1. Being Human in A Digital World

2. 3 Questions What does the future look like ?
How will this impact on humans ?
What can we do to thrive in an automated world?

3. Did you know?
By % of customer interactions will be managed without a human
By 2018 more than 3 million workers globally will be supervised by a robo-boss
By year-end 2018, customer digital assistant will recognize individuals by face and voice across channels and partners.
 250,000 Public sector workers may lose their job to robots in the next 15 years
Source: Gartner Inc/The Guardian/PWC

4. The Human Impact
How will organisations deal with the huge upheavals expected in workplace due to the ‘rise of the robots’? What is the real impact on customers and employees?

5. Insurance Consumers
46% indicated they prefer online tools for quicker policy selection process
The complexity of insurance products and unfamiliar technology makes it difficulty.
50% of self-directed customers eventually contact an agent to help them buy the right product
Customers surveyed are willing to pay up to 21% more for support to clarify policies and choose the right options
Source: PriceWaterhouseCooper

6. Control
Trust
Curiosity
Putting Humans First

7. What makes us human? Humans are social creatures
Want to belong to a community
Want to belong to something that has meaning
We use objects that say something about ourselves
We need to keep secrets and tell lies
(Genevieve Bell – Anthropologist, Intel Labs)

8. The Customer Experience is Emotional

9. Computer says no

10. Meet Pepper

11. Authentic emotions come from the Heart.

12. The Heart Really Knows
We experience the flow of new awareness and intuition once the mind and emotions are brought into alignment with the heart.
This guides our behaviors that smooth our way through life.
Benefits us personality and in our interactions with others.
Everyone has this innate intelligence within themselves if only waiting to be activated and developed.

13. The heart radiates an electromagnetic field that energetically affects each others’ moods, attitudes and feelings.

14. Three Brains

15. Heart rhythms and brain function
Cortical inhibition
Cortical facilitation
Decreased activity
in cortex
Increased activity
in cortex
Increased activity
in amygdala
stress centre
fight, flight, freeze
Decreased activity
in amygdala

16. A Balanced Perspective

17. Human V Computer – are we asking the right question?

18. The deepest most essential abilities humans have?
Empathy
Collaboration
Story Telling
Solving Problems Together
Building Relationships

19. Why are you here today?

20. Anne Clews TetraMap UK www.tetramap.co.uk #tetramapuk