You, yourself as customer Paul Tasker HAT Data Exchange (HATDeX) paul.tasker@hatdex.org T: +44(0)7801-714619 ESRC 160202 - You Yourself as Customer

Servitization Adding service to product – rooted in GD-Logic Adopting SD-Logic – customer integrated / “true service”? Complex Service Systems and Consumer Services ESRC 160202 - You Yourself as Customer

The Internet of Things? “Things” connected to the Internet Little interconnectivity – the “things” don’t talk to each other But not an Internet of Things – yet Devices providing lots of data – about us – to manufacturers? But we have little visibility of this – no sense of our “digital self” Need to put the consumer at the center ESRC 160202 - You Yourself as Customer

Customer service B2C / retail adding customer services – like servitized manufacturers Club cards Smart meters Not engaging with the customer, not putting the customer at the center because there is no context to the consumption Don’t empower the customer in any real way …. HAT can help ESRC 160202 - You Yourself as Customer

HAT – the Hub-of-All-Things A £1.2m RCUK research programme at WMG and five others To create a new multi-sided market in personal data – “the HAT” Powered by the HAT platform technology A database schema, APIs and “hyper-data browser” Allows an individual to collect / control / re-combine / contexturalize / share personal data in a privacy-preserving way Individuals can “see” all their personal data together, organize it, and permit others to share it ESRC 160202 - You Yourself as Customer

The HAT marketplace The HAT technology puts individuals at the center of their devices, and the way in which they use their data on the Internet Combining data from any “silo’d source” It provides a clear view of your “digital self” Putting consumption and needs, or wants in context HAT provides: Individuals with opportunities dealing with firms, and Firms with new market opportunities HAT puts the individual consumer, and the use-value he demands, at the centre of the firm’s business model ESRC 160202 - You Yourself as Customer

Putting the customer at the centre The HAT empowers individuals to “reclaim their data” It puts their data in their life context – or use-value Enables intent casting Innovative firms will develop opportunities based on new customer-centric business models – “true service” rather than “customer services” Also enables new opportunities for crowd-sourced information and analytics for societal benefit ESRC 160202 - You Yourself as Customer

HATDeX mission To enable roll-out of HAT personal data platforms to many individuals, to rapidly create a very large ecosystem HATDeX is the operational arm of the HAT Foundation, established as a social enterprise dedicated to empowering people everywhere to reclaim their data Working with “platform partners” to do this. Initially EnableiD NogginAsia Launching at The Shard on 16th February ESRC 160202 - You Yourself as Customer

but back to “complex service systems” HAT provides the technology and protocols to put individuals at the centre of consumer services Provides a “glue” transforming “things on the internet” to an “internet of things” with the individual at the centre One of the issues with large-scale servitized manufacturing is with sharing (sufficient) proprietary information across the service network Some moves to deal with this through large scale – third party “confidential” data and analytics warehouses Perhaps we just need a HAT? ESRC 160202 - You Yourself as Customer