Mark
Hillary at 13 Congreso ANDINO in Bogota says “Society is Changing – be Aware!
Bogota
Colombia, Vancouver BC- April 27, 2016 - Investorideas.com reports on tech
analyst Mark Hillary’s presentation at the 13th Andean Congress of Contact
Centers and Customer Relationship Management (13 Congreso ANDINO) held in
Bogota, Colombia last week.
The
theme of the BPO Congress was the integration of humans and technology and how
companies and individuals need to prepare for the future. As Mark said in his presentation,” Society
is changing- be aware.” He was sharing
with the companies in the room how they had to prepare for the changing roles
of customer service, especially when social media is added to the mix.
He
talked about corporate and brand myths, such as that brands are like people. He
said brands need to create unity in what they are talking about. He also
discussed the myth that Millennial's only shop online, noting 82% prefer
shopping in-store to online.
When
evaluating the value of a customer that shops online or in-store he told us
that Walmart found the customer that shops both online and in-store is the most
valuable of all.
He
reminded the audience over and over that companies really need to rethink and
plan the customer journey and experience.” Changes in the way we communicate,
driven largely by Millennials, are changing how customer service needs to
function.”
He
also pointed out that customer service and marketing are now interlinked. “Once
customer service becomes online and transparent it becomes part of marketing.”
“The
key is to redefine your business so the customer is at the core of everything
“, he said in his closing summary.
Meeting
with Investorideas.com after his presentation he discussed how social media
companies are also transitioning; how Facebook was dominant but is now looking
for new sources of revenue and relevance, including news publication and
possibly banking.
He
sees the next step for companies in the social media sector will be virtual
reality experiences. You will be able to meet with your Facebook friends in
virtual reality. Facebook's $2 billion acquisition deal of Oculus, a virtual
reality pioneer seems to point in that direction.
Read
this release in full at http://www.investorideas.com/news/2016/main/04272.asp
About MARK HILLARY:
Writer,
blogger and analyst on issues of technology, globalization and customer
experience. Advisor to various governments around the world on technology
policy. PhD in Organizational Psychology from London School of Economics (LSE).
Directors of the African Outsourcing Association that promotes outsourcing
services from Africa. Executive Director of the Brazilian technology research
firm "IT Decisions"
MARKHILLARY talks about
Millennials at 13CongresoANDINO held in Bogota, Colombia
MARK HILLARY recommendations
at 13th Andean Congress of Contact Centers and Customer Relationship Management
(13 Congreso ANDINO) held in Bogota
MARK HILLARY sits down with
Investorideas.com to discuss BPO and technology
Dawn Van Zant for
Investorideas.com on press trip with Invest in Bogota
About 13 Congreso ANDINO:
http://www.acdecc.org/congreso.php
Invest
in Bogota is the investment promotion agency for Bogota, a public-private
partnership between the Bogota Chamber of Commerce and the City Government.
In
2009 we were ranked by the World Bank as the best investment agency of a
developing country. Our mission is to support investors who are exploring
opportunities in Bogotá.
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