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birthday yesterday. By the way, he also got his third child. He has been tweeting and a
couple of his tweets were rather negative about the company I represent for this and
this and that reason. By the way, he had placed an order three months ago, this is the
status of the order. Oh, they got an IT problem yesterday this is the latest status, it has
just been resolved.” So, now I come in and say: “Hello sir, how are you doing? By the
way, sorry I'm a day late but happy birthday. And how is your youngest child doing?
Oh, I heard you were not really happy about what we're doing, tell me what can I do?”
Wow! I have changed the complete interaction with my customer. Why? Because I
got a little robot that actually gave me all the information I needed to know right at
the time I needed it. You remember, anywhere, anyplace, anytime.
But all this will result in exabytes of data. The creation of that amount of data from
a trillion sensors will drive the evolution of our structures, of our infrastructures. We
are going to need to change a bunch of things. This is good news because again this
will allow us to do more things and to do things differently. One of the things we are
going to need to change is our vocabulary. We all know about megabytes, we all
know about gigabytes, some of us know about terabytes, some may know about
petabytes. I do not know whether you know about any of the others, at least if you are
going to get one thing from me today, you're going to get the latest terminology. One
point, they still have not agreed whether the “gegobyte” is going to be a “gegobyte”, a
“geopbyte” or a “geobyte”, or whatever. They are still debating about that one.
Try to imagine what amount of data this represents. It becomes unimaginable. You
do not want to have to sift through every single byte and every single information of
this, you want to get the aggregates to make the decisions. So the technologies are
there, it is tying them together, it is delivering what you really need to create that
digital experience that is actually becoming the Holy Grail.
A couple of months ago I talked to a CIO of a U.K. company that is selling
building materials. They are selling toilets, they are selling bathrooms, but they are
also selling bricks, mortar, sand, and all of those things. Not the most exciting and the
most innovative company, right? Well, they bought a couple of years ago a U.S.
online reseller of the same type of things. I did not know that was existing but
apparently it is, and they are looking at how to change the experience of the customer
because they realize that their customers are increasingly interacting with them
through a variety of different means. They may go to their website and start looking at
things, they may go to the showroom, they may call up the call center, they may go
and visit one of the sites where they actually do the selling. In every one of those
interactions, they are going to leave behind a certain imprint. But because of the fact
that all of these are very different channels, nobody actually pulls the pieces together.
So, is there a way that I can pull all of the different elements together and create what
is starting to get known as a jargon in the market, “the digital persona” of somebody
and then use that to engage, to give the person precisely what he or she wants?
Now this becomes a very interesting element because there is an aspect of that
which is data gathering. There is also an aspect of that which is much more related to
the law, to privacy and to a number of other elements. So, how do I balance between
these, how do I balance the fact that I want to give people the best experience with
making sure that I keep the privacy that all of us are entitled? How do I understand
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