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Ricoh Solution Days 2014, Macau

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by

Matthias Kraaz

on 2 February 2016

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Transcript of Ricoh Solution Days 2014, Macau

Know Your
Customer
Why do you need to do this?
How?
What do your
customers want?
Navigate a changing world
Modernise communications
Thank you for your time
Products the
customer wants
Tablet vs. Laptop ASEAN
31st of March 2013:
SingPost suffers from first-ever annual decline in letter mail volumes
source: OCBC Investment Research
Black and White
on White paper
1995-
2002
Black and White
on Colour
Full Colour
1997
Transpromo
2007
Outside-in
Interactive CCM
2013
Engaging consumers is no longer about marketing to them…
but about connecting and socializing with them.

Deloitte – Consumer 2020 “Reading the Signs“

..to be valued
..information
on the preffered channel
THE FUTURE OF CUSTOMER COMMUNICATIONS

Ricoh Solution Days 2014, Macau
MATTHIAS KRAAZ
GMC SOFTWARE TECHNOLOGY


Hello
Matthias
thanks for calling
Generation Y wants
to be treated differently
fast facts..
..to be remembered
exceptional customer experience

increased customer loyalty

100% tracking of customer behavior

80% Customer preference (in European study)
...access to their information
stay ahead of the game
competitive edge
for business
source: gfk research Asia
Tablet vs. Laptop ASEAN
By 2015, 40 per cent of all in-person
interactions between banks and
their customers will be initiated or
completed using tablet computers
Derry Finkeldey, Gartner

the Who's Who of Financial Services Asia 2013 (Page 20)
Technology
are you ready to support business in their digital strategy?


modern, agile approach

100% guaranteed delivery & tracking

>60% reduction in operational costs
“What level of impact will digital have on following functions in the next 24 months?”
(On a scale of 1[no impact at all] to 10[huge impact])
…. And no Industry is immune
Base : 1,254 executives in companies with 250+ employees
Source : Forrester/Russell Reynolds 2014 – Digital Business Online Survey

Base : 1,254 executives in companies with 250+ employees
Source : Forrester/Russell Reynolds 2014 – Digital Business Online Survey

(On a scale of.1 [not disrupted] to 5 [massively disrupted])
“Do you think your business will be disrupted by digital technologies in the next 12 months?”
Key takeaways
Business

Is the strategy in place?

Do you really know your customer?

Are you ready to execute a digital strategy?


Announcement of Pope Benedict XVI

Announcement of Pope Francis

Incredible Mobile growth..
Full transcript