Wednesday, April 27, 2016

Mark Hillary at 13 Congreso ANDINO in Bogota says “Society is Changing – be Aware!

Mark Hillary at 13 Congreso ANDINO in Bogota says “Society is Changing – be Aware!

Bogota Colombia, Vancouver BC- April 27, 2016 - 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 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.

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 to discuss BPO and technology

Dawn Van Zant for on press trip with Invest in Bogota

About 13 Congreso ANDINO:

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