Bogota Colombia, Vancouver BC - April 27, 2016 (Investorideas.com stocks newswire) 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.
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"
MARK HILLARY talks about Millennials at13 Congreso ANDINO 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
About Invest in Bogota: http://en.investinbogota.org/
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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