for
1 trend

52. lunch time!
01:00 pmtill 02:00 pm

53. come visit us
88 Fourth Avenue, Boston
Bellville
twitter/brandlovecxp
facebook/brandlovecxp
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54. thank you.