Design for a Quantum Leap

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Technology is forcing companies to make their service model jump to a next and further level. Trends and future scenarios in the speech that Luca Mascaro gave at the World Usability Day 2017 in Milano

Design

The next wave
Human
expectations
Technological
opportunities
Corporate
transformation
Past Now Soon Tomorrow Future
ARTIFICIAL
INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS

The next wave
Human
expectations
Technological
opportunities
Corporate
transformation
Opportunity
space
ARTIFICIAL
INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS

CHANGE AS CUSTOMERS EXPERIENCE
Servification

CHANGE AS WORKER EXPERIENCE
Flexapreneurship

CHANGE AS HUMAN EXPERIENCE
IA 
collaboration

The risk area
Human
expectations
Technological
opportunities
Opportunity
space
ARTIFICIAL
INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS
Risk area

CHANGE AS SPECIES
Artificial intelligence will pass
a Turing Test in 2029 RAY KURZWEIL, Google’s famed Director of Engineering

SIR KEN ROBINSON
Life is not linear,
it's organic

THOMAS KUHN
“Scientific revolutions are inaugurated
by a growing sense that an existing
paradigm has ceased to function
adequately”

THOMAS KUHN
Normal or Crisis. Where is our
organisation?

Facing this new scenario needs
a quantum leap

Companies should make their service model jump
to a next and further level.

1. offer the same services, delivered in real time
2. use the same touchpoints, transfigured by the latest
technologies
3. involve the 100% of the customer base, not only the
early adopters

Agents
Clients
Devices
and
channels
Processi di supporto
New smart services for the customer
Agent empowering
Robot process automation
Line of
interaction
Line of
visibility
Backoffice
TRASFORMING
the service
delivery model

RPA
Adapting services
(smart)
Machine learning
systems
human robot interaction
IA

Push
“take a look”
Pull
“can you”
information discovery
through agent in corporates

Advanced
technologies
Design
Data
sciences

What's hot

Enterprise Mobility

MatrixMediaFX

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The 2013 International CES topped 150,000 attendees, covered 1.92 million square feet of exhibit space, unveiled 20,000 new products and showcased hundreds of speakers discussing the state of the technology industry in just four days. But with all the hype, commotion and can-not-miss content flowing throughout the 4 day event, we wanted to find the answers to the one thing on the top of all of our minds, “What does all of this mean for my brand?” Ogilvy & Mather broke down the 2013 International CES into bite size chunks of the most important brand takeaways and trends that you’ll find compiled within “What We Learned at CES & What Every Brand Should Know”. Enjoy. Co-authored by: Brandon Berger, Worldwide Chief Digital Officer and Matt Doherty, Associate Director, Global Digital Creative & Strategy

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1. Design for a Quantum Leap

2. ARE YOU Ready?

5. The next wave Human expectations Technological opportunities Corporate transformation Past Now Soon Tomorrow Future ARTIFICIAL INTELLIGENCE WEB MOBILE SMAC ROBOTICS

6. The next wave Human expectations Technological opportunities Corporate transformation Opportunity space ARTIFICIAL INTELLIGENCE WEB MOBILE SMAC ROBOTICS

7. CHANGE AS CUSTOMERS EXPERIENCE Servification

8. CHANGE AS WORKER EXPERIENCE Flexapreneurship

10. CHANGE AS HUMAN EXPERIENCE IA  collaboration

11.

12. The risk area Human expectations Technological opportunities Opportunity space ARTIFICIAL INTELLIGENCE WEB MOBILE SMAC ROBOTICS Risk area

13. CHANGE AS SPECIES Artificial intelligence will pass a Turing Test in 2029 RAY KURZWEIL, Google’s famed Director of Engineering

14. SIR KEN ROBINSON Life is not linear, it's organic

15. J.WILLIAM SCHOPF Even evolution evolves

16. THOMAS KUHN “Scientific revolutions are inaugurated by a growing sense that an existing paradigm has ceased to function adequately” 

17. THOMAS KUHN Normal or Crisis. Where is our organisation?

18.

19. Facing this new scenario needs a quantum leap

20. Companies should make their service model jump to a next and further level.

21. 1. offer the same services, delivered in real time 2. use the same touchpoints, transfigured by the latest technologies 3. involve the 100% of the customer base, not only the early adopters

22. UX LEAP Inclusive service models

23. UX LEAP Human as machine interfaces

24. Agents Clients Devices and channels Processi di supporto New smart services for the customer Agent empowering Robot process automation Line of interaction Line of visibility Backoffice TRASFORMING the service delivery model

25. RPA Adapting services (smart) Machine learning systems human robot interaction IA

26. Push “take a look” Pull “can you” information discovery through agent in corporates

27. Advanced technologies Design Data sciences

28.

29. Thank you @lucamascaro www.sketchin.ch

Design for a Quantum Leap

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